TrustRadius Insights for Freshdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Ticket Submission Portal: Users appreciate the user-friendly and efficient ticket submission portal in Freshdesk. Some have lauded it as the best they've used, highlighting its clarity and usefulness.
Email Monitoring: Monitoring emails is seamless with Freshdesk, noted by users for its easy-to-use functionality that enhances their overall experience.
Automation Potential: Many users value the automation features like threads, tags, and cached responses in Freshdesk. This capability streamlines processes and saves time for users.
Centralized Communication Records: Users commend Freshdesk for providing a centralized hub for communication records between customers and employees. It serves as a valuable resource for maintaining clear communication channels.
Clean User Interface: The clean and intuitive user interface of Freshdesk is highly praised by users. Its simplicity enhances navigation and usability, contributing to a positive user experience.
Intuitive Ticket Properties Addition: Adding properties to tickets in Freshdesk is straightforward and user-friendly according to users. This intuitive process simplifies ticket management tasks efficiently.
Used Freshdesk for over 5 years as our school's Helpdesk. Acts like many helpdesks, but with a few tweaks that make it very nice to use, such as bulk updating tickets (categories, reply emails, status, etc.). There is even an AI feature that auto-closes tickets if someone re-opens a ticket by replying with a thank you after you have closed the ticket.
Pros
Bulk ticket updates
Rules
Auto Closes after thank you response
Cons
Would be good if auto refreshes the ticket list after an update
Likelihood to Recommend
Any helpdesk situation works very well, it's the best helpdesk to date that I have used for features and responsiveness.
VU
Verified User
Manager in Information Technology (201-500 employees)
We use Freshdesk in our data team for the rest of the company and for clients to submit requests about data, and to categorise, record and respond to these requests efficiently. This enables us to keep on top of and prioritise requests and respond accordingly. They enable us to fill in forms and easily categorise
Pros
Allows you to easily categorise requests so the right person can get back to it
When we submit requests internally it allows you to easily link and add things for context of the request
It also allows colleagues to follow up over email keeping a good paper trail of correspondence
Cons
I think some AI could be added for requests submitted just to keep
Up with other platforms, the interface can feel slightly dated
I would like to see more integrations - I love that we can respond over email so links well with gmail and slack, but it would be ideal to have it built into our platform
I mostly like how it works so there’s not too much else I can say on room
For improvement
Likelihood to Recommend
Freshdesk has worked well in our organisation for internal data requests, these are things like problems with data and data questions. It enables us to easily categorise requests and make sure they reach the right person and so they can be followed up with in a timely manner. I like that requests can be submitted via the site or slack, giving visibility to others about what’s been requested. Ideally I’d love an integration with notion or something so we can see the answers to everyone’s queries to stop duplicate queries happening, currently this is updated manually.
VU
Verified User
Professional in Customer Service (51-200 employees)
We use Freshdesk in our organisation for knowledge base to enable our customers to self-support and to stay up-to-date with new releases, and more recently to streamline our customer support process (e.g.: ticketing).
Pros
Knowledge base management
Ticketing
Integrations with third-party software
Cons
Seamless integration with JIRA
Chat widget on Freshsales suite to be integrated with Freshdesk knowledge base
Likelihood to Recommend
It's great for managing knowledge base and other user documentation.
VU
Verified User
Strategist in Product Management (11-50 employees)
Freshdesk at our company is primarily used as a ticketing tool to track productivity and manage requests. Freshdesk addresses the management of employee productivity and timeliness, and the identification of the task being handled through proper tagging. There are multiple ways we utilize Freshdesk. We use it for recurring service requests and day-to-day task requests, investigations into system issues or concerns, and emails with inquiries. All of these are converted into tickets that can be easily managed, given the number of requests employees receive, whether internally or externally.
Pros
Having it as a centralized ticketing tool to manage all request.
Workflow automation that standardizes task assignment and tagging.
Real time support from agents are helpful especially for system concern or queries.
Cons
One of our major concerns is the capacity for scenario automation, which is currently limited to 700 instances. We can add as many as we want, but only 700 are visible when using it to tag tickets.
Limited API for Freshdesk. Freshdesk makes fewer API calls than Freshservice. There are also APIs that are available, such as for adding scenario automations.
Likelihood to Recommend
I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.
VU
Verified User
Administrator in Information Technology (501-1000 employees)
We used Freshdesk to run whatsapp campaign with official WhatsApp business API.
Earlier our WhatsApp number was getting restricted because we were using a third party integration. But with WABA (WhatsApp Business Account) that problem is addressed. We were able to engage our customers in a much better way. We even got Display Name and verified badge.
