Item: Freshdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

I use FD to effectively and efficiently segregate inquiries according to the service groups they fall in. I've personalized FD for a more customer-focused approach. As the company grows, so make customer inquiries via email. FD provides a good platform that helps us respond and provide suggestions/solutions in a systematic and timely way.

Pros and Cons

Pros

Agent-level UI personalization.
Dynamic search capability.
Canned Responses.

Cons

Further personalization of the UI.
Native dark mode.
It would be more ok if FD scales well on higher resolution screens (1440p or higher).

Return on Investment

Faster resolution time.
Good value for money given the tiered features it has.

Implementation Rating

Freshdesk provides a platform that is intuitive and highly customizable. There are still areas to improve on, but in general, it does a good job of helping its user have an organized view of customer records and offers the user various built-in tools at a glance. The UI is a bit bulky, especially for relatively smaller screens (laptops).

Key Insights

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

Suited: Customer support emails, FOH, and BOH roles are areas where FD performs very well. It provides a tailored experience, especially when more than one support agent gets to handle a customer. Less appropriate: FD forums are a bit outdated since the knowledge base offers a more easily digestible source of information.

Freshdesk Feature Ratings

Comments

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Freshdesk's Pros and Cons.

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