FD
July 17, 2023

FD

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Garden

Overall Satisfaction with Freshdesk

I am a Freshdesk admin, my tasks involve the following :
  • Reviewing and auditing tickets - checking how our support team has responded and what kind of resolution they have provided, making sure all tickets are handled and don't breach SLA
  • Analyzing data - creating reports and checking data on which inquiries need attention
  • Creating canned replies based on reviewed conversations

Pros

  • Reporting - it's easy to generate report with filters
  • Ease of use when it comes to being able to view tickets
  • Easy setup - it's easy to setup and make changes

Cons

  • Automation - there are some limitations to some automation to a more granular level of notifications
  • Slack integration - it's very limited, would suggest more functions via slack integration
  • It has helped identify opportunities to develop the product
  • It has helped us see what features are in demand
  • This has assisted us in being able to manage customer inquiries
Because it was very straightforward, when the implementation was done it did not take a lot of time for it to be up and running smoothly. Sure there were some bumps at the start but it was only because we were not accustomed to the platform yet, but overall it was a smooth experience when it was deployed
Currently, it has helped with customer satisfaction with the knowledge base feature and also helped our team to be well equipped because of canned replies, we are now also able to talk to customers in real-time in case of any urgent requirements that they have through freshchat which is very nice

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

The best scenario would be for a support team, especially for SaaS, where a support team is needed and a ticketing system has to be in place as live chat will not suffice as when it comes to SaaS most concerns are regarding some technical issues. It's actually applicable to almost all companies as it can also be used internally

Freshdesk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
8
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.0
Customer portal
8
IVR
8
Social integration
8
Email support
8
Help Desk CRM integration
8

Comments

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