Video Reviews
Feature-rich applications and unparalleled customer service
Get ahead of questions
Answer Inquiries from Customers for Sales and Support
3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
Log in to view review sentiment.
The platform offers a seamless experience for our support team, allowing them to efficiently manage and prioritize customer queries. The automation features have significantly streamlined our workflow, reducing response times and ensuring that no customer concern goes unnoticed. Review collected by and hosted on G2.com.
One notable aspect is the mobile app's performance; I have encountered occasional glitches and delays in responsiveness. Improving the mobile app's stability and speed would be beneficial for users who need to manage support on the go. Review collected by and hosted on G2.com.
It is very easy to use, yet it is possibile to configure a lot. We are using the portal and the forward e-mail adress for example. Users very rapidly adapt to the use of a ticketing system. They are happy to check their status of the their tickets their the portal which is easiy managable through our sharepoint environment. Review collected by and hosted on G2.com.
It is hard to communicate with other ticketing systems. Tickets get created and are hard to follow up. Review collected by and hosted on G2.com.
Very intuitive dashboard with options to filter your ticket view to see specific things. There's some great report functionality to keep track of performance and metrics over time.
Overall, it's a great platform for Customer Support agents who work in a team environment. Review collected by and hosted on G2.com.
Copying and pasting text with source formatting will cause a white section to show in the ticket once the reply is sent. Review collected by and hosted on G2.com.
Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the phone and very informative and helpful with their advice. Review collected by and hosted on G2.com.
There are some features which are available through the detailed analytic reports which would be good to also have available through the regular filtering options. The software has so many functions that it can occasionally be a little tricky to find the exact setting you're hoping to adjust. Review collected by and hosted on G2.com.
I appreciate Freshdesk for its user-friendly interface, which we found to be particularly clear for our support agents. We opted for Freshdesk as our primary tool due to its swift and transparent implementation, even in the face of the intricate workflow we needed. The reporting tool stood out to me, offering simplicity in generating requested reports and facilitating scheduled dispatch. Another aspect I value is its seamless integration with our other company tools, enabling the sharing of valuable data across different departments. Review collected by and hosted on G2.com.
We do encounter limits to the tool so we have to send out a feature request to the customer succes manager. It has some limits on things we would like to report on so we then have to come up with a work around. Review collected by and hosted on G2.com.
Unified Platform: Freshworks offers a suite of customer engagement tools, including customer support, marketing, sales, and more, all integrated into a single platform. This unified approach streamlines workflows and eliminates the need for multiple disjointed tools.
Automation: The automation features within Freshworks help reduce manual tasks, increase efficiency, and ensure timely responses to customer interactions.
Integration Capabilities: The software's ability to integrate with other popular tools and platforms contributes to a more comprehensive and connected business ecosystem. Review collected by and hosted on G2.com.
No Cloud Hosting in Middle East
Response Time: In some cases slower response times from customer support, impact the resolution of urgent issues.
Feature Requests: Users might wish for certain additional features that are not currently available within Freshworks' offerings. Review collected by and hosted on G2.com.
it is liked enhanced customer support which is advanced with lot of features. Review collected by and hosted on G2.com.
i think chat support can be improved, searching or viewing of old tickets can be made much for efficent and convenient Review collected by and hosted on G2.com.
The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach. Review collected by and hosted on G2.com.
That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point. Review collected by and hosted on G2.com.
Freddy Co-Pilot and the summarise feature is really good. Has really made a difference to the quality of our customer notes. Really good AI Review collected by and hosted on G2.com.
Some basic things that you would expect simply arent available. For example, once you combine tickets, it's impossible to unmerge/unlink. Review collected by and hosted on G2.com.
