Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
Zendesk Suite
Score8.8 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
Senior Business Analyst in Product Management at Smartsourcing (Outsourcing/Offshoring, 201-500 employees)
Chose Freshdesk
Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Ultimately we ended up switching from Freshdesk to Zendesk, and then from zendesk to DevRev. We're still trying to find the right fit for us - Freshdesk covers the same options as Zendesk, if you use the whole suite it's probably a good option.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (Computer Software, 11-50 employees)
Chose Freshdesk
My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
How do they stack up? Like apples and hand grenades, there’s no comparison. In my experience, Zendesk was a complete nightmare, between being overpriced contracts, difficult to communicate with, impossible to implement, I wouldn’t wish Zendesk on my worst enemy. Stay away!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Freshdesk
We chose Freshdesk for the variety of capabilities and easy-to-use features. Jobber lacked the analytics, history, sales features, and easy-to-use options needed to grow our business. Zendesk was not user-friendly and many of the "integrations" could only be connected by people …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Global Product Support Manager in Customer Service at Opus 2 International, LTD (Computer Software, 201-500 employees)
Chose Freshdesk
Value for Money and Ease of Use put it ahead of the competing products when making our decision.
Whilst they all offer similar services, our time to implement, set-up and get the platform running the way we needed was shortest. It was also an easy to use tool for agents - …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Freshdesk is cheaper. Zendesk would also allow customers to close tickets on their own and it also has functionality where a few solution articles are automatically recommended to the customer based on what they wrote and that might already solve the customers' request.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
we decided to use Freshdesk based on the fact that a sister company was also using it and recommended we use it as well
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
It is easier to start with, but less robust overall. Freshdesk has a better free tier, and had some advanced customization capabilities. Zendesk is easier to get to an advanced level with, has more and better integrations, and has a better data tool. HubSpot is comparable to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Freshdesk is much more cost effective than competitors.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
We used to use Spiceworks but it was extremely clunky and not very customisable at the time. When we started looking at other options we ended up focusing on Freshdesk, Zendesk and Zoho as they seemed like the best out of all the ones we found. We eventually went with Freshdesk …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
COO (Chief Operations Officer) in Information Technology at Mast Cell 360 (Health, Wellness and Fitness, 11-50 employees)
Chose Freshdesk
For the price point, FreshDesk is a great starter solution for service desk management.
If you need further integration with other systems, you may quickly find yourself looking at other options, or using native tools - because FreshDesk simply doesn't have the integration …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
CEO (Chief Executive Officer) in Corporate at Ghost Recordz International Uninc. (Music, 1-10 employees)
Chose Freshdesk
Compared to the above alternatives, Freshdesk has proven to be easier for our organisation to use for both our colleagues and external parties. The fast and personalised support also rose above the other alternatives.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
I did not make the decision originally on implementation however having inherited it I would choose it again, it's feature rich and cost effective with great support.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
BPP Service Manager in Information Technology at FPS Economy (Government Administration, 1001-5000 employees)
Chose Freshdesk
We set up test instances of Zendesk, Zoho Desk, UVdesk, Freshdesk and trakdesk and asked our agents to evaluate the products themselves. It was very clear to all that Freshdesk was the more user-friendly, easy-to-set-up and more innovative solution. In the meantime we are very …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
It's a matter of which one is more straightforward and beneficial for the agents. There was much more features offered with Freshdesk that could help our business flow and workflow which is why we've opted to use it for a client. There was also less cost to using it compared to …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
We purchased both Freshsales and Fresh desk at the same time. The Freshworks products gave the best solution at the time because I believed I'd receive one-on-one support and guidance as well as get all of the features we required between the two products as well as full …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
The decision was made before my time. I want to move to another platform ASAP.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Freshdesk
Freshdesk is cheaper in cost versus Zendesk. Also, it has many features which are more advanced then Zendesk. Zendesk has many limitations, which Freshdesk overcomes and provides a better user-friendly experience. Automations are also easy and better in Freshdesk.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk
Verified User
Chose Zendesk Suite
Zendesk Suite provides a unified agent workspace and advanced AI agents, flow builders, customer intent as well as triggers, automations and rules that drive efficacy unlike Freshdesk.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Solutions Specialist in Professional Services at Premium Plus (Information Technology & Services, 11-50 employees)
Chose Zendesk Suite
Freshdesk lacks the integration across channels. Their chat and email experience feels disconnected. Their reporting lacks customizability and some data is just not available.
