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3,501 Freshdesk Reviews
Overall Review Sentiment for Freshdesk
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I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform. Review collected by and hosted on G2.com.
They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet. Review collected by and hosted on G2.com.
Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries. Review collected by and hosted on G2.com.
While Freshdesk is effective for email management, there are several areas that could benefit from improvement:
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow. Review collected by and hosted on G2.com.
The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks. Review collected by and hosted on G2.com.
After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier. Review collected by and hosted on G2.com.
The platform is intuitive, making it easy for agents and admins to navigate and perform tasks efficiently. Review collected by and hosted on G2.com.
For businesses with a high volume of tickets or extensive customer data, users sometimes report slower system performance or lag. Review collected by and hosted on G2.com.
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications. Review collected by and hosted on G2.com.
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button. Review collected by and hosted on G2.com.
- Fresh and fast UI/UX
- Easy to implement
- All-in-one solution for customer support
- Integrated AI Features Review collected by and hosted on G2.com.
- Lack of customization compared to Zoho Desk or Salesforce
- Poor analytics and reporting
- Lack of simple features such as agent nicknames, etc. Review collected by and hosted on G2.com.
The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.
When we require support, we receive prompt responses and resolutions. Review collected by and hosted on G2.com.
I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk. Review collected by and hosted on G2.com.
Freshdesk brings all customer interactions whether they're through email, chat, phone, or social media into a single, unified view. This makes it easy for support agents to track and respond to inquiries without jumping between multiple tools.
Freshdesk give straight forward documentation for Integration. Review collected by and hosted on G2.com.
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