Makes customer support tickets easier to keep track of.
Updated December 04, 2024
Makes customer support tickets easier to keep track of.
Score 9 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
The software itself is great. The only negative I have about the product is that it is expensive to contractors a daily pass because of how it works. They do contact you for on boarding after you have signed up. Also, they are very responsive in answering questions you have on functionality.
Pros
- Assisting you with learning the product.
- The ticketing system workflow is nice.
- The overall system is useful if need a help desk.
- Integration with extensions
Cons
- Pricing. Daily passes for the help desk need to be adjusted. Contractors have to complete work within 24 hours to avoid be charged again.
- In my industry it is counter productive to purchase daily passes because of the cost. Adding another user seat is expensive so I have to make critical decisions because of it in regards to bringing on help vs workload.
I have only use the automation in terms of the initial ticket creation however, I can see how it can benefit. One thing that I notice is the closing of tickets to customers who don't respond. It gets there attention when they get the notification.
The product is useful, I just didn't find that I actually needed it.
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
Freshdesk Feature Ratings
Using Freshdesk
1 - Owner and day to day task.
1 - Customer service, billing, and time management.
- Time management
- Support tracking
- Accountability
- The ability to track time and bill in the backend.
- Expansion of team and automation.
Evaluating Freshdesk and Competitors
Yes - I initially researched, but did sign up for the others. Instead, I did the free trial for Freshdesk and decided I didn't want to use the others.
- Scalability
- Integration with Other Systems
- Ease of Use
Ease of Use is the most important for teaching others how to navigate it.
I wouldn't.
Freshdesk Implementation
- Implemented in-house
Change management was minimal
- Taking time to cover each section.
Freshdesk Training
- Online Training
- In-Person Training
Freshdesk Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes. I do this with all products for ease of mind.
They responded back to a ticket immediately and did screen sharing to educate and resolve.
Using Freshdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Well integrated Consistent Convenient Feel confident using | Slow to learn Lots to learn |
- The base setup and branding.
- Learning how to create the fields for submitting and responses.
Yes - I like it a lot.
Comments
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