Good Ticketing Platform with Certain Limitations.
August 09, 2022

Good Ticketing Platform with Certain Limitations.

Jared Lerner | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

We use Freshdesk's ticketing system to field all external inquiries from our customers, which range from general questions all the way to product-specific and API-related items. Our Support, Product, and Client Management teams are all on the platform, and there is a lot of cross-team interaction there. In addition to the ticketing system, we also use Freshdesk's Help Center, CRM, and Reporting tools.
  • There is a good amount of functionality available compared to other platforms.
  • Pricing is competitive for the amount of features that you get.
  • Support is 24/5 and you can contact them via Phone or Email.
  • API Documentation is a bit stale/unclear, and that delayed our ticket migration by several months.
  • Bug reports and feature requests don't seem to get implemented or fixed very quickly, if ever. The platform isn't rife with bugs, but there are definitely some that should be addressed.
  • Their Support Team lacks access to any client data, and they have to ask us to add them manually to our account because of that (the first time I have ever seen this). We can't do that because we use SSO, so we often have to send them screenshots and video grabs, which slows down the Support process considerably.
  • They can't host files or videos on their Help Center, which means you need to have those hosted on your own server.
  • Better and more granular reporting tools.
  • Slightly faster resolution times.
Our ticket migration from Help Scout was a bit of a mess. The FD docs were a bit stale and vague in certain parts, and it took a considerably long time to import 90,000 tickets via their API (more than a week). They did offer to have their Engineering Team do this for us, but that required us to send them everything in CSV format, which seemed a bit odd. JSON is the standard format for this, and CSV simply has too many limitations to convert to. Overall it took us months to get everything sorted the way we wanted it to be because we had to backtrack and fix things after the fact.
Overall customer satisfaction has been about the same since we moved to Freshdesk. With Help Scout we were able to have our Satisfaction Survey linked in every email and we can't do that on FD, so we send external emails once tickets are resolved and that's fine. I will say that their Freddy AI product has been a bit disappointing when it was touted as something that would significantly decrease our agent handling times. The Help Center article suggestions that it makes are sometimes not even in the same ballpark as the issue at hand.
The product that Freshdesk compares to the most on this list is Zendesk, which was considerably more expensive and was missing a server integration that we required. It did have a lot of great features, though, and its Support and Account Managers are located in the U.S. (vs. India), so if that matters for you, it might be worth a look. Intercom is catered mostly to Chat as a Support Channel and doesn't offer that, and it was also a lot more expensive than Freshdesk. Jira is ok, but we wanted something that was geared more towards Support and less towards Developers.

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We moved to Freshdesk from Help Scout because we simply outgrew the latter, and FD definitely offers a lot more functionality overall. From a general point of view, the platform should be good for most company sizes and offer enough useful features, and on top of that, it is noticeably cheaper than competitors like Zendesk and Intercom. I rated it a six because while the platform is good, the Product Team is slow to fix and act on bugs and feature requests, and we've also run into issues with significant email delays. We use Freshdesk's Microsoft 365 integration, but we've noticed that they have trouble supporting it when something goes wrong. It also took us a while to migrate from Help Scout because of FD's old API documentation, which could use a refresh and also some more clarification on certain items. The 24/5 Support line is helpful, but since their team can't access our data (or anyone's for that matter), it significantly increases the back and forth needed on many tickets. The company should really let their Support Teams access client data automatically as this is a standard Customer Service practice.

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