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.

Superb centralised helpdesk for our IT Team, hugely customisable, and easy to setup and implement, with useful automations to streamline ticket creation and response and workflows. The additional of a mobile app that is clear and concise and easy to use is a fantastic addition. The Freshworks customer support and success team are approachable and respond in good time. Review collected by and hosted on G2.com.

For educational establishments it is expensive when moving to higher tiers, especially when some features could be of huge benefit and tiered to make more available. Review collected by and hosted on G2.com.

For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk. Review collected by and hosted on G2.com.

If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile. Review collected by and hosted on G2.com.

What I like best about Freshdesk is its intuitive interface, robust automation features, and seamless multichannel support that enhance customer service efficiency. Review collected by and hosted on G2.com.

I dislike that Freshdesk's advanced features can become costly and sometimes require a learning curve for full optimization. Review collected by and hosted on G2.com.

Good blend of features and relative simplicity Review collected by and hosted on G2.com.

We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.

Other issues:

- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.

- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk

- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.

- poor anti-spam tools Review collected by and hosted on G2.com.

I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster. Review collected by and hosted on G2.com.

Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once. Review collected by and hosted on G2.com.

I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.

What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.

Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.

Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.

I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.

The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.

Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage. Review collected by and hosted on G2.com.

There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.

For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.

lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication. Review collected by and hosted on G2.com.

I like how easy it is to manage customer queries in one place. The ticketing system is well organised and features like automation and canned responses save a lot of time. It’s also user friendly and helps handle multiple channel smoothly which made my work in Customer support much more efficient. Review collected by and hosted on G2.com.

Sometimes the interface can feel a bit slow, especially when handling multiple tickets at once. Also, some advance features and customisation are limited, unless you upgrade to higher plans, which can be a bit restrictive. Review collected by and hosted on G2.com.

One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.

The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.

There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.

We use Freshdesk in everyday life and wouldn't give it up so easily. Review collected by and hosted on G2.com.

The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases. Review collected by and hosted on G2.com.