An amazing omni-channel customer servicing platform
July 21, 2022

An amazing omni-channel customer servicing platform

Arpit Dave | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk is an amazing ticketing-based support system that integrates multiple channels including email, chat, and WhatsApp customer portal, and enables a seamless customer experience. The omnichannel Freshdesk platform enables tracking of tickets and effective communication with ticket requesters on the go. The in-built chat system fetches important details like Order#, Delivery Date, and Refund details from an e-commerce business easily eventually lead to customer satisfaction. One of the best things about Freshdesk is its easy-to-use configuration and operation that any business user can learn and implement with no prior experience in technology.
  • Convert conversations into tickets and effectively communicate with ticket requester.
  • Define SLA and ticket types to easily manage and assign different types of tickets.
  • Share screen and resolve issues in real-time.
  • Configure automation flows to notify and update the ticket requester/agent about the status.
  • It needs to grow out of niche solution to an enterprise solution.
  • There is a field mapping limitation between Freshsales & Freshdesk that needs to be rectified.
  • It should have capability to integrate with enterprise tools like Sharepoint, Power BI, etc.
  • Enhance customer experience
  • Reduce manual efforts
  • Increase transparency in business
Freshdesk is comprehensive as well as a robust customer servicing software that customer support and increases information sharing with ease of use on this platform. Its capability and offering including ticket assignments, creating automation flows, defining SLAs, Cross-channel support, and real-time communication with screen sharing makes it one of the best solutions in this landscape.
Freshdesk has helped businesses to retain and serve their customers on the omnichannel desired platforms and achieve their business goals easily. I do not think that the AI-powered capabilities have been much more effective with Freshdesk like Freshworks CRM. However, omnichannel support makes it a leader in this customer servicing domain.
Freshdesk stands much ahead with a lot of modern features that make it a comprehensive solution for businesses that do not have IT standards but are high on volume and want to resolve their customer queries at a quick pace and achieve a capability to serve an increasing customer base across the globe.

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?


Did implementation of Freshdesk go as expected?


Would you buy Freshdesk again?


It is best suited in a B2C business environment where there is a good volume of customer grievances or queries related to your business. One of the most suited business types for Freshdesk is an e-commerce business. Its capability to stand as an umbrella solution with a suite of Freshworks products makes a win-win situation for business.

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