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