We switched to FresDesk as an alternative to FogBugz (for ticketing), and were pretty pleased initially. The cost seemed reasonable and it provided a lot of good functionality.
We weren't too crazy about the interface, but overall it did the job and offered Review collected by and hosted on G2.com.
After using Freshdesk for 3+ years, we are all very displeased with it. Every single support agent using the system dislikes it.
The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary.
Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use. Review collected by and hosted on G2.com.
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3,131 out of 3,132 Total Reviews for Freshdesk
Overall Review Sentiment for Freshdesk
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This is the most basic helpdesk software and can do only the most basic things right. However for that price point, it should be doing much more than the basics. Review collected by and hosted on G2.com.
We recently had the opportunity to use Freshdesk for our company's customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus.
The setup process was another area where Freshdesk fell short. It was supposed to be straightforward, but we encountered numerous issues, leading to delays in deployment. The customization options, which were a selling point for us, turned out to be quite limited and didn't allow us to tailor the experience as much as we needed.
Customer service was another letdown. When we reached out for support, responses were slow, and on several occasions, the solutions provided did not resolve our issues. It felt as though their support team was not adequately trained on their own product.
Moreover, the integration with other tools was problematic. Despite claims of seamless integration with a wide range of apps and services, we faced constant glitches and data synchronization issues that hampered our workflow.
The pricing structure of Freshdesk also leaves much to be desired. While it appears competitive at first glance, the cost quickly adds up as you add essential features that are surprisingly considered add-ons. This felt misleading and contributed to our overall frustration with the product.
In conclusion, our experience with Freshdesk was disappointing. The software did not meet our expectations in terms of usability, support, integration, and pricing. We've since moved on to another solution that better fits our needs. I hope this review helps others make a more informed decision. Review collected by and hosted on G2.com.
Freshdesk has delivered a tremendous amount of functionality and features with a small price tag. Features such as canned responses or the AI powered "thank you detector" allow support agents to focus on solving customer problems rather than spending time doing administrative work. Additionally, robust automations and simple, yet effective tools such as ticket forms, ticket templates and scenario automations improve our resolution times and customer satisfaction. Freshdesk also has great training materials available for admins and agents, which made our initial setup significantly easier and faster. Finally, Freshdesk's API and integration tools make it very simple to build or connect apps to bring additional value to agents and customers alike. Review collected by and hosted on G2.com.
Freshdesk could do better with documentation. I've had a number of times when I've discovered inaccurate or outdated solution articles and have not been able to answer my questions by reading documentation. Review collected by and hosted on G2.com.
We have used Freshdesks for a couple of years to handle all of our support tickets, and are very pleased with the results. It is priced very competitively considering the features it comes with and was very quick to implement. We recieve a lot of repetitive tickets, which can be handled with a combination of canned responses, scenarios and other automation features. There is also an in-depth analytics system, which allows us to track recurring tickets and monitor patterns on platform usage. Review collected by and hosted on G2.com.
Whilst the pricing is competitive, we find the number of users allowed on our pricing tier to be quite limited. This means we cannot setup as many accounts as we'd like and sometimes login credentials have to be shared, particularly when staff are on annual leave or away sick. We have also found the mobile version of Freshdesk to be somewhat limited, not offering the full suite of features that the desktop version provides. Review collected by and hosted on G2.com.
The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything. Review collected by and hosted on G2.com.
Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved. Review collected by and hosted on G2.com.
Freshdesk is very easy to use and configure and you can begin accepting tickets from your customers quite quickly after purchasing or starting a trial. Since Freshdesk is a cloud based solution, there are no hardware implementation requirements to budget for. We were easily able to integrate with our existing Office 365 mailboxes to recieve and respond to tickets through integrations included with Freshdesk, which made the process very easy.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered. Review collected by and hosted on G2.com.
Freshdesk can be a bit pricey when compared to it's competitors, however the integration with our Freshsales CRM outweighs the benefits of attempting to make an implementation of an alternative customer service platform work for us. Review collected by and hosted on G2.com.
We are currently on the entry tier so the price is very budget-friendly for us as a nonprofit company, and FreshDesk gave us a nonprofit discount. The GUI is very intuitive for us as help desk agents and submitting tickets is very easy. We have many instances of FreshDesk within our organization, so it is nice that all the help desks have a consistent experience. At the higher tiers, you can get access to plugins and FreshDesk allowed me to use the API from a higher tier when I was importing tickets from another system. I couldn't ask for anything better than this. Review collected by and hosted on G2.com.
There aren't very many things that I dislike about FreshDesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that the take security very seriously, so it's difficult to fault them for this. I just with it was handled a little differently. Review collected by and hosted on G2.com.
So easy to use, and so efficient, categorizing requests and creating lists is so quick, and collaborating with team members is instant. Review collected by and hosted on G2.com.
I would like creating new forms to be easier. Review collected by and hosted on G2.com.
This is simple and user-friendly. It was also very easy to integrate with our internal tools. Review collected by and hosted on G2.com.
It has limitations in Analytics. When exporting data, it only allows you to do it in PDF and not in Excel. Also, every time I select any parameter in my custom dashboard, it always asks to save the settings. If not saved and we export it, it shares the old data and not the one I have selected. Review collected by and hosted on G2.com.
It helps us manage a large number of emails coming into the organisation quite easily.
Implementation was easy, but some of the training was not at the right level.
Customer support has been quite variable, sometimes people respond and get the problem solved very quickly, and other times it has included multiple people and taken more time than I expected.
I am using the product somewhere between monthly and weekly depending on what the team needs but it is used by the team daily.
There are a large number of features that we do use but I am not sure we are using the full potential of the product.
