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I have never seen an app nose dive in quality in one update this hard. It opens up into notifications instead of my tickets like I didn’t go to the app from a notification, my tickets no longer show how many tickets I have open anywhere in the app, where it used to tell me how many tickets I have is replaced with some cutesy “that’s all folks!” which ontop of everything else just feels like it’s mocking me. The merge function is just... well non functional. Instead of pulling up the 20 odd tickets I have open to merge one it makes me search by either contact, subject, or the freaking ID# of the ticket???? Everything loads so much slower now, the app doesn’t even look good and I’m bringing all of this up at the next group meeting we have because even though we just started with Freshdesk this year the 5.0 update has left a terrible taste in my mouth over the entire system. Garbage redesign that just reeks of too many cooks in the kitchen.

We have been using freshdesk for a few months and it is a complete nuisance and has made our job more difficult instead of easier. When you open a new ticket for an existing account NONE of the fields are pre-filled, there is absolutely no mapping back to the account, so you have to enter all the customer info every-single-time. Tickets are not even automatically assigned to the person that created them, even that step is manual. The search is not very good so we end up constantly duplicating accounts. There is no really a way to log a second call under the same ticket. You can add comments, but there is no difference between a regular agent comment and lets say a follow up call by the customer. You basically have to spell it out. There is no way to link users to phone numbers instead of email, which would have worked so much better for our clients, the majority of which do not need or use email. Because its so time consuming our agents are often choosing not to open tickets at all, so we are loosing information.

If you are working with a small number of tickets (20 or less) you can use this. If you are trying to manage 30+ tickets, it is counter productive due to the lack of sorting by customer, inability to export (you can but it exports closed tickets too, and you cannot exclude them!), so you cant even export to Excel to re-sort. The software is obviously not used by their own staff! I have contacted their support a few times, and each time has been an utter waste. Issues: Search does not work consistently. If there are 5 words in the title, odds are only one is searchable. Unable to filter tickets on the app. Dumb! Search results include CLOSED items (You cannot change this!). Dumb! Uploading images from mobile app results in an HEIC file that cannot be opened. Dumb! Don’t even get me started on the Web Page version of this....