Item: Freshdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I am using Freshdesk on a regular basis to assist the clients, it helps to track all the emails and reminds me all the task so that I am not missing out on my work

Pros and Cons

Track all the emails
Easy to search the tickets depending on status
Track the FEEDBACK Survey
Timely notification on WOC tickets

While creating new tickets sometimes it gets stuck
Need to improve the functionality of adding the screenshots
Loading time

Return on Investment

Enhanced the support system
Fast resolution to the clients
Team performance tracker

Quick response, enhanced performance, helps in tracking the tickets as per the status updates and also as per the team wise performance. This includes different stages and also the feedback received from the clients along with the different responses. Tracks the SLA's and CSATs in the tool. Helps in time management and productivity.

Customer Satisfaction

Yes, it is very helpful in providing fast and easy resolutions within the timelines and this enhances the productivity within the company also we can view the client feedbacks and they receives the automated emails for the responses which are pending from their end to proceed further which gives a great experience to the clients.

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?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Outlook4Gmail, Totango, greytHR

Likelihood to Recommend

It is good for the support team to assist the customers on timely manner, it also helps in tracking the SLA's and KPI's along with the feedback and responses received from the clients.

The team leads can check all the tickets in one place by using the statuses and it also allows to create teams and groups and assign the tickets.

Enhancing the Customer Experience

Software Version

Overall Satisfaction with Freshdesk