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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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I like the analytics part it helps maintaining the operations and SLA like RT FRT. Review collected by and hosted on G2.com.
The intelling assign feature doesn't work always. It impacts overal average SLAs. Review collected by and hosted on G2.com.
This is the most basic helpdesk software and can do only the most basic things right. However for that price point, it should be doing much more than the basics. Review collected by and hosted on G2.com.
We recently had the opportunity to use Freshdesk for our company's customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus.
The setup process was another area where Freshdesk fell short. It was supposed to be straightforward, but we encountered numerous issues, leading to delays in deployment. The customization options, which were a selling point for us, turned out to be quite limited and didn't allow us to tailor the experience as much as we needed.
Customer service was another letdown. When we reached out for support, responses were slow, and on several occasions, the solutions provided did not resolve our issues. It felt as though their support team was not adequately trained on their own product.
Moreover, the integration with other tools was problematic. Despite claims of seamless integration with a wide range of apps and services, we faced constant glitches and data synchronization issues that hampered our workflow.
The pricing structure of Freshdesk also leaves much to be desired. While it appears competitive at first glance, the cost quickly adds up as you add essential features that are surprisingly considered add-ons. This felt misleading and contributed to our overall frustration with the product.
In conclusion, our experience with Freshdesk was disappointing. The software did not meet our expectations in terms of usability, support, integration, and pricing. We've since moved on to another solution that better fits our needs. I hope this review helps others make a more informed decision. Review collected by and hosted on G2.com.
The interface is simple and user-friendly, making it easy to get started without much of a learning curve. Review collected by and hosted on G2.com.
One challenge is the occasional lag when handling a high volume of tickets, which can slow down the team's workflow. Review collected by and hosted on G2.com.
Freshdesk show you the amount of tickets per days, weeks, months about every agent. Ease implementation and ease to use. Review collected by and hosted on G2.com.
Freshdesk does not merge automatically the tickets that are from the same number. Review collected by and hosted on G2.com.
Solve the ticket problem in a very efficient way. Review collected by and hosted on G2.com.
Licensing is complex and not user-friendly. Very basic things in premium models and things that are not justified in basic ones. The reporting is very bad because in trying to make it powerful, it becomes complex and not user-friendly without access to simple results like the number of events per ticket or reports that easy. Review collected by and hosted on G2.com.
The ease of use and support from the team Review collected by and hosted on G2.com.
There is nothing that I dislike about using Freshworks Review collected by and hosted on G2.com.
Freshdesk has delivered a tremendous amount of functionality and features with a small price tag. Features such as canned responses or the AI powered "thank you detector" allow support agents to focus on solving customer problems rather than spending time doing administrative work. Additionally, robust automations and simple, yet effective tools such as ticket forms, ticket templates and scenario automations improve our resolution times and customer satisfaction. Freshdesk also has great training materials available for admins and agents, which made our initial setup significantly easier and faster. Finally, Freshdesk's API and integration tools make it very simple to build or connect apps to bring additional value to agents and customers alike. Review collected by and hosted on G2.com.
Freshdesk could do better with documentation. I've had a number of times when I've discovered inaccurate or outdated solution articles and have not been able to answer my questions by reading documentation. Review collected by and hosted on G2.com.
