Item: Freshdesk
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

It allows the user to have an inbox to sort and respond to messages coming from customers all in one place. Allowing multiple channels to be handled easily.

Pros and Cons

Allows for customization involving webhooks.
Very fine control over fields that can be added to tickets.
A variety of channels can be added on the premium tiers into one view.

In my opinion, it feels very unresponsive at times.
Integrations could be improved
Cost to value ratio can be a bit off due to the way features are paywalled.

Return on Investment

It would allow us to assess customer problems and address them.

Implementation Rating

It does alright, but there are more modern solutions that have more automations that can more quickly label intents/tags/prioritize tickets.

Customer Satisfaction

We were not able to use this service on our Estate plan.

Alternatives Considered

Gorgias

We have actually moved from Freshdesk to Gorgias due to the speed at which we can organize, and reply on Gorgias.

Key Insights

Do you think Freshdesk delivers good value for the price?

Are you happy with Freshdesk's feature set?

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Other Software Used

Gorgias

Likelihood to Recommend

It would depend on what they are looking for in a help desk solution. I would recommend it as their first to try due to its free tier. But for any larger business I would not recommend it.

Freshdesk, but not a fresh take.

Software Version

Overall Satisfaction with Freshdesk