Freshdesk Review
Updated January 11, 2023
Freshdesk Review
Score 10 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
Customer support for clients. Support tickets and knowledge base articles.
- Companies, and contacts within, great structure.
- Good automation possibilities for notifications and escalations.
- Nice touch with the knowledge base articles.
- Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
- It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
- Faster resolution times to tickets
- Faster reporting
I have not used this feature.
It's simpler and great for start ups and small business.
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
Freshdesk Feature Ratings
Using Freshdesk
10 - Managers, consultants, accounting
2 - Tech-savvy. IT oriented.
- Tickets organization
- Reporting
- Knowledge base articles
- Time tracking on tickets.
- Submitting documentation and role segregation
- Chat support.
- Omnichannel feature
Evaluating Freshdesk and Competitors
Yes - Native Microsoft Sharepoint's Help desk tool.
- Price
- Product Features
- Product Usability
- Prior Experience with the Product
Product Features. We needed easier reporting, time tracking, notes taking, being able to merge tickets, having a front end system for the end users to open ticket, etc. Freshdesk accomplished that and much more! It saved a lot of time for our managers and consultants.
Check rating sites as Trust Radius.
Freshdesk Implementation
- Implemented in-house
Change management was a minor issue with the implementation - I was the lead on this and trained all people needing to use the systems. Everyone, regardless if from technical or non-technical backgrounds, found the system easy to use.
- We had some issues assigning Admin of the platform, but it was solved quickly.
Freshdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No. Regular support is great.
Wondering how the payments worked, how to bill invoices and got immediate response. They set up a call to explain in detail everything to us and go above and beyond for us as clients.
Using Freshdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Opening tickets.
- Creating accounts for customers
- Customizing fields
- Reporting
- Some fields cannot be removed and is difficult to set per-customer fields for the support tickets. We need this feature as we have different support and SLAs for different customers.