Item: Freshdesk
Rating: 6
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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.

Return on Investment

Faster resolution times
Clarity of communication
Tracking departmental goals

Implementation Rating

Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value".

Customer Satisfaction

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.

Alternatives Considered

none

Key Insights

Do you think Freshdesk delivers good value for the price?

Not sure

Are you happy with Freshdesk's feature set?

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?

Likelihood to Recommend

This is a step up from using email to manage our support desk; it is much easier for team members to take over from each other as a ticket progresses because the history of the support ticket is clearly visible to all users.

There are still inconveniences in the system which create additional admin work for us. It seems like I get lots of notifications about new functions being added to FreshDesk, but I would like to see more quality of life improvement s to the existing toolset.

Freshdesk Feature Ratings

Comments

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Better than using email, but requires QOL improvements to core features

Software Version