Freshdesk from Freshworks is a great CX tool!
August 26, 2024

Freshdesk from Freshworks is a great CX tool!

Nick Konen | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Forest

Overall Satisfaction with Freshdesk

We used Freshdesk at a previous organization, and it was simple to set up and use. If you are looking for a ticketing tool that does not require a ton of customization, Freshdesk or Freshservice ITSM would be a great option!

Pros

  • Ticketing
  • Communication
  • Workflows
  • Conversational AI.
  • Chat
  • Live Chat.

Cons

  • Customization but not the goal.
  • Time to go live is fast.
  • Support is great!
  • Implementation PM was very knowledgeable.
  • Go with Flycast if customization is needed.
They have a proven track record of success on each implementation.
Freshworks/ Freshdesk is a great omni-channel tool.
Freshworks host a suite of products all on their Freshworks NEO platform.

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 intuitive and easy to use for anyone who needs to set up a ticketing system or manage requests, questions, or incidents. If you are considering a new help desk system, I would check out the Freshworks option for what you need.

Freshdesk Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
9
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.8
Customer portal
9
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

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