Item: Freshdesk
Rating: 7
Author: Darryl Hadfield

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We have 6-8 customer service agents operating at any given time, to address both public (ie website/internet) users as well as private (ie direct clients) users.

We shifted to Freshdesk, away from a shared inbox, to address tracking, response times, as well as provide better visibility into how we interact with all of our customers and clients.

We are now also shifting our vendor traffic into Freshdesk as well, although that's a much lower touch rate than with clients/customers.

Pros and Cons

Pros

Contact Segregation
Ticket Tracking
SLA monitoring

Cons

FB / Social integration is poorly done
Automations and related logic are rudimentary and single-faceted
Third-party systems integration options are few and far between

Return on Investment

Freshdesk is certainly better than nothing, or a simple shared inbox
Freshdesk is frustrating to incorporate social media with
Freshdesk excels at ticket management
Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.

Implementation Rating

It was largely plug-and-play to get started with the basics. We literally set up groups within Freshdesk to segregate ticket types, and then implemented forwarding rules from multiple inboxes, to send to specific groups within Freshdesk. The basic configuration took less than an hour, and I was pleased at how quickly and easily I was able to get my organization into Freshdesk.

Alternatives Considered

Zendesk Support Suite and Zoho Assist

For the price point, FreshDesk is a great starter solution for service desk management.

If you need further integration with other systems, you may quickly find yourself looking at other options, or using native tools - because FreshDesk simply doesn't have the integration levels it needs, to make it a tier 1 business operations tool.

Key Insights

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Did Freshdesk live up to sales and marketing promises?

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

I've been quite pleased with how Freshdesk allows us to see when a response is needed - FD's SLA management and tracking is quite nicely done. The ability to use built-in escalation rules has also been a pleasant change - we can easily see if a client or customer has been waiting too long for a response, and escalate those tickets to management for immediate review.

Freshdesk Feature Ratings

Comments

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Freshdesk is great for your first service desk tool, but is unlikely to remain your primary tool for long.

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