I appreciate Freshdesk for managing our client support tickets effectively, organizing them with updated status to track and resolve easily with customer satisfaction. I like the automation with ticket flow configuration, including categorizing tickets, prioritizing, and assigning them to the correct group of support agents, which improves our efficiency. Agents can easily collaborate within internal teams, and the tool also supports the creation and mapping of knowledge base articles and uses AI. The initial setup was smooth, and integration with email was quick for generating tickets. Overall, Freshdesk helps us address support tickets quicker. Review collected by and hosted on G2.com.

Seems limited reporting about tickets, cost. Review collected by and hosted on G2.com.

Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable. Review collected by and hosted on G2.com.

I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software. Review collected by and hosted on G2.com.

It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. Review collected by and hosted on G2.com.

The only thing I felt was not great is how child tickets are handled. Whenever a child ticket is created, it shows up as a separate ticket. If the child ticket could appear under the parent ticket instead, it would be much easier to manage and follow. Review collected by and hosted on G2.com.

What I like best about Freshdesk is its simplicity and speed to value, especially for support-focused teams.

Freshdesk can be set up with minimal configuration compared to larger enterprise platforms.

It excels at handling tickets, SLAs, automations, and multichannel support (email, chat, phone).

Freshdesk provides responsive and helpful customer support, along with clear documentation and resources that make it easy to resolve issues quickly.

The platform is used daily by support teams to manage tickets and customer interactions, making it a core tool for day-to-day operations.

It's also easier integrate. Review collected by and hosted on G2.com.

Freshdesk works well out of the box, but it becomes restrictive when you need highly customized workflows or data models.

While integrations exist, they are not as deep or flexible as enterprise platforms like Salesforce Review collected by and hosted on G2.com.

I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our KPIs is incredibly handy, as the data is reliable. I also like how it allows me to allocate tasks to my team, monitor their progress, and provide feedback based on their performance. The initial setup was very easy as well. Review collected by and hosted on G2.com.

It's a form of micromanaging but putting in a few extra safe blocks would be nice, such as a staff member not being able to set a ticket to resolved without my approval. When replying to a multiple email trail, it can be frustrating when I want to change the main recipient of the email without them seeing all the history (and with them separating to detail into a separate ticket). Review collected by and hosted on G2.com.

I find Freshdesk incredibly useful as it improves visibility and communication between our corporate office and franchisees. The ability for everyone in the department or organization to see tickets coming in has significantly increased our speed to resolution, cutting it by 75%. I like that the interface is easy to use, and adding or editing associates and their permissions is straightforward. The curated reports and dashboards provide the insights I need regularly. Setting up Freshdesk was extremely easy, and I've implemented it in multiple organizations successfully. Review collected by and hosted on G2.com.

There were a few reports we used to use a lot that were twilighted when the new insights were implemented beyond the beta stage. It was a performance report that had all KPIs in one view that I could export and share among the teams. Review collected by and hosted on G2.com.

I like how Freshdesk helps us manage many email inboxes by allowing us to check everything in one tool. It saves time and ensures we respond to our clients, guests, and customers right away. I think the feature where you can always see the thread of all emails per customer or ticket is great. It's easy to navigate, and when we need to make a note to other team members or agents, it's easier than messaging them directly through inbox or chat. They can see the changes or any questions we have immediately, making it very organized and easy to handle at the help desk. It also helps in responding timely to our clients. If there are follow-ups, we can easily check the last contact and decide on the right response. Also, when a ticket needs to be transferred, others can see who transferred it and make notes if needed before responding to a client. Review collected by and hosted on G2.com.

I think Freshdesk is already good. I think the one thing that could only be improved is for us as users to really understand all the new navigation and purpose. It makes it easier if we know all the options, how to do it, where to do it, then we can be able to maximize Freshdesk. Review collected by and hosted on G2.com.

I like Freshdesk as it provides a single platform where I can access all chats and interactions with our customers. It helps us give resolutions to our customers when they face issues booking an appointment on our application for designing services. I appreciate the user interface and easy accessibility of Freshdesk; it is quite simple and easy to train new employees to work on this tool. Freshdesk offers multi-channel support, managing all social media messages and emails on its dashboard, allowing us to reply to all tickets at once. The initial setup was simple, easy, and quick. Review collected by and hosted on G2.com.

One of the main drawbacks of Freshdesk is their customer support, as they take a lot of time to reply. Also, their mobile version is quite useless in comparison to their desktop version. Review collected by and hosted on G2.com.

It is easy to access and manage tickets or keep a track of all the intake requests Review collected by and hosted on G2.com.

the UI is not very user-friendly. If you are not an active user you might get lost Review collected by and hosted on G2.com.

We switched to FresDesk as an alternative to FogBugz (for ticketing), and were pretty pleased initially. The cost seemed reasonable and it provided a lot of good functionality.

We weren't too crazy about the interface, but overall it did the job and offered Review collected by and hosted on G2.com.

After using Freshdesk for 3+ years, we are all very displeased with it. Every single support agent using the system dislikes it.

The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary.

Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use. Review collected by and hosted on G2.com.