Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is used as our primary support tool across 8 offices. We have agents split between 1st, 2nd and 3rd line roles and also use the collaborator feature to add additional staff from other departments. It is also our main help/KB tool and integrates well with other tools within the business.

Pros and Cons

Pros

The main ticket view is great, with powerful filtering options making it easy for agents to see what they need to focus on.
Integration with most other tools means staff across the business can see the data they need without always logging in to other software.
Free collaborator accounts mean staff from other departments can jump in to provide context without needing full licenses.
Custom dashboards and analytics mean it's easy to see what we need to work on right now and review how well we're doing.

Cons

The support portal/solutions system is powerful but could be improved with more flexibility to add extra pages and widgets.
Being able to hide or display fields based on the product or group would give better.

Return on Investment

Agents see what they need to focus on quickly
Response times down, customer satisfaction up
Cheaper than alternatives with no loss of features

Implementation Rating

Our implementation was incredibly complex; we moved from multiple individual support systems to a single shared platform combining multiple products, with the consideration of countries and languages. It took a while to roll out but that was by choice to ensure we could deliver excellent service. The Freshdesk staff worked with us at every step and ensured a successful implementation.

Customer Satisfaction

Freshdesk has been a big part of the growth of our support service over a number of years; seeing us improve response times, increase customer satisfaction and consistently come in under budget. The success is recognized both within the business and by our customers. We've also seen a reduction in support staff turnover as a result.

Alternatives Considered

Zendesk Support Suite, HappyFox Help Desk, Salesforce Service Cloud and HubSpot Service Hub

Over our time using Freshdesk we have tried to always keep up-to-date with other options within the sector but we've never found anything that has made us consider changing the system. Aside from features and costs we've always felt valued and supported as a customer so there has never been any reason to seriously look around.

Key Insights

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

Likelihood to Recommend

Freshdesk is a powerful and adaptable ticketing tool that works well in almost all circumstances. Where there are gaps, such as for an internal IT team, the Freshservice tool steps in as a solid replacement. With nearly 7 years as a customer, we are yet to find anything where Freshdesk hasn't worked for our needs with a few minor adjustments.

Freshdesk Feature Ratings

Comments

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