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Freshdesk - Fantastic Features
Updated January 11, 2023

Freshdesk - Fantastic Features

Kamna Karamchandani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

We use Freshdesk as both a customer support desk and a sales CRM for a team of 20. We used to use Zendesk and Zoho Desk from 2015 to 2017 and moved to Freshdesk in 2017. The product is great. We are an ecommerce store in India that sells high-end headphones to a passionate growing audiophile community. Freshdesk has strong automation features and a simple and comfortable UI for our use case.
  • Automation workflows
  • Help center with portal articles and new ticket submission form
  • Views and groups to manage productivity better
  • Webhook and Zapier integration
  • Automations on new ticket creation does not support webhooks
  • Instagram DMs integration not available
  • Shopify integration does not sync customer metafield data
  • Improved CSAT and NPR scores of the sales and support team
  • Positive ROI, especially if you pay annually, and better for cashflow
  • Improved visibility on ticket reporting thanks to their open APIs
It's quite easy to set up and use Freshdesk. We moved from Zoho Desk and it took us about 15 days to move and set up. The support was very good and throughout we felt like we made the right choice. Highly recommended for small businesses.
Freshdesk has greatly improved the customer support experience at Headphone Zone. We don't believe we could be in better hands.
Freshdesk is the middle of Zendesk and Zoho Desk when it comes to pricing. For us the biggest reason to switch from Zoho Desk to Freshdesk is because we wanted to consolidate our sales and support team into just one helpdesk software and we really liked the help center and automations features.

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

Freshdesk is well suited for our business use case. Rather than finding missing features and having to make do with the product, we have been faced with the opportunity to improve our customer service experience by discovering and using their features. In particular, the automation workflows and scenario automations have helped our business a lot by saving time and improving productivity.

Freshdesk Feature Ratings

Incident and problem management
8.8
Organize and prioritize service tickets
8
Expert directory
8
Ticket creation and submission
10
Ticket response
9
Self Help Community
7.5
External knowledge base
9
Internal knowledge base
6
Multi-Channel Help
7.7
Customer portal
10
IVR
Not Rated
Social integration
4
Email support
9
Help Desk CRM integration
Not Rated

Using Freshdesk

15 - Customer facing roles as well as Sales as we use Freshdesk as our CRM too
15 - Excellent customer support. Great email communication. Prompt and helpful responses.
  • Customer support
  • Inbound sales / leads
  • Feedback
  • We use it as a CRM instead of using Freshsales
We love the product and are really satisfied. Having used Zoho and Zendesk in the past we are most happy with Freshdesk and would recommend it highly to other small and medium businesses.