Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

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 and Cons

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

Return on Investment

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

Implementation Rating

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

Customer Satisfaction

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

Alternatives Considered

Zoho CRM and Intercom

Freshdesk is easier to use nad has easier integration

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Rapid7 AppSpider, WinZip Enterprise, WinRAR

Likelihood to Recommend

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

Using Freshdesk

Users and Roles

20 - OPERATIONS, Support, sales

Support Headcount Required

3 - Collaboration, integration, problem solving,analytical

Business Processes Supported

Ease of use
Integration
Support availability

Innovative Uses

Analytics
Integration
Flexibility

Future Planned Uses

Integration enhancments
Omnichannel
Feature updates

Likelihood to Renew

Its very powerful and easy to use plus they give good support

Evaluating Freshdesk and Competitors

Products Replaced

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Integration with other systems because our product as well is being used for freshdesk so we wanted to make sure that the crm we use is usable for our product too

Evaluation Lessons Learned

We would not change it, we meticulously thought of the process

Freshdesk Implementation

Implementation Details / Implementation Partner

Implemented in-house

Integration at first
Product knowledge
Confusion on automation

Freshdesk Support

Support Rating

I always get good answers from their team, helping me be more familiar with the product

Freshdesk Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Kept well informed Immediate help available Support cares about my success	Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response