Item: Freshdesk
Rating: 8
Author: Sunil Mandalaparthy

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We track and manage client queries and service requests from both internal and external clients using Freshdesk as our main platform. We can streamline our communication procedures and guarantee that every question is handled promptly and efficiently thanks to our robust customer service software. Freshdesk assists our team internally in managing support requests across departments. We can promote collaboration and increase efficiency by centralizing communication to ensure that those within the organization receive the assistance they require. We can track performance indicators, see repeated problems, and improve our response methods thanks to Freshdesk's reporting and analytics services.

Pros and Cons

Pros

Dashboard on the ticket status.
Prompt SLA tracking and esclations.
Ticket assignment and splitting into multiple child tickets is a breeze.

Cons

It is a recurring task ticket auto-creation.
Calendar events sync.
Integration into existing reporting tools.

Return on Investment

Better tracking.
Reporting to the leadership group.
Coordination among different groups.

Implementation Rating

The team was not proactive during the onboarding period. We had to do multiple follow-ups to get started on the training and implementation.

Customer Satisfaction

We do not have AI power automation.

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?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Microsoft Power BI, Microsoft Teams, Microsoft Excel, Microsoft 365, Parallels Desktop for Mac, Microsoft Visual Studio Code, Anaconda, draw.io, KNIME Analytics Platform, Microsoft Project, Microsoft Visio

Likelihood to Recommend

Optimizes handling responses to customer queries through phone, chat, and email. It is straightforward to use to support employees and customers, encouraging quick adoption. Includes extensive documentation and FAQs to enable users to fix issues independently. provides details on support performance, making it easier to recognize patterns and spots needing improvement.Limited flexibility for organizations that require highly customized workflows or specific integration not offered.

Freshdesk Feature Ratings

Comments

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Freshdesk Review: Insights After 6 months.

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