Honest feedback
July 24, 2023
Honest feedback
Score 10 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
My team primarily use Freshdesk for ticketing services and documenting technical discussion with clients. This also contributes to building analytical and progress reports.
- The UI is very user friendly and simplistic without any unnecessary features floating
- We are able to categorise and prioritise different segments in our business
- Freshdesk also helps with building accountability and bringing transparency accross the org.
- Occasionally there are breakages when a long thread email is reviewed. Could be improved by hiding longer threads.
- The Auto-Assign feature has been a little inconsistent at times.
- Freshdesk has played a key role in helping us optimise the support experience and further made it easy to navigate through the historic interactions to find and solve repetitive tasks.
Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.
Do you think Freshdesk delivers good value for the price?
Yes
Are you happy with Freshdesk's feature set?
Yes
Did Freshdesk live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Freshdesk go as expected?
I wasn't involved with the implementation phase
Would you buy Freshdesk again?
Yes