Once a Zendesk User, Now a Freshdesk Fan
August 09, 2022

Once a Zendesk User, Now a Freshdesk Fan

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Freshdesk

Freshdesk is used in our organization to support our external clients. It gives us the ability to track individual clients, aggregated groups and provide specific SLA management. The system provides a solid knowledge management tool. Reporting is easy and well featured. The tools let us provide a wide range of support to our clients.

Pros

  • Customer Support is quick and thorough
  • Reporting is easy to configure and share
  • Administration is well thought out

Cons

  • The migration from Zendesk was not smooth
  • Make it clearer where to get support for Apps
  • It would be great to apply tags to companies that flowed to tickets
  • better understanding of client interactions and utilization through reporting
  • very easy to configure for quick launch
  • if you are not bringing a lot of conversion work, set up and time to Live is very quick.
Freshdesk is easy to use and configure. The training was thorough and well delivered. The instructor we worked with was very accommodating. We were provided with recordings of the training sessions so we could look over them if we had questions.
Freshdesk gives us good insight into our customer's support activities and how we are doing to meet their needs. The preconfigured reporting is very helpful to get a quick understanding of how the team is using the tool. Being able to report on overall performance and specific customer interactions helps us provide the kind of support our clients are looking for.
Having used Zendesk previously, we were not happy with the support we were getting. I had 5 different CSMs in 6 months. The tools are comparable, but the support from Freshdesk is quicker and more complete. Getting support from Zendesk was normally being sent a link to a knowledge article that would take time to read and digest, and still likely was too general to get a quick solution. With Freshdesk, the reps will respond quickly and they will get on zoom calls if needed or build quick videos to help explain things.

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

Support is very good and timely. Their own knowledge articles are to the point and not overly complex. The agents will frequently provide video clips to help understand functionality. They need to firm up the Zendesk migration tool for new customers, but once you are past that, it's very good.

Freshdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
9
Internal knowledge base
9
Customer portal
9
IVR
8
Social integration
Not Rated
Email support
10
Help Desk CRM integration
8

Using Freshdesk

50 - Everyone in the organization has access to Freshdesk, either as an agent or a collaborator. Support information is critical to everyone so having this access helps everyone see what our clients go through. From marketing to development, our teams all get to see tickets and provide input if they have relevant information.
2 - We have required minimal resources to manage our Freshdesk environment. It's so each to update and add new customers. We don't have to spend a lot of time on Freshdesk like you would with some of the older, established systems that require a good deal of ownership investment. Integrations are simple to configure and minimal effort to maintain.
  • Ability to provide access across the company at minimal cost
  • Ease of integrations with other systems
  • Integrating with our development tools allows support agents to stay in Freshdesk but still create bug tickets and enhancement requests
  • Getting updates in Slack for tickets helps keep everyone on task
  • Development can update their systems and the support team gets the notifications in Freshdesk
  • We are looking forward to learning the AI capabilities
  • We are also looking to deploy the community aspects of Freshdesk to deepen client engagement
  • We want to deploy custom reporting to get CSMs their information with minimal effort
Overall the experience of moving to Freshdesk has been very positive. The team has been very quick to learn the system and take advantage of the many features offered. The support we have received has been much better than previous systems and is one of the key drivers in why we like Freshdesk so much.

Comments

More Reviews of Freshdesk