Video Reviews
Feature-rich applications and unparalleled customer service
Get ahead of questions
Answer Inquiries from Customers for Sales and Support
3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
Log in to view review sentiment.
The best thinks in freshdesk is the dashboards and reportings, easy for use, customer support. Review collected by and hosted on G2.com.
Maybe the cost for use the plataform, can be better Review collected by and hosted on G2.com.
Freshdesk has some wonderful automation tools. We have increased productivity by nearly double with some of our largest support teams. Review collected by and hosted on G2.com.
Freshdesk is behind in some of the AI tools that other companies have. The gap is closing, though. Review collected by and hosted on G2.com.
I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen. Review collected by and hosted on G2.com.
Support.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone. Review collected by and hosted on G2.com.
Freshworks Customer Service Suite is one of the heavy hitters in the packed customer service software market. There are plenty of good reasons you might choose Freshdesk: it offers a simple user interface, versatile feature set and is backed by excellent customer service. There is still room for improvement, advanced analytics and customization are two areas that require more work but the entire package has been working very well. Whether you are looking for an all-purpose or dependable customer service, Freshworks is a something to ponder about. Review collected by and hosted on G2.com.
Freshworks Customer Service Suite offers many benefits but there are still a couple of areas where the platform might not work out for some customers : In general, Freshworks Customer Service Suite is a comprehensive solution that should work well for most businesses — but these areas might be even more crucial to you individually in your particular use case. Review collected by and hosted on G2.com.
Integrated phone call system is one of the key reasons we purchased Freshdesk and Freshcaler. There are also lots of time-saving featues, easy to configure automations, and plenty of good add-ons apps. I've implelented Jira Service Desk, Hornbill, and others before, and although implementation consultancy could have been better, once live, it transformed our ability to monitor how we are delivering to customers, and enabling a global team to work on the same software product support tickets together. We specified a custom app to integrate with our product development team's Jira, and now Freshdesk have released an app which does the same thing!
During evaluation it beat ServiceNow on some criteria, and over all the evaluation scores came out similar, but Freshdesk/Freshcaller much better v alue for money Review collected by and hosted on G2.com.
A number of minor dislikes e.g. it's not possible to create a report which mixes ticket, CSAT, and Freshcaller phone stats. Some ticket view columns can't be resized, agents can't be shown without Group, we had to use some workarounds to achieve what we needed to for SLAs. Review collected by and hosted on G2.com.
easy to use, knowledge base incorporated for easy searching on themes. Automations for recurrent mails. Creation of groups for tickets on subject, ideal for a company like ours with a vast assortment. Review collected by and hosted on G2.com.
Translate Buddy is not easy to use, could be better/faster. We use external translator now. Review collected by and hosted on G2.com.
The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great. Review collected by and hosted on G2.com.
Not a great deal of choice in regard to font and layout options in the call logs. Review collected by and hosted on G2.com.
Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful. Review collected by and hosted on G2.com.
There are some limits to applying rules under some circumstances but there are work arounds.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment. Review collected by and hosted on G2.com.
Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and acomplish more due to user friendliness, the solution page and automation. Review collected by and hosted on G2.com.
It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend. Review collected by and hosted on G2.com.
Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features. Review collected by and hosted on G2.com.
Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability Review collected by and hosted on G2.com.
