Loading product reviews...

crm-customer-engagement-center freshdesk All Markets > CRM Customer Engagement Center

Freshdesk

4.3 out of 5.0 (4 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on Freshdesk but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Freshdesk Customer Support Software

    Fast implementation with benefits seen immediately

    Overall Comment

    Quick implementation and integration to existing systems meant that from day one we were seeing the benefit of such a system. Deciding on a solution is always a lengthy process, but a clear and concise roadmap and feature comparison helped narrow down options.

    What one piece of advice would you give other prospective customers?

    Understand the use of such a tool across all domains first, and quickly discover the tools that have the 'Must have' features through reviews and comparison tables. Too much time is spent thinking and not enough on trying.

    What do you like most about the product or service?

    Ease of use, comprehensive features and ability to be up and running in a small timeframe. Support for the service is also at a high standard

    What do you dislike most about the product?

    At times it's nice to have more options for more complex filtering of support tickets

    What one thing do you wish the vendor did differently?

    More availability to the reporting functionality on the lower level offerings.

    If you could start over, what would your organization do differently?

    Have a clearer focus on what it is we are looking for - specific features/services available. Realise the extent to which reviews through various analysts can give a quicker overall view of the top vendors.


  • 5 out of 5.0, Reviewed

    Product(s): Freshdesk Customer Support Software

    Implementation was easy, plug in are great, need a little bit more work for full solution.

    Overall Comment

    The vendor has been helpful in every aspect, they have done web ex to help when we got stuck.

    What one piece of advice would you give other prospective customers?

    Make sure you weight your decision on what products to go with based on what is important to you, not so much on what the product is not doing.

    What do you like most about the product or service?

    Very easy to implement, low-cost even if you use the phone option. Clean look, easy to use.

    What do you dislike most about the product?

    Nothing, have been great to work with.

    What one thing do you wish the vendor did differently?

    Improve the ability to create documents that call API's. Improve the ticket search function.

    If you could start over, what would your organization do differently?

    Maybe some training, since we did not realize how powerful the solution was until we started playing in it.

    Product capabilities - overall comment

    For what we were using it for, this product meet all of our needs.

    Service & support - overall comment

    Easy to get answers.

    Integration & Deployment - Overall comment

    Very easy to integrate, we chose to use a CSV import. Simple to implement.


  • 4 out of 5.0, Reviewed

    Product(s): Freshdesk Customer Support Software

    Easy implementation; easy to use; easy to customize; breadth of features was surprising.

    Overall Comment

    Found them via Google and took advantage of the free trial.

    What do you like most about the product or service?

    Multiple modes: email, web, mobile app. Very fast response time.

    What do you dislike most about the product?

    You can only log into one organization from the mobile app.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(4)
4.5

Timely and complete response to product questions

(4)
4.3

Pricing and contract flexibility (pricing and terms)

(4)
4.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
4.5

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
4.5

Ease of integration using standard APIs and tools

(2)
4.5

Quality and availability of end-user training

(2)
4.0

Ease of deployment

(4)
4.5
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
4.5

Did you purchase a support package from the vendor?

No


Timeliness of vendor's response

(4)
4.5

Was the support package worth it?


Quality of technical support

(3)
4.3

Quality of peer user community

(3)
4.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
4.3
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

Vendor/Product Selection

End User Support Manager

Functional Assessment

Analytics User

Data Steward

Development/Integration

Executive Sponsor

Implementation, Maintenance or other IT support

System Administrator

Technical Assessment

Technical assessment

Vendor Management


Why did you purchase the software or service? Multiple responses allowed.

Improve customer relations/service

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Reduce time to market

Improve compliance and risk management


What were the key factors that drove your decision? Multiple responses allowed.

Strong customer focus

Strong services expertise

Breadth of services

Product functionality and performance

Overall cost

Product roadmap and future vision

Strong user community


In which region(s) did your deployment take place?

North America

Asia/Pacific

Europe, Middle East and Africa