Freshdesk Review
Updated January 11, 2023

Freshdesk Review

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

Software Version


Overall Satisfaction with Freshdesk

Customer support for clients. Support tickets and knowledge base articles.
  • Companies, and contacts within, great structure.
  • Good automation possibilities for notifications and escalations.
  • Nice touch with the knowledge base articles.
  • Creating custom fields is a bit hard to understand. That should be more clear and have the ability to edit existing fields, as one may need per organization.
  • It would be great to have a notification sent to the admin if a new user is joining the portal. This way, I have to manually check to see if there are new users. I would very much appreciate that feature!
  • Faster resolution times to tickets
  • Faster reporting
I like the product's user-friendliness, even though I haven't explored it 100%. I love the capabilities for raising and managing support tickets, the RBAC model for the agents, as well as the customization capabilities and knowledge base section as a final touch. I have especially seen ROI for the time it takes to manage the tickets, communication, and monthly reports. Reporting capabilities have tremendous worth on their own.
I have not used this feature.
It's simpler and great for start ups and small business.

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?


Great for support tickets, customization, and automation policies.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration

Using Freshdesk

10 - Managers, consultants, accounting
2 - Tech-savvy. IT oriented.
  • Tickets organization
  • Reporting
  • Knowledge base articles
  • Time tracking on tickets.
  • Submitting documentation and role segregation
  • Chat support.
  • Omnichannel feature
We use it frequently and are satisfied with its user friendliness and the capabilities.

Evaluating Freshdesk and Competitors

Yes - Native Microsoft Sharepoint's Help desk tool.
  • Price
  • Product Features
  • Product Usability
  • Prior Experience with the Product
Product Features. We needed easier reporting, time tracking, notes taking, being able to merge tickets, having a front end system for the end users to open ticket, etc. Freshdesk accomplished that and much more! It saved a lot of time for our managers and consultants.
Check rating sites as Trust Radius.

Freshdesk Implementation

Change management was a minor issue with the implementation - I was the lead on this and trained all people needing to use the systems. Everyone, regardless if from technical or non-technical backgrounds, found the system easy to use.
  • We had some issues assigning Admin of the platform, but it was solved quickly.

Freshdesk Support

Always fast to answer, concrete and helpful.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
No. Regular support is great.
Wondering how the payments worked, how to bill invoices and got immediate response. They set up a call to explain in detail everything to us and go above and beyond for us as clients.

Using Freshdesk

Extreme improvement to our predecessor tool.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Opening tickets.
  • Creating accounts for customers
  • Customizing fields
  • Reporting
  • Some fields cannot be removed and is difficult to set per-customer fields for the support tickets. We need this feature as we have different support and SLAs for different customers.