Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

My team primarily use Freshdesk for ticketing services and documenting technical discussion with clients. This also contributes to building analytical and progress reports.

Pros and Cons

The UI is very user friendly and simplistic without any unnecessary features floating
We are able to categorise and prioritise different segments in our business
Freshdesk also helps with building accountability and bringing transparency accross the org.

Occasionally there are breakages when a long thread email is reviewed. Could be improved by hiding longer threads.
The Auto-Assign feature has been a little inconsistent at times.

Return on Investment

Freshdesk has played a key role in helping us optimise the support experience and further made it easy to navigate through the historic interactions to find and solve repetitive tasks.

The UI was very friendly to use and is nearly self explanatory without needing any external support. I personally did not require an onboarding session to the tool other than a quick 5 - 10 mins walkthrough by colleagues. They have displayed only necessary action buttons and sections on the main page such that the majority daily users can find their way through with ease.

Customer Satisfaction

Freshdesk has helped us track and log customer satisfaction also, in many cases helped keep track of and made it easy to locate older conversation such that the context is not lost. Have not personally explored much into the AI functionality yet so not looking to comment on it.

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?

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?

Yes

Other Software Used

Chargebee, Google Sheets, Chargebee Retention, Salesforce CPQ, HubSpot CRM, Terminal

Likelihood to Recommend

If there is a need for a ticketing service, Freshdesk could be one of the best platforms. I've seen some of the alternatives out there and none of them offers the level of sophistication in an easy-to-use manner as Freshdesk offers. Freshdesk also plays as a wonderful database for helping log and document historic conversations and this might be a big step to build an automated support with the resources available.

Honest feedback

Software Version

Overall Satisfaction with Freshdesk