Freshdesk is fresh and tasty.
September 06, 2022

Freshdesk is fresh and tasty.

Jeffrey Katz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Freshdesk

I am a newer user to Freshdesk, but this allows the active tracking and follow up of our clients needs and noting for fellow team members. This is far superior to the previous system I used at my last job.

Pros

  • Ability to create templates
  • Tagging and alerting other team members
  • Categorization and customization of issues for trending and tracking

Cons

  • The inability to remove unused picklists
  • Issue tracking
  • Reduced response time
  • Continuity between agents
It was already set up when I began utilizing the system.

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?

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?

Yes

Being new to Freshdesk, I was able to get up and running quickly. This was important as there was already so much new information coming at me in a new position, one less worry was appreciated. It is intuitive as a user and I can see how the ability to customize the layout from a design standpoint allows the product to grow with us as our needs change.

Freshdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated

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