Overall Satisfaction with Freshdesk
We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.
- Ticket Categorization/Tagging
- Scenario/Response Automation
- Jira Integration
- Key word search-ability to find specific topics in tickets is hit or miss
- Creating new contacts is a bit tedious
- linking tickets together is not very intuitive
- Faster resolution times
- Measuring KPIs such as time tracking allocated to specific issues
- Tracking customer satisfaction ratings
Freshdesk has helped increase customer satisfaction by a couple different ways. One, which we have just started to implement directly into our UI is the FreshChat option. Customers have quickly gravitated towards using this in app chat option and are very happy with how responsive our team is able to be. The second way is via the optional satisfaction rating that is sent when closing a ticket. Its a great tool for collecting all types of positive/negative feedback from customers.
Freshdesk was ultimately a more cost efficient option for our business than Zendesk. It also offered a wider suite of integrations (including Jira and Saleforce) which we heavily use for our business.
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