Item: Freshdesk
Rating: 10
Author: Kylie Bieze

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Internally, we use Freshdesk to communicate with our brokers for print-related requests as well as communicate with our team members to fulfill job tasks or urgent errors that need fixing. We use freshcaller within Freshdesk as well to keep our communication channels easy to use, create tickets from voicemails and link calls to tickets that we may have with a particular user.

Pros and Cons

Pros

Links all tickets related to a user together to make the search easy
Ability to add watchers to a ticket — really keeps deadlines and visibility in the forefront
Ability to merge tickets together when they are a duplicate or similar request from the same user
Ratings!! We thrive on feedback from our ticket requesters so seeing what we've done well is a great boost to team moral.
Scenario automations and canned responses!! SO EASY!!

Cons

Easier implementation with freshcaller — syncing up voicemails with an internal ticket was a struggle (and is still being resolved) for a while

Return on Investment

Faster resolution times
Improved ticket reporting
Ease of use/functionality is better than competitors

Implementation Rating

The ability to control deadlines and due dates on tickets, add users as a watcher, create a "chat" based on the ticket, etc are all wonderful ways that keep productivity up and are a correct use of time. Freshdesk makes it so easy to not "forget" a request with things like automations — where you can set up the backend so that it will automatically email the ticket requester OR the agent assigned to the ticket to remind them to follow up, or that a request is pending,etc.

Alternatives Considered

Zendesk Explore

Freshdesk has significantly more features that work at an improved rate compared to the competitor. "Round robin" ticket automation, scenario execution, canned responses, etc are all features we use daily and things that Zendesk did not have (or you would need a 3rd party app to use).

Key Insights

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

Other Software Used

Freshdesk Contact Center, Freshservice

Likelihood to Recommend

When it comes to a ticketed based system to manage requests — albeit with your colleagues, different members of an internal department at your place of work, or a ticket requester — it keeps the process running smoothly. My industry in Marketing definitely needs a software like this to be able to keep track of, monitor, and save requests like this to make our lives (and our ticket requesters lives) smoother in the long run.

Freshdesk Feature Ratings

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