There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting. Review collected by and hosted on G2.com.
If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent. Review collected by and hosted on G2.com.
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3,500 out of 3,501 Total Reviews for Freshdesk
Overall Review Sentiment for Freshdesk
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I appreciate Freshdesk's interface and powerful automation features that simplify our work on customer support and payment support-related ticket management and Freddy improves our responses and Canned responses save time. Its Freshdesk's multi-channel support allows seamless email, chat, and social media communication, ensuring consistent customer service. The analytics and reporting tools are already some reports are predefined we need to update them according to our use. The reports provide valuable insights to optimize team performance and CSAT helps improve customer satisfaction. Review collected by and hosted on G2.com.
One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support. Review collected by and hosted on G2.com.
Easy to use, its user friendly interface makes it minimal training making it accessible even for non technical users, its workflow automation features, canned responses & ticket creation/assignment rules help reduce repetitive tasks & improve productivity & SLAs. It allows teams handling customer queries from email, chat & phone all in one place. Review collected by and hosted on G2.com.
1. The mobile app, while its useful, has fewer features compared to the desktop version limiting its usability for on the go support. At least for admin users the features should be at par with Desktop usage
2. Certain advanced automation tools or integrations are locked behind higher priced plans which may be a constraint for opting such tools Review collected by and hosted on G2.com.
The platform makes it incredibly easy to manage a high volume of tickets, especially during peak seasons. Features like canned responses, SLA management, and the ability to customize workflows have streamlined our operations, saving us countless hours. The self-service options, such as the knowledge base and chatbot integration, have empowered our customers to resolve their issues independently, resulting in a noticeable 15% reduction in L1 queries. Additionally, the robust analytics and reporting tools provide actionable insights, helping us make data-driven decisions to improve overall support performance. Review collected by and hosted on G2.com.
Enhancements to make the interface even faster and more flexible would make it an even better tool for scaling during high-demand periods. Review collected by and hosted on G2.com.
We recently launched our SAAS platform and needed an easy way to manage user helpdesk tickets as well as additional features such as online chat and online documentation center for self-help. Aside from very competitive pricing compared to alternatives, initial setup was very easy. Review collected by and hosted on G2.com.
In order to really get the most out of the platform, it takes quite some time to properly configure everything. It's intuitive to do (in most instances) but definitely takes some integration forethought. Review collected by and hosted on G2.com.
1. The ease of integration with the website and other necessary softwares.
2. Ease of customization with the tools as per our requirements. e.g designing helpcentre page. Set FAQs for the end Customers.
3. Availability of so many supporting Apps.
4. Data security.
5. Post sale assistance and ease. The response time is very effective. Review collected by and hosted on G2.com.
1. Data migration from other ticketing tools is limited. You can import data from very limited tools only.
2. Time taken by an Agent or a team/ Group on any ticket (Assinged time) is not available. Review collected by and hosted on G2.com.
Freshdesk is easee to use and get's you up and running in no time. This is handy if you are new to ticketing.
It has the necessary features we need to not just handle, but also manage and improve on our ticket handling.
Their customer support is reactive and attentive.
Their newest addition in the Analytics tool is amazing. Review collected by and hosted on G2.com.
Allthough I find their general user interface easee to use for simple ticket handling, once you get into administration roles it becomes more complex. The general setup of certain areas are not intuitive, and I often have to relearn certain procedures many times to get it right. It could use a restructure and overhaul to make a more unified experience. Review collected by and hosted on G2.com.
What I like about Freshdesk is how straightforward it is to use. The ticketing system keeps everything organized, the automation features, like ticket routing and follow up reminder, have been helpful, however, you ahve to ensure it is set-up properly. This has saved us time and making sure we respond in a timely manner Review collected by and hosted on G2.com.
One thing we’ve struggled with in Freshdesk is the lack of customization it can be hard to adjust workflows to fit exactly what we need if you are not familiar with how to set it up. We would have to call or submit email tickets to get assistance to set-up some features/automation which can be time consuming. Review collected by and hosted on G2.com.
Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool. When there are issues, the customer support team is easy to contact and resolve issues quickly. Using the tool everyday puts a lot of pressure on the need to always be functional - we have yet to have an issue! Having the internal notes capability between agents, forwarding of tickets, and other attributes that can be tagged to a ticket allow for easy searching and aggregating of metrics. Review collected by and hosted on G2.com.
The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets. Review collected by and hosted on G2.com.
I like the freshworks ticketing system which is very user frendly and its easy to impliment. it has multiple feature like you can create multipal depatment and i like the way through automation it will assigne tickets directly to the respective depatment with the content
It has all in one customer support sulution which is like one stop solution for all your helpdesk applications. Review collected by and hosted on G2.com.
Report customisation is not good.
Some time mobile application will get hangup and its close automaticaly
Customer support is not good Review collected by and hosted on G2.com.
The best part about Freshdesk is that it is user-friendly, tracking the performance of all the users at one go and easy to download customized reports.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution. Review collected by and hosted on G2.com.
I do not feel any specific challenge while using the tool but the only limitations of the Freshdesk is that sometimes when the ticket volume is high, it takes time to load the tickets and the manual reassignment takes higher time that results in high resolution time for the customers. Review collected by and hosted on G2.com.
