Freshdesk is our best buddy in dealing with customer support tickets
Brent Lionel Mausisa | TrustRadius Reviewer
November 23, 2018

Freshdesk is our best buddy in dealing with customer support tickets

Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Blossom

Overall Satisfaction with Freshdesk

We use Freshdesk to answer all tickets that are coming from our clients. We assign the tickets to the relevant member of our team who can address the issue that the customer has sent to us to resolve. It helps us in having a centralized area where we gather all messages from all of our active clients and deal with their requests and complaints.
  • Freshdesk allows us to set the priority level of all ticket request from low to high then urgent.
  • Each of the users sees who is handling a specific request as of the moment.
  • It allows us to set the status of the ticket from Open to Waiting on Third Party. This is really helpful since we can track which ones is closed and which ones still needs our attention.
  • It allows you to add a "Note", but I believe there's must be a discussion box for each ticket for any tickets that may need inputs from multiple people.
  • It should also to add more than one assignee, so that if the ticket needs input from two or more people then everyone will be updated with the progress.
  • I'd like to see a more appealing user interface because customer support people are stressed sometimes, they should see a more lively or bubbly design.
  • It has allowed our team to focus on things that matters most on each project so it did increase our efficiency.
  • Overall, we did have more happy clients which increased our client retention percentage and increased our client's lifetime value.
  • We have been more organized in dealing with all the requests so it did lessen our stress level.
Zendesk is more expensive but when it comes to features Freshdesk almost can stack up with it. I know that Zendesk is more popular however if you're a start-up, and wants a better way to deal with your customer support and tech support requests then Zendesk is all good by all means.
The publishing capability is not that good but it's okay.
Customers can quickly respond to all our messages.
You can't get much data thru Freshdesk.
You can make filters for reports but it doesn't have analytics tool.
It's appropriate for tech support and customer support teams that get lots of requests each day and less appropriate for those who gets less requests each day. It's really good for a team work style of customer service because you can assign a ticket to a project where a team can see it.