Freshdesk Review From a Seasoned User | TrustRadius

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

I use Freshdesk to manage seven customer service email inboxes and tickets from our knowledge base, which is also worked on by Freshdesk. We used to have the emails forwarded to a single person, which would turn into a single point of failure if they were out sick or had PTO. The Customer Success team used to have dozens of google docs they would share so the knowledge base articles have streamlined that as well.

Pros and Cons

Pros

Ticket agent assignment
Rule building to auto close tickets
Knowledge base has never been “down”
Creates ticket history by user which is helpful with frequent flyers

Cons

Reporting, building custom reporting with customizable time frames isn't intuitive- I've been using FD for 4 years and I still struggle

Return on Investment

Overall, positive ROI

Implementation Rating

6

I felt like I was on my own for implementation, but that was also 4 years ago so hopefully things are better now.

Customer Satisfaction

Freshdesk has not increased customer retention.

Alternatives Considered

Zendesk Suite and Intercom

Key Insights

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

No

Did Freshdesk live up to sales and marketing promises?

No

Did implementation of Freshdesk go as expected?

No

Would you buy Freshdesk again?

Yes

Likelihood to Recommend

My experience with Freshdesk is that of two agents handling 100k tickets annually for a 75-person company. It does great with that.

Freshdesk Feature Ratings

Comments

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