What do users say about Freshdesk?

What I like most about Freshdesk is that we can use it as a centralized wiki and file-sharing platform for participants. Review collected by and hosted on G2.com.

The integration between Outlook and Freshdesk could be better. As a product manager, I mainly work in Outlook rather than directly in Freshdesk. Switching between the two systems is not always convenient, and a more seamless integration would make it easier to follow customer support conversations. Review collected by and hosted on G2.com.

For a scalable product and a better customer experience, this is one of the best products. The automation also helps a lot by handling maximum queries with fewer resources. Review collected by and hosted on G2.com.

Freshdesk should improve the Analytics section so it’s more accurate and easier to create reports for clients. In the current flow, it feels overly complex when trying to build and generate the data. Review collected by and hosted on G2.com.

We use Freshdesk for IT support across a few of our locations. Before this we were basically tracking things in email, so it’s been a big upgrade. Tickets don’t get lost anymore and we reply a lot faster. Review collected by and hosted on G2.com.

One limitation I have noticed with Freshdesk some advanced customizations, reporting, and automation features can become complex, and certain capabilities are only available in higher-tier plans, which may increase costs as organizations scale. Review collected by and hosted on G2.com.

Reliability - very little down time overall.

UI - easy to navigate ticket list screen & individual ticket screen. Add & save filters on ticket list screen. Automation set up is easy to do. Review collected by and hosted on G2.com.

Email notifications go to all users on the ticket not just user in the last reply. Groups are a list of agents that have access to the group. For us this is not the agents that part of the group. Would like to see a separation. Many of our agent have access to other group tickets. Review collected by and hosted on G2.com.

I use Freshdesk to raise tickets and assign work automatically within the team, which improves our productivity and performance. I like how easy it is to turn emails into tickets and have them assigned to the right person. SLA tracking helps us stay on top of response times, and the dashboard gives us a clear view of open and pending tickets so nothing gets missed. The initial setup was easy, and the Freshdesk team supported us with it. Review collected by and hosted on G2.com.

I wish Freshdesk had a built-in approval flow for tickets that need sign-off, and OCR to read attachments like invoices and documents so I could capture data without manual entry. Review collected by and hosted on G2.com.

I like Freshdesk’s chatbot for handling routine queries and self-service requests automatically, and I like that it can pass a query to a manual agent when needed. I can also add video tutorials to help users when they get stuck. The chat and email CRM bring customer information and conversations together, give agents a 360-degree view, and help them keep track of parallel conversations. I value the reports that let us review agent performance and user concerns, along with the omnichannel support for WhatsApp, in-app chat, and email. The automation helps us structure our support process and reduce response and resolution times, which has helped improve our CSAT. Setup was pretty easy, and the documented steps helped our team get Freshdesk set up smoothly. I also find the customizable reports and the value for money appealing. Review collected by and hosted on G2.com.

I think creating chatbot flows could be a bit easier, along with some of the advanced automation. The rest of Freshdesk is pretty solid. Review collected by and hosted on G2.com.

One of the biggest advantages of using Fresh works is its user-friendly and intuitive interface, which makes it easy to navigate while handling calls. It allows agents to create and track tickets efficiently, route concerns to the appropriate department, and provide guests with real-time updates during the same interaction. Fresh works also centralizes customer information, improves follow-up tracking, enhances team collaboration, and helps ensure issues are resolved in a timely manner, leading to a better customer experience and increased productivity. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

What I love most about Freshdesk is how easy it is to use and understand its features. It makes it easier for me to manage tickets and measure that management, and I can create custom dashboards with information from tickets and the help center. This way, I can understand what users are curious about and interested in, and have more information for internal management. It's also easy for me to create help centers, either with HTML code or directly in the tool, and add tags and SEO so customers can find the information. I can include images, videos, and tables to make the information more attractive. Satisfaction surveys and the knowledge base also help me share solutions with customers. Review collected by and hosted on G2.com.

The information takes 45 minutes to update on the dashboards. Review collected by and hosted on G2.com.

What I like most about Freshdesk is that it’s easy to use and helps keep everything organized. I can easily track customer tickets, reply to questions, and manage requests in one place. It saves time and makes daily work easier. The layout is simple, and I can find what I need without much trouble. Review collected by and hosted on G2.com.

One thing I don’t like about Freshdesk is that it can be a little slow sometimes, especially when handling multiple tickets. Some features are also confusing at first, and it takes time to learn how to use them. I also wish more features were included in the basic plan. Review collected by and hosted on G2.com.

Freshdesk is easy for us to use. It allows staff to report issues, and agents can respond, track progress, and collect info all from within the Freshdesk interface. It streamlines the process of managing multiple agents working with multiple staff on multiple issues. Review collected by and hosted on G2.com.

The reports are a bit clunky to use. They are a bit confusing and could be more intuitive. The interface for searching and exporting ticket history could also be improved so that it is clearer. Review collected by and hosted on G2.com.