Fresh ticket management for your reps and their desks!
March 08, 2021

Fresh ticket management for your reps and their desks!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Estate

Overall Satisfaction with Freshdesk

We utilize FreshDesk for our customer support division as our primary communication tool for our customers. Prior to this, we utilized Salesforce, and prior to that we utilized ManageEngine SupportCenterPlus. Freshdesk offers a modern UI and features that were either lacking, or too expensive to implement with Salesforce. Along with being user friendly for our support personnel, it has been easier to get customer's onboarded to the system to view their ticket statuses and provide updates right from the system. Freshdesk allows us to channel many emails from across our national customer base all within a system that can delegate them to the right support rep and specialists without missing a beat.
  • Offers many channels of communication - email, chat, and phone.
  • Modern interface that includes a smartphone application.
  • Intuitive to use, allowing new reps to be quickly onboarded with our system.
  • Comparable pricing to other solutions in the same market.
  • Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
  • Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
  • Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.
  • Certainly cheaper than what it would take for similar functionality to occur in Salesforce.
  • Has brought all communication for support channels into a single product, versus utilizing several different services for customer communication.
  • Not being able to integrate with our phone solution (Fuze) has decreased it's overall value to our company - tracking calls and voicemails are a manual process for our reps.
ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).

We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

There is always room for improvement. Freshdesk has a great feature-set out of the box and is useful almost as soon as you tie your email into it. Most options and help can be found via the knowledgebase, but the controls and setup are intuitive enough to get going. My rating is based upon using the product for several years now, and the need for additional features and quality of life functionality to be implemented - focusing on existing customer needs instead of new customer needs and what is "hip" in the market today.
Freshdesk support, while not nationally based, has been quick to answer any queries or to assist in the setup/explanation should something not be working the way it should. Usual responses to email inquiries are in 24 hours, while their chat is normally available during business hours (more complex inquiries may require a delay and email response from engineers versus the chat rep)
Freshdesk is a good solution for people wanting a modern interface with a comparable feature/cost ratio to other solution providers. Smaller teams of 5-10 would benefit more from it, whereas larger teams may struggle with some of the restrictions of the reporting and collaboration features. Add-ons for additional functionality can add up in a hurry, but it has plugins to integrate with other well-known services that you may already be paying for now. Were the phone channel they offer be stronger and less costly, we would probably give them a higher rating.