I think it works best for support functions. It’s very easy to use, and I also rely on it for team automation, which has been very helpful for my team. At the moment, around 30% of emails are being auto-closed. daily very frequency closed nearly 3000 ticket Review collected by and hosted on G2.com.

I think it needs more AI tools for automation. It would also be beneficial to have a duplicate-ticket highlight feature, if possible, because it would help the team and reduce unnecessary time. Also, please try to reduce the price for small enterprise businesses. Review collected by and hosted on G2.com.

The customer tickets are handled in a nice journey through a wonderful UI with ease. Review collected by and hosted on G2.com.

Nothing yet. I feel any non technical person can use it. Review collected by and hosted on G2.com.

I like Freshdesk for its user-friendly way of organizing all our customer accounts and communications. It's helpful that we can search a building and see all tickets and communication regarding that one account in one place. Freshdesk also solved the problem of various agents accessing information at the same time, something we struggled with when using Gmail. Now, all our internal agents can quickly see communication with customers and among our team. The support from our onboarding rep during the initial setup was also very helpful. Review collected by and hosted on G2.com.

It needs spell check and an embedded feature to polish writing like AI does in Gmail. Review collected by and hosted on G2.com.

The canned response option and being able to integrate solutions from our website. Also it's visually organized and easy to manage tickets and keep track of their status. Review collected by and hosted on G2.com.

Some of the limitations you have if you're not an admin. I mean that is common for every program, but when it comes to canned responses, it's a tad annoying. You want to make sure everyone can see what you've created, or you want to be able to access other canned responses that an admin made and edit them, but can't. Review collected by and hosted on G2.com.

I like how Freshdesk lets us keep track of all tickets in an organized way, ensuring nothing falls through the cracks. I appreciate that you can customize it to know the status of each ticket and what needs following up on, which makes our ticket handling more effective. We solve tickets faster because we know what actions to take. The initial setup was easy. Review collected by and hosted on G2.com.

It would be great to have the ability to set tickets to open automatically at a specific time and date. This would make it easier to follow up in a timely manner. Right now, we need to go through each ticket to see if we have an update to share. Being able to open it at a specific time would save us time, as it would prompt us to check for updates. Review collected by and hosted on G2.com.

I use Freshdesk for work to communicate with customers on Facebook and WhatsApp in real-time, which is really handy. It solves the problem of engaging with multiple customers at the same time. I find it easy to use and recommend it to any business if I had the chance. I also appreciate being able to keep a record of previous conversations with customers and calls. When a customer contacts us, the system easily keeps up with customer records and connects them to a single ticket, allowing us to see their last conversation with us. The initial setup takes less than 20 minutes, which is great. Review collected by and hosted on G2.com.

There is nothing I can think of that I dislike Review collected by and hosted on G2.com.

I really like how intuitive and user-friendly Freshdesk is. It makes managing high volumes of customer conversations much more organized and efficient, especially with features like ticket automation, canned responses, and team collaboration tools. I also appreciate the reporting and analytics, which help us track performance and continuously improve our support workflows Review collected by and hosted on G2.com.

While Freshdesk is a powerful platform, some areas can feel a bit rigid or overly complex, especially when trying to customize workflows or automate more advanced processes. The interface can occasionally feel cluttered when managing a high volume of tickets, and certain features require multiple steps that could be more streamlined. Additionally, some reporting and customization options are limited unless you’re on higher-tier plans. Review collected by and hosted on G2.com.

Ease of use. I like the ability to customise the flow, as well as the grouping and importance of tickets. The reporting stats are very helpful, and the account management and support from the provider have been great. Overall, it’s flexibility in terms of how you can use it. Review collected by and hosted on G2.com.

Threaded conversations are often hidden and get missed. When we choose “Reply,” the message has to go back to the generator, which isn’t always what we want. Also, merging tickets tends to make the thread confusing and harder to follow. Review collected by and hosted on G2.com.

There is nothing to like with Freshdesk. They are not competent and do not provide any customer service. Dangerously over sold and unable to deliver. Review collected by and hosted on G2.com.

Freshdesk is the worst of the worst, they dont back up your data, have no contingency plan for data centre failure and then leave us hanging for 4+ days without any communications for our business. The level of incompetency is unreal. The worst support, zero accountability and not to be trusted. DO NOT GO WITH THIS COMPANY. Review collected by and hosted on G2.com.

It works very well for our comapny. We use it for both internal staff and external clients. The UX is very clear and in the past 3 years we have had no issues. Review collected by and hosted on G2.com.

I have no downside to comment on for what we use it for. Review collected by and hosted on G2.com.