Pros
WhatsApp automation
Email campaign
Support ticket management
Cons
WABA setup takes lot of time.
It's tricky to delink WABA number previous vendor
Support system can be better. It takes days to solve a simple issue.
Likelihood to Recommend
It's reliable system for customer engagement. Button in WhatsApp message is very useful for that.
Sometimes the WhatsApp doesn't deliver to customer.
Presearch is a privacy focused search engine (no tracking of user activity or collecting of user data - much different than Google, etc.). We allow users to earn rewards for searching. We have a decentralized infrastructure with community members providing computers to do the searches. These people are also rewarded. We use Freshdesk for handling user support. We receive support requests related to the quality of the search results, issues with ads on the search engine, the user interface, rewards for users, rewards for the decentralized community computers, the search user account pages and the community members account pages. Freshdesk is invaluable for tracking all of the different types of requests, providing initial responses, prioritizing requests, managing our responses and providing statistics for our users and for management.
Pros
Tracks all support requests
Manages the entire interaction process between support personnel and the users
Provides history of all interactions
Cons
Hard for new support personnel to learn the nuances of the system
Better ability to link related support requests together for analysis of trends
Tools to track fraudulent users (spammer, hijackers, etc.)
Likelihood to Recommend
Overall, it does a great job of handling support, which is our user case. It is best for narrowly focused issues and issues that are resolved in a few interactions. When issues are broad and have several paths of issues and/or corrections it is not easy to segment off the work and responses necessary. This makes it hard to have several support personnel work on an issue that is more diverse and requires multiple skill sets.
We use Freshdesk so that clients can email in for any issues they have with the platforms we manage, so we can quickly and easily get back to them. We also use the rules to make sure multiple eyes are on it, in case someone is out of the office.
Pros
Email ticketing.
Call ticketing.
Rules
Cons
AI
Knowing when to open a new ticket instead of reopening an old one.
UI
Likelihood to Recommend
We use it as a help desk, and have found that extremely helpful. The more you put into it, the more you get out of it, and our clients also like that we can have a centralized point for all support to come from, rather than having to remember who does what for their account.
VU
Verified User
Administrator in Professional Services (201-500 employees)
We use Freshdesk primarily as our ticketing platform for both internal teams and external users. It allows us to escalate bugs directly to our development team and manage user requests efficiently based on what comes into our support inbox. It enables us to triage everything in one place, and the Kanban view is particularly helpful for getting a clear overview of every ticket and its current status
Pros
Tickets
Triage
centralised area for user queries that arent coming in through our live chat
Cons
We use another product for the majority of our user queries in form of a live chat on our app - and this live chat has a great AI to answer user queries before we need to touch them
Likelihood to Recommend
Id recommend it to anyone who needs a centralised area for inbound queries and triaging with development teams to fix issues
We use Freshdesk to manage our operations, as all tickets get created on Freshdesk. Freshdesk enables us to track and check the inflow, complaints, or queries. It gives us a clear idea of all complaints and keeps a track of those complaints. We can export the data very easily to work on our daily metrics.
Pros
Single platform to keep a track of all complaints and queries.
Exporting data with required line items.
Managing users very easily and keep a track of them.
Dashboard helps us to track everything on a single page.
Cons
Currently, Freshdesk and Freshchat are 2 different tools that we use for calls and chats.
Launch of generative AI.
Slow or inconsistent response times for support.
Likelihood to Recommend
Freshdesk is very easy to implement. This tool is very easy to understand and adapt. Omnichannel capability enables keeping a track of every complaint from different channels, including chat, call, email, and social media. Excellent, customizable self-service portal, and AI-powered deflection tools such as Freddy AI, which help advisors provide proper resolution.
We use Freshdesk like email. Customers send us requests, quotes, reclamations, etc, through email, and they all come to us in Freshdesk. We also use Freshdesk to contact our workers. Freshdesk connects all of our teams' emails, providing us with easy access to all our systems. We use Freshdesk every day with all of our employees.
Pros
Connects our teams.
Able to connect multiple email chains into one.
Easy access to emails.
Easy categorizing.
Cons
It would be nice to see the sent emails.
Sometimes Freshdesk sends double emails.
Sometimes emails arrive in a different thread.
Likelihood to Recommend
Ideal for companies that receive significant email traffic. We receive approximately 25-50 emails every day, so we need a program that's well-suited for that, and Freshdesk is. If you don't receive decent email traffic, then I would say there is no need for Freshdesk yet.
