Item: Freshdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk for managing the ticketing of our customers, which helps us manage all the email requests of our clients so well while having a diverse team and department. Freshdesk makes it easy to manage tickets with a vast team while ensuring customer satisfaction and timely resolution delivery with the response and resolution time configuration.

Along with that, it helps us to keep track of the overall summary of our performance in the ticket resolutions through various reports and dashboards.

Keeping several tag fields of ticket management,assignment and resolution through Freshdesk is key to us to manage our standard resolution timings and maintain customer experience and satisfaction

Pros and Cons

Pros

Agent assignment and keeping track of ticket response and resolution deadlines
Agent wise reports dashboards and other stats
department wise ticket distributaion and easy management
various kind of automations response suggestions with freddy and email polishing
in detailed past ticket history for any contact or email id

Cons

I think freddy can be improved
Sometimes the email enhancment or polising does not work
Chat support should be given for Bot related concerns as they are only treated on email
there should be an option to extract complete chat conversations from freshchat I think it is not there and exisiting reports does not show this data very clearly rather than it should be given in JSON

Return on Investment

Better management of all the tickets in the cost
expected data is given to check the stats
For AI agents I think it is not better as it should be

Implementation Rating

The implementation of the Freshdesk account was smooth and without any problem any feature and requirement was correctly outlined in such a way it will be more adaptable to our processes and this is whaat made the implementation easy and fast with quick adaptability to the agents and it is even easily adaptable to new joinees

Customer Satisfaction

we are currently working on implementing the AI agents on our freschat channel, but there are some onging issues stopping us from making it live as soon as possible like sometimes it causes language issues some times it does not answer the questions but still when the isssuw was not raised it was working fine and it is simple to implement so if these issues were resolved then it would be a great resource

Alternatives Considered

tawk.to

We wanted to move our entire support on a single channel and manage all the support via a single channel so this is where omni channel helped us.

Additionally, knowledge bases and the AI agents are also on the same platforms, so these things help us to improve the quality of support

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

For managing tickets and email concerns of clients Freshdesk is at it's best I think that is good for us but for freshchat I think there should be an option to extract complete chat conversations from freshchat I think it is not there and exisiting reports does not show this data very clearly rather than it should be given in JSON

And Chat assistance should be given for Bot related queries and AI agents and BOT should be improved a lot

Freshdesk Feature Ratings

Comments

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Freshdesk a key to provide the quality support

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