Overall Satisfaction with Freshdesk
We are a product company in business for the last 10 years.
Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.
Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.
Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.
Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.
- Freshdesk is a plug and play solution which does not take a long time to get started
- Most features related to a problem management tool are available in the basic version as well
- Chat functionality is one of the most impressive features available with Freshdesk. Also, it provides a mechanism to send automated emails to users logging a ticket.
- The knowledge management feature is pretty sleek and easy to implement. This provides a lot of value to our customers.
- In a ticket if there is a lot of communication then the tool hangs and slows down and using it becomes difficult
- Customizing the tool is not very simple. It needs involvement from Freshdesk team.
- Access control layers are at a high level, multiple roles for access control will be better.
- Freshdesk has enabled our internal teams to be more effective and efficient in performing their duties.
- Freshdesk has multiple mechanisms to generate alerts and for people to follow up.
- Like I have mentioned before functionalities like real-time chat, knowledge management portal, automated email system make the team look very professional and elegant to global customers.
1. Analytics are equally comparable in both solutions.
2. Using Zendesk it is easier to create workflows and customization is simpler if you require workflows in your tool.
3. FreshDesk is an effective incident management tool, but lacks some feature functionality which a customer success team would need like CSAT & NPS, these were better available with Zendesk
2. Using Zendesk it is easier to create workflows and customization is simpler if you require workflows in your tool.
3. FreshDesk is an effective incident management tool, but lacks some feature functionality which a customer success team would need like CSAT & NPS, these were better available with Zendesk
Fewer than 100 per week