Freshdesk Review

We're able to respond to customer inquiries much faster and with better information.


What is most valuable?

The most valuable features for us are the email and social media ticketing functions. Both emails and social media conversations can automatically be turned into tickets.

How has it helped my organization?

We're able to respond to customer inquiries much faster and with better information.

What needs improvement?

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

For how long have I used the solution?

I have been using it for 10 months.

What was my experience with deployment of the solution?

No issues with deployment as of now.

What do I think about the stability of the solution?

No issues with stability as of now.

What do I think about the scalability of the solution?

No issues with scalability as of now.

How is customer service and technical support?

Customer Service:

8/10

Technical Support:

8/10

Which solutions did we use previously?

This is our first help desk solution.

How was the initial setup?

The initial setup wasn't too complex. It was easily understandable and quite simple.

What about the implementation team?

Implementation was done by an in-house team, although their support system was also very helpful.

Which other solutions did I evaluate?

We also evaluated Zendesk.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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