Item: Freshdesk
Rating: 10
Author: Jeffrey Katz

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

I am a newer user to Freshdesk, but this allows the active tracking and follow up of our clients needs and noting for fellow team members. This is far superior to the previous system I used at my last job.

Pros and Cons

Pros

Ability to create templates
Tagging and alerting other team members
Categorization and customization of issues for trending and tracking

Cons

The inability to remove unused picklists

Return on Investment

Issue tracking
Reduced response time
Continuity between agents

Implementation Rating

It was already set up when I began utilizing the system.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Other Software Used

Salesforce Commerce Cloud, Amazon Connect

Likelihood to Recommend

Being new to Freshdesk, I was able to get up and running quickly. This was important as there was already so much new information coming at me in a new position, one less worry was appreciated. It is intuitive as a user and I can see how the ability to customize the layout from a design standpoint allows the product to grow with us as our needs change.

Freshdesk Feature Ratings

Comments

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Freshdesk is fresh and tasty.

Software Version