Item: Freshdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk as a ticketing tool for customer mails. It is a highly efficient ticketing management tool. It helps with customer self service as well as with advanced things like automation of workflows. It also provides many performance insights in form of analytics.
I would say our biggest scope is for customer support.

Pros and Cons

Pros

Automation of work flows
Performance Analysis and charts
Efficient ticketing management tool
Customer support.

Cons

Splitting if the ticket can be a bit better as after the split, the conversation vanishes from the original, instead of just adding a not saying this issue is being discussed in another ticket number.
Lack of Custom Dashboard which would help design it to clients requirements
API rate limits which would be best if they provide an option to increase or remove restriction with additional free.

Return on Investment

It has reduced SLA violations as it constant shows us when the next response due is when a customer responds based on the serverity of the ticket.
Automation of assigning tickets helps in reducing overall operation costs for the company which frees up agents to do other complex and much needed tasks.
Better Analysis of the overall incoming and outgoing tickets, SLA adherences or violations help reconfigure the team as per requirement

Implementation Rating

Freshdesk has a very easy to understand UI that we can learn quickly.

Integration of various applications : It has various integration support for many applications like Jira and Google Meet which help in scheduling meeting with customers and tracking the jiras and many other such applications.
Minimal downtime - There were no major downtime in their software so no disruptions to customer support.

Customer Satisfaction

Customer can reach to us via their own personal mails or can create account with our custom website and ck tact us as well. This helped ease the communication between customer and company. Self service features like Knowledge base articles and the AI driven chatbot are highly helpful in resolved smaller issues that customers face in day to day experiences or common issues. This in ruten frees up the agent time which they can focus on the more complex and much more critical issues.

Alternatives Considered

Freshdesk, Intercom and Atlassian Jira

Freshworks desk is very easy to use and understand.
The biggest strengths if Freshdesk as it's usability, Affordability and the vast number of features it provides for its clients.

It has one of the best ticketing system that is easy to understand and has best reachability to customers. It is highly cost effective compared to others competitors. And it's features like automation and knowledge base articles help free up agents time to focus on more critical tasks.

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

Google Meet, Atlassian Jira, Intercom

Likelihood to Recommend

When customer themselves want to contact a company for an issue Freshdesk is best at helping them to create ticket and reach out to company for customer support post which then can be automatically assigned based on the skillset of customer representative.

Also, multiple teams can collaborate on an issue by creating threads or provate notes which would easier for the customer representative to deal with as all the information is under one ticket and is easy to access.

Freshdesk Feature Ratings

Comments

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Freshdesk - Seamless and efficient ticketing tool

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