Freshdesk User Reviews

FRESHWORKS TECHNOLOGIES PRIVATE LIMITED

Top reviews

Most RecentHighest RatedLowest Rated

Can’t even reply to tickets (edit at bottom)

I’ve had a “ticket” in with Freshdesk’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. The app works pretty well now, but I’m only giving it 3 stars because of the slow response time.

Show less

piza305

6 years ago

Response from developer

Hello, We’ve rolled out a fix. Sorry to hear that you have been facing issues while replying. Please try using the latest version of the app and let us know if you’re still facing problems.

Step in the right direction

I like what 5.0 is trying to do, there are some issues with the responses appear and the app 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 the App is on the right path.

Show less

etheridgej

6 years ago

Response from developer

Hello, We’ve rolled out a fix for it. Sorry to hear that you have been facing issues while replying. Please try using the latest version of the app, and let us know at support@freshdesk.com if you’re still facing problems.

And I thought the website update was bad

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

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

Show less

bluelightning1224

6 years ago

Doesn’t work

Previous versions of the app while clunky actually worked. Current version fails to submit or update tickets. I constantly get an “Oops! The server is unable to process the current request. Please try again in a few minutes.”

Retrying doesn’t work, same message consistently pops up.

ChinaStu

6 years ago

Response from developer

Hello, Sorry to hear that you've faced issues with ticket updates. Please try using the latest version of the app. If you're still facing problems, feel free to write to us at support@freshdesk.com with the details of the issue.

Handy, but....

Handy app to have to monitor tickets while on the move, but when responding via email the response is sent and then the app crashes. Every. Single. Time.

iPhone 8 Plus on iOS 12.2

Spinal_Column

6 years ago

Response from developer

Hello, Sorry to hear that you have been facing issues while replying. We’ve rolled out a fix for it. Please try using the latest version of the app, and let us know at support@freshdesk.com if you’re still facing problems.

Junk

3rd icon on iPhone locks up app
No way to return to other menus
No way to mass filter tickets
2000 spam tickets because freshdesk has no spam protection on their account...

PeekMyster

6 years ago

Response from developer

Hello, Sorry to hear that you are facing issues with the app. You can set up filters and save them as views (on the web app). You can access these views on the mobile app. For each view, we now show the number of open tickets. Please visit https://support.freshdesk.com/support/solutions/articles/239858-how-to-protect-your-helpdesk-from-spam-attack (tinyurl.com/y5uvasb6) where we provide a few options for preventing spam. Please try using the latest version of the app, and let us know if you’re still facing problems.

Click phone number to make call

It’s nice to have a mobile version of FreshDesk. 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

Borgs74

6 years ago

Logged out automatically every day

Nearly every time I use the app I need to log in. Apparently I am the only one in the world experiencing this issue?
This has been an ongoing issue for over a year now!!!! Support cannot do anything about it.

Being a mobile App one would expect session information to be retained on the device.

Raimley

6 years ago

Response from developer

Hi Raimley We have rolled out updates to the app. Please install the latest version and let us know if you're still facing this issue. You can use the in-app feedback option or write to us at support@freshdesk.com Thanks!

Unusable when you need the most

Ticket conversations jumping up and down on the screen which makes updates unreadable. Also, as lot of others said, please change the order of the updates! Nightmare.

anynicknamejustletmereview

6 years ago

New version still need some work

- 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.

Show less

Felipe monteiro f/ brazil