Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use it for ticketing and answering emails.its been very helpful in dealing with customers. We also use it to send out some outbound campaigns and sequences to help with our company activities and also our support team is mostly working on it while they coordinate with us to communicate with the customers. It has helped us do more collections

Pros and Cons

Pros

Communication
Automation
Data

Cons

Integration
Connectivity
Ease of use

Return on Investment

Faster response
Less confusion
Better organization
Easy access

Implementation Rating

Getting started was pretty smooth. The setup didn’t take long, and the system is user-friendly — I was able to figure out most of the features without needing a lot of help. Things like creating tickets, assigning them, and using canned responses were easy to learn.

I liked that I could start using it almost immediately without much training, which helped me become productive quickly.

Customer Satisfaction

One big reason is that it lets customers reach us through different channels email, chat, and even social media and we can manage everything from one place. That’s made our replies faster and more consistent, no matter how the customer contacts us.

The AI features like ticket suggestions and canned responses save our agents a lot of time, which means customers aren’t waiting as long for answers. It also reduces errors and keeps responses more accurate.

Alternatives Considered

Zoho Desk

It had a good set of features and tight integration with other Zoho apps, but the UI felt less modern, and some customizations were a bit clunky. That said, Zoho Desk is still a great option, especially for teams already deep into the Zoho ecosystem or those looking for a cost-effective alternative.

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Other Software Used

Genesys Cloud CX, Slack, Google Sheets

Likelihood to Recommend

It is well suited for times where customers are reaching out to us and o us to address their concerns .

It helps organize customer queries in one place (email, chat, social media) and makes it easier for agents to reply without missing anything.

Since it’s cloud-based, team can log in from anywhere. This is really useful if your support team is working from different cities or even countries.

Freshdesk has simple automation tools for ticket assignment, followups, and alerts. You don’t need a tech expert to set them up just a basic understanding is enough.

Freshdesk Feature Ratings

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