Freshdesk is overall a good product, and I would buy it again
November 01, 2023
Freshdesk is overall a good product, and I would buy it again
Score 10 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We use it to manage support queries from customers and for providing help centers to customers. We used to manage customer support via email, but that got really messy, and it made it difficult to help someone if you weren't the original support rep who helped. Now it's easy to look back through past tickets to find the history of a customer's issue(s). It also makes it much easier to collaborate if more than one support rep needs to be involved. It's also really easy to provide links from our help centers directly from the ticket reply screen.
- API
- Support tickets
- Help centers
- It would be nice if it could auto detect company names like HubSpot
- There's a bug where opening a ticket from an external source redirects to the dashboard
- It's made us noticeably more organized and productive
I believe Freshdesk has helped my business increase customer satisfaction but I'm unsure about retention.
- Atlassian Jira Align, Teamwork.com and Pivotal Tracker
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?
Yes
Would you buy Freshdesk again?
Yes