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Organize customer support with Freshdesk!
April 20, 2019

Organize customer support with Freshdesk!

James E. Heyward CPA | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

We are using Freshdesk as the hub of our client service process for the whole organizations. Our goal is to have all electronic communications go through Freshdesk and then assign the tickets once they are reviewed. This solves the problem of client communications being buried in our associate's email boxes.
  • Freshdesk is a great repository for communications from customers, leads, etc.
  • Freshdesk allows communications from many different channels.
  • The application is totally cloud-based.
  • I would like the ability to customize default information to fit my industry.
  • Include more social network channels.
  • Increase the number of integrations.
  • Freshdesk has reduced the amount of time we spent looking for emails in our Gmail.
  • Has allowed us to scale when needed via the day pass function.
  • Firm productivity has increased due to spending less time chasing data.
Initially, I worked with Zendesk when I first started working on a customer support portal. During that time I found Zendesk "over the top" and difficult to navigate, plus the fees were more then I wanted to pay.
100 to 500 per week
Well suited to serve as a help desk/customer support tool that can be used with remote or contract workers. It is designed for e-commerce type businesses but you can adapt Freshdesk's workflow to maximize the value.