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Good ticketing software with great support
August 05, 2022

Good ticketing software with great support

Jack Bradford | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

Having previously tried Hiver and Drag for a shared inbox (with Gmail), we moved to Freshdesk as an alternative to manage emails in a shared inbox. We soon realized that the additional features available on a ticketing system suited our use cases much better, and we now use it to manage multiple support channels, including email, social media messages and phone.
  • Collaborative Inbox
  • Automations
  • Helpdesk system
  • Search functionality
  • Spam filter
  • Faster average response times
It took some time to understand the features and work out what groups, types, and statuses to set up to match our processes, but the documentation was generally good and the response times from support were very good. We had some initial teething issues with email accounts and Facebook integration, but these were resolved with help from support.
We are using the individual Freshdesk and Freshcaller products, not the Omni setup. We've only set up limited information so far on the helpdesk, but we've found that the suggested articles don't always bear a strong correlation to the one being viewed. It would be helpful to set these manually, although this isn't possible, so the requirement for the AI to be good is higher, given that it's the only way that suggested / related articles are listed.
The plan levels and pricing were appropriate for our requirements, and the occasional agent feature was especially useful for us. We have a number of part-time staff, and paying for full licenses for each one would make Freshdesk or any alternatives very expensive for us as a small business. The occasional agent feature allows us to pay for just what we use for these staff, which makes it a much better value product for us.

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 an excellent product for managing customer support, it's intuitive and easy to use, works on desktop and mobile, and helps bring multiple support channels together. I use Freshdesk (and Freshcaller) in both of my small businesses. Unfortunately, the mobile apps do not support multiple account login, so I'm only able to manage one business from my phone when I'm traveling (or else I need to carry 2 phones).

Freshdesk Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
Not Rated
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
8.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
7
Email support
9
Help Desk CRM integration
Not Rated

Using Freshdesk

Generally easy to use, with some features requiring improvement - e.g. search and drafts

The spam filter isn't great, we regularly need to manually tag spam emails that have not been caught, but also need to log in to the Gmail account to check the spam folder there for erroneous spam. It would be ideal if the system could use Gmail's spam filter, and bring in emails from the spam account of the Google account into the Freshdesk Spam folder.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Organising Support Queries
  • Drafting emails
  • Searching for words / phrases
Yes - Easy to use, but doesn't support multiple account logins, so I have to carry 2 phones if I want to access both of my business accounts