Time to value experience
Updated August 05, 2022
Time to value experience
Score 10 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
Every user problem is unique. We use automations to close tickets or assign them and some solutions can be made to prevent repeating tasks. Other than that, not much automation is done.
- Visualization of the open tickets.
- Customization.
- They keep developing and adding things to the platform.
- They should notify users when new features are available.
- When forwarding a conversation, only the original request is added. The whole conversation should be added or we should be able to choose this.
- Forwarding only includes original message.
- Update us when new features are available.
- When an out-of-office message is sent automatically from a customer, and we set the status to "waiting on customer" the status still shows "customer responded." That is annoying.
- Faster resolution times.
- Accelerated time to value.
- A good overview for new workers.
In a certain way Fresh has helped us with the satisfaction of customers. We have the fresdesk as a knowledge database (internal solutions, articles, canned responses) but it's a useful platform to re-use answers or find similar user problems. As each ticket can be assigned to an agent, group, etc... we have a clear overview of what is happening.
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