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FreshDesk to help manage technical issues for customer satisfaction
January 31, 2019

FreshDesk to help manage technical issues for customer satisfaction

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

Software Version

Free

Overall Satisfaction with Freshdesk

I've used FreshDesk for two organization that I work for.

We use Fresh Desk to help users with technical questions and issues that they have when using the website and applications. Sales and customer support are the primary users of FreshDesk. Those who send in tickets are free and subscribed users. Questions range from password reset requests to users experiencing issues or bugs.
  • Keeps track of all notes associated with a ticket.
  • Easy to manage an insert canned messages.
  • Keeps tickets organized and monitored.
  • When I'm typing, my cursor moves from where I am to another place on the screen. Sometimes above the text or back a few spaces. I've seen it do it with without me touching keys or the mouse.
  • Does not work well with page translations. One site I use is French-based. The site runs slower with page translations turned on.
  • It helps us separate help tickets from sales tickets.
  • Easy to manage and customize to our specific needs.
  • Easy to make notes and communicate with remote colleagues within a ticket.
I haven't used any other Help Desk type application.
Fewer than 100 per week
We don't use Freshdesk to publish content.
We are two smaller scale organizations using Fresh Desk for technical questions and issues that users have when using the website and applications. Sales and customer support are primary users of FreshDesk. Those who send in tickets are free and subscribed users. Questions range from password reset requests to users experiencing issues or bugs.

Everything is quite manageable at our level and with proper customization and implementation as our organizations grow, I would see the Fresh Desk application have the ability to keep up with that growth.
We collect name and emails and not much else so this isn't applicable to us at this point.
Not a focus for us
We've integrated Freshdesk with a few of our applications that are not noticeable to outside users so they don't realize they are talking to a Help Desk.

However, they could be more integrated with Hubspot. That would be nice.