Good for Small Businesses, but Better Software is out there.
March 06, 2021

Good for Small Businesses, but Better Software is out there.

Morganne McIntyre | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Estate

Overall Satisfaction with Freshdesk

We use Freshdesk only within the advertising department. We use it as a ticketing system and for operational purposes. We use Cognito Forms in conjunction with Freshdesk. Freshdesk serves as our service hub for account managers, sales representatives, advertising operation managers, and the fulfillment team. We get sales orders and they go through Freshdesk to be fulfilled. We use tags and other features within the platform.
  • Allows for integrations
  • Works for form input
  • Project management
  • Organizing
  • Better Integations
  • Cleaner interface
  • Ease of Use
  • More capabilities
  • Time efficiency- positive
  • Project management - positive
  • Working with our other systems- negative
We're actually already using other systems to make up for the lack of things that Freshdesk can do. However, Freshdesk is easy to learn and easy to use. With everything going more digital, we need software that can keep up. Freshdesk is still a good project management tool. We also use Hubspot as our tasking and ticketing system as well for other parts of our teams.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

No

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

No

I believe that the overall usability is simple enough to integrate into small and medium-sized businesses, but I don't think that it could keep up with our company as a whole. We use it for our department and it depends on how many agents are using the platform. I know that outside of the backend, it's harder to use.
I am not currently involved with support for Freshdesk but have heard it takes a while for people to get back to you with helpful answers. I know that our managerial team has been slowly looking at other better options for project management software. As I stated in previous questions, we use other platforms that work better.
I would recommend Freshdesk as a fairly cheap option for a smaller team. We've actually been looking at other options for a project management system. Freshdesk seems to be a little behind on some of the things that other software can do. Freshdesk is easy to learn though and still keeps everything in one place. I prefer other software myself.