Freshdesk Reviews

by Space Champ

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 Freshdesk from a notification, my tickets no longer show how many tickets I have open anywhere in Freshdesk , 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, Freshdesk 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 this app 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.

by L44la

We have been using this app 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.

by Digitaladdict.org

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 Freshdesk . 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....

by Gibs210

I can’t scroll through reply messages anymore since the latest update, and I have trouble selecting email contacts from my list when forwarding (I type in the first 3 letters or their address, but have to tap on the suggested address 5 to 10 times before it will select it). Also seems that I can’t close emails that are labeled as spam anymore either. It just won’t let me do anything to these messages.

by Piza305

I’ve had a “ticket” in with this app’s support team for a month now waiting for them to patch their app which won’t even allow you to reply to tickets to let users know the status of their issue. This is absolutely ridiculous. If the issue isn’t solved soon we will be looking into a different support software for our IT team. Incredibly poor quality app.
Edit: this issue had been fixed after about 2 months of waiting. Freshdesk works pretty well now, but I’m only giving it 3 stars because of the slow response time.

by Felipe Monteiro F/ Brazil

- It was easier to access tickets list on the old version. It is more flat and fit more items on the screen. The cards are beautiful, but the usability is worst.

- Answer editor is not working properly with HTML. When you type it looks fine, but the email goes with no blank lines (this is the main reason Im still using the legacy version). The font is also a little strange. The Editor of the old edition is perfect. Please match.

- On the side menu, you could put the quantity of tickets of each filter. Also, it would be great if you add some more filters

- A plus would be making it possible to choose on what browser you want to open the links on the tickets.

- Make it possible to copy a costumer email straight from the tickets header

Thank you. Keep up the great job. I know you are still working on it and I will comeback to change for 5 stars when I see some other improvements.

by Antoinebugleboy

When you enter a link to a KB article, the link is pasted to the bottom below the signature file instead of inline with the text where the cursor is.

Then when you try to copy and paste the link, the option to copy the link isn’t available. You have to remove the link then copy and paste the text where you want it.

Please fix it so the article link is pasted where the cursor is, and allow us to copy and move the link.

by Borgs74

It’s nice to have a mobile version of this app. My only complaint is not being able to click a contact’s phone number to start a call. I believe this was an option in a early version of the mobile app. Would be very handy to have that feature again.

Thanks

by Shadokast

This support desk is invaluable to the companies I collaborate with and a much better offering than Salesforce. One huge feature gap for me is the ability to log onto multiple accounts at one time and receive notifications from more than one company. I don't want to carry two phones for the ability to have two accounts with notifications. Please consider developing this!

by Daniel In ATX

My number 1 request would be an ability to limit alerts to “working hours”. Weekends would be better if I wasn’t getting alerts about new tickets. Second request would be having the dashboard added to Freshdesk . Otherwise Freshdesk works well, keep up the great work.

by Mattr2

Love Freshdesk . Very helpful for our agents to quickly reply. The one problem is, if you use a vanity helpdesk URL, the new links will not open Freshdesk . In short, you can’t directly link into Freshdesk any longer with to-agent emails.

There’s a fairly easy fix, but it’s doesn’t appear to be important to this app. All you need to do is have two sets of system generated urls. One for customers (vanity) and one smart tag (legacy) for agents.

That’s why I give it 4 stars instead of 5.

by Mikemee-x

Update: Reply started working again a couple of days later. Not sure if there was a new release or ... but it’s back to how it used to be. So, back to 4 stars from 1.

Original: Freshdesk updated two days ago and now I can’t reply to any tickets. I can see them, add a note and forward them, but the option to Reply is hiding somewhere beyond my abilities to find it.

Please restore this most critical feature!

by Etheridgej

I like what 5.0 is trying to do, there are some issues with the responses appear and Freshdesk crashes every time you reply to a ticket is annoying. However the new UI is much better in my opinion!

Update: The latest updates addressed errors originally released with 5.0. The search function is still a bit quirky but Freshdesk is on the right path.

by PressF2forSetup

App should have features in web version, such as reports and settings areas - these are missing entirely from the mobile app.

Freshdesk could be so much better for mobile users - which it is built for but is scaled down to the functionality of a Tier 1 CRM app in terms of functionality.

You can: Create a ticket, look up a ticket, edit a ticket (needs reorganization to bring group/user fields next to each other) — but that’s about it. This hardship has bestowed frustration among the people in my land. I cannot silence them much longer!!

They rant about how power-users, those who heavily rely on your system in the office also need to have the same feature set and functionality on the go!! Where, oh where, are the reports and settings?! 🥺😭

——Please Help!

