Greatest value on the market for features, easy of use and reliability!
March 08, 2021

Greatest value on the market for features, easy of use and reliability!

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

Software Version


Overall Satisfaction with Freshdesk

We use Freshdesk as our ticket management tool for inbound support requests from our B2B and B2C customers. Our organization only handles electronic interactions via email, no chat or phone support, so we haven't explored Freshdesk for these support channels. For our needs, Freshdesk strikes a great balance of features, reliability and cost. The user interface is simple, intuitive and easy to learn, making onboarding simple; it is the easiest tool we use in our stack, which is great. It's also the one we use the most given that it is a running record of customer communications.
  • Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
  • Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
  • Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.
  • Reporting - The reporting sometime lacks some basic fucntions or output which means we have to invest time into hacking other reports manually.
  • The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
  • We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.
Freshdesk has a cleaner and more intuitive interface, and we also found support to be more responsive with a much quicker turnaround on quick questions and issues. Although we have found reporting shortfalls with Freshdesk, it is vastly better than its competitors, which is one of the main reasons we switched.

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Usability was one of the primary considerations when selecting a ticketing software as it is the one tool that our teams use all day, every day. We allowed our associates to play around in the sandbox environment to get a feel for which software they preferred to use. Although other considerations went into our purchasing decisions, this one was top of mind.
Support has been very responsive and always provide quick responses. We were impressed with the support we receive during the pre-sale process, implementation and post-sale. The team has a robust knowledge base which we always try and consult first but even when we do and miss something, the support team is so easy to deal with, and you can almost forgive any issues you run across given the superb support.
Freshdesk provides for a solid experience, and if it weren't for some very small shortfalls in reporting, it would deserve a rating of 10/10. Our team enjoys working with Freshdesk, they use it more than any other tool in our stack, and the intuitive layout makes it easy to navigate, which saves us time and allows us to move onto the next interaction quickly. We also use several integrations available in the catalog with new and existing tools in our stack which allows for more fluid communication with other business units who have an interest in support tickets such as the Customer Success and Product teams.