Freshdesk is a customer support and engagement platform with features like multi-channel communication, ticketing, automation, and analytics. While it is possible to make the product HIPAA-compliant, it requires some configuration.

Freshdesk is a customer support and engagement platform with features like multi-channel communication, ticketing, automation, and analytics.

SOC 2 Type 2

Ambulatory Practice

ISO 27001

5001-10000

Digital Health Provider

Freshdesk

Virtual-First Provider

Provider / Payer

Behavioral Health

Freshworks

HubSpot

Zendesk

Purchasing Team

User

Implementation Team

Product Oversight

- *Product Usage:* The reviewer used Freshdesk as a ticketing system to manage a higher volume of support queries and automate workflows for prioritizing tickets.  
- *Strengths:* Freshdesk excels in automated workflow creations, assigning tickets, categorization and templated responses with the flexibility to adjust as per changing needs.  
- *Weaknesses:* The major weaknesses of Freshdesk are poor reporting capabilities, slow loading due to excessive embedded charts, and lack of scheduling options for sending responses. 
- *Overall Judgment:* Despite some usability concerns and poor reporting capabilities, Freshdesk's workflow automation and affordability make it a suitable choice for small to medium businesses with high-volume email support needs.

Freshdesk

Customers