My experience with Freshdesk
January 05, 2022

My experience with Freshdesk

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Freshdesk

Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the issues they are facing by converting the emails into tickets. Based on the different tags, created date range, priority, etc., we can easily filter the tickets as required. It also contains knowledge base navigation where one can share the files as a solution. The interface is so simple and easy to use. It also allows us to create our canned responses. Not only that, I can easily view all of the contacts and their contact detail. It also has [the] feature of integration with Facebook and other social media apps.
  • Email to ticket conversion
  • Support social media integration
  • Allow canned response
  • Ticket routing, scenario automations
  • Knowledge base
  • Report customization is time-consuming.
  • Limited reporting features
  • Could improve in the automation since today's world demands it
  • Positive impact: Made communication so easy
  • Positive impact: Can easily filter the tickets based on [...] different factors like date range, tags, priority, etc.
  • Positive impact: Customization makes it more likeable

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Because without Freshdesk, it would have been tedious and hard for us to address the issues of our clients that will ultimately have [an] effect on our productivity. As a help desk, Freshdesk has been such a handy tool that has managed all our support-related matters. I just can't stop using this software.
I would like to rate 9 out of 10 for its overall support because Freshdesk allows us to keep track of the raised tickets, assign multiple recipients. Also, we can merge the related tickets as one. Assigning public/private notes also helps to comment [on] related information. As a support desk, it has fully satisfied us with its features and customizable capability.
We can easily track and manage tickets, as well as see what happened to earlier tickets. Freshdesk is also less expensive than most software with comparable functionality, and their customer service is really prompt and helpful. You can make various adjustments on your own, such as establishing rules for tickets and a very intuitive interface and functionality for managing workflows.