Freshdesk has honestly been a game-changer for our team. Before we started using it, our support was a mess of emails, chats, and sticky notes. It pulled everything into one place and instantly made us faster. The interface is clean, so new hires pick it up immediately. The automations do a lot of the heavy lifting for us, which means we spend less time sorting tickets and more time actually helping customers. Review collected by and hosted on G2.com.

My one big gripe is the Customer Satisfaction (CSAT) reporting. It’s great that it collects the ratings, but trying to figure out which specific ticket a customer was rating is a huge pain. You can technically find it, but the process is completely unintuitive. It feels like you have to dig around in the dark just to see why someone gave you a bad score. Review collected by and hosted on G2.com.