Item: Freshdesk
Rating: 10
Author: Molly Clarke

Use Cases and Deployment Scope

We use Freshdesk on a daily basis, as this manages our customer raised tickets, as well as for our development team to review bug fixes within the software and resolve.

Pros and Cons

Ticket handling
Customer Feedback
Escalated tickets for bug fixes
General customer support

I think the reporting could be improved to make more user friendly
Reduce the amount of email notifications

Return on Investment

This has had such a big positive impact on our company as improved customer service
Has also massively improved our turn around for software fixes

Implementation Rating

Freshdesk is so fast and efficient and basically covers all areas that are required for top service that we try to give our customers

Customer Satisfaction

Yes it has, we use the live chat and our marketing team also are able to use the features and integrate our fresh chat with our website

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

RingCentral MVP, Microsoft Teams

Likelihood to Recommend

Freshdesk is well suited for us logging tickets that customers have raised

As well as being able to report on who calls the most, how the ticket is raised etc so we can see a trend

Freshdesk customer service

Software Version

Overall Satisfaction with Freshdesk