Using freshdesk in a startup
November 23, 2018
Using freshdesk in a startup
Score 8 out of 10
Vetted Review
Verified User
Software Version
Blossom
Overall Satisfaction with Freshdesk
We use Freshdesk for various kinds of customer support tickets. We have an integration via API with some forms that customers use to change specific data in our platform. We also receive feedback from direct consultations via email and a textbox in our platform. As we are still a startup Freshdesk is being used by the whole organization as we want to provide a great customer service. We have a room in Google Chat that receives the tickets and we classify the tickets with the type of consultation. Then we assign an agent that is going to take care of the case. It really works well for managing tickets and the new UI makes it easier to work on.
Pros
- Managing customer support tickets.
- Assigning agents to a ticket.
- Integration with the whole suite of Freshworks.
Cons
- Re-assigning the customer that wrote.
- Identifying the customer that wrote with a client (account) that you have.
- Having two agents on one ticket.
- It was very easy to implement.
- We managed to reduce the time of response as we organized who had to answer the tickets.
- Integration with our main communications channel (first Slack, now Google Chat).
Freshdesk is a lot easier to implement than Desk.com and is a lot cheapier also. I have used Desk.com on my former work, and the tools that it had aveilable were almost the same, but it was easier to manage and start using. Take into account that I am comparing the version of Desk.com from 3 years ago with the Freshdesk of today.
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