Simplified ticket management and intelligent automation of tasks
June 23, 2021

Simplified ticket management and intelligent automation of tasks

Rachel Fishenden | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Forest

Overall Satisfaction with Freshdesk

Customer service solution that is used to manage omnichannel customer engagement, ensure quick query resolution and monitor customer communication conviniently.
  • Improves agent performance by offering different help desk metrics
  • Keeps customer information and other confidential data secure
  • Ticketing and auto-assigning emails and calls to agents
  • Customizing reports is tedious
  • It takes time to format emails
  • Efficient customer self-service
  • Creation of knowledge base articles
  • Efficient service management
  • Intercom
It lets users launch multi-channel support, automate help desk operations and as well provides self-service portals used to reinforce customer support efforts.
It streamlines ticket delivery and ensures maximum collaboration among internal teams.

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

The solution has integrated live chat, phone support and game mechanics and works with popular multimedia apps. There are mobile apps to take help desk anywhere you go.
I have not interacted with their agents so I wouldn't comment on this at the moment.
It is appropriate in collaborative ticketing and converting customers issues into resolvable tickets so that we are able to deliver quality customer service using different channels