Freshdesk offers good bang for your buck!
Michael Jacobson | TrustRadius Reviewer
April 10, 2020

Freshdesk offers good bang for your buck!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Blossom

Overall Satisfaction with Freshdesk

We use Freshdesk for our email ticketing system. It allows incoming emails to be diverted to correct teams where individuals on that team can take and respond to the emails. It also integrates with our online chat system (SnapEngage) to record our completed chats as tickets for easy accessibility and quality assurance purposes.
  • Freshdesk is pretty cost-effective compared to other programs.
  • It allows us to create and access canned responses for rapid answering.
  • It's easy to assign emails to team members or for them to assign to management.
  • In the general inboxes, we can assign emails to team members and ourselves, but then those emails remain in the general inbox instead of coming out, which can cause confusion/duplicate work.
  • The analytics seem to count only answered tickets, whereas if we work a ticket that doesn't require an answer (such as a spam or auto-reply), agents don't get credit for those.
  • Freshdesk has definitely made organizing and responding to emails easier.
  • For the low price, it's definitely an efficient system overall; not many extra bells and whistles, but does the job we needed from it.
  • It makes it easy to keep track of our response times and keep us alerted in case we're in danger of going over.
Zendesk is the best email ticketing system we've used, but it's licensing is quite expensive (we're a non-profit); price is the only reason we abandoned them. PureCloud designs chat and email using the same interface as their phone software; you can't go through emails and assign; you have to go "available" and let them start "ringing in", which is woefully inefficient, especially if you have Spanish speakers and Spanish emails; you can't make sure they're going to the right agents. Freshdesk offers us most of what we liked about Zendesk with a far more palatable price tag (and they offer tiers at higher prices if you need more than basic features).
It's a great system for organizing all incoming emails into tickets that can automatically go to the right team so the right persons can respond. It's easy to transfer, easy to add/use canned responses, and easy to integrate with our existing online chat system. Analytics could be a little easier (I can pull up my individual team members one at a time to view their totals, but not one report that includes individual numbers for each; if I opt for a single team report, I only get overall team numbers with no member breakdown).