#1 most frequent
United States of America
39.4%5,572 installations of 14,155
What is Freshdesk?
Freshdesk boasts over 50,000+ customers including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, Chargebee, Grofers, and PhonePe as Freshdesk users, to help them provide faster customer service.
Categories & Use Cases
Videos
Top Performing Features
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Areas for Improvement
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Who Buys & Uses Freshdesk
#1 most frequent
Professional, Scientific, and Technical Services
13.6%1,818 installations of 13,339
#2 most frequent
Information
11.5%1,540 installations of 13,339
“We have generally seen customer satisfaction go up a few notches since we switched over. This is primarily because of the smoother automation options and the fact that we no longer are worried about SLA breaches.”
#3 most frequent
Manufacturing
6.9%914 installations of 13,339
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
8.8%1,250 installations of 14,155
#3 most frequent
Netherlands
7.8%1,102 installations of 14,155
Pros
- Efficient ticketing management with email-to-ticket conversion and SLA tracking
- Robust workflow automation through customizable chats and scenario-based rules
- Comprehensive reporting and analytics for KPIs and agent performance
Cons
- Dated user interface/user experience and dashboard design
- Limited and occasionally buggy mobile application features compared to desktop
- Inadequate ticket management features, such as robust ticket splitting
Works for small companies
Use Cases and Deployment Scope
As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. Freshdesk made ticket handling so much easier than just using a support email address. I used the Growth and then Pro plans, but even with the higher plans, in my opinion, Freshdesk is only suitable for smaller organizations. For example, attempting to add CRM functionality to our Freshdesk instance wasn't very successful.
Pros
- The price is great for small startups just large enough to need a support ticketing system.
- This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
- Agent collision detection is great for making sure agents don't duplicate each others' work!
Cons
- Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
- There can be a language barrier with support and sales.
- There were a couple of hours-long outages that significantly impacted my company's customer experience.
Return on Investment
- Increased support efficiency
- Self-service articles reduced duplicate support requests
- Better connected distributors and sales to their users' support cases
Alternatives Considered
Zendesk Suite, HubSpot CRM and Salesforce CMS
Other Software Used
HubSpot CRM, Salesforce CMS, Jira Software, Bitbucket
Usability
Should I buy Freshdesk App for CRM?
Use Cases and Deployment Scope
I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.
Pros
- Automation of Queue
- Customised Dashboard
- Customisation of ticket
- System Generated and Custom Trend Analysis
Cons
- Dashboard has provision to take 5 types of customer queue in a single dashboard.
- Filter out list of tickets to execute the bulk action which need to be improved.
- Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
Return on Investment
- Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
- Effective Delivering value to the customer as per Business SLA
Alternatives Considered
Zendesk Support Suite, Salesforce Lightning Platform, Oracle Siebel CRM and Jira Service Management (Jira Service Desk)
Other Software Used
Jira Service Management, Slack, SolarWinds Loggly, Sumo Logic
Usability
Satisfied User
Use Cases and Deployment Scope
As a enterprise-wide trouble-ticketing system for our IT organization. We have IT teams at dozens of locations, on 4 continents. Having a unified ticketing system to track activity, escalations, etc., allows us to provide world-class service to internal and external customers.
Pros
- Provides the ability to distribute and organize tickets, so that tickets usually get to the right team/person immediately. The workflows are also easy to set up.
- Good reporting/metrics tracking ability, to help make sense of the chaos
- Very flexible in allowing users to comment on, and document work performed.
Cons
- Could allow for deeper and easier integration with 3rd-party systems and apps.
- The mobile app is clumsy to use at times, and lacks an intuitive interface.
- The search filters can be cumbersome to use, and don't always work the way they should
Return on Investment
- We have reduced initial response time approx. 40%
- We have reduced our avg. ticket resolution time by 35%
- Our internal CSAT scores have improved by almost 45%
Alternatives Considered
ServiceNow Customer Service Management, ServiceNow Governance, Risk, and Compliance, Zendesk Suite, BMC Helix Remedyforce, BMC FootPrints and Atlassian Jira
Other Software Used
Workday Human Capital Management, Sage 300, Sage Intacct Construction
Freshdesk as a ATS
Use Cases and Deployment Scope
We use the Freshdesk platform in our recruiting as a tool to manage candidates; applications go down as tickets, and we follow up on them. We don't really have problems with Freshdesk only when we have to pull some report as I consider that the tool is not sufficiently adapted as ATS as that is not its main function.
Pros
- Applicant tracking system
- Efficient candidate contacting
- Assignment of candidates to recruiters
Cons
- Agent efficiency report
- Follow-up of the candidate from the time they apply until they are hired
- Options for identifying candidate application sources
Return on Investment
- It is cheaper than other ATS
- Manage tickets so that we can have fewer resources as certain processes are automated
- We are managing to contact candidates in less than 24 hours
Other Software Used
SAP SuccessFactors HCM, Talkpush
Freshdesk Review
Use Cases and Deployment Scope
We are using Freshdesk in our organisation to support our field team to fix their issues on time every time. We are using this Freshdesk as a support ticketing and we have all dipatment as a agents so that when user raise a ticket for respective department, that respective department agent is closing the ticket based on the SLA period assigned to him. its this Freshdesk help use to address all the issue raised by end user in a smooth manner with tracking all of them.
Pros
- Field customisation, which Freshdesk is good for me. It's very useful
- I like priority system which Freshdesk has now High,low,Medium
- Sending ticket status notification to the end user through mail is very nice with Ticket numbers
- It's very easy for users to raise a ticket they just need to drop a mail to the respective mail ID so that they will get ticket raised acknowledgement
Cons
- i would like to see much better dashbord at presently dashboard is very difficult to understand
- We wont able to download Freshdesk report directly in portal itself directly, its will send downlaod link for respective mail id which is taking longer time for us to downlaod
- Freshdesk should have much more graphic oriented analytical report
- Freshdesk UI interface has to improve
Return on Investment
- Its help user support team effort in tracking tickets
- Going live with Freshdesk is very easy in terms of implementing this to Organisation
- compare to other service providers like salesforce and others Freshdesk is cheaper
- Its save Agent time in indetifying issue easly
- Since it has automation in ticket assignment companies can reduce manpower
Other Software Used
Tally, Zoho Expense, greytHR
