Overall Satisfaction with Freshdesk
We use it as a corporate knowledge base for employees where only HR has access to create & edit knowledge base articles. In addition, we have a second instance that is integrated with WordPress to provide an end-user knowledge base and customer support channel. We use the WordPress instance as the SSO source for this second KB.
- Works well as a tradition top-down KB
- Provides basic support tools
- Has an integration with WordPress
- The TERRIBLE account management structure created by "Freshworks" overhead
- Seriously the whole Freshdesk/Freshworks structure is AWFUL
- It creates NUMEROUS headaches for literally zero benefit
- It's a cumbersome archaic system that due to legacy investment we cannot replace soon.
- Doesn't integrate well with Google Workspace either.
No, I don't believe the hype. There is ZERO "AI" here. Just some boilerplate automation.
Do you think Freshdesk delivers good value for the price?
No
Are you happy with Freshdesk's feature set?
No
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?
No
Would you buy Freshdesk again?
No
Freshdesk Feature Ratings
Freshdesk Support
Pros | Cons |
---|---|
None | Slow Resolution Poor followup Less knowledgeable Problems left unsolved Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response |
No, because it shouldn't be necessary for me to pay more to get basic support.
The next time will be the first time they do.