Item: Freshdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is used daily by the team to bring together inquiries from multiple channels so that agents find their work in one location. It allows us to automate repetitive tasks and customize tracking techniques, allowing agents to work in a way that makes sense to them. The system allows us to collaborate across teams, and the search function makes creating reports and tracking trends very easy.

Pros and Cons

Pros

Bringing tickets from multiple locations to one place
Storing and organizing templates
Allowing personalization of tagging features

Cons

Updating articles in the FAQ/solutions area
Customizing email subject lines
Merging tickets

Return on Investment

Faster resolution times
Streamlined inquiries

Implementation Rating

One feature missing is a better way to handle mass issue, or mass emails to multiple customers in multiple languages. We have tried to do this with Freshdesk but the UI is confusing and we have so far not found a way to separate by language.

Customer Satisfaction

We currently only use email but Freshdesk keeps the emails organized and all information can be easily found in the ticket.

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

Ticket tracking is excellent, and the system allows for many personalization features so that the software can be tailored for the team's goals. Scenarios and canned responses are time-savers and can be saved for all agents. Sometimes ticket merging can be confusing and time-consuming, but notes allow for clear summaries so that information is not lost.

Freshdesk Feature Ratings

Comments

Please log in to join the conversation

Excellent automation and streamlining features!

Software Version