Freshdesk for customer support
July 18, 2022

Freshdesk for customer support

Victoria Hoete-Dodd | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

The Freshdesk platform, part of the Freshworks suite, was used for incoming support tickets and emails as well as for sending outgoing emails to customers. Incoming tickets were sorted by priority and we were then assigned to the correct team for processing and responding appropriately. They could also be escalated to senior management if required.
  • Triaging ticket priority
  • Assigning tickets tothe appropriate teams and individuals
  • The ability to save and use Canned responses for frequently asked questions
  • Lots of filtering options to find tickets
  • A lot of the preset filtering options weren't useful however, the custom options you could set were perfect
  • It would be useful to have an option for marking tickets as spam
  • Faster resolution times for customer support queries
  • One omnichannel platform for managing multiple message inputs
While I wasn't involved with the implementation of the product, it seemed to be up and running very swiftly. There were no unexpected delays with setting up Freshdesk.
Being able to receive all incoming emails, support tickets, and Facebook messages in one place was great for ensuring customers were responded to in a timely manner. From the customer feedback survey results, it was clear that this product, combined with good customer service from the team members answering queries, improved customer satisfaction.
I wasn't involved in the decision process as to which was used however, from experience with contacting both companies for help, the Freshdesk support team is 10x better than Agile CRMs

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?


Freshdesk was useful for managing the business's incoming support tickets and emails. If you have multiple teams, e.g. customer support, marketing, management, etc., It is useful to be able to allocate incoming correspondence accordingly. Anytime that support was required from Fresh works, they were very prompt and helpful.

Freshdesk Feature Ratings

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