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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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| Capabilities |
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| Segment |
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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.
Easy to use interface,Mutichannel support,Automations for segregating tickets,Reporting and analytics and various third party apps integrations are some of the key factors which I like about freshdesk.
Limited customization options, pricing,reporting limitations are some of the factors which I dislike about freshdesk.
Ticket Management, Automations, Multichannel support, Reporting and Analytics and Integrations are some of the features which freshdesk is providing to me and benefitting me.
Automation...Very user friendly and easy
Customer support is very supportive when they connect with clients, but getting connected with them is a big task
Helping us by giving various reports, easy to use
How easy it is to use and the many integrations it has
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
Providing customer support in one channel
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
1. It is very user friendly 2. It's perfect for maintaining a CSAT score 3. Best reminders to close the ticket as per your TAT 4. You can priorities your tickets
Need little work on reminders if the ticket is not closed as per the TAT.
Freshdesk solves the sorting of email flow distribution. It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Better in sending response to customers it's useful to organization
We need to refresh always add note is not working properly
We can close all tickets in bulk and merge it
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
-interface - flexibility the tool offers - feature set
pricing could be a bit of a challenge for small companies
able to provide top of the class customer support
App makes it easy to track maintenance tickets for our employees
Features for 2FA seem a bit overdone, apparently these cannot be turned off
Making it easy for employees to enter maintenance tickets for repairs on machinery