FreshDesk was just a perfect fit for us.
July 21, 2023

FreshDesk was just a perfect fit for us.

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

Software Version

Blossom

Overall Satisfaction with Freshdesk

We've expanded the scope of our use for FreshDesk to other departments which now use FD to organize their work, increasing visibility on request statuses and shortening turnaround times for tickets of all priorities. We've integrated FD into pretty much every department now, and we've noticed an increase in productivity as it's simple to use and good at what it does.

Pros

  • Automation
  • Reminder Emails.
  • Message Templates.
  • Canned Answers.
  • UI is simple to use.
  • 3rd-party integration is easy too.

Cons

  • Support follow-up on feature requests.
  • Resolution time on all tasks has improved by over 200%.
It was definitely quick and easy. Set up in a matter of minutes, and we've rarely had an issue in the last four years.
It has, but we don't have the extra stuff like AI.
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.

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

One thing we did with FreshDesk which helped a lot was integrating it with our other services so staff can submit a ticket via a form that collects the information and then our automation takes the information and creates a ticket for them which now includes all the information necessary for the ticket and creates these tickets in a consistent manner. It was very easy to set up and integration and automation are where FD shines for us.

Freshdesk Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.7
Customer portal
9
Email support
10
Help Desk CRM integration
10

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