Needs a lot of Improvements
April 26, 2025

Needs a lot of Improvements

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Blossom

Overall Satisfaction with Freshdesk

We use Freshdesk for ticketing support system with integration with Jira.

Pros

  • canned messages
  • email notification

Cons

  • Jira and Atlassian intergration
  • custom fields of issue types and statuses
as long as you cannot customized fields and it's had to define rules and automation it's not gonna be productive that much

Do you think Freshdesk delivers good value for the price?

Not sure

Are you happy with Freshdesk's feature set?

No

Did Freshdesk live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

No

Would you buy Freshdesk again?

No

Need the customized fields

Freshdesk Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
6
Ticket creation and submission
8
Ticket response
7
Self Help Community
3.0
External knowledge base
3
Internal knowledge base
3
Multi-Channel Help
5.3
Customer portal
6
Social integration
3
Email support
7
Help Desk CRM integration
5

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