Ticketing Tool That Fulfils Business Needs But Need Support Improvement
July 14, 2022

Ticketing Tool That Fulfils Business Needs But Need Support Improvement

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

Software Version


Overall Satisfaction with Freshdesk

This is the tool that we had integrated into our business since we started a business. This is a free forever tool that every business can use for their help desk portal. This tool is used by lots of companies due to its cheap plans and features. We are also using this help desk tool in our business for a specific category. If you want to provide support on the social media platforms and convert social media messages, and comments as tickets then this will help you to integrate with your social channels easily. We are using another tool Raiseaticket for creating tickets but it has limited to social channels. So hele Freshdesk helped us. As per my experience, their support system is very bad. They don't respond to live chats or tickets on time. Sometimes they ignore your queries and close ticket from their end without any information. Team management is easy and you can add multiple agents here with a free plan also. With a free plan, it is providing the required features that are best for SMEs.
  • Social Media Channel For Creating Tickets
  • Free Plan Forever
  • Multiple Agents Management
  • Easy to use UI with Intuitive Dashboard
  • Knowledgebase Tool
  • Customer Support System
  • Mobile Friendly UI
  • More Features In Mobile App For Admins
  • Reduced our cost on support portal with free plan
  • With multiple agent addition we could resolve our tickets easily
  • Social media integration gave us next level support services
  • Customer satisfaction
  • Brand value increased with on time service
Integration with your software is super easy and no technical knowledge is required. It is providing the best automation technology to support systems for all types of businesses. Small businesses can easily use its free plan with useful features which will improve their service level. As soon as you implement this tool with your business it starts to work immediately and provides productivity at the best level.
Yes completed agreed that Freshdesk has helped us to achieve customer satisfaction. With fast ticket creation, agent assigning, knowledge base tool, social media integration, etc it helped us to resolve customer queries in a proper way. With canned responses, it is easy for agents to reply to customers fast. You can manage tickets from the dashboard. On resolution, you can mark the ticket as closed. Due to Freshdesk we decreased our customer queries and increased sales queries which moved our business to the next level.

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Did Freshdesk live up to sales and marketing promises?


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Would you buy Freshdesk again?


We are satisfied with Freshdesk with its features compared to pricing. We have used premium plan but our business requirement didn't need much more features for which we easily switched to free plan and we are saving our cost. But fully dissatisfied with their support team. On-time support is a dream here. It helped us a lot to resolve our issues raised on social media platforms and we could decrease escalations at the best level. The knowledge base tool helped us to reduce our tickets. With automation, you can easily assign the ticket to the correct department for fast resolution. It allows us to create a contact form that you can implement on your support page to allow customers to create tickets with the category they are facing issues with. With the mobile app, you can access to support portal from anywhere from any device without any issue. But you can't add support bot m, custom domain with the free plan which is a missed feature according to me.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration