Time to value experience
Updated August 05, 2022

Time to value experience

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

Software Version


Overall Satisfaction with Freshdesk

Every user problem is unique. We use automations to close tickets or assign them and some solutions can be made to prevent repeating tasks. Other than that, not much automation is done.
  • Visualization of the open tickets.
  • Customization.
  • They keep developing and adding things to the platform.
  • They should notify users when new features are available.
  • When forwarding a conversation, only the original request is added. The whole conversation should be added or we should be able to choose this.
  • Forwarding only includes original message.
  • Update us when new features are available.
  • When an out-of-office message is sent automatically from a customer, and we set the status to "waiting on customer" the status still shows "customer responded." That is annoying.
  • Faster resolution times.
  • Accelerated time to value.
  • A good overview for new workers.
We are very well adapted at using fresh. A lot of options are available and information can be stored.
In a certain way Fresh has helped us with the satisfaction of customers. We have the fresdesk as a knowledge database (internal solutions, articles, canned responses) but it's a useful platform to re-use answers or find similar user problems. As each ticket can be assigned to an agent, group, etc... we have a clear overview of what is happening.
At this very moment we only use freshdesk as this fits our needs. We will reconsider this if necessary.

Retool is used to make online checklists of configured servers.

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?


Would you buy Freshdesk again?


Freshdesk could work in parallel with FAQ questions. Including FAQ's as solutions and etc. For work environments where unique problems occur, this is less useable.

Freshdesk Feature Ratings

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