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