Item: Freshdesk
Rating: 9
Author: Wim Van Aelst

Use Cases and Deployment Scope

We wanted to follow up on questions from users in a more modern way. Before we used an internal database, so we lost a lot of time copy/pasting info from mails into records and there was no good way to follow-up on them. There also was no possibility to get any statistics.
Freshdesk allows us to have a streamlines process for the typical requests (access to eOLF, the application to file patent applications; or access to MyPage to review a portfolio or make payments) or for generic questions.

Pros and Cons

just sending an e-mail opens a ticket
attachments can easily be added to 'canned responses' (standard letters)
easy to get statistics
feedback can be easily asked after the ticket has been resolved

creating canned responses takes time since copying a word document always gives some errors in the layout, which needs to be corrected a bit with trial and error
once the name has been fixed of your site, it is hard to change it (a migration process needs to be agreed to copy the tickets, but portal info cannot be copied)

Return on Investment

reduced time to log items
definition of SLA's depending on the type of request
statistics

Implementation Rating

Freshdesk engineers are always available to help and respond extremely fast.
Also a dedicated account manager is assigned (if needed). In practice we rarely need to contact him.
In case we had any question, we could simply open a ticket with Freshdesk and the next day we already had an answer.

Customer Satisfaction

We do not use omnichannel customer support.

Alternatives Considered

Zendesk Support Suite, Zoho Desk and UVdesk Helpdesk

We set up test instances of Zendesk, Zoho Desk, UVdesk, Freshdesk and trakdesk and asked our agents to evaluate the products themselves. It was very clear to all that Freshdesk was the more user-friendly, easy-to-set-up and more innovative solution. In the meantime we are very happy we made this choice since it seems Freshdesk is still in the leading position today. It just works !

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

Microsoft 365, Webex App, Zoom

Likelihood to Recommend

Before selecting a helpdesk product, we asked our agents to evaluate 3 products, and this one was by far the easiest to use in practice.
So: I do not know of a better product at the market that works so good for that pricing.

When integrations with internal databases are necessary, it might not be so appropriate.

Training Types Used

Online Training

In-Person Training

Online Training

Freshdesk offers a 'Freshdesk academy' where you can find video's about how to set up the product, but also video's for the agents that help them to use Freshdesk more efficiently. All this content is free.

Usability

In practice you have to choose a license depending on your needs. Of course there are always some features that are in the higher price plan. It is not possible to select only the features you need and to create a 'custom license'.
For us the licenses we have are good enough since we have a rather simple helpdesk.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

the configuration is not really difficult (easy setup)
it is easy to set up a portal with minimum of time investment
professional responses can be given to customers

Difficult Tasks

creating canned responses based on word documents (layout changes)

Mobile Interface Availability and Impressions

Yes, but I don't use it

Freshdesk Fever

Software Version

Overall Satisfaction with Freshdesk