Freshdesk Customer Success Pros and Cons

Maintaining ticketing system and tracking the data of the customers and taggings are the best part to fetch the details, which is required and best of add notes and quick feedback options Review collected by and hosted on G2.com.

Logging issues and no offline data saver

And sometimes it has lag in responding Review collected by and hosted on G2.com.

User-friendy interface, Robust features, excellent support Review collected by and hosted on G2.com.

Nothing as of yet. We are using freshdesk at our workplace and have no compaints so far. We are working with them for over an year now Review collected by and hosted on G2.com.

Easy to use and streamline the CS process easier for business to handle queries of the customers and feedbacks and reports through automation can be done at one click Review collected by and hosted on G2.com.

Login issues and no offline saver

Rest everything is good some rare glitchs

When internet is low Review collected by and hosted on G2.com.

Intuitive and user-friendly

Extensive capabilities

Marketplace integration

Open API to integrate with in-house tech stack

Cost-effective and free support Review collected by and hosted on G2.com.

Expecting regular communication on product upgrades

Lack of community to discuss the trends

Implementation may take more than what was committed. Review collected by and hosted on G2.com.

The best thing which i liked about Freshdesk is the Ease of use and its UI UX Review collected by and hosted on G2.com.

The thing which i didnt like about freshdesk is nothing as such Review collected by and hosted on G2.com.

Fresh Desk helped the customer success team that I managed with their day to day work and their customer support was easy to use as well. We used this daily on our team. Review collected by and hosted on G2.com.

I can't think of a negative- we had great support when we needed it and the team used the tool well. Review collected by and hosted on G2.com.

Ticketing system, interface, resolution procedures, analytics and reports ,Data view ,Grouping and individual assignment of tickets makes the task easy and productive Review collected by and hosted on G2.com.

Generic app layout and dashboard features could have been improved and added. Review collected by and hosted on G2.com.

The ease of raising ticket and automation of the entire process is something worth noticing, Review collected by and hosted on G2.com.

There is nothing to dislike. It is one of the best in the industry Review collected by and hosted on G2.com.

• 1 stop shop for everything related to a customer account [pulse, health, updates, calls, goals, action items, etc.]

• Dashboarding and Reporting capabilities are good. Can be customized according to specific requirements

• Increased visibility into important metrics like upsells, cross-sells, churn, ARR, expansion forecasting, etc.

• Email campaigns can even be sent from within FreshSuccess which is an awesome way to reply to tickets fast

• Easy to use / good UI and UX Review collected by and hosted on G2.com.

• Granularity into campaign metrics is missing

• At times, the tool hangs due to multiple integrations across the tech stack

• Automatic data capture of customers, at times, does not work correctly, especially in case of duplicates Review collected by and hosted on G2.com.

ability to track usage of the products

one tool that gives you all the info for an account Review collected by and hosted on G2.com.

certain features on the roadmap take more than the estimated eta Review collected by and hosted on G2.com.