Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk plays a vital role in the Marketplace division, serving both as our Knowledge Centre and as the primary support hub for receiving tickets from our sellers.
It enables us to centralise all seller queries and updates, streamlining communication and support processes. Additionally, SLA reminders help ensure that we respond to sellers in a timely and efficient manner.

Pros and Cons

Pros

Reporting
Reminders
Organisation of tickets

Cons

Dynamic support such as AI or chat support
AI support for tickets like identification of subject and providing a suggestion to the seller.

Return on Investment

Faster resolution time
Organisation of tickets and communication
Reduction in first response time

Implementation Rating

It was an easy setup and we did not have a lot of friction pre or post the implementation of Freshdesk. The support team was always ready to provide support if there were any issues or queries.

Customer Satisfaction

Yes, Freshdesk has helped increase customer satisfaction as we're able to review the tickets and respond to them on a timely manner.

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

Likelihood to Recommend

The current platform is easy to use and the reporting helps us stay on top of everything as a team.

Scenarios where Freshdesk can improve are incorporation of AI to auto-suggest response based on subject or some keywords within the message. This will allow us to reduce back and forth with the sellers.

Freshdesk Feature Ratings

Comments

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Freshdesk is a gem

Software Version