Freshdesk user experience
January 14, 2023

Freshdesk user experience

Alessandro Lo Piccolo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an average of 1400 cases/request weekly, the storage and filing of this ship specific request via freshdesk was very easy and simple.
  • able to customise the platform to your own needs
  • customer support is excellent
  • you can build your own app or use existing once's in the store app.
  • mobile supports
  • reduction of duplicates email ( storage overall)
  • speed of response as you can create a list of scenarios
  • creation of a knowledge base for your own stuff or public.
  • automation, certain emails are automatically replied and closed based on a particulars unique key words.
  • positive as we avoid to spend over a million pound in developing our inhouse software.
the automations, the canvas response and the solution via knowledge centre allows the users to speed their response.
the Ai will take a while to learn how to response, around 6 months "freddi Ai" start to provide suggested input based on the type of tickets received.
none, freshdesk has been the first platform following a tendering/consultation process, worth mention that certain company are not even interested if your organisation is small or medium size.

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?


Would you buy Freshdesk again?


Freshdesk has worked very well for our organization, we are enow able to distrubute cases evenly among the stuff members and assign to certain group with particular expertise. the search is simple and quick.

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