A Fresh look at the process of supporting customers.
September 06, 2016

A Fresh look at the process of supporting customers.

Joseph Stacavich | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Free,Blossom,Garden,Estate

Overall Satisfaction with Freshdesk

Freshdesk is used exclusively by our support team to engage with our customers and track product issues. We wanted a system that would automatically generate support tickets based on emails from our customers, Freshdesk does this and so much more. Automation was also an important feature for us to make sure and limit the need for as much manual intervention as possible in the ticket process.

Pros

  • Setup with Freshdesk is simple. They have multiple help articles to get you started with everything you need. Also, if you are migrating from other help desk systems they have integration options available.
  • Automation, you can set up rules based on certain criteria to control how tickets are handled within your system.
  • Great UI. Everything is easy to find in the relevant section. Using the system is a pleasure with the flat material style.

Cons

  • The trouble with paying so little for a product, you can have a few key items missing without the hope of getting them added. Such as a single customer contact working for multiple companies, this request was in the system for a couple years. Then when it was finally released, they only gave it to the upper tiers of the product.
  • Support is helpful at times, have had many great experiences with them. However, there have been a few cases where it just gets pointed to a problem with the product with no work-around given and the customer is left to figure out the issue on their own.
  • Have noticed some slowness at times when a customer emails and that response makes it into a ticket. This has been pushed back on as an issue with our email host, but we don't see issues anywhere else.
  • We were using Salesforce before for support tickets and our CRM. We have since downgraded our Salesforce licensing to save money there, and we are spending far less on Freshdesk than we were for running support through Salesforce. This has freed up annual revenue we were previously pumping into running support.
We were previously using Salesforce, so from a head-to-head stance, I can tell you Freshdesk is much more pleasurable to use. When looking to replace Salesforce we were searching on other help desk products out there and Freshdesk was on the top of most of the lists we found, so we gave it a shot. Have not looked back since.
Being a smaller software company I feel Freshdesk is a perfect fit for us. It has most of the features we need with ease of setup and administration. Perhaps if you are a larger company and have many needs to address with multiple departments involved, things could get to be more complicated. Though they do allow for many different groups with automation spread across all of this, so it could scale to fit the needs of everyone.

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