Freshdesk works for large teams. Small teams need not apply.
Updated November 20, 2024

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

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

Software Version

Estate

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.

Pros

  • Easy to create tickets quickly.
  • Easy to create articles quickly.
  • Has API integration with pretty much anything.
  • Lots of analytic options.

Cons

  • 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?

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?

No

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

Freshdesk Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
7
Expert directory
Not Rated
Ticket creation and submission
9
Ticket response
9
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.3
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
9

Using Freshdesk

2 - solutions, technical support, admin
1 - computer basics, web dev, tech support
  • knowledge base
  • none
  • same as always
Other than the KB, not useful.

Evaluating Freshdesk and Competitors

Freshdesk Implementation

Freshdesk Training

  • No Training
No, had to look up details in poorly contrived help site.

Configuring Freshdesk

No idea.
No - we have not done any customization to the interface
Some - we have added small pieces of custom code - confusing, but figured it out.

Freshdesk Support

Not very responsive to issues that plague the platform's article editor.
ProsCons
Kept well informed
Support cares about my success
Slow Resolution
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
No. Not worth it.
Yes - Article editor has issues with <span> tag random insertion.
Yes, when we needed to investigate the Freshchat subscription.

Using Freshdesk

The UI is a confusing mess, but search works well.
ProsCons
Technical support not required
Do not like to use
Unnecessarily complex
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Lots to learn
  • creating articles
  • everything else.

Freshdesk Reliability

The site is up most of the time.
It works most of the time.
quick loading UI.

Integrating Freshdesk

Relationship with Freshworks Inc

Upgrading Freshdesk

Comments

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