P.S. - I also wanted to thank all those involved in creating the mobile app!! Fresh is so much better than our previous CRM. Unbelievably better. Our staff utilization rate is amazing — which shows that our employees feel the same!

Remarkably, our company has become more efficient while generating more operational data than ever before. It’s a VP’s dream...

Until next time,

Timothy, VP Operations for TC/LLC

by Poohpaybear

For the last year they’ve been trying to push the MINT interface down our throats. Now they’re about to finally enforce it. With the latest update to bring Freshdesk to the Mint interface, the load time is drastically increased. I wonder if this is an agenda to decrease the load on their servers?
Take away the silly animation and make Freshdesk load fast like it used to!

by Charhall

this app is everything you need, whether large or small, and extremely customizable to fit most every type of business. Freshdesk makes it extremely easy to monitor and respond to tickets even when away from my computer. I could not be happier with this product.

by Micahbpro

On the old version which I had yesterday, it allowed me to click on the 3-dot menu on the top right of a ticket and click the share button but on the updated version, the share button has disappeared. I used this everyday. Please bring back!!!

by AphroditeMom

I work in this app ticketing all day long, every day, and it is very well created! I have used several other ticketing systems before, and love the flexibility to customize this app the way I need it. My favorite part is automatically creating tickets from emails receive by my users. I love that I can not only work tickets from my desktop, but also from my phone via this great app! Thank you this app!

by WizzlePro

After using this app for over a year I’ve been using Freshdesk regularly from my mobile devices to respond to tickets. After last weeks update typing a response is no longer possible. There is a glitch not allowing me to type or a send button doesn’t appear either. This is unacceptable. I’ve login in and out multiples and even deleted and reinstalled Freshdesk to no avail. Dev please get this fix ASAP.

by NewYawkSeahawk

I’ve ever written a review on an app in my long history of a iPhone user but this new version of this app is horrible. When it updated on my phone I was excited because first glance it looked visually better but as others have pointed out it’s buggy, unstable and html emails get cut off making them unreadable which is a problem since we respond to several off hours emails directly from Freshdesk . I emailed customer support and they didn’t seem to know what I was talking about, which was very disappointing. Not so happy right now as I can’t respond to any customers who use any of our web forms which are generated via HTML

by Mte27

Freshdesk already wasn’t working well with iOS and now with iOS 13.1.2 it really is terrible. You can’t attach files that aren’t images, meaning you can’t attach documents to tickets. There are all types of formatting issues within the body of the email. The notifications are on delay by sometimes more than a day. I hope that you can deliver a better app experience in the future as it is hard to work with Freshdesk at this point. It is very unreliable and is more of an annoyance than a useful tool at this point.

by Bluelightning1224

I wish I had never let Freshdesk get updated to the recent version. It is just frustrating to use, takes long to load, too many crashes. The old version of Freshdesk and website were far superior in performance and reliability

Update April 30: Can we PLEASE fix Freshdesk??? It crashes every single time I close a ticket and it is just generally very poor in performance since the new UI update

by JIBL1000

this app finally fixed some serious issues on iPhone X! Thanks, folks!

One remaining issue is if you reply, the cursor appears at the top left of the auto inserted greeting, this should be fixed, but the huge pain in the rear this used to be has been largely fixed.

by Xtimothyl

App should have features in web version, such as reports and settings areas - these are missing entirely from the mobile app.

Freshdesk could be so much better for mobile users - which it is built for but is scaled down to the functionality of a Tier 1 CRM app in terms of functionality.

You can: Create a ticket, look up a ticket, edit a ticket (needs reorganization to bring group/user fields next to each other) — but that’s about it. This hardship has bestowed frustration among the people in my land. I cannot silence them much longer!!

They rant about how power-users, those who heavily rely on your system in the office also need to have the same feature set and functionality on the go!! Where, oh where, are the reports and settings?! 🥺😭

——Please Help!

P.S. - I also wanted to thank all those involved in creating the mobile app!! Fresh is so much better than our previous CRM. Unbelievably better. Our staff utilization rate is amazing — which shows that our employees feel the same!

Remarkably, our company has become more efficient while generating more operational data than ever before. It’s a VP’s dream...

Until next time,

Timothy, VP Operations for TC/LLC

by Rakeem29

Freshdesk works well, one feature I think would be beneficial to have is the ability to bulk manage tickets, either bulk delete, or bulk mark as spam. Something like that would be great. It’s not great if you have a lot of tickets to catch up on.