Freshdesk is a game changer!
August 01, 2022

Freshdesk is a game changer!

Maria Leyland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Before Freshdesk, our customer service teams were handling enquiries from emails to multiple inboxes and Whatsapp. This meant that queries occasionally were mishandled, or there were miscommunications and missed messages between departments. Using Freshdesk not only unites all our communication into one channel, but it is easy to see conversation history with customers, as well as reporting and making it easier to liaise between departments. The chat feature has also proven to be very helpful for one of our departments, as it has reduced the number off calls we receive thanks to the bots, and the ability to handle multiple queries at one.
  • Reporting
  • Ease of use
  • Customer service and fault reporting
  • Easy to configure automations and chat bots
  • Have to go to settings to get support
  • Chat customizability is limited
  • Sometimes the tickets aren't shown in order of most recent replies
  • Streamlined processes
  • Reduced manual repetitive tasks
  • Less confusion between departments
The basic implementation was almost instant, and once we were set up, Freshdesk offered a bespoke (free) service to ensure we were getting the most out of our system. No question was too big or too silly, and help has always been quick and easy to obtain. When I struggled with the email integration, they shared articles with me and helped me through it step by step.
Freshdesk has certainly helped with customer satisfaction, as queries are handled by the right team, quickly and efficiently, with no overlap or miscommunication. The workload is more transparent, meaning that it is clear who is handling which tickets, and therefore the queries are handled faster than previously. the chat feature enables us to handle multiple enquiries at once, meaning that customer issues are resolved more quickly than they were over the phone.

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Freshdesk has drastically improved our processes and procedures in our customer service team. We have gone from having long, manual processes across multiple systems to automatic replies, canned responses, and automation. Having the chat bots answer our FAQs has also helped, meaning our operatives are able to invest more time helping with complex queries.

Freshdesk Feature Ratings

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