Super product, super easy to setup and customers love it
Updated November 20, 2024

Super product, super easy to setup and customers love it

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

We use it as our support system where customers can raise tickets and feature requests. We also use if for a forum, though that’s seeing very little use. Finally we is it to host all the product documentation such as installation prereqs and instructions, general usage info and how to guides.

Pros

  • Support tickets
  • Documentation

Cons

  • Nothing!
  • Improved customer satisfaction
  • Made maintaining documentation fast and easy
Super fast and easy. The UI is very intuitive and made it easy for all the team to be setup as agents, and some to be admins. You can easily customise the look and feel of the portal by adding a logo and custom wording. We’re very satisfied with how easy it’s been to setup.
We really like the automation options in freshdesk. They allow us to do things like suggest certain support articles when people search for certain terms on the support site, and when people email us with support queries we can auto-reply with suggested solutions. It helps with the support and customers like the instant responses they get.
We didn’t review any other products as freshdesk just worked for us.

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

Microsoft Office 2016 (discontinued)
Great for tech companies to handle support queries. Also really handy for hosting product documentation. Our product is quite complex so we’ve also been adding use case examples to show what customers can use the product for to gain more value. We’ve had very positive feedback on this approach.

Freshdesk Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
9
Expert directory
Not Rated
Ticket creation and submission
8
Ticket response
8
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
8.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
Not Rated

Using Freshdesk

6 - Support, the professional services team and the development team. We all use it to manage and update support tickets and to create and consumec support articles.
We have no dedicated Freshdesk support personnel because the system doesn’t need that level of support.
  • Support tickets
  • Solution articles
  • Support metrics
  • Consultants to have a resource for reference
  • Devs to see what areas cause the most issues
  • Integration with our product to handle support
It’s great!

Evaluating Freshdesk and Competitors

  • Cloud Solutions
  • Ease of Use
We’re a small firm so cost and cloud hosting were two very important factors.
I honestly don’t think we would change our evaluation process.

Freshdesk Implementation

Freshdesk Support

It’s pretty good, they respond quickly and fix most issues.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No, we didn’t need this

Using Freshdesk

Wry easy to use on the whole.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Customising auto responses
  • Modifying ticket categories
  • Applying formatting to solution articles which were copied/pasted from other sources

Comments

More Reviews of Freshdesk

  1. Home
  2. Help Desk Software
  3. Freshdesk Reviews
  4. User Review of Freshdesk