We like it. Easy to use, simple yet full of useful functionality. Would recommend 10/10.
January 14, 2023

We like it. Easy to use, simple yet full of useful functionality. Would recommend 10/10.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.

Pros

  • organize all support requests
  • autmation in handling certain tickets
  • canned repsonses and default texts

Cons

  • They could improve the algorithm that picks out the name of the person asking the question from his/her email address and/or email footer. We all know that 'info' is no ones name and starting a reply with 'Hi Info' is a bit dumb. Freshdesk still does this but I am sure they will improve upon this.
  • You can't configure what the the notifications counter in the mobile app means. It would be nice if you could set that to the number op open requests instead of number of things that 'happened' in the stream after you reset it to zero the last time.
  • But I am nitpicking here. Overall they do a great job.
  • Freshdesk has improved the quality of our customer support significantly.
  • Building more trust with our users.
  • And building a better brand experience.
  • Resulting in better conversion and lower churn
There are some parts that could be improved upon but overall it's very good.
Our user can ask us question through Facebook and Twitter and these channels are integrated seemingly into the main channel being email. It works like a charm.

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?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

It is well suited in the context of an independent small saas company, which is our case. It's flexible, versatile, and easy to use. Things are not overcomplicated and easy to set up and use. It's simple but there is a lot of useful functionality in there. I have no experience with in any other context so I can't comment on in which scenarios it isn't well suited.

Freshdesk Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Ticket creation and submission
8
Ticket response
10
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
10
Email support
10
Help Desk CRM integration
Not Rated

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