Straightforward Support Desk Software
April 30, 2021

Straightforward Support Desk Software

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Blossom

Overall Satisfaction with Freshdesk

We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.
  • Receive support requests from multiple channels
  • Organize and assign requests to team members
  • Follow up on requests and ensure they are completed
  • Freshdesk met all of our needs.
  • Better customer experience
  • Higher customer retention
  • Lower cost to process and fulfill support requests
  • Intercom and Drift
I used real-time support solutions, but our team wasn't equipped to handle those sorts of conversations. Freshdesk helped us to process support requests in a timely manner that didn't overwhelm our team.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

I appreciate Freshdesk's ease of use, flexibility, and feature set. It does everything that we need it to do and setup is relatively straightforward. We were able to get up and running quickly, add new members to the team easily, and it didn't have a bunch of maintenance that tied us down. It did what we needed it to do — help us help our customers.
We didn't need support and didn't engage with their team.
I expected it to be overkill for a small team, but it was perfect, and I suspect that it would scale to larger teams as well. Freshdesk is ideal for teams on the go, too. I used their mobile app to respond to support requests while I was traveling, and could respond quickly when requests came in via push notifications.