Unclaimed: Are are working at Freshdesk ?
Freshdesk Reviews: 4.4/5 — Solid Choice
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 |
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| 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.
Its easy to use and wonderful experience while using
Notification problem while we get any tickets we dont get notification sometimes
While we get any ticket as a customer query we use to get the resolution by using fresheesk
Before opting for FreshDesk, we directly responded to the customers via emails. But as we grew, customer inquiries and the team size increased. So it became complicated to manage the customer queries directly via email; it was tough to coordinate who was handling which customer's email. That's when we decided to start using Freshdesk. With Freshdesk's Ticket Management Tool, we can now easily assign tickets to a particular agent, and track the response times, resolution times etc.
Nothing much. The mobile app can be a little more user-friendly.
Ticket Management, Agent Assignment, Tracking, Monitoring, Accountability, Reports
Intelligent automation and Workflows provide sure quick resolutions. Easy-to-customize ticket fields that assist personalized and efficient responses. Clean, attractive and Easy to use UI.
Nothing. I have not experienced anything negative to address.
Prioritizing, monitoring and replying to tickets is easy with Freshdesk. Managing and responding to customer inquiries from multiple channels.
Using Freshdesk allows your team members to be in constant communication in between coworkers and most importantly in between customer. You can learn all about a client without having to ask any one, just simply go through their emails.
If you sent an automated email from outside, you cannot find it unless the person replies back on that email.
I´m not that involved with the platform.
Made us highly productive very quickly. Very easy to set up and even easier to create time-saving standard responses and workflows. We provide complex procurement tools and services, and Freshdesk made supporting clients and vendors fast and easy - for them and us.
When I have to reauthenticate, I don't particularly appreciate going through two logins to access the platform. Make it more straightforward, like Monday.com.
Supporting major procurement projects demands timeliness, precision, and uniformity of support. To fail in any of those aspects can be disastrous. Freshdesk facilitates a clear line of communication with vendors and customers who need help and a way to do so with quality, consistency, and speed. As a result, we are able to maintain our excellent reputation and are more profitable.
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand, assign mapping the tickets, writting notes on the ticket, routing the ticket, it was great use for medical field that I worked in.
There is no such it was smooth simple easy accessible, great use for tells consulting. Sometimes there would be glitch in call not connecting,call generation link was the main glitch.
It was all started at the time of pandemic , i used work on different domains on fresh works, fresh desk has been great support for agents to map tickets, ensuring tickets resolution, assigning tasks, creating credentials, and the best part we use to create a ticket it shows pending,due and all this made easy to understand
The customer support os top notch and response time is excellent
The webchat system is lacking some options such as blocking out of country webchats
Freshdesk allows my team to work remotely and handle tickets. Live calls and webchat as well.
It's ability to be linked with other sites like InSight and Fresh Voice with just a press of a button
There's absolutely nothing I deslike about i
Fast and effective, meets our requirements and helps with tracking the teams productivity
The FreshDesk is fantastic software, very simple to use, and with an excellent interface. You can help the user change the status of the ticket straightforwardly. And the loading quotes are very insightful.
I would say we could have a dark theme and more insightful loading quotes.
The Freshdesk is used to help a lot of user in OSG and OSDF
Freshdesk offers a wide range of options, reporting, and flexibility with automation rules to allow individual companies to design and tailer the product to fit their individual needs.
Removing previous agents can be a little cumbersome and lead to tickets not having an accurate history of who did what and when. This may be more of a preference on our part, but we like to keep previous agent history still reporting to the individual even if they are changed from an agent to a "contact" or ticket requester.
Freshdesk makes it easy to automate incoming support ticket requests and has a task history. This allows us to not only keep our agents accountable but has also become helpful when disputes happen with end users who may claim that their support request was not handled promptly or adequately. Having a system to go back and see agent performance also allows us to identify shortcomings in our department or provide more training where identified.
