Great value for money and easy to setup and administer, but with room for improvement.
August 09, 2022
Great value for money and easy to setup and administer, but with room for improvement.
Score 8 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use Freshdesk as a customer support ticketing system so that customers can submit tickets for issues experienced with our software/services and feature requests. Using Freshdesk means that we are able to track submitted customer requests easily, set SLAs, and generate monthly reports about the number of tickets received, the number of tickets resolved, and if any SLA breaches occurred.
- Extensive customization of the customer portal, including layout and use of scripting for more advanced features.
- Easy to set up and administer the service.
- Customization of ticket forms is good.
- One of the things that persuaded me to choose Freshdesk was the inclusion of a user type called "Ticket Collaborator." This user type allows managers and members of other teams to read tickets and leave private comments without having to use up a paid seat. However, collaborators must be added manually to each ticket for visibility, even if they have permission to see all tickets. It would be much more useful if there could be a "Ticket Collaborator" user type that has access to all tickets automatically, without the need to be manually added to each and every ticket.
- Ticket fields cannot be configured with default settings, specifically text boxes. To aid customers in providing an appropriate level of information, we wanted to add a template for them to use. However, this functionality is not provided by default, and we were only able to do this via scripting, kindly provided by Freshdesk's Support team. Other ticketing systems have the ability to set a default value or template text for ticket fields as standard, and adding this feature would make Freshdesk even more awesome.
- The Jira plug-in is pretty decent, but there are some improvements that could be made. First of all, it would be good if syncing used some kind of default administrator account such that comments synced from Jira to Freshdesk appeared from "Freshdesk Admin" instead of the Freshdesk administrator who set up the account. Secondly, when the plug-in creates a Jira ticket, the text of the description in Jira often appears different from that of the original Freshdesk ticket description and has to be manually formatted to make it readable (bullet points and line breaks specifically). These are minor points but would help to make the plug-in more robust and make for a better user experience overall.
- Reporting functionality does not have any way of visualizing cumulative totals. So while it is possible to generate reports on incoming ticket number that is filtered by week/month/quarter/year, there is no simple way of seeing a cumulative total over time to see trends better.
- There is no simple way to manage attached files. If you want to see attached files in a ticket, then you have to go through every single response with an attached file and then manually download the files one by one. Yes, there is a paid extension that helps with this, but this kind of functionality should be built into the product itself.
- Visibility on incoming tickets and monitoring of responses. Before we used Freshdesk, we used to work with customers via guest Slack channels, so we had no way of knowing if a customer's message had been responded to, and we had no way of measuring response times.
Unfortunately, this is not a question that I can answer in any detail since we have only been using Freshdesk for about six months and we were not using any customer ticketing service before Freshdesk and so cannot make any comparisons. On the other hand, we have not received any complaints about Freshdesk from our customers, so I would consider that a good sign!
Jira Service Management Configuration was incredibly complicated and would have required significant time and effort to set up properly. Customer Portal customization is very limited compared to other solutions. No integrated voice solution is available, which was something that would be necessary for the future Zendesk KB is not included in the Support only package (costs an extra $15/agent/month). Read-only users are only included in Zendesk Suite, which includes more functionality that we needed (and was expensive as a result) and so was ruled out Custom reporting functionality also required an additional fee VOIP is only available as part of Zendesk Suite (an extra $30/agent/month).
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