Freshdesk - A Must Have Software For Any SAAS Company
November 22, 2022

Freshdesk - A Must Have Software For Any SAAS Company

Luke Kadillak | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Estate

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
Our implementation was very seamless and well organized. It took us roughly 4 months to be integrated on Freshdesk and we also had to migrate from a competitor platform (Zendesk). The Freshdesk team was able to import a good chunk of our historical tickets that were on the Zendesk platform so that we could continue to keep records of past client issues/questions.
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

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.

Freshdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Ticket creation and submission
8
Ticket response
8
External knowledge base
7
Internal knowledge base
7
Customer portal
5
IVR
5
Social integration
5
Email support
7
Help Desk CRM integration
7