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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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it has got more simpler functionalities to engage into day to day ticketing related activities Review collected by and hosted on G2.com.
could improve more on the UI designs to look it more cool and Review collected by and hosted on G2.com.
All kind of actions taken in a particular ticket. It gives a clear picture to take further action Review collected by and hosted on G2.com.
Any change in ticket fields impact all the groups. It should be limited to a group where changes are required Review collected by and hosted on G2.com.
Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations Review collected by and hosted on G2.com.
There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed Review collected by and hosted on G2.com.
it serves its purpose that is built for. there's a dashboard for analytics of tickets.... beyond that nothing.... Review collected by and hosted on G2.com.
customer support are not local and sometimes can be hard to understand their accent. we tried using freshsales and it doesnt integrate with freshdesk which defeats the whole point of using same suite of products. data doesnt transfer and it's practically useless Review collected by and hosted on G2.com.
Freshdesk is beginner and user-friendly, and it has great customization available depending on the plan you are in. Pretty much easy to navigate. The built-in Analytics is quite helpful for reporting and understanding trends. There are also free apps that can be installed within Freshdesk. Review collected by and hosted on G2.com.
Integrated Twilio SMS window and font size is too small, making it challenging and prone to error when typing. Review collected by and hosted on G2.com.
Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests Review collected by and hosted on G2.com.
Repetitive prompt error.
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA Review collected by and hosted on G2.com.
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be. Review collected by and hosted on G2.com.
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information. Review collected by and hosted on G2.com.
Product capabilities, Automations, execute scenarios, Reporting and analytics Review collected by and hosted on G2.com.
01. In Time trigger automations we dont have webhook option or of adding a public note on tickets. Review collected by and hosted on G2.com.
The ability to group agents, automate redundent ticket tasks and customize ticket views Review collected by and hosted on G2.com.
when customers create tickets via email there is no way to configure the ticket details via email. We have tried having them put a priority within the subject but everything comes in as 'low' and none of the mandetory fields are filled out like they would be if the customer had created the ticket within the portal. Review collected by and hosted on G2.com.
