A fresh look at Freshdesk
Updated January 10, 2023

A fresh look at Freshdesk

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Free

Overall Satisfaction with Freshdesk

We use Freshdesk to manage support tickets from our customers. We also use Freshdesk to provide answers to frequently asked questions and to access longer how-to articles on various topics about using BoardSpace. Freshdesk is embedded in our application, enabling users to request support as they encounter any issues with our software. Automatic responses from Freshdesk reassure our customers that their request has been received. Ticket request notifications are integrated with Slack to ensure that my team receives them even when away from their desks or on weekends.

Pros

  • Super easy to organize solutions to customer queries
  • Organizes incoming support questions
  • Auto-responses to incoming queries
  • Automates answers to certain questions
  • Organizes assignment of tickets to agents

Cons

  • Freshdesk provides updates on new features to users but fails to make it clear as to what tier gives users access. I know that upselling is a technique but it makes it frustrating to learn about something new but not be able to use it.
  • My customers get confused between my application and Freshdesk. I would like to be able to add some custom text at the top of my support page to explain to users the difference.
  • Excellent ROI
  • We never miss customer tickets, ensuring happy customers.
  • We have a history of type of complaints.
It's been several years since we implemented Freshdesk for our customers. The implementation was smooth and I don't remember there being any issues.
I'm not using the AI powered automations.
Freshdesk does everything that Zendesk did for less cost.

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

The free tier is awesome and very useful for startup companies in the tech space.

Freshdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
Email support
10
Help Desk CRM integration
10

Using Freshdesk

2 - CEO and Full Stack Developer
2 - No specific skills are required to understand how to use Freshdesk. It is easy to figure out and use. Using it effectively requires a bit more effort as rules, auto responses can be set up to increase agent efficiency.
  • Responding to customer questions
  • Keeping track of customers questions
  • Monitoring agents response time
  • Monitoring type of questions being asked by customers
  • Allows for analysis of most common support issues.
  • Realized that the most common problem is logging in, so we created an easier system for logging in.
  • Allows support staff to be located anywhere in the world.
  • Created training modules for customers based on customer tickets.
  • Implement AI to facilitate tickets
I've continued to use Freshdesk for many years. It gets the job done, why would I change?

Evaluating Freshdesk and Competitors

Yes - We had previously been using Zendesk. Both are similar products with similar functionality. For us, Freshdesk was the better option as it offered a free version and it integrates with Freshsales CRM.
  • Price
  • Product Features
  • Product Usability
For the price - free - there is not a better product.

Freshdesk Implementation

Freshdesk Training

  • No Training
Yes, I don't see the need for any special training.

Freshdesk Support

Had a very difficult situation with Freshdesk when thousands of spam tickets were created. This same situation affected hundreds of their customers. It was obviously difficult for them to address all the problems at once, but they did and did so in a timely manner.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Support cares about my success
None
No. I don't think it is necessary. I don't have very many issues that would require premium support.
I've only ever had the one big issue and that was when hundreds of spam tickets arrived. I'm sure their tech people were overwhelmed, but I had a solution in place in a few days.

Using Freshdesk

Overall usability is great. It's easy to keep track of what we're doing. It is great to have emails chained in chronological order so that confusion is minimized.

My favourite part is the Solutions section where content can be provided to answer questions.
ProsCons
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Familiar
Not well integrated
Feel nervous using
  • Closing tickets without notifying users.
  • Transferring tickets to technical support
  • Triaging tickets
  • Setting up FAQ section for customers to use in finding info for themselves.
  • In-app ticket
  • Some customers get confused and think Freshdesk is our web application.
  • Limited customization that would allow for additional explaination.
Yes - The mobile version is a simplified version of the desktop. On my phone I don't need to access more complete pages like reports or Dashboard.

It includes what I need to have to respond to a ticket. For more than that I login to the desktop version.

Freshdesk Reliability

I have never had an outage in the years I've been using it.
Always fast when I need it.

Comments

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