Freshdesk is simple and perfect for anyone who wants Quality AND Affordability
March 07, 2018

Freshdesk is simple and perfect for anyone who wants Quality AND Affordability

Joshua Weaver | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Free

Overall Satisfaction with Freshdesk

We currently use Freshdesk as our sole ticketing system. It provides a support entry point for our online customers when we they need help after hours or don't want to engage in a paid support tier.
It catches emails as a support channel as well and converts them into tickets for us.
We have been using the free tier since before they started branching out with other products and have found it works great for our needs.
  • Great embeddable widget for support ticket and knowledge base
  • Easy to configure and setup
  • Exceptionally generous free tier
  • Easy to use and intuitive UI and UX
  • Integrates with MANY other products and services and APIs (For example, we have our Freshdesk account linked to our Slack account and get notified in Slack with every new ticket)
  • Their knowledge base deserves and extra bullet point. It's really simple to set up and makes providing links to documentation and solutions simple.
  • It's hard to find fault with this product
  • The SLA management on tickets can get confusing at times
  • The Auto closing of tickets got us into trouble a few times
  • Freshdesk saved us tons of time in setup compared to building our own solution.
  • We saved money by not utilizing development time (we are a software shop after all) since all we had to do was configure and embed the service's widget into our site.
  • Our customers are confident that we are available to help during business hours but some still prefer to not have to pick up the phone. Freshdesk gives us the opportunity to engage these users efficiently.
Zendesk's free trial was enough to test things out. During the trial, you got more features (from higher tiers) as well, but we quickly discovered that only the higher paid tiers offered (like custom fields). You only get these at a higher tier with Zen. Not only that, but the lowest tier on offer is about $5 per month which doesn't even offer the same perks as Freshdesk offered at the Free level. That was enough for me to decide.
The content creation tools for the solutions Knowledge base is pretty straightforward. It could probably have a more advanced WYSIWYG editor, but it has just about everything we need to accomplish writing support articles that feature solutions for common problems our users face. It allows for easy structuring of this content via categories and tags. There are also some simple analytics that are incorporated to know what users think of each article and whether it needs improved. Again, the search/k-base widget that you can embed into your website is really intuitive and works rather well for us.
I think Freshdesk enables us to engage our users very quickly. With our integration with Slack, we are notified right away (or at least when we arrive at the office the next day). With the custom fields that we have in play, we know qualified data about the issue the user is having and what we might need to do to better assist them with a solution. And the integrated knowledge base solutions are a click away from the reply that we can insert into a ticket thread.
We only collect a handful of fields in our use of Freshdesk ticketing. It's enough to supply us the extra info we need to associate our end users to an organization in our other CRM. We hope to integrate the two together in the near future so that we won't have to manually make the tie in. Freshdesk does supply ties and api integrations into common CRMs but we have a home grown solution currently.
Freshdesk has more than we could ever hope to use in this regard. As a smaller company, we might not fully utilize features that provide detailed analytics of ticket response times and such. We take care to respond and close tickets as they come in as soon as we can and our small team is able to do this without stepping on each other's toes simply enough just using the ticket dashboard.
I've tried several of the other competitors like Zendesk. They're clearly the industry leader and used by a lot of larger companies. They didn't have the pricing tier that worked for us at the time for what we were looking to spend. When I found Freshdesk and discovered they offered what we needed in just their Free Tier, I was blown away. I would imagine there would be a tier that meets most needs of a company.
I think you can benefit from Freshdesk if you:
  • Need a ticketing system
  • Need online documentation or a searchable knowledge base
  • Don't have a large budget
  • Need lots of features or integrations
If you can't find what you need with Freshdesk, I'm sure you can always find it by paying more money at a competitor.