Freshdesk being a better product for us.
Updated December 05, 2025

Freshdesk being a better product for us.

Abhishek Mestry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

Hey, The product is absolutely marvelous for all the use cases we have. The ticketing tool is as best as what we can afford and look for the technology and solution. Majorly this has helped to track the SLA time of responding and resolving the issue of our end users along with their productivity.

Pros

  • Ticket SLA tracking
  • Productivity of agents
  • Marketplace integrations
  • Feasibility of reports customization

Cons

  • Freshdesk to include the Calling solution.
  • Freshdesk to also work for a better UI experience.
  • Freshdesk to give more better view of the tickets handled in multiple groups.
  • Positive impact - Definitely the cost part have benefited
  • Productive agent were identified
  • Improve in our response and resolution time by tracking the SLA
  • No Negative impact found
We use multiple integration with Freshdesk it can be other tools, marketplace, custom integration and so on. The configuration task is so easy and effective and time saving that we can do this within 24hrs and so. Easy implementation help us in offering to check on other tools capability with the product and further use them with more proficient way.
Yes, Where world is moving to AI driven solution. The AI-powered automation had helped us really well in our requirement to achieve our targets and increase customer experience. This has help our agents as well to strength the communication skills and by using the technology they have been more productive and efficient to handle the queries on Freshdesk.
Freshdesk is way beyond these tool. The solution and technology provided is more more step ahead with the shared product.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

The Freshdesk tool is well worse with the solution that required for any ticketing tool. Managing agent productivity and concurrency was the major task for us which Freshdesk help us to do. The less appropriate scenario is the ticket handling visibility when it had travelled from one group to another. We are unable to track the particular SLA of the ticket handled by an agent as it gives you the overall ticket experience and data.

Freshdesk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
Internal knowledge base
10
Multi-Channel Help
9.0
Customer portal
10
Social integration
9
Email support
8

Using Freshdesk

5000 - We are one of the 1st Ecommerce company in Beauty products. We are also one of the company who introduce beauty products only.
120 - TEAM LEAD - Lead team Supervisor - Supervise on the RTM and help users on the product. Agents - Works for the customers helping them with the issue handling on FD Manager - Leads Team, Supervisor and other agents. Sr. Manager - Looks after the operation and other management team. Assistant director - These is were we have an eye on the commercials and other app. Director - Looks for the upgrade and new feasibility.
  • Ticketing to track the customer cases.
  • SLA tracking for all type of scenario
  • Productivity tracking
  • Feasibility of having en-number of solution.
  • Automation planning
  • Marketplace app helped us a lot
  • Auto responses for the ticket without having human intervention.
  • Integration with new tools in the market places
  • Few features are not available
  • New automations to be implemented or introduce.
Product is soo useful and helpful in various way. This has helped tracked and analyze the performance.

Evaluating Freshdesk and Competitors

Yes - KApture CX product has been replaced. Features where not up to date and would need more feasibility of the requirement.
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Cloud Solution. This has helped replaced our Inhouse server and helped reduce cost in the maintenance of the same.
No Changes from my side and it up to date.

Comments

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