What do users say about Freshdesk?

Freshdesk excels at consolidating customer emails into a single, intuitive interface, allowing our team to respond to inquiries in a timely and efficient manner. The platform’s user-friendly design is easy to navigate, ensuring that anyone can master the system without a steep learning curve. I particularly value the real-time notifications, which alert us the moment a customer responds, ensuring no message goes overlooked. Furthermore, the built-in AI features for rephrasing and refining our responses have significantly improved our communication quality. Overall, Freshdesk provides exceptional value for the cost and has streamlined our support workflow tremendously. Review collected by and hosted on G2.com.

I don't have many criticisms of Freshdesk, as the platform is consistently well-maintained with regular updates and the frequent addition of useful new features. Review collected by and hosted on G2.com.

The best thing I like about Freshdesk is the ability to create reports in the Analytics section, and it also includes multiple pre-populated reports. The UI is much simpler as well, and adding new ticket fields is also much easier. Review collected by and hosted on G2.com.

The thing I disliked most about the FD was the ability to share a report and the download feature within it. The download option in analytics was only visible to someone with admin access, and one admin access cost around 50 USD per month. Because of this, we struggled a lot, and a lot of CSMs and people used to complain about it. There was no simple way to provide access so that users could view and download the reports and tickets. Review collected by and hosted on G2.com.

I like that Freshdesk keeps all our customer conversations and requests in one place. It’s easy to see what’s already been handled and what still needs a response, so messages are less likely to slip through the cracks. I also appreciate being able to connect it with Slack, which makes it simpler to keep the whole team in the loop. Review collected by and hosted on G2.com.

We occasionally run into unexpected issues, and it can be hard to reach our customer success manager when we have questions about renewing. Sometimes we wait several days for a reply, which makes it difficult to know how to move forward. It would help to have a clearer point of contact or quicker responses, especially for renewal questions. Review collected by and hosted on G2.com.

Having every channel in one place is the biggest win for us. Web chat, email and WhatsApp all come into a single agent workspace on Freshdesk Omni, so our support team isn’t jumping between tools. Live Translate has been really valuable because we support customers in other countries, and agents can work conversations across languages without a separate translation step. It’s also flexible to configure: we added custom roles for agents and CS managers and a custom Customer ID contact field our agents see on every conversation. Review collected by and hosted on G2.com.

Duplicate tickets are our biggest daily pain. When an after-hours chat customer follows up by email, we get two tickets, and agents have to merge them by hand. After a merge, the original ticket also disappears from the contact’s history and closed conversations, which makes it harder to see what happened. An auto-merge rule for the same contact across channels would help a lot. Moving to the Omni chat widget was also harder than we expected. The old widget let us pass name, email and Customer ID from the browser, and the new one needs JWT authentication for that, so we needed development work just to keep features we already had. Live Translate is valuable, but it hasn’t always been consistent: agents have seen the manual Translate option show up or not depending on their personal toggle. Review collected by and hosted on G2.com.

The most helpful features of freshdesk is the workflow of ticketing system and the automations available on them to make them smarter at doing things.

Teams and assigning to teams are reflecting real world responsibility management.

Activities: log history on each ticket is necessarily for reviewing before taking applying judgements on the working team, which is fair enough for customers and agents.

Companies, and contacts is well structured but still scalable to include teams inside each company and each user can join one company or more and one team or more with different levels of access control.

Finally, I would like to appraise the dashboard reporting tools, and how much clearness it is providing for daily operations and annual reports.

Thank you freshdesk team. Review collected by and hosted on G2.com.

Limited ticket fields and forms, and there’s no option for nesting. Control over what appears on the agent side is also limited. I also don’t understand how a single form is supposed to work for agents using Freshdesk while different forms are shown to customers—one shoe doesn’t fit all.

It also feels like it’s lacking real-world examples, and the subscription prices are high.

Lacking mobile application for customers

The Automations based on Form type are not working Review collected by and hosted on G2.com.

What I like best about Freshdesk is the flexibility it offers in managing our customer support operations. It gives us a central place to manage customer inquiries, track tickets, and keep communication organized across the team.

I particularly appreciate the integration options. Our Jira integration, for example, has been very useful in connecting our Support team with R&D, making it easier to collaborate and follow up on technical issues.

The analytical and reporting capabilities are another big plus. Having access to detailed breakdowns and insights helps us monitor workloads, understand team performance, and identify trends.

I also really like the AI agent on our website. It has been a wonderful addition, providing helpful answers to visitors and reducing the number of incoming tickets related to simple, frequently asked questions. Review collected by and hosted on G2.com.

One area where I think Freshdesk could improve is ticket management, particularly when a single ticket involves multiple issues or requests. There isn't an intuitive way to break down a ticket into separate tasks or track the progress of each individual issue within the same conversation.

While there are alternative ways to manage this, the available workarounds don't always fit our team's workflow. This can make it more difficult to track outstanding items and ensure that every part of a customer's request has been addressed.

I also think Freddy AI within the ticketing system has room for improvement. It would be much more useful if it could access and reference information from websites and knowledge sources provided by the company, similar to how the AI agent on the website works. Having Freddy use our own support documentation and website content to provide more relevant and accurate suggestions would make it a much more valuable tool for support agents.

I'd also like to see more flexibility in customizing workflows to better accommodate different support processes. Overall, these aren't dealbreakers, but improvements in these areas would make the platform even more useful for our team. Review collected by and hosted on G2.com.

Freshdesk offers several operational advantages by providing a centralised platform for managing and tracking all customer and internal support requests. It improves efficiency by reducing manual administration, minimising lost or forgotten requests and enabling faster issue resolution. Review collected by and hosted on G2.com.

Some of the disadvantages of Freshdesk include its dependence on a stable internet connection, the learning curve for new users and the time required to configure workflows, ticket categories and automation rules. Some useful features, integrations and advanced reporting capabilities may require higher subscription plans, increasing operational costs. Additionally, if tickets are not properly categorised, updated or closed by users, reports may become inaccurate and outstanding issues difficult to track. Review collected by and hosted on G2.com.

One of the best features of Freshdesk is its ease of use. Setting up automations, workflows, and even more advanced features is straightforward and doesn’t require extensive technical expertise. I’ve worked with other helpdesk platforms where similar configurations and customizations required dedicated development resources. With Freshdesk, many of these changes can be managed directly by the Support team, allowing us to move faster and adapt the platform to our needs. Review collected by and hosted on G2.com.

The biggest downside I’ve found with Freshdesk is how users and contacts are associated with company records. Freshdesk primarily uses email domains to make these connections, which works well in most cases. However, it becomes challenging when a customer has multiple sites or business units that need to be managed separately. In those situations, contacts often need to be manually assigned and maintained under the correct company record, adding additional administrative overhead. Review collected by and hosted on G2.com.

What I like most about Freshdesk is that we can use it as a centralized wiki and file-sharing platform for participants. Review collected by and hosted on G2.com.

The integration between Outlook and Freshdesk could be better. As a product manager, I mainly work in Outlook rather than directly in Freshdesk. Switching between the two systems is not always convenient, and a more seamless integration would make it easier to follow customer support conversations. Review collected by and hosted on G2.com.

For a scalable product and a better customer experience, this is one of the best products. The automation also helps a lot by handling maximum queries with fewer resources. Review collected by and hosted on G2.com.

Freshdesk should improve the Analytics section so it’s more accurate and easier to create reports for clients. In the current flow, it feels overly complex when trying to build and generate the data. Review collected by and hosted on G2.com.