Item: Freshdesk
Rating: 6
Author: Luke Kadillak

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.

Pros and Cons

Pros

Ticket Categorization/Tagging
Scenario/Response Automation
Jira Integration

Cons

Key word search-ability to find specific topics in tickets is hit or miss
Creating new contacts is a bit tedious
linking tickets together is not very intuitive

Return on Investment

Faster resolution times
Measuring KPIs such as time tracking allocated to specific issues
Tracking customer satisfaction ratings

Implementation Rating

Our implementation was very seamless and well organized. It took us roughly 4 months to be integrated on Freshdesk and we also had to migrate from a competitor platform (Zendesk). The Freshdesk team was able to import a good chunk of our historical tickets that were on the Zendesk platform so that we could continue to keep records of past client issues/questions.

Alternatives Considered

Zendesk Explore

Freshdesk was ultimately a more cost efficient option for our business than Zendesk. It also offered a wider suite of integrations (including Jira and Saleforce) which we heavily use for our business.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Other Software Used

Jira Software, Salesforce Advertising Studio, Slack

Likelihood to Recommend

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.

Freshdesk Feature Ratings

Comments

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Freshdesk - A Must Have Software For Any SAAS Company

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