Clean and simple - maybe too simple
December 28, 2018

Clean and simple - maybe too simple

Steven Joe | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

We use Freshdesk as our customer service portal. We use it to manage support tickets, and to make sure all customer issues are taken care of.

Pros

  • Good UI - Freshdesk is very clean and easy to use.
  • Lots of features that are really useful.
  • A free plan is really nice to have.

Cons

  • It can be hard to find a setting.
  • Need to upgrade for a custom domain.
  • Poor documentation.
  • Freshdesk has made customer service easier.
  • It hasn't cost us anything.
Freshdesk had less features, and Zendesk had a better interface. However, Freshdesk is free and Zendesk is not.
Chrome DevTools, Amazon Elastic Compute Cloud (EC2)
Fewer than 100 per week
It's okay. Some features are limited for the free plan, but it does have a Twitter support automation option, which is nice.
It's pretty good, and even shows what tickets need to be responded to urgently.
There isn't any spam control, and marketing emails are not features out.
No NLP or sentiment analysis integration. Dashboard doesn't show much data.
It's good for basic customer service. However, for more advanced features, I would use something else, like Zendesk

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