We can instantly see every ticket that was opened for the customer and for each ticket you can easily assign the ticket to a different department.

You get notified of every ticket allocated as an agent Review collected by and hosted on G2.com.

Once you have resolved the ticket by clicking on the resolved dropdown menu. The tickets instantly disappear. This makes it difficult if you have to leave notes on the ticket but you just resolved the ticket a second ago. Review collected by and hosted on G2.com.

Very user-friendly and easy to learn. The interface is clean, and required functions are easy to find. Review collected by and hosted on G2.com.

Lack of more complex features and integrations to our reporting tools. Review collected by and hosted on G2.com.

Dashboard view helps me in quick actioning the tasks, also my teams performance. As different departments are involved in my project, I can easily allocate tasks to department in a single option. That has reduced my pain. Filters is another helpful option. Export options seems to be beneficial as well. Review collected by and hosted on G2.com.

The biggest challenge I am facing is when I copy & past something from word, the complete alignment gets changed. Couldn't format the content based on my idea. No different fonts to select.

Formatting the text is a real pain. Review collected by and hosted on G2.com.

very easy to use, great product, highly recommend it Review collected by and hosted on G2.com.

no issues whatsoever with it yet, just starter using it Review collected by and hosted on G2.com.

It is speed and the interface is clear. Got many filters to capture the required date. Linking of multiple tickets of the same user is really helpful because we would be able to review previous issues. Internal communication is also designed well. Review collected by and hosted on G2.com.

When there is any new response on the old ticket, it won't be listed on priority or we do not get any pop-up notification on the home screen. When we pull any report, it does not give the latest one. Sometimes, it gives us the result of the past hour. Review collected by and hosted on G2.com.

The interface is clean and uncluttered. Fresh Desk is easy to set up and works flawlessly. Tickets can be submitted through the portal, or via email. Review collected by and hosted on G2.com.

The various paid plans are a bit too granular in my opinion. I would prefer a smaller range of plans with more robust options. Review collected by and hosted on G2.com.

What i like the best is that I have 3 different websites plus marketplace sales and all the questions and comments go to the same freshdesk box. Review collected by and hosted on G2.com.

The set up was long, cumbersome, and buggy. It really took a long time and a lot of phone calls and emails to get everything working properly including the live chat. Review collected by and hosted on G2.com.

Freshdesk has served as our primary support ticket service for many years. We've seen it grow as we've grown alongside it. Overall the service as a whole is a phenomenal product. That said, if I were to choose one feature in particular that was my personal favorite, I'd likely choose the custom observer rulesets you can create. It has automated much of the organization of our inbound tickets, and has saved us a lot of time. Review collected by and hosted on G2.com.

Personally, there's not much I dislike, however, the fact that you cannot set a "break" or "lunch break" in your hours of operation makes it so every day we operate there are missed chats due to our chat system saying we're "online" when we're actually out of office. Review collected by and hosted on G2.com.

That I do not have to be entering my password every time, and that I can open all applications from my freshdesk portal, I can synchronize my calendar and share a screen with hangout to support my clients without leaving my portal and Get access to myl files and attachments from Google Drive account. Review collected by and hosted on G2.com.

There are times when it delays the sending of mail and notifications, but in the end they always arrive. Otherwise, without problems, it is reported to the supplier and resolves soon. Out of that, without inconvenience Review collected by and hosted on G2.com.

I most enjoy the modern and efficient interface. Very little training necessary as things are where you would expect them to be, and there's not a lot of extra. Intuitive and concise is what I like. I also appreciate the ability to start a chat internally at the ticket level. This keeps troubleshooting focused, but allows for help. Review collected by and hosted on G2.com.

FreshDesk and FreshSales are not integrated. Could be an internal IT issue here, but if they had a universal authentication option, that would be great. Review collected by and hosted on G2.com.