G2

AD

Verified User in Design

Mid-Market (51-1000 emp.)

8/19/2021

"New Features & Good Customer Support"

4/5

What do you like best about Freshdesk?

Omnichannel makes our workflow great! We can distribute the tickets very fast and fairly. Canned response and solutions search bar increase productivity. The ticket templates are very easy to create. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Freddy AI chatbot is difficult to understand. Creating a ticket after a custom flow needs API and if you are not an IT member you can face some difficulties to change settings. Review collected by and hosted on G2.com.

Recommendations to others considering Freshdesk:

I recommend Freshdesk strongly. However, if you think to use chat, call and desk together you should better use the omnichannel plan. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

We have control all over the tickets in terms of distribution, sharing, collaboration, response time, topics, tags, etc. Monitoring the agents is very easy. Reports and insights give us feedback in detail. Review collected by and hosted on G2.com.