Overall Satisfaction with Freshdesk
We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.
- Automation of client communication formatted just how you want it
- Merging and routing of tickets
- Easy to use interface for clients and agents alike
- Reporting is a bit awkward sometimes, but you can level up for better reporting
- The client onboarding to get them user accounts isn't always clearly defined
- There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
- It gave back a lot of time to managers by automatically routing or allowing teams to pick up tickets
- Freshdesk was a less expensive alternative to Zendesk which is near identical
- If you are getting more than 1 request a day, this is a no [brainer]
[Zendesk is] very much the same, but Freshdesk is less expensive and less bloated with legacy features. I also found the user experience to be more customizable and easier for all parties to use. Zendesk is very popular, but with that comes a price. Other products that have similar popularity like Workfront do more but are much more expensive.
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?
Yes
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
Yes
Not available