Frehdesk as a backbone for customer success
July 28, 2022

Frehdesk as a backbone for customer success

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

Software Version


Overall Satisfaction with Freshdesk

We manage all the incidents and issues with the end users of our product through Freshdesk. We also coordinate some internal requests like field services and parts approvals through Freshdesk. We are currently creating a knowledge base and user guide using the tool. We are taking advantage of their Omni channel solutions to address user's requests.
  • Whatsapp for business integration
  • Messaging
  • Forums
  • Knowledgebase
  • Call center integration with the overall solution
  • Help documentation available.
  • Lack of customization on levels of access for customers
  • Faster resolution times
  • More clarity on product issues, improving development cycles
  • Less cost to serve
  • Improved team happiness
Freshdesk can be time-consuming since you have to dig quite a bit to find answers within the system. Overall, I believe the solution would benefit from better documentation.
Freshdesk has helped to improve the way we serve our customers. Our end users usually don’t have access to email or a web browser, so for us, it was imperative to add WhatsApp as a communication channel. Freshdesk allowed us to integrate WhatsApp practically out of the box, without any major effort. That way the change didn’t impact the end user and our response times and issue-solving abilities were improved a lot.
Salesforce Service Cloud required a longer deployment time for us. It also required adding different modules to achieve the same level of integration between channels and tools. HubSpot Service Hub allowed us to do something similar to what we currently have in Freshdesk, with quick implementation, but again needed some external integrations to include all the channels we are using. The cost also ramped up fairly quickly. Zendesk Support Suite was the most similar solution to Freshdesk but a little more expensive, and the Whatsapp integration was a little behind the Freshdesk's.

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Freshdesk is quite suitable for email support. Their Omni channel solution is very competent, even with some needed areas of improvement. It’s a bit lacking in B2B scenarios where you might need different levels of access for your customer roles. Also, there’s a lot of room for improvement in their documentation. Even when the basic implementation is quite straightforward, the learning curve gets steep once you start implementing more advanced features. It can get confusing when using multiple channels.

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
Not Rated