Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
July 14, 2023
Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.
Score 7 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We have 6-8 customer service agents operating at any given time, to address both public (ie website/internet) users as well as private (ie direct clients) users.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.
We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.
- Contact Segregation
- Ticket Tracking
- SLA monitoring
- FB / Social integration is poorly done
- Automations and related logic are rudimentary and single-faceted
- Third-party systems integration options are few and far between
- Freshdesk is certainly better than nothing, or a simple shared inbox
- Freshdesk is frustrating to incorporate social media with
- Freshdesk excels at ticket management
- Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Omnichannel is something of a misnomer. While, yes, they offer the ability to integrate multiple channels, there's a difference between "it does this thing" vs. "It does this thing and does it well."
Facebook integration is all-or-nothing; you can't do just comments on FB posts, or just FB inbox (or now, the Meta Inbox that incorporates Instagram). It doesn't offer direct integration with some of the other major social networks like YouTube or Twitter.
If you need the ability to integrate Email-based support requests, and live-chat based support needs on your website, Freshdesk can do that and easily.
If you need a social presence "management tool", Freshdesk is not your best option.
Initial testing with "Freddy" (FD's AI-based 'bot' for automated responses) was... well let's not even go there. Suffice to say, we won't be using that.
Facebook integration is all-or-nothing; you can't do just comments on FB posts, or just FB inbox (or now, the Meta Inbox that incorporates Instagram). It doesn't offer direct integration with some of the other major social networks like YouTube or Twitter.
If you need the ability to integrate Email-based support requests, and live-chat based support needs on your website, Freshdesk can do that and easily.
If you need a social presence "management tool", Freshdesk is not your best option.
Initial testing with "Freddy" (FD's AI-based 'bot' for automated responses) was... well let's not even go there. Suffice to say, we won't be using that.
For the price point, FreshDesk is a great starter solution for service desk management.
If you need further integration with other systems, you may quickly find yourself looking at other options, or using native tools - because FreshDesk simply doesn't have the integration levels it needs, to make it a tier 1 business operations tool.
If you need further integration with other systems, you may quickly find yourself looking at other options, or using native tools - because FreshDesk simply doesn't have the integration levels it needs, to make it a tier 1 business operations tool.
Do you think Freshdesk delivers good value for the price?
Yes
Are you happy with Freshdesk's feature set?
No
Did Freshdesk live up to sales and marketing promises?
No
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
Yes