Freshdesk, our ultimate helpdesk solution for streamlined support
April 09, 2023

Freshdesk, our ultimate helpdesk solution for streamlined support

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

Software Version

Free

Overall Satisfaction with Freshdesk

Freshdesk allows our organisation to maintain contact with our partners, artists and the like in a structured and streamlined way. With its modern layout and user-friendly interface, it is not difficult to guide colleagues through the software, in addition to the fact that we can set our own security standards in the software as well as make front-end changes according to our preferences.

Pros

  • Adjusting to own preference, layout and security
  • Support from the company itself, fast and personal
  • Core features of the software

Cons

  • Finding back some settings, sometimes a lot of searching
  • Faster answering of questions and response to incidents
  • Better overview of open cases
  • Improvement in communication between different departments
With front end and back end both functioning well, it is easy for our organisation to handle problems and tickets internally in a fast manner so that the external party is provided with an appropriate solution as soon as possible, and our response time improves as well as productivity and speed.
Our organisatiaon does not currently use Omnichannel.
Compared to the above alternatives, Freshdesk has proven to be easier for our organisation to use for both our colleagues and external parties. The fast and personalised support also rose above the other alternatives.

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

Freshdesk is very useful in our communication with artists and other partners. The options to create your own categories and assign tickets to different colleagues make it easy to always trace our direct communication back to Freshdesk's helpdesk system from different forms of communication. The same also applies when an artist sends an e-mail and a ticket is created from this.

Freshdesk Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
9
Ticket creation and submission
10
Ticket response
8
Self Help Community
8.5
External knowledge base
9
Internal knowledge base
8
Multi-Channel Help
8.7
Customer portal
9
Email support
9
Help Desk CRM integration
8

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