Freshdesk is the Best Support Desk We've Used
April 23, 2021

Freshdesk is the Best Support Desk We've Used

John Reitz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Free,Blossom,Garden,Estate

Overall Satisfaction with Freshdesk

We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.
  • Automation of client communication formatted just how you want it
  • Merging and routing of tickets
  • Easy to use interface for clients and agents alike
  • Reporting is a bit awkward sometimes, but you can level up for better reporting
  • The client onboarding to get them user accounts isn't always clearly defined
  • There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing
  • It gave back a lot of time to managers by automatically routing or allowing teams to pick up tickets
  • Freshdesk was a less expensive alternative to Zendesk which is near identical
  • If you are getting more than 1 request a day, this is a no [brainer]
[Zendesk is] very much the same, but Freshdesk is less expensive and less bloated with legacy features. I also found the user experience to be more customizable and easier for all parties to use. Zendesk is very popular, but with that comes a price. Other products that have similar popularity like Workfront do more but are much more expensive.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

The Freshdesk UI is clean and they don't try to put too much in one place. They also have the screens organized well with good menus and hover hints. Things in Freshdesk make sense, follow common logic and require very little training. Most team members picked it up with almost no training other than our internal processes.
Most of the time they returned our requests quickly and often they got very detailed and into the problem with us which was refreshing. So many companies would hide behind their tickets but Freshdesk was a bit of fresh air as they routinely explained in detail their limitations and issues which helped us understand things better and plan for how to use the product best.
We used Freshdesk for clients with [websites], app, or other creative requests and issues. It worked perfectly for us in this setting. It may not have enough features for an IT service desk, but the company offers a different product specifically for that. I think this could fit any eCommerce or creative team managing requests.