Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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

Implementation Rating

I wasn't involved in the initial implementation, but it was apparently handled well because all of the web hooks functioned well. We did have some trouble when we downgraded to a free plan. One of our web hooks caused problems and it took several weeks for Freshdesk support to identify the cause of the problem.

Customer Satisfaction

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.

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?

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

Other Software Used

Mailchimp, Autodesk ShotGrid, Google Workspace

Likelihood to Recommend

Freshdesk is a great platform for creating tickets and tracking correspondence with customers. You can view, sort, and filter tickets in the same way you can do so with email threads in an email client. Tracking a long conversation with a customer and going back and searching through previous conversations and mining them for language is easy. Canned responses for common scenarios are a great feature.

Freshdesk works well for our needs

Software Version

Overall Satisfaction with Freshdesk