The Freshdesk free plan provides everything we need and more
August 24, 2022

The Freshdesk free plan provides everything we need and more

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

Software Version

Free

Overall Satisfaction with Freshdesk

We provide technical and commercial assistance exclusively through Freshdesk, having integrated it with our website as well as with various other software of our own making that adds notes and provides automatic responses. In addition, the software we are developing and commercializing has capabilities to submit support tickets directly in-app.

Pros

  • The web interface is very nice.
  • We have the options to configure everything as it best suits us.
  • Having a mobile app in addition to the browser version can be very helpful at times.
  • Even though we are on the free plan, we've had to contact support a few times and they have been absolutely great - extremely helpful and prompt.

Cons

  • The browser-based application has some minor issues with the shortcuts for the canned reply and support article links.
  • The mobile app could use some improvement in some areas. For instance, it would be nice to be able to open a ticket by ID or to be able to insert links to support articles that include the article title, just like the browser version does.
  • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
  • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
  • Our resolution time and turnaround time have decreased dramatically.
  • We are able to easily keep track of our support performance.
Setting everything up was very intuitive, although it's worth mentioning this is through the perspective of a seasoned IT technician. We've integrated everything from email and domain support to Facebook and Twitter, we've customized automatic replies, configured automation rules and so forth, all of these without having to contact Freshdesk support even once.
We found using Freshdesk great for keeping track not only of individual tickets, but also of the past tickets of each user. This has increased our ability to provide personalized assistance, taking into account the other issues reported by the same user, thus visibly increasing customer satisfaction - we've often had praise from our users after starting to use Freshdesk.

We also use automation rules that help us direct the tickets to the right agent, a sorting action that greatly decreases our average first reply time.

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

Freshdesk is extremely well suited for providing technical assistance through various channels such as direct email contact, API-submitted tickets, Twitter or Facebook messages.

We also find the Freshdesk API very useful for automating various support tasks such as automatic replies, private notes, filling in custom fields such as license keys and so on. Note: we have an old free plan which also includes API access; I believe the free plan no longer includes API access nowadays.

Freshdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
10

Freshdesk Support

Despite using the free plan, we've always had prompt responses whenever we contacted Freshdesk support. The assistance has always been professional and we've never felt like we were given less attention because we weren't a paying customer.
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 feel the need to purchase premium support. We rarely have to contact support anyway, things tend to be working perfectly fine.
The action that prompted my review of Freshdesk was in fact related to support: we had a problem with the embedded support form on our website, problem that required modifying an account setting in the backend. As these things tend to happen, this was on a Sunday; I sent a support ticket, it was solved within 7 minutes (I could tell by the test ticket that was sent) and I received a reply in 13 minutes.

Granted, not all our support interactions were like this, sometimes we had to wait for a few hours, sometimes even until the next day, but this particular ticket was absolutely heroic: Freshdesk support took less than 15 minutes for a reply and resolution on a Sunday...

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