Freshdesk for team efficiency!
Updated January 16, 2020

Freshdesk for team efficiency!

Jennifer Hess | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

We use Freshdesk to aggregate support requests from clients. I've added several key members of my team as Agents, so tickets can be assigned directly to them and they can communicate directly with the client for resolution. Freshdesk streamlines team communication and allows for expedient resolution of client issues. Agents can tag each other in notes and easily hand-off or collaborate as needed. It also allows clients to feel confident that a member of the team will be monitoring the support inbox, whether I'm directly involved or not. Adding my team to Freshdesk provides me the flexibility to run my business without being overwhelmed by it, so I can do things like travel or manage other projects without being derailed by daily requests. My team includes a WordPress support technician, a developer, myself (business owner/designer/developer) and typically a project manager who can field/assign requests to specific team members as needed. However, I have it set so that Agents can see all tickets that come through, so they can pick them up as they see fit, without relying on designated assignments.

Pros

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.

Cons

  • The login solution drives me nuts. As an Agent, I have to login at a separate domain than my branded portal, which is confusing for new team members and adds several steps to the login process. This is particularly cumbersome when trying to use 3rd party integrations that require Freshdesk login (like Shift App for Gmail).
  • Integration with Asana is clunky and doesn't allow for easy use when there are a lot of clients/projects in Asana, so we end up just manually adding tickets as tasks in Asana.
  • A style refresh to the client-side portal would be great. It's a bit clunky and even with customizations, the default solution feels a bit dated.
  • Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
  • The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
  • Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
  • Ease-of-use minimizes the need for individual training and shortens onboarding time.
I had previously used HelpScout for a brief period of time, but they increased their pricing so we switched to Freshdesk. At the time, HelpScout had a better interface, but with the recent updates to Freshdesk, I'm really liking the interface and have no desire to switch to another solution.
Copper (formerly ProsperWorks), Hubstaff, Asana, Everhour
Freshdesk is great for support ticketing, FAQs, and items that can be easily reviewed, addressed and resolved. It's not ideal for lengthier conversations or long-term projects, as it could get difficult to track multiple conversations or use the SLA notification features since long-term projects will typically have different duration parameters. Though the ability to merge tickets & edit subject lines in Freshdesk is helpful (I wish Gmail would let me merge conversations!).

Additionally, I have another client who attempted to use Freshdesk as both a support portal and CRM solution, which didn't work well. It's ideal if all communication runs through Freshdesk, so it can be tracked and monitored. If leads are coming into Freshdesk, and then managed offline, there's a tendency to have a lot of open/unresolved 'tickets' because users don't want to bounce back and forth. However, I believe Freshworks offers a CRM solution, so that would likely be the best way to go for CRM needs (though I've not used it).

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