Great ticketing Tool! Freshdesk.
September 22, 2022

Great ticketing Tool! Freshdesk.

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

Software Version

Forest

Overall Satisfaction with Freshdesk

Freshdesk is a ticketing tool that helps connect and heal and manage customer queries and complaints effectively. This helped the organization to improve customer experience by doing data analysis and quickly improving processes and policies. It has a great analytical platform where you can have various reports available to analyze data quickly and present it in a meaningful way.

Pros

  • Analysis basis Type, Sub-type and Sub-Sub-Type level.
  • Ease of tailor made reports download quickly.
  • Analytical and dashboard platform.
  • Track SLA and help control customer experience.

Cons

  • Feeshdesk should provide SLA set-up at Type, Sub-Type and Sub-Sub-Type level.
  • It must provide reports for merged tickets separately.
  • Reduced total cost to serve.
  • Increased customer satisfaction.
  • Great data analytics which helps improve process and policies.
The Freshdesk team was very supportive, and implementation was easy and smooth, just like plug-and-play. The team was always available to provide seamless help at all times.
Yes it definitely helped our business increase customer satisfaction and customer retention as we were able to resolve and track queries quickly. Annalise data and improve processes and policies.
Freshdesk is cheaper in cost versus Zendesk. Also, it has many features which are more advanced then Zendesk. Zendesk has many limitations, which Freshdesk overcomes and provides a better user-friendly experience. Automations are also easy and better in Freshdesk.

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 a ticketing tool that helps organizations to manage their customer queries and complaints in an effective manner. It has various analytical reports and dashboards available, which help you to analyze data effectively and help improve processes and policies to create a better customer experience. The only area where I felt Freshdesk could do better is to provide the option to map SLA at type, sub-type, and sub-sub-type levels, which can help the organization manage and measure data effectively.

Freshdesk Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.8
Customer portal
10
IVR
10
Social integration
10
Email support
9
Help Desk CRM integration
10

Comments

More Reviews of Freshdesk

  1. Home
  2. Help Desk Software
  3. Freshdesk Reviews
  4. User Review of Freshdesk