Great support management platform
November 17, 2018
Great support management platform
Score 10 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
Freshdesk is our primary customer support platform - we use Freshdesk to handle multiple channels (web, chat, email) of support for our various web products. Freshdesk offers a clean, effective, and affordable ticketing and support management solution that allows us to effectively support numerous products and communicate with all of our customers.
Pros
- Free trial for any business to get going and try it out
- Web interface is clean, fast, and easy to use
- Pricing is fair and affordable + scales nicely
- Ecosystem of additional Freshworks products is developing nicely
Cons
- Per agent pricing might be prohibitive for certain team sizes / situations depending on company stage
- Some areas such as user groups and contact management can be confusing / could be improved
- Freshdesk is an affordable solution that allows us to seamlessly manage customer support with minimal resources
- Though the per agent pricing can be prohibitive at an early stage, we have been lucky to survive with one agent thus far
Having used Zendesk at a previous company, I prefer Freshdesk although they have similar offerings and both worked well for us. Ultimately most competitors offer free trials so there is no downside to exploring which product and pricing best fit your company and situation. For us, we are happy with Freshdesk as we continue to grow.
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