First choice for a quick support channel
November 21, 2018

First choice for a quick support channel

ayush dwivedi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Since we are in the technology department of organization we receive many requests to resolve tech issues by employees. so that we are using Freshdesk for raising tickets and resolving the issue through the platform. We also made many knowledge bases which decrease the number of tickets we receive in a day. We also build a knowledge base(KB) that contains known issues in the various applications used in the organization.
  • Automated ticket generation and sent customize templates.
  • Build a knowledge base with unlimited categories.
  • The suggestion in ticket creation: suggest and knowledge base page when I tried to create a new ticket, if a subject word match in any KB.
  • We haven't found very many cons but I think it should have theme feature so that we can customize theme on the Freshdesk site because in few sections like resolved tickets very less visible in all tickets.
  • Need more customization features for support portal like increasing fields etc.
  • It's excellent. Receiving issues in the email are too complicated for us but now we receive all issues or queries in a well-developed platform.
  • Now we are able to answer all queries on time.
  • It increases our work efficiency, and after resolving issues we build our knowledge base which helps other to find a solution instead of making more tickets.
  • The Dashboard and recent activity really help a lot to quick review our work.
There are many limitations in both ticketing application software we want a low-cost application for a small solution here the following things
By Cost: Zendesk needs basic plan cost and Zoho Desk basic version is free to use.
Features: Since Zoho's provides basic free cost solution I found various limitation in the customization like categorization in KB which struck me.
Knowledge Base: Foud Freshdesk Knowlege Base is much better than the others.
I am giving a higher rating to Freshdesk capabilities because in all levels it resolves our problems root problem. It helps us in performing the following task:-
1. Receiving tickets using our own email and sending reference mail.
2. Sharing ticket status.
4. Dispatch rules help to auto-assign tickets to the agent.
5. Canned responses which help to send a quick response.
6. Ticket forwarding.

Not much explored.
I like the dashboard feature of Freshdesk which shows overall the pending tickets, unassigned tickets, and open tickets.
The report is also good but it provides the form the past to previous day not up to current day.
For report visualization things needs to be improved.
When we have to get issues from our customer or employee were giving the resolution on time is very important. Since Freshdesk almost have all the channels to get issues like Facebook as a social platform, email which is most commonly used, from the portal form and a by receiving calls to our toll-free numbers.