I have used and love Freshdesk
Chris Wilkey | TrustRadius Reviewer
November 20, 2018

I have used and love Freshdesk

Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Free

Overall Satisfaction with Freshdesk

It was used across the entire organization as the main form of a ticketing system and problem solving. We had a large number of emails coming in that needed to be routed to different people and areas and needed a solution to speed up the process and help reduce missed emails.
  • Automation
  • Assignments
  • Tracking
  • Hard to set up
  • Training needed
  • Duplicated some of the correspondence
  • Helped reduce errors and made us more money
  • Increased customer retention
  • Increased our effectiveness of closing issues
When searching for a solution for our team, I needed something with a lower price point and landed on Freshdesk quickly. I did not explore a ton of other options as I was given a list of options and told to choose from that list. I selected Freshdesk due to their website and features.
It has the ability to publish emails and scenarios within the system, but nothing crazy involving social media (as far as I am aware). If that is part of the software, it is not a part of the software that I am currently using or have plans for in the immediate future.
I really love the workflow and task assignment parts of Freshdesk. When I created the scenarios, I was able to do auto routing and make sure each question was responded to in a timely fashion. I could also assign tasks to specific people if an issue needed to be escalated.
I'll be honest with this one. This is a portion of the software I do not use frequently, so I am not skilled at looking at data.
The dashboards are my favorite. I am able to take a 300 foot view of the communications and see where there are bottlenecks or issues.
It is well suited for small to medium sized businesses that need a system in place that can track customer issues and speed up the process of assigning or closing tickets. It is better suited for those who like a web interface and those who can set up the advanced features.