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Answer Inquiries from Customers for Sales and Support
3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction. Review collected by and hosted on G2.com.
Some automation requires adding an extra app within the freshdesk. Review collected by and hosted on G2.com.
What I like best about Freshdesk is its intuitive user interface, which makes it easy to manage and track customer inquiries. The automation features save time by handling repetitive tasks, and the robust reporting tools provide valuable insights into team performance Review collected by and hosted on G2.com.
some advanced features are only available in higher-tier plans, which can be limiting for smaller teams Review collected by and hosted on G2.com.
1. Support of freshworks is awesome.
2. Very competetive costs.
3. Capability to do Automations
4. Agent Friendly UI Review collected by and hosted on G2.com.
1. Clarity on long term roadmap
2. Analytics could be better
3. Fresh Chat product is very basic. Team should invest in the product to make it competetive with other solution available in the market. Review collected by and hosted on G2.com.
Freshdesk is fully customizable platform, it provides solutions to any of our needs and services. Multiple product features, portals and unlimited number of emails to add. Review collected by and hosted on G2.com.
Slow loading times when viewing ticket filters, ticket merging system and customet support. Review collected by and hosted on G2.com.
Freshdesk provide us the easiest user interface to understand customer query and also it helps us to provide best solution within given SLA Review collected by and hosted on G2.com.
Nothing as of now but if they can automate to help better Review collected by and hosted on G2.com.
the most best part is to allow us to export the past data and it store the bulk data which help to easy to use and help to solve the customer query, easy to understand the features. Review collected by and hosted on G2.com.
as of now ecxperience i did not find any thing dislike but if it will update more we will be greatful Review collected by and hosted on G2.com.
Easy to use. Good UI/UX. Writing automation for processes is not very difficult. A non technical person can do it. Review collected by and hosted on G2.com.
Social Media support needs to be enhanced. Faced lot of issues when Twitter stopped free API support. Review collected by and hosted on G2.com.
The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything. Review collected by and hosted on G2.com.
Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved. Review collected by and hosted on G2.com.
It's very easy to keep track of things. The ticketing system is very handy and it's easy to customize settings for individual agents or groups. Review collected by and hosted on G2.com.
Editing a custom signature (specially a fancy layout with graphics) is a bit complicated. You basically have to create your signature elsewhere and just copy/paste it into freshdesk. Review collected by and hosted on G2.com.
