Freshdesk works well for our needs
July 17, 2023
Freshdesk works well for our needs
Score 10 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
We use Freshdesk to communicate with submitters of awards entries. We use the platform for answering general inquiries and also for reaching out to entrants for questions and problem resolution related to specific entries. We use canned responses for common inquiries and enjoy the ability to assign specific agents to inquiries depending on their field of expertise.
- Canned Responses
- Ability to assign specific agents to tickets
- Track open tickets
- Tooltips and easier navigation to functions such as email signature would be helpful.
- Major time savings by streamlining customer communications and support tickets
- Ease of tracking with an external program using web hooks
- Convenience of connecting to an existing email address for general inquiries
We had an incident in which downgrading our plan caused problems with a custom web hook. It took weeks for customer service to properly identify the problem. It was a frustrating experience that resulted in quite a bit of down time. We had to initiate several help tickets because various agents had varying levels of technical expertise.
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?
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?
Yes