Great support management platform
November 17, 2018

Great support management platform

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

Software Version

Free

Overall Satisfaction with Freshdesk

Freshdesk is our primary customer support platform - we use Freshdesk to handle multiple channels (web, chat, email) of support for our various web products. Freshdesk offers a clean, effective, and affordable ticketing and support management solution that allows us to effectively support numerous products and communicate with all of our customers.

Pros

  • Free trial for any business to get going and try it out
  • Web interface is clean, fast, and easy to use
  • Pricing is fair and affordable + scales nicely
  • Ecosystem of additional Freshworks products is developing nicely

Cons

  • Per agent pricing might be prohibitive for certain team sizes / situations depending on company stage
  • Some areas such as user groups and contact management can be confusing / could be improved
  • Freshdesk is an affordable solution that allows us to seamlessly manage customer support with minimal resources
  • Though the per agent pricing can be prohibitive at an early stage, we have been lucky to survive with one agent thus far
Having used Zendesk at a previous company, I prefer Freshdesk although they have similar offerings and both worked well for us. Ultimately most competitors offer free trials so there is no downside to exploring which product and pricing best fit your company and situation. For us, we are happy with Freshdesk as we continue to grow.
Fewer than 100 per week
We have not used any publishing capabilities of Freshdesk.
Our team is able to effectively respond to support requests and communicate with users. Freshdesk makes this seamless, both on the admin user side, and the customer management side. While there are a few quirks when it comes to managing contacts and groups, for the most part Freshdesk has allowed us to quickly respond to and engage with our users and we couldn't be happier.
Additional Freshworks products are being released to help improve the data collection and collaboration abilities of the Freshdesk/Freshworks platforms. For now our experience is limited to the offerings provided by Freshdesk, which are adequate, but we are eager to see how the additional integrations allow for increased data collection, segmentation, and reporting capabilities.
Freshdesk has a solid offering in terms of support analytics, however additional capabilities would certainly be great. While we are able to analyze our customer communications to determine trends and improve our product and support, we do feel like they could make advancements in this area to help us better automate responses and improve our product.
Given the wide range of Freshworks products and integrations, Freshdesk is appropriate for various situations: from a company that just needs a simple email support/ticketing system to one managing multiple support channels and products, integration with sales teams, and more. I recommend exploring the feature set with the free trial and seeing how it works.

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