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Freshdesk Reviews & Product Details
Freshdesk (formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience.
| Company | Freshworks |
|---|---|
| Year founded | 2010 |
| Company size | 5001-10,000 employees |
| Headquarters | San Mateo, California |
| Social Media |
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| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Freshdesk Pros and Cons
- There’s a free plan available
- Freshdesk uses powerful Freddy AI for its conversational chatbot
- You get access to high-quality website widgets like forms, personalized content, and click detection
- Some key features like AI are only available on the most expensive plan.
Compare Freshdesk with other popular tools in the same category.
Freshdesk is an excellent tool for assigning work-related queries. In simple terms it's a toll for ticket management
One disklike about Freshdesk is only the user assigned will be known about the issue.
Freshdesk helps us to connect with issues and respond very quiclkly.
Very helpful to track all records/information of customers to be able to provide quick resolutions to the customers. Furthermore, it helps us to generate with all the details needed.
Nothing bad feedback about freshdesk since it is convenient for all users/agent.
for all customer inquiries/complaints, it's easy for me to provide actual resolutions.
Knowledge Base is the most helpful as a source of information
SMS Feature is a good feature but it needs premium?
Source of Reference Materials
Integrations in Freshdesk and robust functionality with ready-to-use integrations are the keys to maximising customer experience
Report generation and logics are bit complecated
Internal quality and on-time resolution; moreover we can monitor agents' productivity
the way fresh desk can cope up with millions customer details and other details needed thats why fresdesk is the best and useful and recommendable to other people
there's so much to click and there's so much to clicking the need to do and before we finish the task or email that can be done
it is useful to me and my other co workers
very convenient system for all users/agents for all customer concern/inquiries. furthermore, very helpful with all transactions record in freshdesk once you search through Customer names/Ticket number.
No negative comments/feedback about freshdesk as a user
I can track all records/information about the customer once I give resolutions to the customer. Also, it can provide details I need in all of my tasks/report. Since it has analytic data.
FD is very easy to use, intuitive, smart. Makes it easy for my team to delight our customers!
apps that can be integrated in FD is growing but there were some that we want to have soon!
single platform for all customer inflow, made our team more efficient. increase in productivity, higher CSAT scores
You can see the information of customers for reference of the user/Agents. Also, easy to find old transactions once you search the name of customers or Ticket number.
For me, I dont have any bad comments about freshdesk. It's perfect to use it for all users.
All complaints of customer you can see the narrations for all agents for reference of everyone. Furthermore, even you close the ticket once the customer have response the ticket will open again.
- Ability to use several channels - Easy to configure - Efficient tools for agents - Friendly UI - High customization options - Cost-effective solution - Mpdern technologies
Some times one can experience time lag, still the Freshworks team address issues as soon as possible
- We use it as our internal helpdesk system - With advanced agent performance tool we reduced time to reply - One can easily create dashboard and reports - great analytics options
Freshdesk is an excellent platform for support ticket management. It is relatively easy to use and robust in its overall feature offerings. It allows for customization of your specific forms and will enable you to tailor the design to your specific product. There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
We have been with Freshdesk almost since their beginning years and as my company has grown, we have had more need for advanced features that require upgrading my subscription plan. We sit in some Classic plan that doesn't align with the current day plans and it is tough to see what features we have access to and which ones we do not have available to us. It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field. Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
Being able to direct all of our customer questions and repair needs to one central system is critical to effectively managing our help desk operations. We will look to further integrate freshdesk with our systems or adopt other Freshservice products.