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Review of Freshdesk

Steven Lockwood

  • Reviews Icon 9 Reviews
  • Points Icon 95 Points
  • Screenshots Icon 9 Screenshots

Overall Experience
Ease of Use
Customer Service
What does the company do well?
it's a good help desk. it has all the basic stuff you want. I didn't give them 5 stars b/c they don't do anything AMAZING. The most useful thing they do is that they have a form customers fill out to send you an email but as they type in the subject line etc. they a search of the help docs appear on the right so that maybe the answer they want will be giving them before they finish their email. customers like that and it reduces the number of tickets we get so that's a win win.
What does the company not do well?
what's lame about it is that it defaults to sending an email and the customer won't see the results of the search unless they do an extra click. AND freshdesk knows this b/c on their own website they have changed the way the help works. for example, if you try to ask freshdesk for help, they will show the results of the search by default. so they don't actually use the version of freshdesk they sell.
What do you wish you had known about the company before using?
the integrations with crm (including their own crm) are not much to brag about. it's not a two way sync. all that you get is name, phone, job title etc. AND the support rep has to check an extra box to even see it so our reps, RARELY ever use it. this is true if you get freshdesk + freshsales or freshdesk + another crm. so the integration is fairly represented on their website but it's just not what one would imagine in their head.