Freshdesk simplifies your customer service processes
July 18, 2023

Freshdesk simplifies your customer service processes

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Freshdesk

We use Freshdesk to handle incoming customer inquiries. We have some problems with the automation of assigning of tickets and non-delivery, but other than that it works pretty seamlessly. It helps us to answer inquiries across our 100+ email addresses all in one place.

Pros

  • Brings everything together in one place to make it easy to address
  • Ease of creation and use of canned responses

Cons

  • Grouping could be better
  • Bounce rate of emails could improve
  • Faster resolution times
Someone on my team implemented the software for me, but from what I understand it was relatively simple, with just a few hiccups that we needed to contact customer service for.
We have a faster response time with Freshdesk, which has helped improve customer satisfaction

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

This product is great to answer incoming inquiries from a larger number of email addresses. It keeps everything in one place and it easy to view and respond to customers. The mobile version could do with some upgrading.

Freshdesk Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
8
Expert directory
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Email support
10
Help Desk CRM integration
Not Rated

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