Overall Satisfaction with Freshdesk
I use the Freshdesk Application for Customer Queries and internal Queries about my product. Typically solve Customer queries based on the agreed SLA. Scope of Service to the customer problems of my product and help solve the problem. Ticket Analysis with the report from Freshdesk. Customize the ticket fields and much more.
- Automation of Queue
- Customised Dashboard
- Customisation of ticket
- System Generated and Custom Trend Analysis
- Dashboard has provision to take 5 types of customer queue in a single dashboard.
- Filter out list of tickets to execute the bulk action which need to be improved.
- Forecast ticket traffic by AI System to give predictions to the User to work on the resources.
- Freshdesk has revised the Cost for their plans which is higher 2X higher for SMB
- Effective Delivering value to the customer as per Business SLA
Not much experience with this.
- Zendesk Support Suite, Salesforce Lightning Platform, Oracle Siebel CRM and Jira Service Management (Jira Service Desk)
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?
I wasn't involved with the selection/purchase process
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
Using Freshdesk
25 - - Customer Account Manager: Feature/Enhancement Request Handling.
- Product Support Engineer: Ticket Handling.
- Technical content writer: People who manage the content of the product and solution documents.
- Product Support Engineer: Ticket Handling.
- Technical content writer: People who manage the content of the product and solution documents.
18 - - Technically Strong people.
- Product Knowledge People.
- Automation People to handle Integration and automating things in Freshdesk
- Product Knowledge People.
- Automation People to handle Integration and automating things in Freshdesk
- Customer Issue Handling
- Trend Analysis to identify area of improvement.
- Transparency with customer
- Slack Integration, I can convert conversation into tickets to measure the efforts
- Jira Integration, I can create tickets to engineering and Product directly for anything
- Sales
- Marketing
- Community Forum
Evaluating Freshdesk and Competitors
- Scalability
- Integration with Other Systems
- Ease of Use
Friendly on the following,
- Contacts Manage
- Solution Page Manage
- Customized Dashboard
- Automate Ticket Fields, Reports, Responses, follow-ups, and so on.
- Easy to Manage and friendly to understand.
- Contacts Manage
- Solution Page Manage
- Customized Dashboard
- Automate Ticket Fields, Reports, Responses, follow-ups, and so on.
- Easy to Manage and friendly to understand.
I validate the feature difference and how important to my business for better customer experience to fasten the resolution.
Freshdesk Implementation
- Implemented in-house
- Ticket creation issue
- Acknowledgement to Ticket reporters
Freshdesk Training
- No Training
Definitely Friendly and I was first time user when I took the Freshdesk application to the business.
Configuring Freshdesk
Refer Freshdesk Tutorial to set up quickly.
No - we have not done any customization to the interface
No - we have not done any custom code
Wdiget tool implementation to my product which was easy to add it to my product code.
Freshdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No, I didnt need them because of my need and the purpose of business. I will get in future once i scale largely.
I received Good Support when the Admin of the Freshdesk account left the company that I work for. To get the access of Admin, need to go through some verification process but the support was good.
Using Freshdesk
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Ticket Customisation and Automating the responses
- Scheduling the reports
- Automate ticket field set
- 2 Different CRM tool to integrate is difficult without 3rd party
Freshdesk Reliability
Integrating Freshdesk
- Slack
- Jira
- Never difficult. - New ticket creation from slack and update the ticket comments along with status. - special commands to create a tickets from slack.
- Another CRM tool: Service Now
- Custom API that was used to monitor my product performance and health.
I dont know
- Single Signon
- API (e.g. SOAP or REST)
- Javascript widgets
Not sure
Refer the tutorial for better integration experience.
Relationship with Freshworks Inc
Yeah to some extend
It looks cool right now.
Upgrading Freshdesk
- Admin page has become organised
- Previous licence holder account access in the deleted bucket to disable anything scheduled as a report to anyone.
Yes - I was looking for more features to handle tickets and to speed up the resolution.