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Freshdesk was a lifesaver when we were drowning under our support tickets!
August 11, 2022

Freshdesk was a lifesaver when we were drowning under our support tickets!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

We use Freshdesk to deal with inbound emails, Facebook messages, and in-app from our end consumers. We receive 30 to 100 tickets on a regular basis and up to 200 tickets on what we deem critical days which can be 4 to 6 times a month. Initially, we had two people on our helpdesk so we had to find a ticketing platform that can support automations.
  • Automations.
  • Easy to use.
  • Analytics.
  • AI support for automatic ticket priority assignment.
  • Reduced man hours spent on tickets.
  • Faster resolution times.
  • Feedback from our end consumers via surveys.
We were able to set Freshdesk up on our own and with ease. We only had to contact Freshdesk once to ask a question and they provided the answers that we needed quickly.
Since we started taking advantage of Freshdesk’s automation features, we were able to shift our focus to spending the extra time on complex tickets and adding personal touches on our interactions with our end consumers. This lead to consisten positive feedback from our users that we were efficient and quick to serve.
Freshdesk is far more meatier than HubSpot in terms of analytics, automations, and ticketing options. When we used HubSpot, we constantly felt like we were drowning under an influx of tickets with no way to manage them but to hire additional people to man the helpdesk. As opposed to Freshdesk, HubSpot had very limited options when it came to ticket management and automations.

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

We are a startup company that usually receives 30-100 tickets on a regular basis but we’re seeing that number grow steadily as our company grows. Our primary concern was automations because we wanted to ease the demand on our specialists so that they can focus on complex tickets and impeccable customer service. With Freshdesk, we were able to automate mundane tasks and shift our team’s focus on the more important things.

Freshdesk Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
7
Expert directory
Not Rated
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
Not Rated
Internal knowledge base
8
Multi-Channel Help
8.5
Customer portal
Not Rated
IVR
Not Rated
Social integration
7
Email support
10
Help Desk CRM integration
Not Rated

Using Freshdesk

6 - Freshdesk is being used by Chief of Operations, Head of Customer Engagement, Customer Engagement Manager, and three Customer Engagement Specialists.
5 - Freshdesk is used on a daily basis by our Specialists to manage our support tickets. The Manager uses it to support the Specialists and the Head and COO use it for analytics.
  • An influx of tickets on critical days.
  • Measuring our specialists’ KPIs.
  • Gathering user feedback from our end consumers.
  • Analytics on our end consumers’ behavior (we service businesses whose employees use our service).
  • A litmus test for AI integration in our app and website.
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking.

Evaluating Freshdesk and Competitors

Yes - We replaced HubSpot because HubSpot lagged behind Freshdesk by a mile when it came to ticket management, ticket prioritization, and automations. HubSpot also felt clunky to use and the reports that we were able to generate from it were severely lacking.
  • Product Features
  • Product Usability
The most important factor for us was the features that Freshdesk has. Our platform had to have automation features and excellent ticket management features because we were envisioning growth in the coming months then. Price wasn’t really a big issue but we also wanted to save where we can. We were set to review 2 more against HubSpot but decided immediately on Freshdesk after a one-month dry run.
Being a small company, we were happy with our selection process as Freshdesk is working well for us.

Freshdesk Implementation

  • Implemented in-house
Change management was minimal - Implementing Freshdesk was very straightforward and was handled by a small group so this question might not really apply to us.
  • Time management.

Freshdesk Training

  • No Training
For a small company with average technical skills, implementing in-house should be a breeze.

Configuring Freshdesk

In our case, configurability was easy as we had the room to experiment and see what worked for our small team.
Avail of the Sandbox feature so that your analytics isn’t skewed when you use test tickets.
No - we have not done any customization to the interface
No - we have not done any custom code
None

Freshdesk Support

We contacted Freshdesk a total of two times and both interactions were the epitome of excellent customer service. They were accommodating, understood our questions, gave us the exact answers that we were looking for, and were overall pleasant.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We did not purchase premium support as we emailing their support email gave sufficed for us.
We were having an issue that we weren’t sure how to explain so we emailed their support team. They understood exactly what we meant even if our explanation of the issue was admittedly confusing and lacking in details. The explanation to the issue was given to us in a simplified manner and that turnaround time for the resolution was much faster than we initially anticipated.

Using Freshdesk

Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Understanding the dashboard is a breeze.
  • Ticketing options.
  • Automation rules.
  • Analytics widgets.

Freshdesk Reliability

We are expecting Freshdesk to be able to handle ten-fold our current ticket volume as its features (AI and automations) seem to be geared towards that.
So far, we haven’t experienced outages or bugs.
The only loading issues that we’ve experiences is in the analytics page but it wasn’t too much of an issue and more of an annoyance.

Integrating Freshdesk

  • Our website
This feature is available in Freshdesk.

Relationship with Freshworks Inc

We found Freshdesk via online reviews so there really was no sales process to speak of.
We are satisfied with the pricing model.

Upgrading Freshdesk