I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things. Review collected by and hosted on G2.com.

What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.

I also feel that 14 days free trial is also limited experience to user. Review collected by and hosted on G2.com.

UI is really good. Least TCO compared to other softwares in the market Review collected by and hosted on G2.com.

Nothing to be disliked in freshdesk at all Review collected by and hosted on G2.com.

I love how everything can be tracked with Freshdesk, from email stamps to the first and last actions. This tracking ensures that nothing goes unnoticed. The feature where a response auto-opens the conversation to remind the agent of new activity is great. It really feels like a complete package. The initial setup was super easy, I'd rate it a 9 out of 10 in terms of ease. Review collected by and hosted on G2.com.

Sometimes, if someone responds to an email tracked through Freshdesk, it adds it as 'notified' rather than opening the ticket. This is really the only thing that doesn't work as well for me and could be improved. Review collected by and hosted on G2.com.

Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it. Review collected by and hosted on G2.com.

Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times. Review collected by and hosted on G2.com.

It is user friendly and easy to navigate Review collected by and hosted on G2.com.

There is always an error especially with getting phone calls. Review collected by and hosted on G2.com.

The options and flexibility it provides. It is intuitive and easy to use. Review collected by and hosted on G2.com.

There is nothing to dislike so far. Maybe more options for reports? Review collected by and hosted on G2.com.

Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us. Review collected by and hosted on G2.com.

I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating. Review collected by and hosted on G2.com.

It seems like their software is built with all kinds of companies in mind. This could be a good thing, but also a bad thing as it feels bloated and sometimes difficult to use as the add-ons and integrations require extra subscriptions and tech knowledge to integrate. Review collected by and hosted on G2.com.

Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together.

Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk. Review collected by and hosted on G2.com.

I use Freshdesk to manage customer support across multiple channels like email, chats, and messages, all from a single dashboard. I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations. The ability to manage tickets efficiently is also a big plus for me. Setting up Freshdesk was incredibly easy; I just had to add my work email, name, and it was ready to go. Review collected by and hosted on G2.com.

Freshdesk could improve its dashboard to be more user-friendly, especially regarding colors and design. Review collected by and hosted on G2.com.

I like the ease of management between users and agents that Freshdesk offers. The personalized portal for users to raise a ticket and report an incident really makes them feel more heard when doing so. Additionally, the initial setup of Freshdesk was very simple. Review collected by and hosted on G2.com.

Probably the management of user rating for the agent who handled the ticket is not well standardized or implemented. Review collected by and hosted on G2.com.