Good platform for Customer support - Freshdesk.
September 22, 2024

Good platform for Customer support - Freshdesk.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

We use Freshdesk for our Employee Support team, which supports our external employees and consultants regarding their employment extensions, timesheets, attendance, salary issues, etc. Our team records all concerns received from external employees and consultants and resolves their queries.

Pros

  • With the help of automation, we can automate rules according to business needs.
  • Freshdesk allows to create custom fields in requester and agent field.
  • It is integrated with many applications, like MS Teams, so if a new ticket or updates related to an existing ticket come in, we can get updated in the MS Teams chat.

Cons

  • There should be a better free version of integration with Ringcentral and zoom.
  • The knowledge base and self-service portal empower customers to find answers independently, reducing the volume of support tickets.
  • Older tickets are archived after reaching a specific volume, making it challenging to access historical data for long-term analysis.
I have given this rating because I have been involved in implementing the overall Freshdesk project and have communicated with stakeholders and agents. As an administrator, I find it very easy to implement this software and understand its functionalities.
We have not used Omnichannel support or AO-powered automation.
I am not the one who made the decision to finalize the software; I have not explored other similar products. This product has been chosen by our organization's management, and I have been involved in the overall implementation for Freshdesk, maintaining the software, including providing support and doing additional implementation from time to time according to business needs.

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

Freshdesk allows multiple channels to manage customer interactions, making it easier for the team to efficiently manage and respond to customer queries. However, there is a limitation to viewing old tickets. After reaching a specific volume of tickets, they are archived, and we cannot see them in the portal.

Freshdesk Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
7
Expert directory
6
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
7
Internal knowledge base
9
Multi-Channel Help
7.5
Customer portal
6
IVR
Not Rated
Social integration
8
Email support
8
Help Desk CRM integration
8

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