The ticketing software for SME's
What do you like best about the product?
Bifurcation of issues and analytics that help on agent level resolution
What do you dislike about the product?
Responses to multiple comments on a single ticket.
What problems is the product solving and how is that benefiting you?
Day to day complaint managment
Best for Starters!
What do you like best about the product?
It is easy to navigate and have a a of useful tools. I like the fact that they have the emails, chat and calls all in one place! Compared to other CRMs, FD is easy to set up and not complicated. User-friendly!
What do you dislike about the product?
A lot of glitches as time goes by, there are times where we can't find older emails not even in the archive for some reasons. We raised a concern to support. Although they are responsive, they still hasn't fixed the issue.
What problems is the product solving and how is that benefiting you?
There are a few actually;
1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why.
2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject
3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show
Freshdesk app is easy and user friendly
What do you like best about the product?
Love the features on Freshdesk that allow you to save notes on calls, recording calls, and history of calls.
What do you dislike about the product?
I don't see the option to view caller ID on incoming calls. I struggle with transferring call to another reps.
What problems is the product solving and how is that benefiting you?
Freshdesk help me track and note calls which is a big deal for me.
Review of Freshdesk: InXpress
What do you like best about the product?
Ticket managements
Allocation of tickets.
What do you dislike about the product?
Responses to be made to users
Multiple responses cannot be indivudaly responded
What problems is the product solving and how is that benefiting you?
Tickets and resolution managment
Fresh Desk for IT support team
What do you like best about the product?
It is easy to use, to track tickets and manage the daily activities
What do you dislike about the product?
It is not easy to integrate with other applications like ConnectWise.
it is NOT easy if i want to reply to all and if i want to change the recipient. Like if the Ticket was initiated by Mr. A and Mr B and Mr C were CC and if i wanted to reply to all but change the primary recipient to Mr. B; it is almost impossible, that is annoying.
What problems is the product solving and how is that benefiting you?
helps in keeping track of tickets, prioritizing tickets and categorization
This solution offers knowledgeable customer support and would benefit from on-the-go translation
What is our primary use case?
We are a health insurance company that uses the solution to communicate with our customers through chat, as well as health providers and other prospects. We use it according to teams; the customer success team is divided into three teams: those who attend to voice only, those who attend to emails only, and those who attend to chats only.
For every request that comes in via any of these channels, the agents in these channels take charge there.
What is most valuable?
We currently don't use calls for Freshworks because of our IT provider in Nigeria. However, we use email and chat, and they both work well. Some new features that they recently released will give the chat, Freshchat, more functionality than Freshdesk. We were using Freshdesk before, but we are right now on Freshchat.
The UI is also easy to use.
What needs improvement?
Currently, they have Freshchat as the central platform. But for email, I would still like to have assistance around how our agents can assist our customers, such as on-the-go translation; as we are expanding to the emerging market, we would not be able to hire and pay customer support agents in those areas immediately, so we won't be able to attend to their conversation if we do not speak the same language. That is something similar platforms have, which I would like to have included in Freshdesk.
For how long have I used the solution?
We have been using Freshdesk for over three years.
What do I think about the stability of the solution?
I rate Freshdesk's stability as eight out of ten. There is room for improvement with the chatbots.
What do I think about the scalability of the solution?
It is scalable. We currently have about 16,000 chatbot sessions monthly, which keeps growing every month.
How are customer service and support?
Support is very knowledgeable, so they know their products very well. They can almost always resolve your problem immediately.
How was the initial setup?
The initial setup was relatively easy.
What's my experience with pricing, setup cost, and licensing?
One of the issues we are looking into is the cost. As we keep on expanding, it means that we will need more licenses. Currently, that would blow our budget. That's the main concern right now because the cost is very expensive.
Aside from the license, we have chatbot conversation costs.
What other advice do I have?
One should go for the solution if cost is not a problem or if they will not expand to major markets and require many licenses. There is still room for improvement, but the UI is easy to use, compared to some other platforms. I rate Freshdesk a seven out of ten.
Ok if you're a small company
What do you like best about the product?
Simple and easy to use, and relatively cheap
What do you dislike about the product?
The training offered is poor, and functionality is limited
What problems is the product solving and how is that benefiting you?
It provides a place for customers to raise tickets and check existing knowledgebase articles. We came from having nothing in place, so a good step-up
Stable but not customizable
What do you like best about the product?
Ticket management and notifications are very good
What do you dislike about the product?
Analytics could be better when compared with Hiver.
What problems is the product solving and how is that benefiting you?
Easier for the customer and easier for us to connect better and resolve problems over a few chats.
A great alternative to other ticket systems
What do you like best about the product?
Freshdesk is one the quickest ticket systems to set up I have ever worked with. We are still on the Garden plan, which is old and still supported. Freshdesk is always there to help us if we run into an issue.
What do you dislike about the product?
Since we are on the old plan, they build new features for other projects and do not include them in the Garden plan. Some of the requests we had were very basic. It feels like they are forcing us to move to the next plan to increase a simple request.
What problems is the product solving and how is that benefiting you?
We have one place to look for all requests coming from customers. We use to use email for support, but at times, emails got lost or files away in the wrong place. If I need to find a ticket of one customer, all I have to do is enter the email address, and I will see all tickets related to FreshDesk.
Efficient Customer Support and Engagement with Freshworks
What do you like best about the product?
The range of products: Freshworks offers a comprehensive suite of software products, catering to various customer engagement needs. Whether it's customer support, sales, marketing, or project management, Freshworks provides a solution for each area, allowing businesses to streamline their operations and improve customer experience.
Automation capabilities: Freshworks excels in automating repetitive tasks, saving time and improving efficiency. From ticket management to lead nurturing, the platform offers powerful automation features that help businesses streamline their processes and focus on delivering better customer service.
What do you dislike about the product?
Pricing structure: While Freshworks offers a range of plans tailored for different business sizes, the pricing structure can become costly as additional features and users are added. This might pose a challenge for smaller businesses with limited budgets.
Limited customization options: While Freshworks provides solid out-of-the-box functionality, customization options can be limited for businesses with unique requirements. Some advanced customization options may require technical expertise or additional assistance from the Freshworks team.
What problems is the product solving and how is that benefiting you?
Streamlining customer support: Freshworks provides a centralized helpdesk solution (Freshdesk) that enables businesses to efficiently manage customer inquiries, track tickets, and provide timely resolutions. This streamlines support processes and improves response times.
