Satisfied Freshdesk Customer
August 02, 2022

Satisfied Freshdesk Customer

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

Software Version

Other

Overall Satisfaction with Freshdesk

All support previously was manual, with direct calls to support staff. We implemented Freshdesk to automate the front end of the Help Desk process. Presently only have 20 customers, but with two larger contracts coming onboard, we needed the ability to scale.

Pros

  • Onboarding process was superb
  • Automation of emails, tasks and FAQs are very good
  • Simple to start up with the tool, was fully operational within 2 weeks

Cons

  • Reporting, can't generate the exact report I want in terms of end users specific issues.
  • Sales - a little bit of a hard push to upgrade to the next level, and when we did, they tried to push us to the next level. In hindsight, the level we are at is the one we needed, so in reality, it was the right call by Sales.
  • Although our new larger clients are not fully integrated yet (not the fault of Freshdesk), we do expect the HD will provide strong productivity gains for our frontline Support team, who, unfortunately, today provide their direct numbers, and customers can call anytime.
The onboarding team was highly knowledgeable and provided almost instant answers to our key questions. They provided a full videotape of our 60-minute calls for us to return to them. Further, they provided two sessions beyond the "contracted limit."
Too early to tell.

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

Freshworks CRM, Dext Prepare (with Receipt Bank), Xero, Wagepoint
Small company with little experience with help desk functions, Freshdesk provided a solid entry-level, technically and price-wise.

We still needed some handholding by the onboarding team because of our lack of experience/capabilities. There should be an easier plug-and-play for smaller firms.

Freshdesk Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
8
Expert directory
7
Ticket creation and submission
9
Ticket response
9
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
8.7
Customer portal
9
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
8

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