Tremendous Value-Add in Team Integration.
August 09, 2022

Tremendous Value-Add in Team Integration.

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

Software Version


Overall Satisfaction with Freshdesk

I use Freshdesk to manage several email addresses that our members reach out to us on. Freshdesk organizes the fast-paced email communication from our members so that our departmental teams can quickly turn around their requests. We receive about a couple of thousand emails a month and always have an understanding of what issues are more difficult to solve than others with Freshdesk's analytics. More recently, we have been improving our ticket fields to generate reports for the board on what types of tickets we are receiving.
  • De-clutters the shared ticket flow via individual ticket assignment and feed filters.
  • Provides analytics on every aspect of the Freshdesk experience.
  • Integrates multiple inbound emails into convenient groups for agent assignment.
  • More specialized functions for increased customizability.
  • The customer satisfaction report is buggy and does not always load.
  • Automated ticket assignment has significant room for growth in sophistication.
  • Time efficiency in resolving customer emails.
  • Increased exposure of our customer support to key stakeholders.
  • Increased harmony and productivity amongst departments and agents.
Freshdesk was easy for our team to pick up. While some of our team members were initially resistant to change, very quickly, there was a unanimous consensus that this was superior to our previous practices. All of the initial setup time was a net benefit, as opposed to struggling to figure out how to use the platform.
Freshdesk has increased customer satisfaction through the increased organization of our email communication system. We are now able to resolve items quickly, and we are dropping issues less frequently. They love that all of this occurs behind the scenes and still receive communication on their end through simple email responses. All of the increased satisfaction is from the improvement of our internal processes.

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Freshdesk has introduced at my company a year ago and has dramatically improved the efficiency and organization of our email support to our members. As both an administrator and an individual contributor, I'm easily able to see how all of our departments are performing and how I am personally performing within my departments. It's very helpful to individually assign tickets to agents so that there's a clear understanding of responsibilities for outstanding items. Lastly, it's really great to run analytics on our activity on the platform and to receive customer satisfaction feedback. Both these points have demonstrated that our customers are happy with our support and that we are handling quite a number of tickets per month, which we can proudly present to our Board of Directors. Freshdesk's biggest room for growth is more sophisticated customizability. As an administrator, I occasionally feel constrained by its simplicity when attempting to meet the specific needs of each individual department in my organization.

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