Easy to use, implement and work with
January 27, 2023

Easy to use, implement and work with

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

Software Version

Estate

Overall Satisfaction with Freshdesk

We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.

Pros

  • simple to implement
  • set status of tickets
  • runs fast
  • automations

Cons

  • get out of office status from outlook
  • set out of office for agents
  • change font options
  • faster resolution times
  • reduced total cost to serve
  • accelerated time to value
easy to use, simple to manage, but has enough customisation to allow a range of automations and canned responses. The canned responses and ticket categorisation automations save a lot of manual work. If you want to improve productivity i would definitely recommend using Freshdesk helpdesk system. It runs in a web browser so doesn't require a lot of overhead
i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great

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

It's good if you want to organise work using a ticketing system with queues. For an organisation or company using e-mail or walk ups in person, this will reduce the amount of time wasted and allows a logical way of working to be implemented. Useful for IT or any type of service based work.

Freshdesk Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
8
Expert directory
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
8.5
External knowledge base
7
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Email support
10

Comments

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