Extensively used customer
January 31, 2022

Extensively used customer

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

Overall Satisfaction with Freshdesk Messaging (Formerly Freshchat)

We use it as the CRM tool for handling customer tickets where customer can raise their concerns. Business problems include item-related issues, order-related issues, or payment-related issues mainly. The scope is vast where over 300 users are on the tool handling tickets. This involves using multiple features as well.
  • Interlliassign
  • Assignment rules
  • Raw reports
  • Smartplugs
  • Live dashboard for everyone to view their metrics
  • Faster enhancement implentations
  • Knowlegde management
  • Assignment rules
  • Smartplug
  • Skilled based routing
  • Live dashboard
  • Cost per contact
  • Better experience to customers
  • Multiple integrations
Freshdesk messaging is a chat world whereas Freshdesk is a ticketing world.

Do you think Freshchat delivers good value for the price?


Are you happy with Freshchat's feature set?


Did Freshchat live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshchat go as expected?


Would you buy Freshchat again?


The tool (Freshdesk messaging) is suited to manage the active folks and online folks. It is also efficient in providing live metrics to the managers/ admin so that live actions can be taken to improve the metrics for the particular day. It is less appropriate when the Freshbots integration and the widget are being used.