Email Ticketing Software

One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization. Review collected by and hosted on G2.com.

We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.

Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits. Review collected by and hosted on G2.com.

because of the complexity and the different capabilities that the ServiceNow IT Service Management comes with, it might be difficult for organizations to prioritize their roadmap from where to start and how to deploy additional activities. This could be solved with the help of a solution consultant and the NowCreate framework. Review collected by and hosted on G2.com.

Faster customer issue resolution, Identification and resolution of problems. Change scheduling. Swivel chairing Review collected by and hosted on G2.com.

Some advanced configurations, like automation and custom workflows, can be difficult to set up without prior experience. Additionally, certain reports and integrations require extra tools like Zoho Analytics or Zoho Flow to reach their full potential. Review collected by and hosted on G2.com.

Zoho Desk helps us centralize all customer support requests from email and WhatsApp, making it easier to track, assign, and respond to tickets efficiently. It provides visibility into agent performance and response times, helping us improve service quality and accountability. Automations have reduced manual follow-ups and ensured no request is overlooked. Review collected by and hosted on G2.com.

Using the search feature, you have to select want you are searching on, not just searching across everything Review collected by and hosted on G2.com.

AutoTask allows us to keep track of the tickets that come in and what needs to be worked on. the ability to seee the notes of tech who worked on it before you allows you to jump right in without spending time talking to someone else or starting over. Review collected by and hosted on G2.com.

One area that could be enhanced is the reports section because I see more potential for Atera to use AI to automatically analyze and generate deeper insights, like identifying usage patterns or predicting potential device failures, making our reporting even more proactive for troubleshooting. Review collected by and hosted on G2.com.

Atera plays a key role in solving critical IT issues quickly across our team. For example, as a data analytics manager, I’m responsible for overseeing our team’s workgroup data servers and analytical applications. Atera allows me to monitor these systems remotely, ensuring they’re running efficiently without needing to be on-site. The platform notifies me in real time of any hardware/software issues or potential security threats, which means I can address problems before they escalate and disrupt our workflow. For instance, I can resolve server issues on my own before they impact the team, or I can escalate them to IT with a support ticket or through live chat. This flexibility means no downtime, which is essential for our fast-paced projects. Review collected by and hosted on G2.com.

While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform Review collected by and hosted on G2.com.

Here's the translated response for the Freshservice review on G2:

What business problems is Freshservice helping to solve?

Freshservice has been essential in improving project and ticket management within the company. It optimizes processes, reduces incident response time, and ensures greater efficiency in team communication. Additionally, its automation simplifies the resolution of recurring issues, minimizing manual intervention and enhancing overall productivity.

How is Freshservice benefiting you?

The platform provides an organized environment for managing tasks and tickets, offering better visibility and control over projects. Its intuitive interface and detailed reports support decision-making, ensuring that demands are efficiently addressed. Integration with other tools is also a strong point, enabling a more agile and connected workflow.

Is Freshservice moving in the right direction?

Yes. The platform's continuous evolution and ability to adapt to users' needs demonstrate that it is on a positive path. Ongoing improvements in automation and customization make the tool even more efficient for project and internal service management. Review collected by and hosted on G2.com.

Initial setup and customization can be complex for new users or smaller teams without technical expertise. The licensing and add-on costs can also rise quickly if advanced features like Einstein AI or Field Service are required. Some UI components (like Classic Console) feel outdated until migrated fully to Lightning. Review collected by and hosted on G2.com.

We're managing customer queries, complaints, and feedback at scale while maintaining high CSAT scores. With automation and macros, we’ve reduced repetitive tasks for agents. SLAs, case assignment rules, and escalation paths help ensure timely resolution and consistent service delivery. Review collected by and hosted on G2.com.

My experience was great - nothing to dislike. Review collected by and hosted on G2.com.

Helpdesk 365 is solving the problem of delayed or unclear IT support by providing fast, knowledgeable, and user-friendly assistance. In my case, they helped me get up to speed quickly with our new employee directory system, which could have easily become a frustrating task without the right guidance.

Their support not only saved me time but also eliminated the stress of navigating a new platform on my own. Having a reliable helpdesk like this in place ensures that I can stay focused on my actual work, knowing that technical issues or onboarding questions won’t slow me down. Review collected by and hosted on G2.com.

The only issue I've had is the team will occasionally release A/B testing without informing their users - you wont know you're part of the test until you have an issue and they determine it's due to the A/B testing. No ability to opt out of this completely and it definitely caused some issues for our customers. Review collected by and hosted on G2.com.

