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3,501 Freshdesk Reviews
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It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails. Review collected by and hosted on G2.com.
refreshing a tab kills the call. Not fully thought out. Review collected by and hosted on G2.com.
Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot Review collected by and hosted on G2.com.
Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations
Long time to fix bugs, ineffective bug fixes that do not fix anything
Lack of public roadmap
Lack of cross-brand support (limited number of contact fields) Review collected by and hosted on G2.com.
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed. Review collected by and hosted on G2.com.
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances! Review collected by and hosted on G2.com.
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication. Review collected by and hosted on G2.com.
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets. Review collected by and hosted on G2.com.
Was up & running in a couple of days. We use the ticketing, bot and freshchat.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity. Review collected by and hosted on G2.com.
Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless. Review collected by and hosted on G2.com.
It has a good interface that is so friendly for anyone to use. It is easy to navigate and is really helpful for our day-to-day tasks. Freshdesk makes our daily work easier because of its unique features. Review collected by and hosted on G2.com.
I don't have that much thing to dislike about Freshdesk. So far so good. Review collected by and hosted on G2.com.
Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration. Review collected by and hosted on G2.com.
Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice. Review collected by and hosted on G2.com.
Freechat is a good platform for communication as it makes it easier to organize customers who arrive for me to respond. Review collected by and hosted on G2.com.
There are some problems, even when updating the page and resetting consumption, it often notifies me that a message has arrived but it does not appear. Review collected by and hosted on G2.com.
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company. Review collected by and hosted on G2.com.
It's a little difficult to integrate, and exporting data from the system is not great. Review collected by and hosted on G2.com.
Freshservice and Freshdesk are easy to configure, and the setup is easy to use and get you started very quickly with limited knowledge or help from Customer support. Over the years they have added many features that make Freshservice comparable to products such as ServiceNow Review collected by and hosted on G2.com.
I can't think of any dislikes; the company has matured considerably over the ten years I've used the product. Review collected by and hosted on G2.com.
