Freshdesk Gmail Gadget for G Suite Reviews & Product Details

The best part of using Freshdesk and the Gmail integration is being able to reply and work on tickets through my Gmail interface. I have to send a lot of emails out of my Gmail, so using the Freshdesk integration is super nice! I love how this gadget helps tie all the communications and tickets from different contacts all in one place so I can get information on a communication I might have missed that will help me reply. Overall the best thing about this software is how it keeps all our ticket communications in one place, so we don't have to hop around a million applications to track down what happened. Review collected by and hosted on G2.com.

A disadvantage that I have noticed is you can only Cc additional people on a ticket or forward them the ticket, so you can't direct message the ticket to someone that the original sender Cc'd. This can be frustrating when a client just wanted to introduce someone else to us, and then the client is included in every communication after that. Beyond that, we are still learning all the integrations Freshdesk allows, and we've been very impressed! Review collected by and hosted on G2.com.

This is an overall good software. It is easy to connect to things, like your email. It is great to see what is going on in real time, to see and have that control and exact knowledge. You can also set up good practices and limitations for certain employees. Review collected by and hosted on G2.com.

It has some connectivity issues; some call problems at times, which is like most software at times. The reporting capabilities also need to be revised to be better. Review collected by and hosted on G2.com.

What I like best is the ability to have all issues and or tasks in one place. It allows for a workday to be more structured, for communication to be more centralized and for greater productivity. The way in which tasks fall into response times prevents anything from falling off of a radar and the reminders are more than helpful. Review collected by and hosted on G2.com.

I dont like the way in which old task managers stay on your account. Sometimes it can confuse clients when the name attached to a response is from a former employee. If it were easier to remove past employees so that responses are more updated, that would be a great help. Review collected by and hosted on G2.com.

Freshdesk seems to be intended for support for software companies, not consumer products. Therefore, it is very biased towards a semi-technical user base. For example, for a customer to get support, they must click the button that says "create a ticket". In the software world, that is very clear language, however, it confuses non-technical users (in my world, the ones most likely to require support). It would be more general to have the button say something like "contact us" for example. I have had a lot of negative feedback from my customers since they didn't know where to start, which often results in a phone call that is much less effective and considerably more costly. Moreover, the Freshdesk system prefers to have customers create an account before submitting a ticket. That is a considerable amount to ask of customers who are just looking for a solution. Since I allow customers to create a ticket without explicitly creating an account, Freshdesk assumes the customer name to be the first part of their email address - which makes for very impersonal initial responses. Editing the customer name requires an amazing number of steps. There are many other similar issues with Freshdesk that I have reported to Freshdesk and they have promised to respond, but that was many months ago now - which makes me think they are having a hard time managing support using their own tool. Review collected by and hosted on G2.com.

Freshdesk is a practical solution, but it is not without issues. I suspect the same could be said of any support solution, so for the price, Freshdesk is a reasonable choice. Freshdesk appears to be a relatively young company with potential for great change. If they are successful, it will be great to grow with them, but the decision is not without risk. Review collected by and hosted on G2.com.

With this application, I can have better tracking in the control of incidents without having to leave aside the use of my Gmail email. I love it because it generates a business domain, giving formality to this area in addition to showing each ticket in an organized manner. This allows locating any information without loss of time and sharing it with any team member, streamlining the response to the client and achieving customer satisfaction in less time thanks to the establishment of due dates once the ticket is generated. It does not require download processes and favors large-scale effective attention to customers and suppliers. Review collected by and hosted on G2.com.

Its only disadvantage is that it requires the use of the internet to receive a ticket, but this is something that cannot be solved. It is an excellent platform that speeds up the timely response, avoiding wasting time. Review collected by and hosted on G2.com.

I love the versatility of this application and the organization in the event log can be grouped in the same panel also easy to adjust to email Gmail for my work in the area of ​​Sales and Marketing caters personalized each situation presented by the use of services being this aspect of vital importance that has helped considerably in keeping the client satisfied in less time. Review collected by and hosted on G2.com.

It is a fairly complete and functional software in the reception, organization and tracking of incidents works great in the efficient response to the client, guarantees your satisfaction. Review collected by and hosted on G2.com.

The easy way to create canned response and check the tickets Review collected by and hosted on G2.com.

The writing email is not user friendly, the caps, bold, italic etc Review collected by and hosted on G2.com.

I like how each email for each person is organized into very neat and identifiable categories and that each email is highly accessible. The search engine is also highly effective at finding specific emails. Review collected by and hosted on G2.com.

The only thing I really dislike about this email extension product is that the site runs a little slow. However, this may be due to the fact that our business has a lot of emails to sort through. Review collected by and hosted on G2.com.

This application is great to carry a technical support with daily results keeping track of the incidents reported by customers or other people, giving them timely responses to each request, this being very important for any organization, has a well-explained directory where you can visualize the required information, has a chat to solve the concerns that may be in the application. Review collected by and hosted on G2.com.

Offers a panel of pending tasks where you can add all the information that is to be made as a reminder, can be seen once entered the application, has forums where you can discuss a specific issue in improving each situation, is light does not affect at all the operation of my machine, applicable to any equipment either mobile or fixed. Review collected by and hosted on G2.com.

Allows you and your users to seamlessly connect to Freshdesk through your company's G Suite account. I no longer have to remember another username and password, or navigate to our support site, but can seamlessly integrate into my standard email use (which is almost always on one of my screens) Review collected by and hosted on G2.com.

Nothing that I experienced so far. Obviously, if you are not a G Suite user, or Freshdesk user it will be utterly useless, but for those already using these tools, it works well. Review collected by and hosted on G2.com.