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Freshdesk OverviewUNIXBusinessApplication

Freshdesk is #1 ranked solution in top Customer Experience Management tools, #3 ranked solution in top Field Service Management tools, #3 ranked solution in top Knowledge Management Software, and #6 ranked solution in top Help Desk Software. PeerSpot users give Freshdesk an average rating of 8 out of 10. Freshdesk is most commonly compared to ServiceNow: Freshdesk vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 31% of all views.
What is Freshdesk?
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Freshdesk Buyer's Guide

Download the Freshdesk Buyer's Guide including reviews and more. Updated: January 2022

Freshdesk Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Freshdesk Video

Freshdesk Pricing Advice

What users are saying about Freshdesk pricing:
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • Freshdesk Reviews

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    David Seinsche
    Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees
    Consultant
    Leaderboard
    Easy to use with great features and helpful technical support
    Pros and Cons
    • "It is quite easy to program custom apps and integrate them."
    • "There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

    What is our primary use case?

    I worked for a huge company operating in about 24 countries and covering about 42 online-shops, separated by brands. We needed a ticket system where we could have everything included and also have separation as there were different call centers working for this company. They were not allowed to see the data of each other.

    Freshdesk offers this, with some automation and some other rules that allow us to put in and restrict as necessary. This was the main cause for why we are using Freshdesk.

    How has it helped my organization?

    The productivity has much improved since the use of Freshdesk, as the agents don´t have to use different systems to get all information for the customer.

    What is most valuable?

    This is the best tool. There are so many good features, however, one of the main, best features is the restrictions allowed for the agent. With a few mouse clicks, you can change the restrictions for them. For example, what tickets they can see, or what features they can use. 

    You can put in some custom apps. It is quite easy to program custom apps and integrate them as Freshdesk is very open with tutorials, and they jump in whenever the programmer has issues.

    You can learn the solution yourself rather fast. It's not complicated to use. Basically, what you see what you get. You don't just have to use it out of the box; you can find workarounds easily. 

    One of the main benefits is that it is not complicated and the layout makes it easy to find what you need. Everything there, including email notifications, automation, SLA policies, customer sales sections, and so on. It's labeled. It's not complicated. When you click on something, you know what you will get, basically.

    What needs improvement?

    They have some flaws. No system is flawless. When I started working with Freshdesk and Freshcaller as well, they were separate tools. Freshdesk is for tickets processing, while Freshcaller is for taking calls and creating tickets out of it. However, these two solutions were more or less separated even though they kind of communicated with each other. And yet, it was not that easy to get a connection. Currently, they are already working to have an omnichannel. That way, you won't have to switch tabs. You can stay in a Freshdesk window and from there you can reach everything. This is the main thing that has to be improved and they're still working tirelessly on it. 

    There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools.

    I'm raising feature requests for the system. However, when you add a feature request and then you have to wait - possibly even a couple of years until enough other companies raise the same feature request as you. Only when there is enough interest, it's put on a roadmap. 

    The size of your company seemingly does not really matter when it comes to having feature requests put on the roadmap. 

    For how long have I used the solution?

    I've been working with Freshdesk since June of 2019.

    What do I think about the stability of the solution?

    From the Freshdesk side, it's very stable. There are no issues with bugs or glitches. It doesn't crash or freeze. The performance is great. Of course, it depends on your internet connection and stuff and on your own computers. Sometimes, when it comes to Freshcaller, the service is not really stable. I experienced that in December last year. It was quite unstable, however, it's my understanding that they found a solution.

    What do I think about the scalability of the solution?

    In my former company, we had about 600 people using the solution. Now, I'm working with another company that is setting up Freshdesk and Freshcaller and there will be about 250 people.

    To scale the product is quite easy. Basically, you buy some service plan, such as the enterprise plan for example. It's based on agents. Whenever you want to add some agents, you just do it and it will be taken into account for the billing.

    How are customer service and support?

    You can talk to the support easily - just send an email - and they're very fast in helping you and offering solutions and workarounds. They have some great insights.

    My impression is that they are very dedicated and they have a lot of knowledge. I have to admit, I mostly worked with technical advisors who were dedicated to me. With the general support, I do not have that much experience. Sometimes I raise a ticket and, when my technical advisor is not available, some other agent or advisor will jump in. Mostly, they know what they're talking about. However, of course, when they have never seen my system or my setup and they are not into it, it's often not easy for them. Sometimes there are some misunderstandings, but those are sorted rather fast.

