Freshdesk: a leading solution for service desk management for small business
Naveen Gabrani | TrustRadius Reviewer
December 15, 2018

Freshdesk: a leading solution for service desk management for small business

Score 9 out of 10
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Overall Satisfaction with Freshdesk

Freshdesk is a market leader in the space of helpdesk solutions. It allows management of tickets, knowledge base for staff and community functionality for users. It helps in managing multi-channel support over phone, email, and live chat. It has features to convert email to tickets. It allows customers to vote on ideas which can then be incorporated into the product. It integrates well with other business apps.
  • Freshdesk is easy to use and setup.
  • Ticket management for tracking issues works very well.
  • Multi-channel support includes live chat, email, and Phone, which is very useful.
  • The product support team is responsive.
  • The product is customizable and you can setup the customer portal based on your needs.
  • Dashboarding functionality is relatively basic and can be improved.
  • The ability to detect duplicates/collisions is not available in cheaper versions of the product.
  • Usage of Freshdesk has lead to increased productivity of the support desk.
  • It has also led to increased customer satisfaction and easy to track issues reported.
The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Freshdesk allows users to build a user community. It includes a built-in user forum. It can be easily linked to your social media accounts. This is included in the Garden version, a $35-per-agent per-month plan. The Community works great as it allows customers to solve other clients problems saving precious support time. The community is fairly easy to set up.
Frehdesk includes powerful features for managing service desk tickets. The automated system can be set up to set in place custom rules. For example, if a ticket has not been closed for three days then it will email the service manager, etc. It also has other interesting features like, you can create a ticket in Slack from a chat room. Canned responses can be set up to save on Service agents time.
Freshdesk supports the collecting of data from different data sources for generating tickets. The most common ones are email, phone, website forms. These channels are pretty solid and work seamlessly. It is easy to set up spam filters for forms to prevent spam.
Freshdesk reporting is very easy to use. You can type a few words and the software suggests what you may be looking for. For example, you can type How many, and it suggests a set of autocomplete options, which makes it very easy for nontechnical users to build reports.
However, if you are looking for advanced customizable reports then Freshdesk may not be the best solution for you.
Highly recommended for small and medium businesses looking for a service desk solution. Easy to set up and fairly powerful. The user interface is easy to use making it simple for new users to become productive. Scenario Automator is good at taking a defined set of action for certain types of tickets. Great for support staff that handles a large number of clients.