Satisfied Freshdesk Customer
August 02, 2022
Satisfied Freshdesk Customer
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.
- 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
- 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.
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