Rough at first but ultimately satisfied
January 25, 2023
Rough at first but ultimately satisfied
Score 8 out of 10
Vetted Review
Verified User
Software Version
Forest
Overall Satisfaction with Freshdesk
Freshdesk is used by our support agents to track software bugs and feature requests across our 4 major product offerings. Our Clients also use the support portal to track their own tickets.
- Ticket tracking
- Email integration
- Execute Scenarios
- customized onboarding
- Interaction at the ticket view level
- simple one step ticket view export for all time
- better app integration (Had trouble with zappier and Teams, attachment manager, Calendly)
- SLA is useless to us because we also track tickets like feature requests that mess with our metrics and now there's no way to clear the bad metrics.
- customized information (ex: Company name) in the ticket previews (Merge, linked)
- Include ticket summary in the phone app - without it the app is useless for some of our agents
- need a phone log check box/option in tickets that constitutes a client response thereby clearing the "First Response Due" demarcation. This issue render those demarcations useless to us because we spend a lot of time on phone calls with our clients - everything is not email driven.
- Faster resolution
- Added value for clients
We don't use it - we take a personalized approach with our clients always.
We purchased both Freshsales and Fresh desk at the same time. The Freshworks products gave the best solution at the time because I believed I'd receive one-on-one support and guidance as well as get all of the features we required between the two products as well as full integration.
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?
No
Did implementation of Freshdesk go as expected?
No
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
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 |
- Execute Scenarios
- Analytics
- Integration with apps
Yes - works well, except it is missing the ticket summary which is vital for our company.