Great and cost effective ticket management software
July 08, 2022
Great and cost effective ticket management software
Score 9 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use Freshdesk to create a self-serving repository of product documents. The customers refer to these articles/product documents to understand how to use specific features and to get more product knowledge. Our customers also use Freshdesk to log support tickets which are then reviewed by the product and customer success teams for action.
- Very extensive product
- Relevant features
- Ease of use
- Complex to start with, feature overload for someone like us who needs 3-4 key features.
- Initial configuration was a challenge, signup flow was not intuitive. We ended up making 2-3 duplicate accounts.
- Reduced onboarding time for customers, as they can refer to self-serve product knowledge.
- Ease for account managers who dont need to handhold customers for every small things. Sharing links to the help articles is now the norm.
It has definitely helped us reduce the time to onboard and service our customers. I believe that has an indirect impact on customer satisfaction.
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