Freshdesk, a great omnichannel suite
July 22, 2022

Freshdesk, a great omnichannel suite

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

Software Version

Other

Overall Satisfaction with Freshdesk

Freshdesk has great automations and amazing reporting for all areas. We have an omnichannel account so it's useful to see a full view of the customer journey. Integrations are great but certain apps needed need to be developed internally.

Pros

  • Automations
  • Reporting
  • Easy onboarding
  • Great UI

Cons

  • Apps
  • Integrations
  • Automations to reduce contacts.
  • Automations to remove spam from queue.
  • Auto replies on tickets based off keywords.
I've used Freshdesk for almost a decade and I've never had an issue. Account managers are great and their support team is knowledgeable when I need assistance.
We have an omnichannel account and using the live chat tool is great. We set up WhatsApp and Facebook and most socials which decreased the need for customers to call in.
Cheaper, easier to use, and more modern.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Setting up automations to route tickets to specific queues based off keywords from the tickets.

Freshdesk Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
10
IVR
Not Rated
Social integration
8
Email support
10
Help Desk CRM integration
8

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