The UI/UX is simple and intuitive, which makes it easy for agents to use. It also offers good value for money compared with other competitors, and it’s straightforward to set up automations and AI agents. Review collected by and hosted on G2.com.

There are limited filter options for incoming tickets, which makes it hard to see which tickets were received earliest. Also, there’s no option for AI agents to use the internal knowledge base within Freshdesk. For telephone support, we’re missing the ability to manage customer groups at the agent level. Right now, that’s only possible for a user with admin rights, but for a small company like ours it would be really helpful if agents could also manage their own call group settings. Review collected by and hosted on G2.com.