Item: Freshdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk at our company is primarily used as a ticketing tool to track productivity and manage requests. Freshdesk addresses the management of employee productivity and timeliness, and the identification of the task being handled through proper tagging. There are multiple ways we utilize Freshdesk. We use it for recurring service requests and day-to-day task requests, investigations into system issues or concerns, and emails with inquiries. All of these are converted into tickets that can be easily managed, given the number of requests employees receive, whether internally or externally.

Pros and Cons

Pros

Having it as a centralized ticketing tool to manage all request.
Workflow automation that standardizes task assignment and tagging.
Real time support from agents are helpful especially for system concern or queries.

Cons

One of our major concerns is the capacity for scenario automation, which is currently limited to 700 instances. We can add as many as we want, but only 700 are visible when using it to tag tickets.
Limited API for Freshdesk. Freshdesk makes fewer API calls than Freshservice. There are also APIs that are available, such as for adding scenario automations.

Return on Investment

By consolidating all potential request channels, such as emails, chats, internal requests, etc., it greatly improves the management of requests.
Faster resolution time because of the built-in capability of having SLAs for the task request, which gives priority to those nearing the SLA for the request, and so on.
Customer service has never been easier with an internal AI bot that provides answers to common queries and real-time agents for intermediate queries and concerns, delivering clear, concise answers.

Implementation Rating

Freshdesk has been great overall in providing greater clarity on both productivity and time-to-value, given its features. The built-in start/stop timer helps identify tasks or requests that take too long to complete, which helps plan and consider which tasks would benefit from automation.

Customer Satisfaction

The Freshdesk omnichannel customer support and AI-powered automation have greatly helped manage the company's ticket requests from both internal and external sources. The automations in Freshdesk have been a great help for the company, streamlining ticket flow and reducing manual processing just to assign tickets. With that, the request has been handled quickly, as it can be assigned directly to the key point of contact for those requests. Scenario automation has also been integral, as it standardizes the tagging of all the tickets we receive.

Alternatives Considered

Odoo

We evaluated Odoo before; it was a good tool with more features than Freshdesk, making it an all-in-one solution. But it is exactly because it is an All-in-one tool that Freshdesk has more refined features for request management and the portal we have considered.

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

Other Software Used

Freshservice, Freshsales

Likelihood to Recommend

I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.

Freshdesk Feature Ratings

Comments

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Freshdesk as a omnichannel request management tool.

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