We've been using Freshdesk for over 3… We've been using Freshdesk for over 3 years now and it's been great. It really helps us manage the large volume of requests that we receive from our clients. My only recommendation would be around the Satisfaction Survey. When someone responds to the survey, the email we receive back doesn't note the piece of feedback that they gave us. It would be nice to get that feedback in the email notification.

Very bad customer service! I was very happy to receive email from CEO of freshdesk where he mentioned that i am able to reach their team who can do a free demonstration with me, But when i tried reaching them since after 1st March till 5th March they are not even answering me on call with a resolution. While talking to them on live chat they have transferred me to my account manage who i dont know even exist in this world or not but i have not found him every reached me. Frustrating!

Excellent tool for responding to users queries Following are excellent! The alerts that are received in the mailboxes of the team. The ability of any team member available respond to the ticket Provision for adding notes to each other within the team to keep track of the thread. Improvement suggestion: There is a limit on the number of agents. We know whom we can make an agent for our system. So why limit it?

The free version is awesome! I'm still on the free "sprout" version, but it's good enough that when our needs grow I'm pretty sure we'll upgrade! It was easy to start generating tickets, and there's lots of features we haven't scratched the surface of yet. Their support team is responsive and helpful, too!

They ignore emails, 9 days now on a support request I signed up for freshdesk a couple weeks ago. I went through the app features, read some documentation, then to finish setting up I emailed them some questions. That was 9 days ago. In that time I spoke with the chat within the app, they said someone will get back soon. 5 days ago the chat widget asked for a product demo, so I said ya that would be great, I'll just ask my questions then. They said someone will get back in 24 hours. That was 5 days ago and no response. I asked once again 2 days ago and yep you guessed it, no response again. Hard to trust helpdesk software that doesn't even give basic level customer support. I gave 2 stars instead of 1, because the UI was nice and it seems like the software would work, as long as you don't have any questions or want to customize something. I was set on freshdesk, but am not testing out a couple others (just googled "alternatives to freshdesk"). Truly unbelievable.