A very well designed helpdesk app with great potential
August 04, 2019

A very well designed helpdesk app with great potential

Adam Farrell | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

We have been running Freshdesk for the past 3 years to assist our clients, vendors, and external consultants.
Freshdesk is a cloud ticketing system, which works great both internally and externally as a helpdesk solution for all incoming queries. We receive requests regarding a wide array of information, such as projects, pricing, support, payments, invoices, holidays, and more.

Pros

  • It's easy to keep track of all incoming tickets.
  • It has a great system for documenting a complete history of a contact by being able to quickly bring all the recent tickets.
  • A decent and helpful customer support team.

Cons

  • There are limited options for the customization of scenarios, keyboard shortcuts, and automations.
  • The statistics dashboard is nice, but we would like to customize it for our needs by dropping the fields we have no use for instead of those we would like to see.
  • Many useful features are available only for the higher price brackets, forcing the users to upgrade them also, along with the features that are not needed.
  • We were able to streamline all incoming queries into one tool, which saved us a lot of time and resources in the long run.
  • Our clients appreciate the timely responses from us, making our agency look more professional.
  • As the system is quite polished right out of the box, we did not have to spend outrageous amounts of time on the initial set up.
We have found Freshdesk to be the most comprehensive and capable product for our needs. The UI, support, and ease of implementation were the main reasons why we have signed up for a paid account within the trial period.
Adobe Campaign, Microsoft 365 Business, Malwarebytes, G Suite, Squarespace, MyMediaRoom, DocuSign, Justinmind, Weebly, Evernote, PushApps, Asana, Amazon S3 (Simple Storage Service)
100 to 500 per week
Freshdesk is a great product for taking care of the helpdesk for a company of any size, as it is highly scalable.
It would be not as suitable for very small teams or solopreneurs, mainly due to the price.

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