Good Ticketing Platform with Certain Limitations.
August 09, 2022
Good Ticketing Platform with Certain Limitations.
Score 6 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We use Freshdesk's ticketing system to field all external inquiries from our customers, which range from general questions all the way to product-specific and API-related items. Our Support, Product, and Client Management teams are all on the platform, and there is a lot of cross-team interaction there. In addition to the ticketing system, we also use Freshdesk's Help Center, CRM, and Reporting tools.
- There is a good amount of functionality available compared to other platforms.
- Pricing is competitive for the amount of features that you get.
- Support is 24/5 and you can contact them via Phone or Email.
- API Documentation is a bit stale/unclear, and that delayed our ticket migration by several months.
- Bug reports and feature requests don't seem to get implemented or fixed very quickly, if ever. The platform isn't rife with bugs, but there are definitely some that should be addressed.
- Their Support Team lacks access to any client data, and they have to ask us to add them manually to our account because of that (the first time I have ever seen this). We can't do that because we use SSO, so we often have to send them screenshots and video grabs, which slows down the Support process considerably.
- They can't host files or videos on their Help Center, which means you need to have those hosted on your own server.
- Better and more granular reporting tools.
- Slightly faster resolution times.
Overall customer satisfaction has been about the same since we moved to Freshdesk. With Help Scout we were able to have our Satisfaction Survey linked in every email and we can't do that on FD, so we send external emails once tickets are resolved and that's fine. I will say that their Freddy AI product has been a bit disappointing when it was touted as something that would significantly decrease our agent handling times. The Help Center article suggestions that it makes are sometimes not even in the same ballpark as the issue at hand.
The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. India), so if that matters for you, it might be worth a look. Intercom is catered mostly to Chat as a Support Channel and doesn't offer that, and it was also a lot more expensive than Freshdesk. Jira is ok, but we wanted something that was geared more towards Support and less towards Developers.
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?
No
Would you buy Freshdesk again?
Yes