Keeping tabs on the individual enquiries and making them visible for our support staff to follow up on by allowing us to filter by open tickets first. The canned responses save a lot of repeat data entry. Review collected by and hosted on G2.com.

The new contact panel is much more unintuitive than the previous one. It has increased double data handling, which means our staff have to copy contact details into another text editor instead of being able to pull the info directly out of the current email/enquiry, like the old contact system used to let us do. Freshdesk support say they can’t change it and that I have to get used to it.

Another issue is that some data fields don’t display until other fields have some kind of input. For example, when creating or assigning a new contact, the name field doesn’t show up until there is some data entered in the mobile phone field. This means that entering contacts without mobile phone numbers takes more clicks and more time than it should.

I’m also unable to reply to just one person within a case thread that has many recipients. If that particular person replies separately without the other contacts included, I still have to split the reply out just to respond to a single person. Review collected by and hosted on G2.com.