Great at Customer Service
October 30, 2024
Great at Customer Service
Score 9 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
We use Freshdesk as a customer support interface. It enables us to keep in contact with customers to resolve their issues and offer improved levels of support. We also use it to maintain a knowledgebase of helpful articles for both internal and external training.
We allow collaborators to communicate with other agents while keeping them isolated from direct contact with customers.
We allow collaborators to communicate with other agents while keeping them isolated from direct contact with customers.
Pros
- Support ticket management
- Solution article maintenance
- Ticket automation
Cons
- Domain name change support. Changing domain names requires a number of steps to switch to alternative product portals.
- Ticket permissions for collaborators could be improved to allow permissions to be added later without the collaborator needing to be tagged in a note.
- Overview of permissions to a ticket. It would be helpful to see the agents, collaborators and groups with permissions to a given ticket.
- The ability to view the tickets per hour, first response time and other statistics helps us to understand agent's workloads.
- Canned responses, canned forms and ability to insert solution articles save numerous hours of agents time typing replies and requesting information.
We use Freshdesk's email and ticket portal interfaces exclusively so don't utilise the phone or social media integration elements of Freshdesk.
- Jira Software and Asana
Freshdesk is aimed more for direct customer support tasks.
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
Comments
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