    Which solution did I use previously and why did I switch?

    This product was not the first choice. The first choice was Zendesk. However, there were some issues with the tool itself and with the attitude of the people there. We decided to move from Zendesk to another ticket system, and, with some research, we found Freshdesk and we decided to go with it due to the fact that it offers way more flexibility. On top of that, the people there are really dedicated and they're really human also. They don't want just to sell the product - they want you to be happy with the product. This was the second reason why we chose Freshdesk.

    Freshdesk offers way more competitive prices than Zendesk does. And, at that time, for Zendesk, it was not possible to do restrictions, such as ensuring one call center is not allowed to see data from another call center. 

    Of course, Zendesk has omnichannel from the start. Everything is integrated into one administration center and everything is connected already. You sometimes still have to find workarounds though as no system is perfect. This is the main advantage that Zendesk still has, however, Freshdesk is working on it to have their own omnichannel.

    How was the initial setup?

    When you get it, it's quite easy get up to speed. In Europe, you have to deal with strict GDPR-rules, and only when you take the highest price model, you will get a server in Germany. Apart from that, it's quite easy to get up and running.

    It took me a bit longer than two weeks to set everything up, because most of the things we wanted to have, we prepared in advance. I would say, to really get your bearing and to really know what you are doing, it takes about three to four weeks. Even then, I've been working with it for nearly three years now and I still learn. I'm still learning more every day.

    There is not really any maintenance. It's very stable and only requires maintenance when you have to change something due to any request or requirements from your own company. No technical maintenance is needed.

    What about the implementation team?

    When you get your demo version, you can do basically everything, try out everything, and there are people who can help guide you. There is a technical advisor and also an account manager. Whenever you have a question or whenever you don't know what to do, they are there to help you. During the first two weeks, I had constant calls with them to have a walkthrough and they would show me things and stuff like that. They're holding your hand basically. It's really great! They are very dedicated and want to help you and want you to be happy.

    What's my experience with pricing, setup cost, and licensing?

    Basically, they offer a free support desk, however, it's really small, with only a ticketing knowledge base and some other features. The best system plan is Enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly. This cost covers everything - routing, sandbox, audit logs - the whole omnichannel package.

    In comparison, for Zendesk, the best service plan is 150 Euros per agent per month, when you are billed annually. There's a difference of about 70 Euros. Freshdesk is much more affordable.

    When you want to buy the enterprise support model, then you can talk to the Sales guys about if the price can be lowered. 

    Which other solutions did I evaluate?

    I had some looks into RightNow, OTRS and some others. All of them either had not the needed features or were too complicated to use for the end-user.

    What other advice do I have?

    I'm a customer and an end-user.

    I would advise potential users that, if you are happy with omnichannel, take Freshdesk. If you want to have a bit better integration, you should just use Zendesk.

    I'd rate the solution at an solid eight out of ten.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Director of IT at a wholesaler/distributor with 51-200 employees
    Real User
    Top 10Leaderboard
    Solid, good price, simple to use, and requires negligible training effort
    Pros and Cons
    • "Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
    • "We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

    What is our primary use case?

    We are using it for IT support, desktop support, and any issues with any of our applications. We use it pretty extensively. It is the portal that we use for any requests, work being done, questions, bug fixes, and third-party software bug fixes. We even use it for tracking small projects.

    It is a SaaS solution, so we have its current version.

    How has it helped my organization?

    We had over-customized HEAT to the point where it was just not very useful for a company of our size. Getting Freshdesk was like a breath of fresh air because it was simple to use. It required zero or negligible training effort on the part of my team. We just started creating tickets. We integrated it with our email so that we can auto-generate tickets. It wasn't too bad as a technical challenge, and it just worked.

    What is most valuable?

    Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.

    What needs improvement?

    We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.

    For how long have I used the solution?

    I have been using this solution for a year and a half.

    What do I think about the stability of the solution?

    We might've had one outage a long time ago. It was down for a fairly brief time. Other than that, it has been solid.

    What do I think about the scalability of the solution?

    We don't have a huge company, so it is kind of hard to tell, but certainly, I've had zero problems with performance and being able to look at lots of tickets versus a small set of tickets. It should be fine in terms of scalability.

    We have eight people in IT who are actively using it. Overall, we have 135 people in the company. They're the ones submitting tickets to us by email or by calling in, and then we create the ticket manually.

    In terms of usage, I don't see it going outside of IT to the rest of the company. We use it for basically 100% of our IT work. We're pretty all in.

    How are customer service and technical support?

