After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier

1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features 2. Get entire call history with cost and recordings 3. Cost effective compared to larger companies 4. Seamless integration with all products

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.

Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.

Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.

My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.

I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.

My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.

Feature filled. There's not much that you can't do with Freshdesk. They have a fairly strong eco-system for third party apps as well. The service works with minimal disruption. It's a fairly reliable business tool allowing businesses to receive contact and route that contact efficiently to the relevant teams.

Not always intuitive. For example, setting up reports is a bit of chore. Certain features just do not work the way that you think they should. The documentation is also a bit flimsy so a lot of it is trial and error. Not really great.

Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.

Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.

The reports function leaves a lot to be desired.

I am very undecided whether to buy it also because I would need many licenses and the costs go up. It also seems that it is not possible to have Italian numbers, this aspect would block the whole project

freshcaller is integrated with freshdesk

the monthly fee seems too expensive to me. I have to pay a fixed fee per month per agent and pay another euro for each number in addition to the call minutes. I am not very happy

We automated our 24/7 hotline which is really important to us. Works fine.

It works pretty fine, the setup is easy and seamless. Mobile app for iOS and Android also appreciated. We also appreciate API connection possibility and with Integromat/Make it does everything we need.

I must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.

We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.

Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.

The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.

Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.

Our service team can contact and call our customers by the system and not use their own phones and phone numbers.

On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.

Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.

Not really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.

We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning. We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.

It interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.

The app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.

It is easy to operate and set up callflows, business hours, etc.

That it does not offer all kinds of phonenumbers on the markets we use freshcaller.

It's great to have Freshcaller so integrated with the rest of Freshworks, particularly Freshdesk. Using the whole suite is a cohesive experience.

It's really easy to get going for very low cost. We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).

The app has a couple bugs, first with it not automatically turning off the screen when held to the face like other calling apps, and second with the call controls (like mute) disappearing in the middle of a call.