Delight your customers with omnichannel support solutions that drive meaningful conversations across channels ✓ Fast time-to-value ✓ Free 21-day trial
Freshdesk is a top tier CRM that has so many great features its hard to list. I have been using for almost 6 years now. They have the fastest service I have ever seen and I run a service organization. You can encorporate chat, sms, phone system, bots, instagram all into your system. You can run reports and schedule reports to your bosses to show the data on how many people are needed in what location or what products need improving. Its super easy to setup and you don't need an IT person to get it off the ground. Its the best CRM software I have tried and I have done most of them.
We come from a Zendesk background which was not the greatest when it comes to support. We made the switch to Freshworks right around Aug 2020 right in the middle of the Covid19 Pandemic which was a tough uncertain stage to make these type of decision. After two and a half long years I can honestly say that FreshWorks is probably the best CX Software that I have worked with. We are handling thousands of customers every day through the Omnichannel platform and have never been in a better spot! We are absolutely loving FreshDesk and are planning to continue working with this amazing tool for years to come.
Following are excellent!The alerts that are received in the mailboxes of the team.The ability of any team member available respond to the ticketProvision for adding notes to each other within the team to keep track of the thread.Improvement suggestion:There is a limit on the number of agents. We know whom we can make an agent for our system. So why limit it?
Fresh-desk is very user friendly. It allows the group to be included in all emails and workflows which is great for when colleagues are absent/holiday. Easy threads to manage timelines and responses without having to track and trace personal emails to get a clear understanding of the topic responses.
Freshdesk service and customer care have been wonderful. I've enjoyed watching them grown over the last 3 years with strong new features each year and am anxious to try the new AI-related features that are coming soon. It's easy to set up and create automation and has scaled with us as we've grown from 1 to 100 users. The interface is clean and it's been dependable. We integrate Jira, Aha, and SalesForce, and the only complaint is the limitations with the SalesForce integration.
very bad service desk, even though they do service desk solutions, but their service desk is terrible. Doesn't work. I'm trying to integrate freshchat with my application, it worked before, but now it's not working, they cannot find any solution already one week. The account manager that was assigned is uselss, she reply to my questions once time a week.
We've been using Freshdesk for over 3 years now and it's been great. It really helps us manage the large volume of requests that we receive from our clients. My only recommendation would be around the Satisfaction Survey. When someone responds to the survey, the email we receive back doesn't note the piece of feedback that they gave us. It would be nice to get that feedback in the email notification.
A lot of useful features at the price we paid, like ticket generation with audit trail for emails, SMS and phone calls rec'd. It helps our company largely for providing customer support services.
customer service was great.Onboarding was really good with the free training sessions.They are way better than other products we had contacted in our comparison. Very technical savvy and the app just works out of the box. We didn't have to pay external consultants to setup the business process.s********e doesn't support small businesses, they focused on selling.z*****k great UI but poor customer service and response time.
Be aware that a company calling itself FreshDesk is inundating me with sexually explicit emails. I am aware that this is a scam as there is always a link to click on -and a confirmation of an order (not placed). Have never signed up to any site selling porn.
They promise you everything. To implement the desired features, improve performance etc. You pay, they ignore you. And that for years. Simple features are not working. Simple change requests they promised to implement, are after years still not active. Avoid this tool at any time, if you don't want to lose customers.
Freshdesk fraudulantly charged my card and despite them supposedly being a helpdesk software have been absolutely useless in refunding meI would go far as to say they are a SCAM website as they just send a copy and paste email every time saying they are looking into it and then nothing happens.I will file a chargeback with my credit card processor and I suggest anyone thinking of using them DOESN'T