    They were decent. I was CC'd on a couple of emails when we were setting it up initially. There was some stuff about the email integration that was probably the hardest thing we did, and we needed a little bit of technical help on that, and they were timely. We didn't have 14 different back-and-forth exchanges where you felt like they're just answering from a book rather than really listening to the problem that you have and trying to address it.

    Which solution did I use previously and why did I switch?

    We were using HEAT. We switched because of the frustration amongst the whole team about how complex our system was. We had over-customized HEAT to the point where it was just not very useful for a company of our size. We needed something easier.

    How was the initial setup?

    I didn't do it. It was someone from my team. He did it in three or four days in the midst of everything else he was doing. It was simple. You just add in our users. He was able to import the names of everybody from the active directory, so we got all the employees there.

    We had to sit down and have a meeting to decide the lists, categories, and groupings, and then he just did it. A couple of days later, I started to use it in the pilot form, and we cut over to it fast.

    What about the implementation team?

    We implemented it ourselves. You don't need to have anybody else do it.

    In terms of maintenance, the only thing that we have to do to maintain it is just to add a new call type or something like that, but any of us can do that. It is very intuitive.

    What was our ROI?

    We have absolutely seen an ROI.

    What's my experience with pricing, setup cost, and licensing?

    It was definitely not expensive. It was two grand or maybe three grand total for a year.

    It has just straight and simple standard licensing fees. There is no additional fee.

    What other advice do I have?

    If somebody is implementing a new IT service desk ticketing system, they should definitely look at Freshdesk. If they just want a lean and mean system, it is really a great option. If you need a lot of ITIL complexity and have a very large team, and there is a lot of back-and-forth with tickets and heavy approval process and stuff, it may not be suitable. We have only one of their products. They may have other products that bolt onto it and add that in. We are using the simple version, and it doesn't necessarily have all those controls, but in our case, we didn't need all that.

    I would rate Freshdesk a nine out of ten. I am very happy with it.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
    563,327 professionals have used our research since 2012.
    Deepak Bartwal
    Application Manager at a retailer with 10,001+ employees
    Real User
    Effective CRM which has enabled our team to significantly reduce resolution time using the easy ticketing system
    Pros and Cons
    • "Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
    • "For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

    What is our primary use case?

    We have many regional locations and one central HR team sitting in our head office. They receive a large number of queries from staff via email across a broad range of confidential topics. Using Freshdesk, we have been able to effectively manage both internal and external communication to this team using IDs and HRMS data. For example, once a staff member has left the company, their IDs are deactivated and their access to confidential information is prevented. 

    We have used Freshdesk to group and assign similar queries to particular team members who are available. This has ensured that no one is receiving unnecessary emails. We have also been able to ensure that if a query has received no response for a certain period of time, that it is passed to the next available team member. Our teams are able to engage using the app which is easy and doesn't require them to log into their email. 

    How has it helped my organization?

    Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings. 

    What is most valuable?

    The easy integration, open APIs, and their overall product, which can be integrated with in-house applications have been valuable. We have also been able to connect and integrate our social media accounts into our in-house ERP system. 

    Using Freshservice, our agents are able to see the full communication history with a customer in each ticket. This provides context for every agent, even in instances where we have new agents join the team. The solution also allows for the grouping of communication by employee ID which has been useful. 

    This solution allows us to auto-assign and close tickets if there's no response within 48 hours. We can upload separate holiday calendars and time zones for India, Europe, the UK, or regions that update times stamps for customer communication based on these different times.

    Freshdesk releases new features every few months based on the needs of their customers or the market.

    Finally, very little code is required to make changes to the system.

    What needs improvement?

    For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers. For example, when we implemented Freshdesk, my team needed to write coding for four or five API integrations. The need to write this code also caused some difficulty as we write code on a different platform. Minimizing code for all integrations would make a big difference.   

    We would like to give access to Freshdesk for contract employees but this requires an email ID, which these employees do not have. Logging into Freshdesk is based on email login only. A year ago, we requested a different way for such employees to log in such as a mobile-based login but this is not yet possible. 

    For how long have I used the solution?

    I have used this solution for three years. 

    What do I think about the stability of the solution?

    In three to four years, we have only had one incident in which emails were blocked which stopped our ticketing system from working. This impacted us for two to three days. Apart from this, we have not had any other severe issues. 

    What do I think about the scalability of the solution?

    In total, we have 300 agents using Freshdesk across seven different teams. As this is a SaaS-based solution, it is easy to scale your use of the solution. 

