Freshdesk Review - FRESH!!!
January 14, 2020

Freshdesk Review - FRESH!!!

Isidoro "Roy" Jovero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk is our current IT ticketing system. We have opened it up to Workplace, and I believe one other department uses it on a different instance. The system allows us to track the amount of work done, and provides a resource to refer back to in case we have repeat issues. We have started using the Solutions feature to provide users links to easy-fix solutions
  • It is a full-service system that provides the same, if not more, power as Zendesk, HelpScout, etc.
  • Queue view is easily customized
  • Ticket merging could be a little confusing to use
  • Unless things have changed recently, Pending tickets don't show up if you use the All Unresolved view
  • Stakeholders are able to see department performance by viewing available stats
  • The Leaderboard feature allows for friendly competition within the team
Freshdesk was the system in place when I started with my current company.
  • Compared to Zendesk, they are very similar, but I'd give the advantage to Zendesk if asked.
  • Compared to Help Scout, Freshdesk is much more robust.
  • Freshdesk, Zendesk, and Help Scout have about the same user experience. Very easy to use after poking around a bit.
  • Compared to Remedy, Freshdesk is much friendlier. Remedy felt very rigid to me.
Freshdesk feels like your standard run-of-the-mill helpdesk system. I don't feel it does anything exceptionally well, but more importantly, it doesn't fall flat on its face anywhere. The biggest negative I see is when it comes to tickets where people are CC'ed. In tools like Zendesk, CC replies automatically get added to the original ticket, whereas in Freshdesk, a new ticket a created, requiring merging to keep things clean