Fresh start to your customer support function - Freshdesk
Nipun Mohanty | TrustRadius Reviewer
November 17, 2018

Fresh start to your customer support function - Freshdesk

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Blossom

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 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
To start off I would like to specifically mention the team mailbox feature. This feature allows customers to remember a single email address for all their support related needs. This mailbox would then relay the message to all members of the support team making it easier to meet the response time requirement.

Automated email and reminders help in achieving the promised SLAs to our customers.
- Team email box helps with making sure no tickets are missed.
- Internal escalation workflows help in ensuring that each ticket gets the visibility it needs.
- Performance analytics helps in making sure that we are able to make changes in the right direction which are effective.
- Response routing feature & workflows help in ensuring that multiple teams are collaborate on a single ticket without any conflicts.
The data collection capabilities of Freshdesk are fantastic.
- Using Freshdesk data can be collected using various features.
1. Real-time Chat, it is also very simple to create a ticket from the chat window itself. It also stores the entire conversation for quality assessment.
2. Telephones are connected to the system and that too can help the client create a ticket.
3. Email is the most widely used mechanism & is effectively addressed by Freshdesk
The analytics module can be improved. Visual representation of data is not available for realtime reporting. Sentiment analysis is something which is very important but not available in the tool.
Freshdesk is well suited if you have a customer facing support function. It is the tool that you have been looking for to manage all your incident management requirements. The analytics feature is impressive and helps us in improving our areas where we lack in supporting our customers, assisting in making data enabled decisions.

Freshdesk will be an over ill if you are looking for an internal incident management tool, most features would not be used and hence not very effective.