Item: Freshdesk
Rating: 10
Author: Chianne Shepherd

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is being used by our inbound technical support team. We can receive emails even outside of business hours when our phone lines are off. It then allows us to set parameters to make sure our support team is getting back to customers as quickly as possible. It is user-friendly.

Pros and Cons

Pros

Email
Social media
Self service

Cons

Formatting in emails
Formatting for FAQs

Return on Investment

Freshdesk has helped us have more satisfied customers.
Freshdesk is easy to use for our agents which translates to their work.
Freshdesk made it easy for us to build a self-service portal which alleviates some customers from calling in.

Alternatives Considered

osTicket

Freshdesk has infinitely more features than osTicket. osTicket will lock you out of an email if someone has been in it recently. Freshdesk just gives you an eyeball icon that lets you know someone else may be replying when you are in there. There are so much more automation and reporting features in Freshdesk.

Other Software Used

Zoom, 8x8 Virtual Office, Join.me

Likelihood to Recommend

Freshdesk is perfect for our support team of about 15 people with 3 different shifts. I'm not sure it would be well suited for a very large team, but I personally haven't used some of the functions that were developed for that. Its been a great way to manage our inbound tickets and make sure our employees are being productive as they all work from home.

Comments

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Freshdesk is fresh and easy to use!

Software Version