Perfect for startups that need to balance automation with human-to-human contact
Updated August 05, 2022

Perfect for startups that need to balance automation with human-to-human contact

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

Software Version


Overall Satisfaction with Freshdesk

We use Freshdesk to manage support inquiries from our users via email, in-app messaging, and Facebook. We also use it to reach out to some of our users via outbound email. Our support inquiries usually include how to use our product, how to use our app, managing the user's account, payments, and other inquiries that need monitoring.
  • Ease of use
  • Automations
  • Reports and analytics
  • Customer service
  • Improving the AI
  • Faster response times
  • Faster resolution times
  • Excellent customer effort survey ratings
Freshdesk was very easy to set up on our own. Whenever we needed help with it, their customer support team was always quick to respond with the right answers all the time.
With the help of ticketing automation, we were able to delegate our redundant ticketing tasks to Freshdesk and focus on our customers. We have a consistently excellent customer effort survey rating.
We initially used HubSpot Service Hub but found it extremely lacking and only appropriate for small businesses. Freshdesk was able to help us manage our tickets prioritization and execute automation that addressed redundant tasks.

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?


We would recommend Freshdesk for small to medium startups as it's very easy to use and isn't as complex as other ticketing platforms. Freshdesk still needs to improve its AI capabilities, particularly how smart its AI is in addressing inquiries on its own.

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
Not Rated
Social integration
Email support
Help Desk CRM integration
Not Rated