    How are customer service and support?

    There is no direct contact number to reach a designated person. We need to call their tech support and deal with a different person each time. We usually need to reiterate what our issues are or write an email and the support phone numbers are UK numbers.

    Which solution did I use previously and why did I switch?

    I have previously used Zendesk.

    How was the initial setup?

    The initial setup is not complex. The user manual and initial demo given by the sales team of Freshdesk is good. Our non-technical team members were able to understand how it works within one to three weeks.

    The initial setup took around two to three weeks. What took the most time was writing the rules to manage the ticketing system. 

    What's my experience with pricing, setup cost, and licensing?

    We use a licensing model only so we pay for the number of agents we have configured in the system only. 

    What other advice do I have?

    Before implementing Freshdesk, I would recommend understanding exactly which parts of the system you will need. You will need to know whether you will use the ticketing system only or need the whole management system including tracking all interactions, social media engagement, and the many other features Freshdesk has. It is important to first understand all of your own requirements. 

    Overall, I would rate it an eight out of ten. 

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Paulo Roberto Vieira Mendes
    Operations Manager at Instant Travel
    Real User
    Leaderboard
    Easily connects to folders and devices but lacks ability to change email subject
    Pros and Cons
    • "The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
    • "I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."

    What is our primary use case?

    It is mainly used for customer support via email or chat.

    How has it helped my organization?

    I am able to use more analytics to track the performance. I also noticed that the overall speed of the platform is improved compared to our last CRM tool provider.

    What is most valuable?

    The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.

    We were previously using OTRS on the on-premise server and there was limited space for us. With Freshdesk, we don't have to worry about that because they actually have a cloud version where you can store more information. Also, the analytics of Freshdesk, for me as a manager, make my life easier tracking the performance of the customer support team.

    What needs improvement?

    There are some features I would like to improve. For example, I would like to be able to change the subject in emails for ourselves. We use a lot of third parties. So if we want to handle an email from one of our suppliers or one of our clients, we have to have two tickets, and it would be easier if we could only have one ticket to handle everything. With Freshdesk, that's very difficult because we can't change subjects. So, if we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.

    For how long have I used the solution?

    I have been using Freshdesk for about a year and a half.

    What do I think about the stability of the solution?

    The stability is fairly good. We have had some small issues with system crashing but it was resolved quickly by the Freshdesk support.

    How are customer service and support?

    We had one issue that we had to escalate to the technical support. It crashed and we had to have their help to fix it. Their support wasn't the best, it took a little bit for the person to understand what I was trying to say. And they seem to have a lot of layers between the customer support and their tech team. But once it reached the tech team, they were very fast to solve it.

    How was the initial setup?

    The initial setup was fairly simple. We had about a month of trial and then it was fairly simple when we launched. We had an onboarding person that gave us overall training for it, and then they have the Freshdesk Academy, where they have training videos on their platform that I could use. It would just direct my team to see it as well, so it's fairly simple. It didn't take too long.

    There were five people involved and it took about a month and a half.

    What's my experience with pricing, setup cost, and licensing?

    I think the pricing is fair. I don't think it's cheap, but I also don't think it's too expensive. It was one of the best values for your money that we found when we were checking the possibilities of substituting the old CRM tool.

    I think there is also a monthly fee, and if we want to have more features, we would have to also scale up the license.

    What other advice do I have?

    We switched to Freshdesk to have the possibility of having everything on the cloud. We used to have a physical server in our office and it just didn't make sense anymore.

    My advice to anyone thinking about Freshdesk is to test it a lot. There are some features that are very different from other tools. And make sure that you understand everything that you need. Also to talk with the sales personnel at Freshdesk to understand what they can offer. In our case, there were a couple of things that we had to adapt because I wasn't very clear with our needs on the onboard process. So, it was more of my fault than theirs but then we had to adapt it because Freshdesk just didn't have some options. For example, with their ticketing process.

    On a scale of one to ten, I would rate Freshdesk about a seven.

    Which deployment model are you using for this solution?

    Public Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Ashakir Akbar
    SAP-Program Manager at Axium Packaging
    Real User
    Top 20Leaderboard
    A stable and scalable customer service software with a useful reporting feature
    Pros and Cons
    • "I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
    • "There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

    What is our primary use case?

    We use Freshdesk for all our ticketing related to issues around the organization. We use this tool to communicate, track everything, and make everything visible for the organization. We didn't know what was happening before we got this application. Now we get to know what is happening at the plant level.

