August 12, 2022
BélangerBusiness Supplies & Equipment, 1-10 employees
Score 10 out of 10
Overall Satisfaction with Freshdesk
FD helps manage customers and consumers alike, we can easily trace previous transactions, and requests. Using the knowledge base has also helped with new employees, allowing them to find information almost like a google search. Each ticket has a number, and we can offer consumers to call us and refer to the ticket number in question. Practical, and efficient!
- Searching previous requests is easy and fast.
- Knowledge base is a continuous collective effort, allowing to find info quickly.
- With a ticket number, any colleague can pick up where the prior colleague left off.
- Allow us to un-merge a ticket, other than merging by accident, at times, un-merging is really required.
It did not take our team long to learn, and find very helpful. In fact our manager has ordered additional features as we went along, and it only made things even better.
FD has helped with response time, and customer retention due to quick replies.
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Freshdesk Feature Ratings
Organize and prioritize service tickets
Ticket creation and submission
External knowledge base
Internal knowledge base
Help Desk CRM integration