G2

Verified User in Hospital & Health Care

Small-Business (50 or fewer emp.)

4/6/2023

"Intuitive and easy to navigate"

3.5/5

What do you like best about Freshdesk?

User-friendly interface: Freshdesk has a clean and intuitive interface that makes it easy to navigate and use, even for those who are new to help desk software.

Multi-channel support: Freshdesk offers support across multiple channels, including email, phone, chat, and social media, which helps to streamline customer communication and support processes.

Automation: Freshdesk offers a variety of automation features, including canned responses, workflows, and auto-assigning of tickets, which can help to reduce manual work and improve efficiency.

Reporting and analytics: Freshdesk provides customizable reporting and analytics tools, which allow you to track key metrics and gain insights into the performance of your customer support team.

Customization: Freshdesk is highly customizable, allowing you to tailor the platform to your specific needs and preferences. This includes customization of workflows, forms, and reports. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

While Freshdesk is a reliable and efficient help desk software, there are a few downsides to consider:

Limited customization options: While Freshdesk is highly customizable in terms of reporting and analytics, some users may find that the platform's customization options for the user interface and workflows are somewhat limited.

Price point: Freshdesk's pricing can be relatively high compared to other help desk software options on the market. While there is a free plan available, it comes with limited features and functionality.

Learning curve: While Freshdesk is generally user-friendly, there can be a bit of a learning curve when first getting started with the platform, particularly for those who are new to help desk software.

Overall, while there are some downsides to Freshdesk, I still believe it to be a strong choice for businesses looking for a reliable and efficient help desk software solution. Review collected by and hosted on G2.com.

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

Freshdesk is a really nifty help desk software that tackles a lot of the common customer support issues businesses face. For me, it's been a lifesaver in terms of streamlining communication with customers. All their inquiries and issues are centralized in one place, which is a huge relief when you're dealing with a lot of different channels.

Another thing I love about Freshdesk is how it automates a lot of the repetitive tasks that can bog down your support team. Canned responses, workflows, and ticket assignments all make things run a lot smoother and faster. Review collected by and hosted on G2.com.