Has improved customer satisfaction significantly and can be used anywhere.
August 09, 2022

Has improved customer satisfaction significantly and can be used anywhere.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Freshdesk is used to manage our customer service and sales channels. Freshdesk solved the problem of having a single access point to our shared emails (tickets), plus also being on a cloud-based system which gave us the flexibility to work from anywhere. Even more important in this day and age with a growing trend of working from home. Freshdesk also gives us great analytics and insights, which helps us shape how and when to work.
  • Cloud based system.
  • Ease of use.
  • Analytics and insights.
  • Cost effective.
  • More analytics. It would be really helpful if I could get the geolocations of all our customers, which would help us with our marketing strategy.
  • Spam prevention. I seem to be getting a lot of junk and spam emails. Can these automated blocks be more robust?
  • Customer response time has improved.
  • The ability to see past emails and conversations easily has improved business productivity.
  • The ability to see which staff members are lacking compared to others and therefore has helped us to train them up to expected levels.
I wasn't the person who implemented the system however, I do recall the guy who did and said that it was very straightforward and did not need a tech-savvy IT guy to help. The only difficult thing was getting the staff familiar with the system so we could carry on as we were.
Freshdesk has definitely helped us increase customer satisfaction. The ability to respond quickly and easily means customers are happier. However, we do not use the full suite of Freshdesk, so hard for me to comment on all functionalities, but the email and chat functions I use are perfect for what we need. Having them fed into the same platform makes everyone's lives easier.
Before Freshdesk, we used to just use Microsoft Outlook, which, as you know, has no functionality to it at all. So don't have much experience or comparisons to other platforms similar to Freshdesk.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?


It's easy for me to scale up and down our number of users. We are a very seasonal business, so there are times of the year when we are not so busy, and therefore the number of users can be reduced, which in turn reduces our costs when income revenue is low. Being a cloud-based system gives us flexibility in where we can work. During covid19, it was very easy for us to keep adapting and carry on using this platform.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
Ticket creation and submission
Ticket response
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
Social integration
Email support
Help Desk CRM integration
Not Rated