Freshdesk plays well with others
November 06, 2015

Freshdesk plays well with others

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk is being used as our firm wide customer support solution. It is the book of record for all our client service interactions. Having a product that is straightforward, easy to setup and to use, and also integrates well with other products is key for us.
  • Ready "out of the box", easy to set up and configure. Easy to add customized fields and process.
  • Integrates well (plug and play) with popular products (JIRA, Salesforce).
  • Their support is fantastic.
  • I'd like to see some additional rules in the Dispatch'r. In particular allowing a rule on incoming user email for "not in contacts", etc. We don't want anything to get into Freshdesk via email from a user we don't have in our contacts.
  • Allows our sales group to immediately see via Salesforce support tickets submitted by their contacts/accounts.
  • Links support tickets to JIRA development issues - allows support to notify a customer when an issue has been resolved. Creates positive customer experiences.
  • Audit record of customer interaction allows for training and process improvement.
Functionality vs. price for Freshdesk was high compared to other products. It was also easier to understand and configure.
I believe the key values for a enterprise support solution are:

  • Create a positive customer support experience
  • Seamlessly integrate with the firm's SDLC process
  • Scale along with firm growth

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Not Rated
Social integration
Email support
Help Desk CRM integration