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Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management
March 31, 2023

Cumbersome Long in the Tooth Tool with Extra Hoops to Jump Through for Account Management

Dave Lievense | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Freshdesk

We use it as a corporate knowledge base for employees where only HR has access to create & edit knowledge base articles. In addition, we have a second instance that is integrated with WordPress to provide an end-user knowledge base and customer support channel. We use the WordPress instance as the SSO source for this second KB.
  • Works well as a tradition top-down KB
  • Provides basic support tools
  • Has an integration with WordPress
  • The TERRIBLE account management structure created by "Freshworks" overhead
  • Seriously the whole Freshdesk/Freshworks structure is AWFUL
  • It creates NUMEROUS headaches for literally zero benefit
  • It's a cumbersome archaic system that due to legacy investment we cannot replace soon.
  • Doesn't integrate well with Google Workspace either.
For legacy users who joined before the whole "Freshworks" roll-up, strategy user management and SSO are a nightmare to configure and get working correctly.
No, I don't believe the hype. There is ZERO "AI" here. Just some boilerplate automation.
Coda is FAR better for managing a knowledge base. Freshdesk hasn't updated its UI in 10+ years. The editing experience is WAY worse than a modern KB tool.

Do you think Freshdesk delivers good value for the price?

No

Are you happy with Freshdesk's feature set?

No

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?

No

Would you buy Freshdesk again?

No

I would recommend EVERYONE to use something different unless you're already invested in the Freshdesk/Freshworks ecosystem. There are better KB tools out there like Coda and better support tools out there like Helpspot. This Frankenstein of a system that has been patched together with little care given to how it is WAY more cumbersome for small business customers combined with a support team that just reads canned responses back to you means everyone is better served going elsewhere.

Freshdesk Feature Ratings

Incident and problem management
1.0
Organize and prioritize service tickets
1
Ticket creation and submission
1
Ticket response
1
Self Help Community
1.0
External knowledge base
1
Internal knowledge base
1
Multi-Channel Help
1.0
Customer portal
Not Rated
Email support
1
Help Desk CRM integration
Not Rated

Freshdesk Support

The outsourced support team doesn't understand actual use cases and just provides canned answers as quickly as possible to "close" the ticket.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, because it shouldn't be necessary for me to pay more to get basic support.
The next time will be the first time they do.