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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts. Review collected by and hosted on G2.com.
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect. Review collected by and hosted on G2.com.
Provide end to end solution for Customer Support
Ease of Use Review collected by and hosted on G2.com.
Some times custom support are not avaiable like we have faced once we required timestamp of each callback that was not avaiable at that movement which has caused fews bugs in our system Review collected by and hosted on G2.com.
The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre. Review collected by and hosted on G2.com.
Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another.
It doesn't spell check your work, so you have to be accurate with spelling. Review collected by and hosted on G2.com.
What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience. Review collected by and hosted on G2.com.
To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon. Review collected by and hosted on G2.com.
Freshdesk is one of the best tools to manage customer interactions. Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an everyday usage tool. From the brand point of view, it is very easy to implement, and do have a knowledge base to learn more about the product. It can easily implemented with other social tools to track online conversations. They also have a C-SAT survey for customers. Customer support is very active in resolving customer issues. Review collected by and hosted on G2.com.
Lack of synchronization. It has a syncing problem in reports and data. Review collected by and hosted on G2.com.
FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team. Review collected by and hosted on G2.com.
Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can. Review collected by and hosted on G2.com.
As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed. Review collected by and hosted on G2.com.
What I find challenging about Freshdesk is the lack of consistency between its products; for instance, the functionality disparity between Freshchat and Freshdesk can make it feel like they're from different companies. Additionally, I wish the interface was more customizable without relying on third-party apps, particularly in adding multiple quick links to the side panel of tickets. Review collected by and hosted on G2.com.
I have been using Freshdesk for over year now, and it has truly transformed the way our business handles customer support. One of the standout features of Freshdesk is its user-friendly interface. Navigating through the platform is a breeze, and setting up our support system was surprisingly straightforward.
Ease of Use (5/5):
Freshdesk's intuitive design makes it easy for even non-technical users to get started. The dashboard is well-organized, and the menu options are logically laid out. Creating and managing tickets is a seamless process, and the automation features have significantly reduced our workload. It's a robust solution that doesn't sacrifice simplicity.
Support Excellence (5/5):
What truly sets Freshdesk apart is its outstanding customer support. We've encountered a few minor issues during the initial setup, and every time the Freshdesk support team has been quick to respond and incredibly helpful. Their support representatives are not only knowledgeable but also friendly and patient. They guided us through each step, ensuring that our concerns were addressed promptly. It's clear that they prioritize customer satisfaction, and their dedication to resolving issues is commendable.
Overall Impression (5/5):
Freshdesk has exceeded our expectations in terms of functionality and support. The combination of a user-friendly platform and exceptional customer service makes it a top-notch choice for businesses looking to streamline their support processes. I highly recommend Freshdesk to anyone in need of a reliable, efficient, and user-friendly customer support solution. Review collected by and hosted on G2.com.
To be honsest, I can't really fault the program Review collected by and hosted on G2.com.
The best thing about Freshdesk is the immense amount of features and integrations, that make customer support smooth and scalable for us, which is a huge plus for our small team supporting thousands of active users. It ensures our operations run seamlessly and we can provide quick assistance. The platform has tons of features and is also surprisingly easy to use - if you don't want something, it's hidden away and doesn't impact the workflow. Review collected by and hosted on G2.com.
We've been with freshdesk for almost a decade now and they've gone through 3 versions of pricing tiers - and everytime it was a little annoying to figure out where we were, what features were allowed and adjust. Review collected by and hosted on G2.com.
