Item: Freshdesk
Rating: 9
Author: Grietz Rosell

Use Cases and Deployment Scope

As an outsourcing company, Freshdesk is vital in our performance management. This serves as the data in or time-tracking system we use to serve our clients. We also use it in catering services for outsourced members. We implement this system in our client's businesses so that they get reports helpful in assessing their offshore team.

Pros and Cons

Time-tracking.
Omnichannel.
App integration.
Channel partnership.

No dedicated technical support.
Omnichannel products incomplete data in Analytics module.
Dedicated technical support for app integration.

Return on Investment

Faster resolution time.
Accelerated time to value.
Total cost to serve.

Implementation Rating

For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.

Customer Satisfaction

Freshdesk’s omnichannel customer support suite and AI-powered automation helped us massively. We are now promoting the omnichannel for our clients as it is already a one-stop shop. We can now assist with tickets, calls, and chats without having to pay more in licenses. Furthermore, it eases the difficulty and the hassle of 3 reports into 1.

Alternatives Considered

Zoho Desk, Zendesk Support Suite and Freshservice

Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base CRMs. Zendesk Support Suite is good in time-tracking but not really effective in calculating turnaround times. Freshservice is very technical. Freshdesk is a combination of all three. It is a one-stop shop and is great for its price.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Freshservice, ActivTrak, Keeper, Microsoft 365, WorkflowMax

Likelihood to Recommend

Aside from the improvements I've mentioned for Freshdesk to consider, I highly recommend this product for productivity tracking. For seven years now, it has helped the client and the company grow the business from 1 staff to 400 billable staff, all thanks to the time tracking ability of Freshdesk. I highly recommend it to client's businesses as well, not just the outsourced team, and it has been working pretty well for our clients.

Your One-Stop Shop Outsourcing Need.

Software Version

Overall Satisfaction with Freshdesk