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Freshdesk is fresh and easy to use!
January 25, 2019

Freshdesk is fresh and easy to use!

Chianne Shepherd | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

Freshdesk is being used by our inbound technical support team. We can receive emails even outside of business hours when our phone lines are off. It then allows us to set parameters to make sure our support team is getting back to customers as quickly as possible. It is user-friendly.
  • Email
  • Social media
  • Self service
  • Formatting in emails
  • Formatting for FAQs
  • Freshdesk has helped us have more satisfied customers.
  • Freshdesk is easy to use for our agents which translates to their work.
  • Freshdesk made it easy for us to build a self-service portal which alleviates some customers from calling in.
Freshdesk has infinitely more features than osTicket. osTicket will lock you out of an email if someone has been in it recently. Freshdesk just gives you an eyeball icon that lets you know someone else may be replying when you are in there. There are so much more automation and reporting features in Freshdesk.
Fewer than 100 per week
The only issue I have with publishing relates to helpdesk articles. When we copy and paste into Freshdesk, it often scrambles the formatting. Then when you erase and type instead, it stays with the scrambled formatting. You often have to delete the article and start fresh without copying and pasting to ensure proper formatting.
I find the response and engagement capabilities of Freshdesk work well. We have automated responses for different ticket statuses and times left in that status. We are able to auto-assign tickets to agents. We have a huge library of canned responses to get back to customers quickly. It's easy to use Freshdesk's reporting to track our agents' work.
We don't support in multiple languages, but for the data we need, Freshdesk has it. It's easy to see in the feed which agent just closed a ticket or worked on something. We can see immediately when a new ticket comes in.
We use Freshdesk's data to track the number of tickets received and what days are busiest. We track our agents' amount of tickets resolved and what their first response SLA % is as we want to see they are getting back to customers within a certain length of time. We also track customer surveys on satisfaction.
Freshdesk is perfect for our support team of about 15 people with 3 different shifts. I'm not sure it would be well suited for a very large team, but I personally haven't used some of the functions that were developed for that. Its been a great way to manage our inbound tickets and make sure our employees are being productive as they all work from home.