Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We are been using Freshdesk for a number of years now. It's been helpful in terms of managing the huge number of incidents and requests we receive from our clients. We are love the alerts that come into our inboxes when a ticket is raised or updated. Also the ability to be able to add notes to each other within the team.

Pros and Cons

Pros

Ability to add notes to each other in the team to keep track of the thread.
The ability for any team member to be able to respond to a ticket
The customisable alerts that are received in the mailboxes of the team.

Cons

Remove the limit on the number of Agents
The product is great, but the support, it takes days to get a respond
Automation of reports would be nice to have

Return on Investment

It helps our company largely for providing great customer support services
Helps to provide faster resolution times for our clients
Helps to manage my knowledge bases

Implementation Rating

The Freshdesk platform is easy to use and does everything we need it to. It has so many features that other similar products out there do not have. It is comprehensive and has good built-in functions to speed work processes and to alert you when things need doing. The screen layouts are very intuitive.

Customer Satisfaction

We have been using Freshdesk as our support platform for a few years and it's been great. From the neat UI
design to the easy and robust
customization of the product; it's been a pleasurable experience all around and has helped increased our customer satisfaction/retention rate.

Alternatives Considered

BMC Helix Remedyforce

Freshdesk has more cool functionality.
It has a dedicated mobile app which has proven to be convenient for us.
Easily customisable.
Freshdesk beats it's competitors in pricing and features.
Freshdesk has helped us gather information to make insightful business decisions.
Continually improving in all aspects every year.

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

Overall, our experience has definitely been very positive since we have been using Freshdesk. The analytics feature seems good, although my first experience with it was not great.

Freshdesk Feature Ratings

Comments

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Intuitive, Easy to Use

Software Version