For agents pulling in external information is more complex due to it's lack of fully integrated apps …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zendesk Suite
I've only used LiveAgent and Freshdesk a long time ago, but Freshdesk to me seems a bit more geared to smaller businesses.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Founder and CEO in Corporate at Ballparc (Information Technology & Services, 1-10 employees)
Chose Zendesk Suite
Zendesk is more user-friendly than Salesforce Service Cloud, although Salesforce Essentials has very attractive pricing for including both the sales and service components. Freshdesk is a strong alternative, but we ended up going with Zendesk given its industry-leader status.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zendesk Suite
Zendesk is more established than these two companies and provides a more robust solution for multi-channel support. Intercom is better suited for chat support and Freshdesk doesn't offer as many features and Zendesk does.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support Manager in Customer Service at Spotlight Reporting (Computer Software, 11-50 employees)
Chose Zendesk Suite
We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Zendesk Suite
Zendesk Suite seemed to have a lot more customization and flexibility. We have multiple "brands" that need to follow different flows and have different needs and Zendesk Suite allowed us to easily do that. We also had strong needs for a help center and liked how their worked …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zendesk Suite
Although Zendesk Suites has a higher value when it comes to it's pricing, Zendesk offers more features and functionality also Zendesk Suites has already established it's name and is trusted by many businesses and organizations. Other similar products maybe cheaper and simple …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zendesk Suite
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Zendesk Suite
Zendesk was the most organized, integrateable option between the other options I've used before.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Product Support Manager in Customer Service at RapidOps, Inc. (Information Technology & Services, 201-500 employees)
Chose Zendesk Suite
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Chief Information Officer & Co-Founder in Information Technology at EvaluAgent® (Internet, 51-200 employees)
Chose Zendesk Suite
Zendesk is the industry leader in terms of the number of other platforms you can connect it with (CRM's, Customer Success Tools, Billing Tools, etc)—this makes it extremely sticky and a core part of your workflow. Zendesk also offers a variety of channels all in the one …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Zendesk Suite
Zendesk has been easy to implement and evolve over time. They have launched more online Client learning sessions and occasionally offer in-person local client group sessions to aid in our learning. They offer their training modules for free. The key is we can create the needed …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Verified User
Chose Zendesk Suite
Zendesk Support Suite might be pricey but the cost definitely outweighs numerous benefits. Other platforms focus solely on the customer but what our organization likes about Zendesk is that it not only aims to provide a great experience for the customer, it also keeps in view …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Supplier Relations Manager LATAM at Expereo (Telecommunications, 201-500 employees)
Chose Zendesk Suite
Zendesk offers an all-in-one solution and great analytics to analyze the ticketing in the company.
Zendesk seems to be more customizable than others and it seemed to be the best option for the price paid. It's secure and stable which is what we needed in the company.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Client Account Manager Mentor in Information Technology at AnswerForce (Telecommunications, 501-1000 employees)
Chose Zendesk Suite
Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
User Experience Manager in Information Technology at Clarity Voice (Telecommunications, 11-50 employees)
Chose Zendesk Suite
Zendesk was the best of the bunch and allowed us the best value for what we were looking for. It allowed us to import data from our other ticketing system and was very user friendly when it came to ticket and email integration. We also were able to setup on our website where …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Operations Manager at CDSM Interactive Solutions (Computer Software, 11-50 employees)
Chose Zendesk Suite
Zendesk is a world recognised tool, that ITIL recommend. Easy to use format, great search tools to cross reference issues that are logged. Personalisation allows you to brand your customer facing site.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Director of Client Engagement in Professional Services at NAWAH (North America Western Asia Holdings) (Information Technology and Services, 1-10 employees)
Chose Zendesk Suite
Zendesk competitors include:
Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Co-Founder / Devleoper of Out of Milk at Capigami, Inc (Computer Software, 1-10 employees)
Chose Zendesk Suite
Other platforms I have evaluated: Kayako, Fogbugz, Bugzilla, Assembla, FreshDesk.
I ended up picking Zendesk for several reasons, but there was really 3 reasons why I ultimately picked them:
Verified User
Chose Zendesk Suite
Here are the explanations for my preference of analysis Zendesk Suite to this end:
Power + Usability: Zendesk Suite has abundant omnichannel coverage, acceptable automation, and decent reporting but does not go all in to full-custom dev mode, so hangs nicely in the space of …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Senior Software Developer in Information Technology at Sandeza.ai (Computer Software, 11-50 employees)
Chose Zendesk Suite
We Initially started working the Zendesk Suite and it is more easier to understand all the functionalities and workflows. It is more secured and well managed platform
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
SLA Policies where it is not customer / contract driven but agents / groups driven.
Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Our team easily implemented Freshdesk, and as soon as we started, we were pros with it. In a matter of days, we had integrated signatures and canned responses. The biggest problem was the Help Center part, but after some time, that was also integrated. We did not know some features when we started, but that is normal.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is more focused on providing a simple and efficient ticketing system.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Very professional, they would always ask for the steps followed and where we went wrong, they would politely share the video recording to review in case any other team member faces the same issue
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
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