A comprehensive review of Freshdesk with its impact.
August 24, 2024

A comprehensive review of Freshdesk with its impact.

Namandeep Bhatia | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Garden

Overall Satisfaction with Freshdesk

At Pickright, we use Freshdesk as our primary customer support and ticketing system. This helps us respond to queries more efficiently, and automated replies are also helpful to some extent.

Pros

  • Collaboration of multiple teams possible.
  • Can create Self-learning, knowledge-based articles for customers, which helps in self-service.
  • Comprehensive reporting and analytics.

Cons

  • Mobile app lacks full functionality.
  • Automation is only possible to limited extent.
  • Yearly licence is bit costly.
  • It helped us in increasing overall brand reputation by faster resolution time.
  • It is cost-effective, but only if you can use automation well. It can help remove the first layer of human support.
  • Initial setup is time taking.
Implementation was not easy; it required expertise and time.
Yes, of course it helped.
Zendesk has fewer features but is cost-effective. Zoho CRM is competitive with Freshdesk.

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?

No

- Managing High Volumes of Customer Inquiries Across Multiple Channels. - Where multiple teams are required to resolve a complex ticket.

Freshdesk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
9
Expert directory
6
Ticket creation and submission
9
Ticket response
8
Self Help Community
7.5
External knowledge base
7
Internal knowledge base
8
Multi-Channel Help
8.0
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Comments

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