Freshdesk brought connectivity with our clients and users
July 13, 2022

Freshdesk brought connectivity with our clients and users

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

Software Version


Overall Satisfaction with Freshdesk

Frontline support for our SAAS products using Freshdesk to collate and respond to emails and Freshchat to receive online conversations through client software and an online user app. Freshdesk Knowledgebase is configured for the many products we have in use by clients and users. All support and client contact teams in the company revolve around Freshdesk and its modules to maintain our industry-leading customer service.
  • Innovation
  • Support
  • Live Chat
  • Highly Configurable
  • Cost Effective
  • Telephony integration
  • Auto ticket assignment
  • More B2B automation
  • Reduced calls
  • Ticket deflection
  • Easy online chat integration
  • Purposeful reporting and analytics
  • Increased innovation
Implementation was seamless from using other helpdesk software. Lower up-front cost assisted in scaling requirements of support and introduction of extra modules as required. Being able to test new innovations and modules at no cost has assisted in the evaluation of module usefulness as our company has grown. Some fit perfectly, others not to the scale of our company at the time.
We are yet to fully appreciate the AI-powered automation within Freshdesk but are working within the constraints of our growing customer base to offset the increase in client contact. It has helped bring our customers closer to a resolution for contact by first providing information from within the knowledgebase. Having a large number of non-tech users in our client base AI is offering some learning solutions prior to agent contact.
Being an early adopter, we were able to fully test the product and could see its potential. We were at first looking for greater value and focus on smaller tech. We found that with Freshdesk and have been able to embed its use right through all the channels of our company as we have grown. I really appreciate the effort in getting things right and making simpler interfaces for both agents and users.

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Freshdesk collates all your contact with clients within one portal from all channels. Particularly effective in ticket deflection and support contact through telephone calls. It is well set up to isolate departments to focus on their own tickets/chats and provide specific solutions, but also is quite simple to share an issue between all departments. Great array of SAAS integrations to bring connectivity amongst providers.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Not Rated
Expert directory
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Not Rated
Social integration
Not Rated
Email support
Help Desk CRM integration