Reliable and handles large workloads but the tagging system is not great
Pros and Cons
"It is very easy to make reports."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
What is our primary use case?
We are using the product for communication with the clients. We use it for opening tickets and communicating.
What is most valuable?
It is very easy to make reports. There are a lot of tags on every ticket. As a supervisor or as a head of a certain department, you can easily make reports for every agent on your team.
The solution is stable.
It's scalable and is able to handle big workloads.
What needs improvement?
Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.
If I'm going to contact a client, then I have to put all of these tags, and that ticket is closed as the ticket has been sent. It's similar to when you send an email. That ticket has now been sent and therefore it's closed. If the client responds, the ticket will come back as open. However, if we send a ticket to a different department, let's say, then we have to put the ticket on as open to the different department and I'm not going to be able to see it unless the other department sends it and replies, and puts it back on my name as open. The ticketing feature is a bit complicated.
In order to send a simple email to a client, I need three minutes. And due to the fact that we send a lot of emails, that amount of time required is time-consuming for us.
Freshdesk has a feature called Freshchat. I would like to have translation services inside the chat. We get a lot of clients from different countries speaking different languages.
For how long have I used the solution?
I've used the solution for five to six months.
What do I think about the stability of the solution?
The stability is good. There are no bugs or glitches. It doesn't crash or freeze. Its performance is reliable.
What do I think about the scalability of the solution?
The product is scalable. We handle quite sizable workloads and it is able to work well regardless.
While we have 100 users, not everyone uses this solution. We use it for customer support, finance, the operations department, and the partner's department, which may be up to 15 people. We do use it on a daily basis. We do not plan to increase usage until we hire more people.
Which solution did I use previously and why did I switch?
Prior to this solution, we were using Zendesk.
For us, the difference is you can see all of the tickets in Zendesk. That's really important, as you can also see tickets from a different department. You can see how a certain specific case is being handled. Is it being handled well? What are the updates?
With Freshdesk, the tags are really time-consuming. You have to check with different departments and ask "Hey, have you checked this ticket, this ticket number?" You have to save the ticket number so you will be able to actually ask them.
How was the initial setup?
I'm not responsible for the setup. That said, it's my understanding that we did have a couple of issues when it comes to workflow. For example, certain tickets should come to a certain department, and we have issues with that.
What about the implementation team?
The company handled the initial setup in-house.
What's my experience with pricing, setup cost, and licensing?
I'm not familiar with the pricing aspect of the product.
What other advice do I have?
I would recommend Zendesk. I prefer Zendesk and would recommend it to everyone. Freshdesk I do not like as much. It's much more time-consuming. It's much more complicated. If you have a big workload, then that can get in the way of actually getting work done.
I'd rate the solution seven out of ten. We've gotten used to it, however, it's too time-consuming. Choosing this solution was a management decision. It's not ours. It's not an ideal ticketing system.
Disclosure: I am a real user, and this review is based on my own experience and opinions.