G2

James A.

Global Platform Support Manager

Mid-Market (51-1000 emp.)

7/11/2023

"Lifesaver for Agent Occupancy and workload distribution"

5/5

What do you like best about Freshdesk?

FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future. Review collected by and hosted on G2.com.