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Overall Review Sentiment for Freshdesk
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The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service. Review collected by and hosted on G2.com.
Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar. Review collected by and hosted on G2.com.
We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas. Review collected by and hosted on G2.com.
I would like to see more of the API (custom objects) opened to the lower end plans.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue. Review collected by and hosted on G2.com.
Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for. Review collected by and hosted on G2.com.
The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side. Review collected by and hosted on G2.com.
The interface is incredibly user-friendly, mirroring the intuitiveness of its features. It effectively handles workflow management across all departments. The customization options are fantastic, enabling me to tailor the portal to my preferences.
The automation feature is a game-changer, notably cutting down on manual tasks. Our tech engineers experience a seamless flow when integrating with other portals. It has become an indispensable daily work tool for our company.
Lastly, I appreciate the prompt responses from the Freshworks team whenever assistance is required. Review collected by and hosted on G2.com.
The portal offers only one free theme option. Unfortunately, there is no discount available for the annual renewal. Review collected by and hosted on G2.com.
Freshdesk has a modern UI and makes it easy to manage customer feedback. Review collected by and hosted on G2.com.
The system and their plans is optimized for mid- to large size businesses, with a lot of features for managing large teams of customer support agents. For smaller teams this means it can quickly get expensive and you'll be paying for a lot of things you don't use.
It also seems like they are not prioritizing small teams. I had a bad experience with their customer support where it would often take up to 5 days for them to respond. They also promised us a certain price over the phone, only to backtrack and give me a much higher price in the follow-up email the next day. Review collected by and hosted on G2.com.
Easy to use platform with great features.
Freddy AI features helped to deflect queries, boost agent and admin productivity.
Easy integrations helped to integrate faster.
All the customer support qerries are handled via freshdesk.
Agents use on daily basis. Review collected by and hosted on G2.com.
Analytics metrics takes time and bit laggy experience. Review collected by and hosted on G2.com.
The functionality to collaborate on tickets and being able to get metrics. Review collected by and hosted on G2.com.
Sometimes the UI/UX is a bit confusing to get to the setting you want to update. Review collected by and hosted on G2.com.
User-friendly software. It is easy to navigate and helps us in our day-to-day business routine. We can easily give solutions and communicate to our students or customers. The website we use that we integrate into Freshdesk provides ease. Review collected by and hosted on G2.com.
We dont dislike it because it helps us our business daily Review collected by and hosted on G2.com.
