Automated alerts have transformed ticket handling but pricing and usability still need refinement
What is our primary use case?
My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.
A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk.
This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.
What is most valuable?
The best features Freshdesk offers, in my experience, are the out-of-the-box integration with various tools and the automatic assignment of tickets to technicians.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.
I have noticed significant changes in productivity, response times, and customer satisfaction; productivity has improved, and as I mentioned earlier, the time we spend on each ticket has now been reduced to just a few hours, allowing us to resolve level one tickets before the end of the day.
What needs improvement?
Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.
I wish for improvements related to the pricing point to enhance the overall experience.
Which solution did I use previously and why did I switch?
Before using Freshdesk, I previously used ServiceNow, but I switched because I wanted a better solution.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was smooth and better, and I do not have any complaints.
What other advice do I have?
I do not have anything else to add about how I use Freshdesk; I have shared everything that we do.
I would rate Freshdesk a seven on a scale of one to ten.
I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
great platform, doesn't have native chat enablement option leading us to buy freshchat
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
User-friendly interface but needs enhancement in ticket tracking and response times
What is our primary use case?
I am using Freshdesk. I have been using Freshdesk for one year. First, I had used Freshchat for chat support. Then when I was joining Savic Technologies, I used Freshdesk for ticketing purposes.
What is most valuable?
What I find best about Freshdesk is that it is user-friendly and easy to assign to employees to do their tasks.
It is easy to use. If we receive any ticket from the client side, I can easily assign it to the respective coordinator and technical person. I can assign that ticket to them to work on time.
What needs improvement?
There is no room for improvement in Freshdesk.
We can set a time period for particular employees as something that could be better.
For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.
For how long have I used the solution?
I have been using Freshdesk for one year.
What was my experience with deployment of the solution?
It is easy to do the initial deployment.
What do I think about the stability of the solution?
I face problems with stability sometimes while using Freshdesk. It's a server issue.
How are customer service and support?
The support team is really good. While taking a data report for one month, the real-time data and metrics it shows are wrong sometimes.
The support is good from my perspective.
I have faced problems with them regarding the FRT (First Time Response) and ART (Average Time Response). The first-time response should be within 30 seconds. Sometimes they will not respond within seconds, causing delays. The average response time's estimated time should be completed within 10 minutes. They should maintain FRT and ART, which includes the first-time response and average time response.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I did not previously use a different solution.
How was the initial setup?
The desktop setup is what I consider the initial setup.
Which other solutions did I evaluate?
I have faced challenges while using Freshdesk. When a client raises a ticket, I get a duplicate number. For example, if a client is raising ticket number 00118, and if the ticket is not generated properly, it will be generated again. So, we get two tickets, and it's hard to track that ticket history.
What other advice do I have?
The company has a partnership with Freshworks.
I would recommend Freshdesk to other people. I have used it. When I first joined the company I was using Freshchat for chat support. Then, Savic Technology used Freshdesk. Comparing the two, there isn't much differentiation.
On a scale of one to ten, I rate Freshdesk a seven out of ten.
Its good for small to medium sized enterprises.
What do you like best about the product?
All model functionalities like those of the advanced ticketing tools like "service now" is available in fresh desk.
What do you dislike about the product?
I don't know if it just happens with me but it is laggy sometimes. When the ticket count is high and workload is heavy this causes very much frustration.
What problems is the product solving and how is that benefiting you?
Same lining business processes, improving response time, Freshdesk integrates support channels like email, chat, social media, and phone calls into a single platform, preventing customer queries from getting lost in different systems abd this omni channel experience makes the workload easier
Easy to use and reliable
What do you like best about the product?
Freshdesk allows users to automate repetitive tasks, set up workflows
What do you dislike about the product?
Analytics provided by freshdesk,not happy the detailing.
What problems is the product solving and how is that benefiting you?
Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity.
Feedback
What do you like best about the product?
User-Friendly Interface
AI Usage
Business hours
What do you dislike about the product?
Reporting Limitations
No dashboard usage in Sandbox
What problems is the product solving and how is that benefiting you?
Problem: Emails, chats, and social messages are spread across different platforms.
Benefit: Freshdesk unifies all channels into a single inbox, making it easier to track and respond to every issue without missing anything.
FreshDesk, the perfect system
What do you like best about the product?
Its search and classification. it has an easier interface
What do you dislike about the product?
i am not sure about the dislikes in freshdesk
What problems is the product solving and how is that benefiting you?
It has a good search and tickets optimization.
A good Customer facing Support Desk
What do you like best about the product?
SaaS based application, easy to configure, automate and orchestrate
What do you dislike about the product?
However some configuration are not customizable and reporting needs to improved
What problems is the product solving and how is that benefiting you?
Better understanding of customer issues and Customer Self Services stand-out. This also helps to tidy the entire support space, generate common FAQ
Easy to comprehend, multi use
What do you like best about the product?
all platforms are connected into one single field.
What do you dislike about the product?
Resolved tickets do not reopen. have to check notifications for a response.
What problems is the product solving and how is that benefiting you?
providing customers a faster service with quick resolutions.
Freshdesk Review ~1 year of use
What do you like best about the product?
Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
What do you dislike about the product?
The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area.
What problems is the product solving and how is that benefiting you?
Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/
