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I have used and love Freshdesk
November 20, 2018

I have used and love Freshdesk

Chris Wilkey | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

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.
Canvas, MailChimp, AWeber, Box
500 to 1,000 per week
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.