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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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Freshdesk is very easy to use and configure and you can begin accepting tickets from your customers quite quickly after purchasing or starting a trial. Since Freshdesk is a cloud based solution, there are no hardware implementation requirements to budget for. We were easily able to integrate with our existing Office 365 mailboxes to recieve and respond to tickets through integrations included with Freshdesk, which made the process very easy.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered. Review collected by and hosted on G2.com.
Freshdesk can be a bit pricey when compared to it's competitors, however the integration with our Freshsales CRM outweighs the benefits of attempting to make an implementation of an alternative customer service platform work for us. Review collected by and hosted on G2.com.
We are currently on the entry tier so the price is very budget-friendly for us as a nonprofit company, and FreshDesk gave us a nonprofit discount. The GUI is very intuitive for us as help desk agents and submitting tickets is very easy. We have many instances of FreshDesk within our organization, so it is nice that all the help desks have a consistent experience. At the higher tiers, you can get access to plugins and FreshDesk allowed me to use the API from a higher tier when I was importing tickets from another system. I couldn't ask for anything better than this. Review collected by and hosted on G2.com.
There aren't very many things that I dislike about FreshDesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that the take security very seriously, so it's difficult to fault them for this. I just with it was handled a little differently. Review collected by and hosted on G2.com.
I really appreciate how prompt Freshdesk's customer support is. They are quick to get back to you and provide you with answers to any issues that you have. Review collected by and hosted on G2.com.
While there are a lot of great features, to get things set up feels like a bit of goose chase. The features are not always clear where you can or can not find them. Setting up integrations is also a little bit challenging. Review collected by and hosted on G2.com.
Canned responses are critical to our customer success team. Because of canned responses and keyboard shortcuts, we're able to respond to hundreds of tickets per day, per agent. Review collected by and hosted on G2.com.
I find it incredibly frustrating that admins can't use the ai tool as an add on, in communications with customers. When responding to a customer complaint, I'd like to have the option to enhance tone and expand text all from within FreshDesk. Instead I have to use ChatGPT. I'd gladly pay the add on fee for this feature but can't because I am the account admin. Review collected by and hosted on G2.com.
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now. Review collected by and hosted on G2.com.
More filter options should be there. Currently, we don't have enough filter options. Review collected by and hosted on G2.com.
With Freshdesk we can easly manage 2.000 claims per months with olny 8 people Review collected by and hosted on G2.com.
Not so easy to create reports, we spent a lot of time to have good informations from metadata Review collected by and hosted on G2.com.