Prevents us from having to answer the same questions over-and-over. Allows ease of escalating tickets and categorizing the different needs. Extensive reporting capabilities help us track everything appropriately. Review collected by and hosted on G2.com.

We use our own CRM, which CommBox isn't integrated into. Review collected by and hosted on G2.com.

Lead generation

Lead qualification

Send outbound campaigns

We can manage multiple conversations at once.

We route calls from IVR to WhatsApp‏ Review collected by and hosted on G2.com.

I haven't found anything yet. My team and end users rave about it. Review collected by and hosted on G2.com.

Helping organize the ticket submissions that gives my team the information needed on creation to properly support.

For the IT team it allows them to build their own dashboard to view their queues and assigned tickets. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

It’s not a dealbreaker, but more native integrations or plugin support would definitely make it even more versatile for niche businesses like ours. Review collected by and hosted on G2.com.

Sobot solved that chaos by giving us a centralized hub where live chat, ticketing, and customer messages all flow into one place. It’s cut down our response time drastically, and our internal team stays much more organized. Clients now get faster answers, and we spend less time digging through different platforms trying to find the right context. Review collected by and hosted on G2.com.

A very small percentage of emails don’t display correctly in Supportbench, so I occasionally need to forward them to my external email address to view them properly. Review collected by and hosted on G2.com.

We chose Supportbench to streamline our email management and improve team accountability. Manually assigning hundreds of emails each day was inefficient and time-consuming, and we had little visibility into individual staff activity. Our goal was to automate email routing and gain better insight into staff performance, so we could respond to clients faster and manage workloads more effectively. Review collected by and hosted on G2.com.

Since it’s a SaaS application, a stable internet connection is required, which can be a drawback if you experience connectivity issues. Review collected by and hosted on G2.com.

Reduces HR Response Time: Eliminates the long wait times for responses from HR by providing instant answers through the AI.

Decreases HR Workload: Minimizes the need to contact HR for routine questions, allowing them to focus on more complex tasks.

Improves Employee Productivity: By offering quick support and answers, it allows employees to stay focused on their work without unnecessary interruptions.

Centralizes Support Tools: Connects various support tools in one platform, streamlining the process of getting help and information.

Offers Intuitive User Experience: Provides a user-friendly and intuitive interface that makes it easy for employees to navigate and use.

Ensures Consistent Support: Delivers consistent and accurate information through its AI, ensuring all employees receive the same level of support.

Saves Time: Reduces the time spent searching for information or waiting for help, allowing employees to be more efficient. Review collected by and hosted on G2.com.

There is nothing to dislike about the tool. Any product has to go through its evolution with time and AI/ML features are being proposed for future releases and looking forward to experiencing the same. Review collected by and hosted on G2.com.

Currently we are using Wolken service desk for all our customer delivery where SLA's are key for operations. The ease of creating tickets, the operations flow and visibility to our customers is seamless. The knowledge base helps us and also users to resolve the tickets/issue faster. The reports and dashboards helps us generate our weekly/monthly reports easier and the tool becomes single point of reference/proof for review. Review collected by and hosted on G2.com.

The integrations are understandably involved. For email integration, we needed to get our Cyber guy to open up some domain settings. But this is simply the cost of doing business with any email-related work. Review collected by and hosted on G2.com.

The issue of long-running tickets is the most immediate need that Thena has solved. By imposing the Open/Waiting on Customer/Waiting on Us/Completed (or some configurable permutation) onto our support, we have easy visibility into what fire needs to be put out first.

We are hoping to use Thena's new notification feature to help our team members support our customers in a timely manner. Review collected by and hosted on G2.com.

“While I don’t have any major dislikes about Gladly, one area that could be improved is the reporting feature. It can be a bit confusing for new users to navigate and customize reports. Making the reporting tools more intuitive or offering guided templates would help teams get the data they need more efficiently. Review collected by and hosted on G2.com.

It solves the need to have multiple softwares that help tend to customer needs, it helps to have an all in one place to help customers. Review collected by and hosted on G2.com.

Pretty boring UI and seems to be pretty basic in features although it doesn't need to do much. Review collected by and hosted on G2.com.

Allows all teams to access knowledge base and collaborate. Review collected by and hosted on G2.com.

At times, the platform can be a bit slow to load, and some features could be more customizable to better fit specific workflows. Review collected by and hosted on G2.com.

Pylon helps us centralize and manage complex data more efficiently, reducing manual work and the risk of errors. It improves collaboration across teams and gives us better visibility into key metrics, which ultimately helps us make faster and more informed decisions. Review collected by and hosted on G2.com.