A complete automated ticketing solution
November 19, 2018
A complete automated ticketing solution
Score 9 out of 10
Vetted Review
Verified User
Software Version
Blossom
Overall Satisfaction with Freshdesk
Much more speed and efficiency in our support work flow: Automation, assignments, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc. Looking forward to integrate the telephony also :-) I'm a tech manager in a growing online business and our support team is currently 3 agents. We needed to transition our support flow from mostly shared email support to something more efficient and I was the one to explore and choose the tech solution that we would implement - I chose Freshdesk. Here is why: The User Experience is very very well designed. I looked into ZenDesk, ZohoDesk, Desk.com, LADesk and others and they were all about the same price however Freshdesk stands out for the ease of use by far.Desk.com was the second-best design. However it was quite bland. Freshdesk was surprisingly easy to understand for the less technically inclined people in my team and that is a win. Freshdesk is full of features and while there are many we won't use in the foreseeable future there were enough really useful ones in the first paid plan [Blossom] that we felt comfortable justifying this expense for 3 agents and eventually 4. The ease of use of these features especially compared to shared mail made us buy into Freshesk: 'Group', 'assigned to', 'Tags', ' Dispatcher' , ' Observer'. We found how to automate all of them. I had EXCELLENT tech support to customize the ticket fields and widgets; we needed API calls and Webhooks used to fit the workflow to our preferred implementation and really the tech person knew his job, was always patient and knew what to suggest and how to help me configure Freshdesk above and beyond what I expected.
- Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training.
- My favorite thing about Freshdesk is that it gives me very good insight into my agent activity so that I can come up with ways to motivate, reward and course correct my team. It has also come in handy to have recorded calls to look back on when needed.
- * Agent collision - so much time is saved not having staff looking at the same ticket and dealing with it. * Customised list view for agents - allowing staff to determine what tickets they wish to view and easily jump from one view to another at a click of a button.
- I like how the software keeps our team organized; everyone knows their issues to deal with and we don't lose track of anything. It's easy to respond to clients when the email in. Everything is clear and having required fields helps make reporting nice an easy. Overall I've been quite happy with the software and the rapid responses of the support team.
- As we used the Free edition, we don't see any cons.
- The only thing I would change is having the ability to customize the dashboard but everything else is perfect
- Nothing worth even mentioning. This software is just perfect. We have found a few limitations and even a bug but the customer service have always promptly answered our queries.
- I am personally not crazy about the new interface but our team seems to love it. The reports could get a bit more detailed, but frankly not much bad to say about this solution.
- Less mannning.
- Less manual work, from ticket assign to auto responses
- Meet the SLA for providing solutions or responses to the customers in timely manner.
1,000 to 5,000 per week