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Great customer support tool within a nice price
March 22, 2018

Great customer support tool within a nice price

Jitesh Dugar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

Freshdesk offers a very good interface for our customer care team to address issues/concerns/feedback from our customers. It integrates with social media accounts and gathers feedback from these channels as well. It is easy to fetch reports and measure agent's performance. The best thing is that integration is very easy and works seamlessly.
  • Super easy to integrate
  • Dashboard provides important KPIs such as average first response time, unresolved tickets, overdue tickets, etc.
  • Reporting is very easy and smooth
  • We can assign tickets automatically to groups or agents
  • Pricing is extremely good
  • Capturing feedback from customers and building good reports on customer feedback score would be super useful
  • Chat functionality is not great, hence we use Freshchat
  • Would be awesome to add automated intelligent responses to queries
  • Handling customer tickets has become very efficient
  • Helped us identify and reward good performing agents and train poorly performing agents
  • Helped us improve the KPIs such as average first response time, average response time, etc.
osTicket is extremely basic and lacks a lot of features that Freshdesk offers. Examples include social profile integrations, ability to auto-assign tickets to agents or groups. Measure customer satisfaction score, chat feature. Also, osTicket did not run in the cloud so the setup process took some time compared to Freshdesk. All in all - Freshdesk was a great investment for us.
Fewer than 100 per week
We have not explored the social channel feedback feature from Freshdesk very much. But, we do use Freshdesk to alert our customer care team whenever there is a post on Twitter or Facebook. It helps them stay alert of the kind of issues being reported and take action accordingly based on the need.
Responding on Freshdesk is extremely important. It was very easy for us to train the agents as most of the features were self explanatory and the UI was smooth. In addition, since a lot of KPIs were displayed on the dashboard, it was easy for us and for the agents to monitor and keep improving.
It is very accurate in terms of collecting data and filtering our spam content
The level of analytics can be improved and it would be awesome if they could send weekly emails with all the KPIs and the items that need attention. It really fits admins who are not regularly logging in into the platform but want to stay updated on what their agents are up to.
Freshdesk works extremely well to handle customer tickets, especially, when we are working in a customer service industry. It also allows the customers to keep a track of their ticket status so that they feel valued. We have noticed that our customer satisfaction score has improved after implementation of Freshdesk for customer care team.