FD
July 17, 2023
FD
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
- 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
- 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
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