    How has it helped my organization?

    Freshdesk has an awesome reporting tool, and you can build all the reports and design them however you want. For example, I added a new field called a "reason" to the ticket to better understand why the user-created that ticket. After three months, I pulled the report with all the recent code, and it told us where the issue was and all the predominant problems we were facing. So, we came in and picked up the most important ten issues and started solving them, which has helped our organization. 

    What is most valuable?

    I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. 

    The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before. 

    What needs improvement?

    There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. 

    It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with. 

    For how long have I used the solution?

    I use Freshdesk every day. 

    What do I think about the stability of the solution?

    Freshdesk is a stable solution.

    What do I think about the scalability of the solution?

    Freshdesk is scalable and easy to achieve. We have about 2,500 people using it at my organization.

    How are customer service and support?

    Technical support is good and super fast.

    How was the initial setup?

    The initial setup is straightforward. Implementing Freshdesk is super easy, and I did it in two days. You don't have to break your head with the configurations because it's very simple. In two days, you can start using it. The production version can be set up in a week, and the whole organization can start using it.

    Once you run a test, you'll understand what features are available and what are not. You will also better understand what you can develop. In contrast, if you want to install ServiceNow, you will need a consulting company to do that, and they charge thousands of dollars. With this one, you don't need them or your in-house developers. You can just go ahead and create it in about a week and deploy it to production.

    It's a one-time activity, and once you've done it, that's it. You don't have to do any maintenance.

    What about the implementation team?

    I implemented this solution by myself.

    What's my experience with pricing, setup cost, and licensing?

    The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19.

    Which other solutions did I evaluate?

    We looked at other applications like JIRA and ServiceNow, but compared to Freshworks, they were expensive. Freshdesk is also quite easy, and just one person can set it up and get it running within a week. 

    What other advice do I have?

    I would definitely recommend Freshworks to potential users. If they are not using ServiceNow or a ticketing system in the environment, they should look at this solution, play around with it, and see how it works. They can look into other applications for mid-size to large-sized environments, but this is the best application. Even for a very tiny business, this is the best application.

    On a scale from one to ten, I would give Freshdesk a nine.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Asst. Vice President at a performing arts with 1,001-5,000 employees
    Real User
    Leaderboard
    It's such a simple tool and very intuitive, so the learning curve for new users is about an hour
    Pros and Cons
    • "The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
    • "There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."

    What is our primary use case?

    Our primary use case is support emails. When customers wanted to reach out to us, we had a help desk linked to the support email. When we receive tickets, all of them are classified by region and the assigned relationship manager. Then we divert them for resolution. 

    How has it helped my organization?

    One of the main benefits is user engagement. The interface is so fantastic that the learning curve for any user on the platform is maybe an hour. It's such a simple tool and very intuitive, so we can train a user and get them onto the platform within no time. If a user is aware of the business, using this tool is no hassle. The training time is so short on this platform for users at the associate level. 

    What is most valuable?

    The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.

    What needs improvement?

    When we ask them for changes or features, they usually provide a workaround or a feature. They stay on top of the latest technologies. The most significant feature they've added recently was two years ago. It was an AI chatbot, which is very important for business.

    They've gotten all the features at the right time and integrated them into the platform. There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback. 

    For how long have I used the solution?

    I've used Freshdesk as an admin for at least 4.5 years now, so I've been engaged with the tool day in and day out.

    What do I think about the stability of the solution?

    I've never seen Freshservice go down in the past 4.5 years that I've worked on that platform. I haven't had issues with usage or downtime. If there is downtime, we're told about it. We don't have trouble with connectivity because it's an SaaS tool, so there are no problems serving our customers. 

    What do I think about the scalability of the solution?

    It's absolutely easy to scale. I'm sure this can handle any number of users or any volume of issues. We have 2,500 users at the moment. 

    How are customer service and support?

    Freshdesk support is great. If we ever had minor performance issues, it would just take an email or call to the support center, and they would fix it immediately.

    How was the initial setup?

    It's very straightforward. The initial implementation didn't take long, but I wasn't there at the time. When I became an admin, somebody else had already implemented it, so I'm unaware of the details. However, we did more implementations after that, but it was plug-and-play because we already had everything in place. There were no hassles. There's no maintenance on our side, either, because that's taken care of by Freshdesk.

    What's my experience with pricing, setup cost, and licensing?

    I would say Freshdesk is competitive compared to other products on the market. 

    What other advice do I have?

