Best-in-class help desk features with multi-channel support.
April 27, 2021

Best-in-class help desk features with multi-channel support.

Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk features powerful suite of tools that sustainably grow the customer base and continuously drive growth of the entire business. The sales agents work on tickets that are appropriate to their expertise by using the Freshdesk ticketing module to drive customer happiness. It has a ticketing helpdesk that includes several channels of engaging customers such as chat, email, forums, phone and social media.
  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
  • The whole process of formatting emails is tedious
  • Creating new customized reports requires users to have extensive knowledge and relevant training
  • I feel like the available font options in the email template does not provide enough choices.
  • Assigning of tickets to agents automatically based on their skills and workloads for faster query resolution.
  • Automated replies on repetitive tasks reduce agent time and workload and boost productivity.
  • Better timing and efficient problem solving strengthens the brand image.
Freshdesk is the best overall help desk software that facilitates stronger teamwork between various departments for quicker resolution of issues from different channels and at the same time offering state-of-the-art information security by setting up single sign on script for confidentiality and restricting login access. We also have the option of using AI supported chatbots to provide answers instantly.

Do you think Freshdesk delivers good value for the price?


Are you happy with Freshdesk's feature set?


Did Freshdesk live up to sales and marketing promises?


Did implementation of Freshdesk go as expected?


Would you buy Freshdesk again?


Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.
Freshdesk customer support is available on phone, email, live support and tickets. They are knowledgeable and ready to help their users solve any issues. They have a Video Library on their website with videos that are categorized under different playlists to help users on a daily basis. All information a user needs to get started with Freshdesk is available online.
All communication channels that are support-related are consolidated to ensure that customer issues are converted into resolvable tickets and for faster query resolution. It enhances creation of service tasks to keep track of tasks, appointments and team workloads. Freshdesk is effective in automating customer and agent notifications for any updates that have occurred in their tickets.