What do you like best?
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
What do you dislike?
Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent
Recommendations to others considering the product:
I would recommend embracing the "vanilla" (standard) configuration of Freshdesk, rather than bending it to fit your old system processes. Not because Freshdesk is inflexible in anyway, because it is very flexible, but because the out-the-box set up is just so very good, and works so well, I fell you would be foolish to not adopt the Freshdesk way.
What problems are you solving with the product? What benefits have you realized?
Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.