Freshdesk Reviews & Product Details - Page 5

The best thing I like about Freshdesk is how easy it is to access and understand. I still remember the day I started using Freshdesk—I wasn't very familiar with it, but now I'm a pro at using it. Review collected by and hosted on G2.com.

There are no major issues with Freshdesk, but sometimes it tends to lag or display errors like 'Something went wrong,' which can be quite irritating for us. Review collected by and hosted on G2.com.

Freshdesk is an ITSM platform with very comprehensive features. What I like most about Freshdesk's features is the time tracking of our engineers where the data provided is always accurate. Review collected by and hosted on G2.com.

It's a shame that the product has a competitive price and several very comprehensive features, but there is one feature that may not be available in Freshdesk, namely asset management, even though this feature is actually in FreshService. Review collected by and hosted on G2.com.

We enjoy the Article Solution offering the best, especially with analytics.

When I initially set up Freshdesk, we found it easy to set up with very little difficulties that their support was always on hand to assist.

We use this system 5 days a week, but it's open 24-7 to accept emails, respond automatically, in some cases, and this automation is so powerful to help us concentrate on things that really matter to the customer.

2 years later, we've integrated various apps to help our agents better and the offerings in the marketplace are slick and easy to use. Review collected by and hosted on G2.com.

We'd prefer some requests be implemented rather than focus on AI.

Basic things such as the ticket ordering would really go a long way to assist our agents to do better. Review collected by and hosted on G2.com.

Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality. Review collected by and hosted on G2.com.

While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its practicality in customizing fields and using automations.

Create automation to facilitate agent action and make service faster in classifying or responding.

And use is very easy! Both for the administrator to carry out maintenance and for the agent to act. Review collected by and hosted on G2.com.

The limitation of the ticket creation form is that I can't customize it or add fields with specific filters. Review collected by and hosted on G2.com.

We have many different departments in our Business, as such we needed a system which we can customise ourselves to include bespoke fields which also lets us create reports to be sent out automatically from Freshdesk removing the need for someone to create these.

We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.

Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis

Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.

Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes. Review collected by and hosted on G2.com.

One draw back for me is the reporting in analytics, this only updates once per hour and each instance updates at a different time, it would be good if the data in these reports were live and read from the database or atleast an easy way to see when the database refreshed. Currently i look at the last updated date to get the time of the latest update to have an idea when the database refreshed. Review collected by and hosted on G2.com.

Freshdesk is known for being user-friendly, making it accessible for both small teams and large organizations without a steep learning curve. It offers robust automation features, like ticket routing, canned responses, and SLA management, which help streamline tasks and improve team productivity.

Customer Support for is very excelent. I get support at the earliest.

Integration with Freshdesk is a piece of cake, thanks to the API & SDK docs

Implementation of a new instance for a specific use case is straight forward that even a new user can implement thier work flows based on their business use case. Review collected by and hosted on G2.com.

Freshdesk’s mobile app, though functional, may lack certain advanced features or customization options available on the desktop platform, limiting flexibility for teams working on the go. Review collected by and hosted on G2.com.

We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently. Review collected by and hosted on G2.com.

The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued. Review collected by and hosted on G2.com.

Freshdesk has streamlined our customer support processes by centralizing ticket management, making it easier for our team to track, prioritize, and resolve issues efficiently. With insights into metrics like ticket volume, conversation count, and assignment distribution, we’ve been able to allocate resources more effectively and identify recurring issues for proactive solutions. Review collected by and hosted on G2.com.

The reporting features, though useful, can be somewhat limited in customization, making it challenging to get specific insights without additional configuration. Additionally, the interface can feel cluttered at times, especially when handling high ticket volumes, which can slow down navigation. Review collected by and hosted on G2.com.

The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently. Review collected by and hosted on G2.com.

Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool Review collected by and hosted on G2.com.