Freshdesk works for large teams. Small teams need not apply.
January 14, 2023

Freshdesk works for large teams. Small teams need not apply.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

Used as a ticketing system and knowledge base. It allows us to handle issue tracking and create articles used for external support and in our apps.
  • Easy to create tickets quickly.
  • Easy to create articles quickly.
  • Has API integration with pretty much anything.
  • Lots of analytic options.
  • The article editor HTML coding is bad. It adds SPAN tags and other odd formatting randomly.
  • It creates too many separate tickets for one ongoing issue.
  • The support concerning custom coding is limited and the answers given by techs are frustrating.
  • Their own knowledge base is a train wreck when it comes to finding current info.
  • Article category/folders are limited.
  • Not sure. I waste a lot of time reformatting articles in raw HTML.
The time I spend on reformatting articles due to SPAN tag injections and other HTML issues is enormous. You can't copy/paste without breaking the formatting.
Yes, I think in general the knowledge base and ticket system work for external users.
The decision was made before my time. I want to move to another platform ASAP.

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?


Works for large teams, not small ones. Not good for knowledge base use in general.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
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