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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting. Review collected by and hosted on G2.com.
If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent. Review collected by and hosted on G2.com.
The thing I like the best is because the ticketing system is customizable and can be easily adapted to your needs. We first deployed our ticketing environment during the pandemic and it strengthened our team's communication and performance. Review collected by and hosted on G2.com.
There isn't much I don't like, because it's a great product. I am confident your team will benefit from its platform. There are different tiers of subscriptions available. I am sure you'll find something to fit your needs. Review collected by and hosted on G2.com.
Its vey easy to use and helps us to keep a track record of customer communication efficiently. Review collected by and hosted on G2.com.
I am not sure, but its not compatible to be integrated with our product (Digital Showroom) where if a merchant registers on our product, an account should be created on Freshdesk with all the information provided by the merchant while registering. Review collected by and hosted on G2.com.
The ability for multiple people to collaborate and work on a single ticket as well the feature to merge multiple tickets into one so as to avoid confusions Review collected by and hosted on G2.com.
The time taken to sent and receive new tickets, sometimes it takes a lot more time than normal emails. Also the overall performance of the application needs to be enhanced to be able to work faster Review collected by and hosted on G2.com.
Freshdesk is very easy to use and all the options are easy to navigate and it doesnt requires more detailed view to learn using it, Review collected by and hosted on G2.com.
Nothing as such. All the options are readily available and are useful Review collected by and hosted on G2.com.
I love being able to automate ticketing system that can be used by my colleagues where we can convert support emails into tickets with an automated reply. We can use for calling mechanism, which is very handy for both calls and emails. It is a great platform for using every tool which is to be used with different or multiple tabs/sites/apps. Review collected by and hosted on G2.com.
There are times when it does take a little long to download the reports which consists of huge data Review collected by and hosted on G2.com.
Ease of Use, Ease of Implementation, Number of features and Ease of integration Review collected by and hosted on G2.com.
A few tickets can not be deleted or marked as closed and bounce back Review collected by and hosted on G2.com.
