Reliable onboarding and support solution
Updated March 04, 2026

Reliable onboarding and support solution

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Estate

Overall Satisfaction with Freshdesk

We use Freshdesk in our organisation for knowledge base to enable our customers to self-support and to stay up-to-date with new releases, and more recently to streamline our customer support process (e.g.: ticketing).

Pros

  • Knowledge base management
  • Ticketing
  • Integrations with third-party software

Cons

  • Seamless integration with JIRA
  • Chat widget on Freshsales suite to be integrated with Freshdesk knowledge base
  • Faster resolution times
  • Opportunity to include learning materials for external users
Freshdesk onboarding team has been responsive, however there had been times when we've had hiccups especially during migration to a new data centre.
We haven't explored this functionality yet.
  • Atlassian Jira
  • Zendesk Suite
Freshdesk is a solid alternative

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

It's great for managing knowledge base and other user documentation.

Freshdesk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
6
Subscription-based notifications
8
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
9
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
8.4
Customer portal
8
IVR
8
Social integration
8
Email support
10
Help Desk CRM integration
8

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