We have tried to integrate this with some of our processes and it has not been easy as the API documentation is not always clear enough and we need to connect some systems only via APIs that are not quite compatible. Review collected by and hosted on G2.com.
Freshdesk is big.
We have had to stop our customers sending emails to multiple FreshDesk mailboxes as they would create multiple dupliate tickets assigned to different teams. We have not found simple solutions for this. Another group of users want no acknowledgements and while we have not implemented this yet it will be more work. Review collected by and hosted on G2.com.
As a website builder and a webhosting company freshdesk fills in the gaps that other software we need to use does not so it has many plus sided but its not totally complete even if you upgrade to the growth package. One good thing is that you get a full customer portal which is something other leading software do not. Havind a dedicated portal for tickets helps clients use find and go back to ticket when needed. Review collected by and hosted on G2.com.
The price and the fact that you cannot pay with anything else but your bank card - it limits those of us who live in a different country. Review collected by and hosted on G2.com.
Freshdesk est vraiment très facile à prendre en main. En 3 semaines, on est totalement onboardé dans un espace de production qui correspond à nos besoins et selon nos process.
C'est de loin la plus user friendly que j'ai eu à utiliser jusqu'a présent. Review collected by and hosted on G2.com.
Il n'y a pas vraiment de point que je n'aime pas tellement, l'outil est plein de fonctionnalités utiles et accessible à un prix convenable.
Par contre le bot est un peu plus long à déployer et moins intuitif que le reste. Un minimum de compréhension de langages informatique est nécessaire pour cela. Review collected by and hosted on G2.com.
canned responses to email customers, ticket generation and disposition options, helps us to maintain customer data by searching with any jey words notes mobile number email Review collected by and hosted on G2.com.
sometimes multiple tickets get generated where a single ticket should be generated Review collected by and hosted on G2.com.
The UI is very fast, reliable and easy to use.
Even a novice can start using this tool with limited/no training
Freshdesk offers a user-friendly interface that makes it easy for both agents and customers to navigate. Review collected by and hosted on G2.com.
Nothing in specific. If there can be additional benefits on the garden plan it would be great.
The pricing can be a little lower so that every small companies, startups can use it. Review collected by and hosted on G2.com.
I use it every day and the portal is easy to navigate. It's well implemented and integrated with other Fresh services as well, so that's super neat. Customer support has been great as well. Lots of useful features too! Review collected by and hosted on G2.com.
Some of the menu items can be a bit more confusion and not as self-explanatory as others if you are not familiar with the service. Review collected by and hosted on G2.com.
It helps in managing a huge number of tickets minimising the problems faced while providing customer support. It is also easy to use with a user friendly interface. Review collected by and hosted on G2.com.
As Freshdesk is a cloud-based platform. The reliability of internet connection for access limits its usage Review collected by and hosted on G2.com.
The support team helps every step of the way, with quick and objective answers to all our questions. It's an intuitive and easy-to-learn CRM. It's very easy to integrate. Review collected by and hosted on G2.com.
There are some limitations to customization. Review collected by and hosted on G2.com.
Freshdesk is an absolute game-changer in the realm of customer support platforms! From the moment I started using it, I was swept off my feet by its incredible user-friendliness. The interface is a marvel—intuitive, sleek, and delightfully easy to navigate.
What truly sets Freshdesk apart is its seamless integration of powerful features with simplicity. It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows.
The cherry on top? The versatility! Whether it's email, live chat, phone support, or social media—Freshdesk brings everything together into one unified hub. It's like a superhero cape for customer service teams, empowering us to tackle any challenge with grace and efficiency.
The level of customization is mind-blowing. I could tailor everything to suit our specific needs—from automating repetitive tasks to creating personalized templates that reflect our brand's identity. And let's not forget the analytics and reporting tools—insightful and actionable data at our fingertips, helping us make informed decisions and continuously improve our service standards.
But above all, it's the impeccable customer support from Freshdesk that truly shines. Their own customer service embodies the excellence they advocate. Any question or concern I had was met with a swift, friendly, and knowledgeable response—a testament to their dedication to ensuring their users' success.
In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough! Review collected by and hosted on G2.com.
Ticket History Group or team wise "How many hours was taken from the team to push to other team Review collected by and hosted on G2.com.
I like the customization of the helpdesk dashboard, ease of use, and minimalist interface and the loadtime is considerably fast. Review collected by and hosted on G2.com.
I don't like that the scenario automations doesn't always work. I would like the same scenarios to display on every dashboard and give every agent access to the same canned responses. The analytics is a little bit of a steep learning curve. Review collected by and hosted on G2.com.
nothing, they have i ncreased pricing, downgraded features. Review collected by and hosted on G2.com.
Their business and billing practices. They promised an upgraded experience and 1 year later it never happened so we cancelled fresh chat, and then were promised the use of Freddy AI inssights under the Enterprose plan using Freshdeck. We renewed, they added 2 more users to our plan we caught and inquired. They responded with "Hi kevin,
I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating??? Review collected by and hosted on G2.com.
Its super user friendly! I used it daily and multiple times a day for commutation with our customers.
Has a nice way to communicate and track with your customers, and communication is saved for years! Review collected by and hosted on G2.com.
Sometimes the page gets stuck on a ticket. Have made multiple attempts to fix the issue on our end but upon further communication with a Freshdesk agent it is an issue on their end. Review collected by and hosted on G2.com.
I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts. Review collected by and hosted on G2.com.
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect. Review collected by and hosted on G2.com.
The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre. Review collected by and hosted on G2.com.
Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another.
It doesn't spell check your work, so you have to be accurate with spelling. Review collected by and hosted on G2.com.
What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience. Review collected by and hosted on G2.com.
To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon. Review collected by and hosted on G2.com.
