Freshdesk: a leading solution for service desk management for small business
December 15, 2018
Freshdesk: a leading solution for service desk management for small business
Score 9 out of 10
Vetted Review
Verified User
Software Version
Blossom
Overall Satisfaction with Freshdesk
Freshdesk is a market leader in the space of helpdesk solutions. It allows management of tickets, knowledge base for staff and community functionality for users. It helps in managing multi-channel support over phone, email, and live chat. It has features to convert email to tickets. It allows customers to vote on ideas which can then be incorporated into the product. It integrates well with other business apps.
Pros
- Freshdesk is easy to use and setup.
- Ticket management for tracking issues works very well.
- Multi-channel support includes live chat, email, and Phone, which is very useful.
- The product support team is responsive.
- The product is customizable and you can setup the customer portal based on your needs.
Cons
- Dashboarding functionality is relatively basic and can be improved.
- The ability to detect duplicates/collisions is not available in cheaper versions of the product.
- Usage of Freshdesk has lead to increased productivity of the support desk.
- It has also led to increased customer satisfaction and easy to track issues reported.
The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
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