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Freshdesk helps me do my job well.
November 27, 2018

Freshdesk helps me do my job well.

Eric Weiss | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

My company uses Freshdesk to help quickly address and reply to any questions, comments, or issues our clients may be having in our app. Freshdesk is a great tool that allows anyone with a login to see a queue of tickets which can be easily grabbed and assigned out. This way, no messages that are received slip through the cracks.
  • Great dashboard view for displaying easy to read data.
  • Great tools like "Discussion" which allows me to "chat" with my team about certain tickets.
  • A fun point system which tries to make you want to stay on a positive end so you receive positive feedback from clients.
  • Freshdesk could offer a dark view to bring down the brightness of the app. Reddit has done this recently with "Night Mode." It's easier on the eyes when the background is black instead of a bright white/gray main view.
  • I'd like to see some improvements on the Suggested Solutions option when replying to a Contact. We use our help pages a lot to link articles to a Contact so they have extra information as needed. If I need to link multiple articles, there are multiple clicks required to achieve this.
  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
At the time, Zendesk had a bland feature and didn't offer the flexibility and tools that Freshdesk did. So when we had an opportunity to convert and switch over, we did. Since we have, we've been satisfied with what Freshdesk has had to offer. They've been fairly quick in resolving any issues in the app and haven't done anything to make us re-think our decision with going with them 3 years ago.
Fewer than 100 per week
Freshdesk provides me the tools I need to quickly engage with my Contacts on a needed basis. I can easily view from my queue when tickets come in which help keep my workflow maintained. Assigning tickets to proper users on my team is very easy to use and if needed you can receive email notifications for those said updates.
Freshdesk is great for someone who has a customer base that needs to be communicated with frequently. It helps organize and show a history of communication you and/or your team members have had with the said Contact so it's easy to stay on top of their needs and view their history so you can solve problems more efficiently.