We just raised a $30M Series A: Read our story
2020-03-03T08:47:00Z

What needs improvement with Freshdesk?

8

Please share with the community what you think needs improvement with Freshdesk.

What are its weaknesses? What would you like to see changed in a future version?

ITCS user
Guest
22 Answers

author avatar
Top 10LeaderboardReal User

We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.

2021-05-22T00:11:43Z
author avatar
Top 20LeaderboardReal User

In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the solution. Technical support is not the best. It could be much, much better and offer better support to users.

2020-03-03T08:47:00Z
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: December 2021.
555,139 professionals have used our research since 2012.