Item: Freshdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk as our support and ticketing tool. Our support team uses this to raise customer issues, track and resolve them. We also use it to keep our users informed of their issue status. We also make use of its automation features (things liked canned responses) and its really great at SLA tracking.

Pros and Cons

Pros

Very good at SLA tracking
Good set of automation tools, allows us to manage a large number of tickets easily.
Its pretty easy to use, our new agents are able to get up and running with just online training resources quickly.
It also has good reporting and analytics.

Cons

Initial set up can be a little complicated. Pretty smooth when you have it up and running.
Mobile version is a little buggy.
.

Return on Investment

It has helped reduce our turn around time in both responding to customer queries as well as communicating resolution and status to them .
It has also ensure that we stay within our SLA on critical issues.
The hubspot integration is really nice and works well for us. Saves us a fair bit of time and was pretty easy to setup.

Implementation Rating

It went well for us but we had to plan it out. Their team was really helpful in getting us up and running and were able to answer questions we had in a fairly reasonable time frame. We faced no delays or unexpected issues.

Customer Satisfaction

We have generally seen customer satisfaction go up a few notches since we switched over. This is primarily because of the smoother automation options and the fact that we no longer are worried about SLA breaches.

Alternatives Considered

Zoho Desk and HubSpot Service Hub

We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as our CRM) was pretty important to us.

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

HubSpot CRM, Apollo.io

Likelihood to Recommend

Its really great for mid or large sized teams. If your support team handles a decent amount of requests, this can be invaluable in both saving time (with automation) and ensuring you arent falling behind in your SLA.

For smaller teams or if you dont have a large volume of support queries, you can probably get by without it.

Freshdesk Feature Ratings

Comments

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Freshdesk is fantastic

Software Version