Updated January 11, 2023
Employee in Information TechnologyComputer Software Company, 11-50 employees
Score 10 out of 10
Overall Satisfaction with Freshdesk
Customer support for clients. Support tickets and knowledge base articles.
- Companies, and contacts within, great structure.
- Good automation possibilities for notifications and escalations.
- Nice touch with the knowledge base articles.
- Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
- It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
I like the product's user-friendliness, even though I haven't explored it 100%. I love the capabilities for raising and managing support tickets, the RBAC model for the agents, as well as the customization capabilities and knowledge base section as a final touch. I have especially seen ROI for the time it takes to manage the tickets, communication, and monthly reports. Reporting capabilities have tremendous worth on their own.
Do you think Freshdesk delivers good value for the price?
Are you happy with Freshdesk's feature set?
Did Freshdesk live up to sales and marketing promises?
Did implementation of Freshdesk go as expected?
Would you buy Freshdesk again?
Freshdesk Feature Ratings
Organize and prioritize service tickets
Ticket creation and submission
External knowledge base
Internal knowledge base
Help Desk CRM integration
Evaluating Freshdesk and Competitors
- Product Features
- Product Usability
- Prior Experience with the Product
Product Features. We needed easier reporting, time tracking, notes taking, being able to merge tickets, having a front end system for the end users to open ticket, etc. Freshdesk accomplished that and much more! It saved a lot of time for our managers and consultants.
Change management was a minor issue with the implementation - I was the lead on this and trained all people needing to use the systems. Everyone, regardless if from technical or non-technical backgrounds, found the system easy to use.
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Like to use
Easy to use
Technical support not required
Quick to learn
Feel confident using