I really like Freshdesk because it's simple and not super complicated to use, which has helped us tremendously. I find the analytics feature really beneficial from my perspective as a call center manager. It allows me to quickly see overall performance, know how many tickets we've received, how many we've resolved, and our average response and resolution times. It's also nice to be able to assign tickets to our agents. The initial setup was simple and went pretty smoothly, and I have no complaints about it. Review collected by and hosted on G2.com.

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I appreciate how Freshdesk is very usable and intuitive. It's great that both our customers and internal teams can use it without needing extensive training, thanks to its intuitive design. I also find the accessibility through email and the web portal really beneficial as it simplifies the process significantly. The setup was very simple and straightforward, which made the transition easier for us. Review collected by and hosted on G2.com.

One of the problems with Freshdesk is that it only supports one set of business hours, whereas we actually have four teams spread across different business hours and have different SLA business hours for different customers. Review collected by and hosted on G2.com.

Freshdesk has allowed my team to keep a track of all the user queries, reply to them easily, simply integrate with any of my ticket management tools, and several other benefits on a daily basis. It is easier to introduce and implement in any corporate customer support setting. Review collected by and hosted on G2.com.

The user experience can feel a bit complicated in terms of applying filters, tagging the tickets and finding historical data based on keywords. Review collected by and hosted on G2.com.

I like most the chatbot features in Freshdesk, which help automate tasks. It allows me to handle day-to-day questions that customers may have more efficiently by putting them into a chatbot workflow, which facilitates self-service. This automation significantly reduces the workload, as I believe it cuts down half of the job I would have to do manually. Also, setting up Freshdesk was very easy. Review collected by and hosted on G2.com.

I think, well, we could improve the Freddie AI as a copilot for agents. Review collected by and hosted on G2.com.

Freshdesk has streamlined our business operations and the management of customer inquiries and requests. A shared inbox that integrates with email and Facebook, along with all the additional ticketing features, has made the work of our customer support team much easier. Review collected by and hosted on G2.com.

Perhaps the lack of Instagram integration. Review collected by and hosted on G2.com.

Freshdesk is easy to use and has extensive tutorials that help you though it. You have a lot of options for automations and settings to really customize your own experience. Review collected by and hosted on G2.com.

Some small quality of life features are missing, like for example the option to delete attachments. Review collected by and hosted on G2.com.

The simple way Freshdesk handles tickets and tracks customer conversations makes it very comfortable to use. Features like smart assignment, a clean dashboard, and easy integrations genuinely cut down on manual effort and help the team respond more quickly. Review collected by and hosted on G2.com.

Few options takes a extra clicks to find, especially in settings. Nothing major minor UI Improvements. Review collected by and hosted on G2.com.

I like that Freshdesk allows a team of multiple people to have access to issue resolution via the ticketing system. It helps to manage candidate communication and handle a high volume of repeat questions from candidates. The ticketing system is great for consolidating work, enabling a team of 5 to share and distribute tasks without clogging email inboxes. Review collected by and hosted on G2.com.

No integration with our ATS so ticketed conversations don't carry over to the system. Review collected by and hosted on G2.com.

What I like most about Freshdesk is how easy it makes it to manage tickets across email, chat, and social media without having to switch between different tools. Everything stays organized, which helps me keep track of conversations and follow up more smoothly. Review collected by and hosted on G2.com.

The mobile app works fine for basic tasks but handling complex tickets on it isnt always smooth. Review collected by and hosted on G2.com.

Freshdesk offers an intuitive interface and excellent api support, making it easy to integrate with other tools in our workflow. I really like how customizable the automation and workflows are from ticket routing to SLA setup, everything can be tailored to fit our exact needs. the ability to connect with Slack, Jira and CRM tools save tons of time for our support team. Review collected by and hosted on G2.com.

The reporting and analytics section could be more flexible, especially when creating custom dashboards. Some integration require higher tier plans, which can be limiting for smaller teams. Also the mobile app feels slightly less responsive compared to the web version. Review collected by and hosted on G2.com.