Freshdesk Review

It allows our team members to share tickets and to track their progress, although we're unable to receive messages from certain email addresses.

What is most valuable?

  • Ticket system - provides us with support tickets submitted by customers from various sources
  • Sharing - team members can share progress of tickets

How has it helped my organization?

  • We can follow up on tasks.
  • Our team members can sharing tickets.
  • It provides the actual status from divers department.

What needs improvement?

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

For how long have I used the solution?

I've used it for six months.

What was my experience with deployment of the solution?

Not much, however it can be difficult to comprehend for some team members.

How are customer service and technical support?

Customer Service:


Technical Support:


Which solution did I use previously and why did I switch?

I did, however this one is the most complete solutions.

How was the initial setup?

It was complex to set up the parameters.

What about the implementation team?

It was done in-house.

What was our ROI?

It's pretty good.

What other advice do I have?

It's a great tool once everything is in place.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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