    I rate Freshdesk 10 out of 10. I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization. I see that all the leading organizations in the market use Freshdesk today for the support system.

    It's more than a support tool because it has a lot of integrations that you can work with. You need to work with the team and let them know its use cases. They have a solution for all the issues with customers that we face as an organization. I don't think they've ignored anything from a customer experience perspective. I would say that any company wanting to implement this particular tool should try it because I'm sure they will like it.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Product manager, BI consultant at a tech services company with 1,001-5,000 employees
    Consultant
    Comprehensive CRM which helped us to improve our customer management and optimise how our agent work
    Pros and Cons
    • "There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
    • "The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

    What is our primary use case?

    We use Freshdesk, in our asset financing company, to handle customer complaints, issue tickets to available agents, and effectively manage escalations. We make use of the reports related to each of these different stages of the customer journey. 

    Our agents use Freshdesk to reach out to new and existing customers and work off the database we have in Freshdesk to retrieve the lists of our customers. 

    How has it helped my organization?

    We use it as a customer relationship management tool and it serves this purpose well. The key objective was being able to connect to a database of our customers in Freshdesk and to show information such as their names, credit status, and the last time we spoke to them. 

    What is most valuable?

    One of the most valuable features is the multi-agent system, although this is possible with most CRMs. There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues. 

    Freshdesk also provides useful data for the tracking of tickets and their statuses using time stamps. We have been able to implement different interventions for such as calling a customer when certain timestamps are made.

    What needs improvement?

    There are a number of different statuses for tickets that agents can apply. There were times when the customer service agents got confused as to how to use these statuses. This could have possibly been something we could have streamlined and improved manually, in retrospect. 

    The dashboards are useful but could be so much better. As product managers and data scientists, we couldn't use the dashboard for analytics and had to move the data in Power BI.

    For how long have I used the solution?

    I have used this solution for more than one year. 

    What do I think about the stability of the solution?

    Based on our experience, this solution was reliable and performed well.

    What do I think about the scalability of the solution?

    This solution is scalable. 

    How was the initial setup?

    The initial setup was easy for the average user. However, we did have instances where new features took a couple of days to implement properly.

    What about the implementation team?

    Deployment was a combination of both a vendor and an in-house team. 

    Deployment took two months. 

    What other advice do I have?

    I enjoyed the experience, as a product manager, using and implementing Freshdesk for customer service. Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used. 

    Before making the decision to use Freshdesk, I would recommend working out your use case thoroughly using wireframing or a mock-up. This will determine exactly how you would use the product and help you build a better customer management system. This type of planning will also allow you to deliver value much quicker. 

    Overall, I would rate this solution a nine out of ten. 

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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    Senior Vice President Information Technology at a comms service provider with 11-50 employees
    Real User
    Top 10Leaderboard
    User-friendly, free to use, and very stable
    Pros and Cons
    • "It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
    • "While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

    What is our primary use case?

    It's a simple application for trouble tickets.

    What is most valuable?

    The solution is very easy to configure. It will not take a lot of time to configure.

    It's a product that is very easy to use and very user-friendly. 

    It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets. Right now, we are in a big development stage with our business. 

    The solution is very stable.

    The scalability is good.

    What needs improvement?

    While it's good for a small number of tickets, definitely in the future, we will require something more powerful.

    I would prefer to have a lot more functionality. There's a bit of a trade-off between the price and the functionality. When we do choose the new solution, we will have costs go up. 

    For how long have I used the solution?

    I've been using the solution in this company for about a year. 

    What do I think about the stability of the solution?

    The stability is good. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

    What do I think about the scalability of the solution?

    The solution can scale. 

    We have 100 users on the product currently.

    As we grow and get more tickets, however, we likely will need a bigger product and will move away from this one. 

    How are customer service and support?

    The solution has been great. We haven't needed technical support. 

    How was the initial setup?

    As a cloud-based solution, the initial setup is very easy and very straightforward. It's not overly complex or difficult. 

    What's my experience with pricing, setup cost, and licensing?

    For us, the solution is free to use. We do not need to pay for something bigger. If we want more functionality, it will cost us more. 

    Which other solutions did I evaluate?

    We did look at other solutions, however, I cannot recall their names. We chose this solution as it was free to use and fit our requirements. 

    What other advice do I have?

    I'm a customer and an end-user.

    I'd rate the solution at an eight out of ten. I'm pretty happy with its capabilities. 

    While it does depend on the company's requirements, I would recommend this product to other organizations. 

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
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