Item: Freshdesk
Rating: 9
Author: Abhishek Mestry

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Hey, The product is absolutely marvelous for all the use cases we have. The ticketing tool is as best as what we can afford and look for the technology and solution. Majorly this has helped to track the SLA time of responding and resolving the issue of our end users along with their productivity.

Pros and Cons

Pros

Ticket SLA tracking
Productivity of agents
Marketplace integrations
Feasibility of reports customization

Cons

Freshdesk to include the Calling solution.
Freshdesk to also work for a better UI experience.
Freshdesk to give more better view of the tickets handled in multiple groups.

Return on Investment

Positive impact - Definitely the cost part have benefited
Productive agent were identified
Improve in our response and resolution time by tracking the SLA
No Negative impact found

Implementation Rating

We use multiple integration with Freshdesk it can be other tools, marketplace, custom integration and so on. The configuration task is so easy and effective and time saving that we can do this within 24hrs and so. Easy implementation help us in offering to check on other tools capability with the product and further use them with more proficient way.

Customer Satisfaction

Yes, Where world is moving to AI driven solution. The AI-powered automation had helped us really well in our requirement to achieve our targets and increase customer experience. This has help our agents as well to strength the communication skills and by using the technology they have been more productive and efficient to handle the queries on Freshdesk.

Alternatives Considered

Bigin by Zoho CRM and Ameyo by Exotel

Freshdesk is way beyond these tool. The solution and technology provided is more more step ahead with the shared product.

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

Other Software Used

Ameyo by Exotel, Mihup, Zoko

Likelihood to Recommend

The Freshdesk tool is well worse with the solution that required for any ticketing tool. Managing agent productivity and concurrency was the major task for us which Freshdesk help us to do. The less appropriate scenario is the ticket handling visibility when it had travelled from one group to another. We are unable to track the particular SLA of the ticket handled by an agent as it gives you the overall ticket experience and data.

Freshdesk Feature Ratings

Comments

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Freshdesk being a better product for us.

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