Tremendous Value-Add in Team Integration.
August 09, 2022
Tremendous Value-Add in Team Integration.
Score 10 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
I use Freshdesk to manage several email addresses that our members reach out to us on. Freshdesk organizes the fast-paced email communication from our members so that our departmental teams can quickly turn around their requests. We receive about a couple of thousand emails a month and always have an understanding of what issues are more difficult to solve than others with Freshdesk's analytics. More recently, we have been improving our ticket fields to generate reports for the board on what types of tickets we are receiving.
- De-clutters the shared ticket flow via individual ticket assignment and feed filters.
- Provides analytics on every aspect of the Freshdesk experience.
- Integrates multiple inbound emails into convenient groups for agent assignment.
- More specialized functions for increased customizability.
- The customer satisfaction report is buggy and does not always load.
- Automated ticket assignment has significant room for growth in sophistication.
- Time efficiency in resolving customer emails.
- Increased exposure of our customer support to key stakeholders.
- Increased harmony and productivity amongst departments and agents.
Freshdesk has increased customer satisfaction through the increased organization of our email communication system. We are now able to resolve items quickly, and we are dropping issues less frequently. They love that all of this occurs behind the scenes and still receive communication on their end through simple email responses. All of the increased satisfaction is from the improvement of our internal processes.
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