Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk in our organization to receive employees service requests from all internal department, additionally our employees report incidents that the face through the system, some of the key service providers and agents are from IT, facility, Finance and procurement, additionally change management and major incidents as well are managed there.

Pros and Cons

Pros

Service Requests Catalog
Incidents Management
On-Call Schedule

Cons

Portal customization
Mobile application enhancement
better asset management

Return on Investment

Reduced Total Cost
Improved Customer Satisfaction (CSAT)
Customization Constraints

Implementation Rating

I believe the Freshdesk implementation was easy and fast, and it combines ease of use with multi features, it didnt require multiple efforts from our side and the internal IT team was able to adopt the new system and use it efficiently and didnt experience difficulties during the implementation phase

Customer Satisfaction

Freshdesk has positively impacted our customer satisfaction and retention. The omnichannel support makes it easy for customers to reach us on their terms, while AI automations speed up response times. It’s helped our team resolve issues faster and provide a more consistent, personalized support experience leading to happier, returning customers.

Alternatives Considered

Freshchat and Freshservice

We use all Freshdesk, Freshchat, and other Freshworks tools—they’re all great. Freshchat is awesome for real-time support, while Freshdesk handles tickets, automation, and multi-channel queries really well. Using them together gives us a complete, seamless customer service experience. Each tool brings real value, and we’re happy with all of them.

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

Freshchat, Freshservice

Likelihood to Recommend

I believe Freshdesk solution is well suited for companies that use Freshdesk to manage customer queries across emails, chats and social media. additionally for teams that require workflow automation.
Scenarios Where Freshdesk May Be Less Appropriate, i think if it's a large enterprise with complex ITSM. or if you Need On-premise deployments

Freshdesk Feature Ratings

Comments

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