A powerful tool for ticketing and customer service
November 17, 2018

A powerful tool for ticketing and customer service

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

Freshdesk is a powerful customer support and ticketing tool, but we found it to be too powerful for our needs. We were evaluating a tool to potentially replace Falcon.IO or ZenDesk, but we found that the suite actually provided more than we needed for our team.

Pros

  • User interface design. Everything is visually appealing.
  • Ticket organization and search. Everything is easy to find and organized well
  • Speed of platform. For an efficiency tool, speed is paramount. Even half a second extra per ticket adds up.

Cons

  • I found that some of the macro actions were difficult to set up
  • Somewhat of a learning curve for third-party integrations
  • KPI dashboards are not customizable
  • Efficiency returns. Freshdesk helps agents become more efficient and clear more inquiries per hour
  • We evaluated the free version, so there was no investment.
ZenDesk and Falcon.IO were both better suited to our needs on price and level of complexity.
Fewer than 100 per week
We did not use the publishing feature.
Easy workflow for responding and engaging with customers. Handy keyboard shortcuts, and clear routing and assigning of tasks.
We have not used this feature.
We have not used this feature.
Well suited for larger teams with high volumes of tickets and agents spanning multiple focus areas.

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