Freshdesk is great for inbound tickets
December 05, 2025
Freshdesk is great for inbound tickets
Score 7 out of 10
Vetted Review
Verified User
Software Version
Blossom
Overall Satisfaction with Freshdesk
We use Freshdesk primarily as our ticketing platform for both internal teams and external users. It allows us to escalate bugs directly to our development team and manage user requests efficiently based on what comes into our support inbox. It enables us to triage everything in one place, and the Kanban view is particularly helpful for getting a clear overview of every ticket and its current status
Pros
- Tickets
- Triage
- centralised area for user queries that arent coming in through our live chat
Cons
- We use another product for the majority of our user queries in form of a live chat on our app - and this live chat has a great AI to answer user queries before we need to touch them
- it allows us to stay on top of tickets and meet SLAs
Freshdesk has allowed us to meet SLAs and keep customers happy by keeping our tickets in an orderly manner and giving us a holistic view of what to prioritse
We use Intercom for 70% of our inbound, its a great tool that has many inbuilt and easy to use out the box features like their knowledge base, live chat, tool tips, product tours etc. We primarily use freshdesk for the customers that want to use our email to raise issues etc
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?
I wasn't involved with the implementation phase
Would you buy Freshdesk again?
Yes
Comments
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