Better than using email, but requires QOL improvements to core features
July 21, 2023
Better than using email, but requires QOL improvements to core features
Score 6 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use FreshDesk to manage and track customer interactions for the support department. As we have a small team, many of our sales specialists have dual roles in support, and fresh desk's system allows us to maintain continuity as different members of the team interact with our customers for their support queries.
- Team members are able to see entire support threads without needing the need to cc them on every message
- Workflow plans help us stay on-track to meet our goals for resolving customer support issues
- Merging tickets is not very "intelligent" - when long tickets are merged, the secondary ticket will be put in in its entirety as a single private note - this leads to a lot of duplication of information and excess scrolling. It can make merged tickets very hard to parse.
- Reply emails are not always attached to their parent threads and create additional new threads which then may need to be merged (see above). There does not seem to be a consistent way to make sure that this doesn't happen - forwarding emails to our FD email address with the subject #[ticket number] works sometimes, but not others. Emails with "RE: [ticket subject, ticket number]" and "Automatic Reply: [ticket subject, ticket number]" often create new tickets rather than getting assigned to the existing thread, creating more work.
- Private not responses do not always "count" as new activity, and so a ticket can appear inactive at a glance when we may have a note from a colleague waiting to be read with no indication that it is there at a glance.
- Faster resolution times
- Clarity of communication
- Tracking departmental goals
We do not wat to use these features at this time. We are a small team with a simple structure and we want to provide customers with personalised human responses.
Do you think Freshdesk delivers good value for the price?
Not sure
Are you happy with Freshdesk's feature set?
No
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?
No