S
Sarah M.
August 15, 2026
Tickets disappear randomly
Tickets randomly disappear from the queue. We've had customers follow up on tickets our agents never saw because they vanished from the system.
Help Desk Software
TicketTrek Reviews — Help Desk Software
Help desk and ticketing software for customer support teams.
★2.3(218 total reviews)
Visit TicketTrek →2.3
Average Rating
25
Verified Reviews
0
5-Star Reviews
0
4-Star Reviews
What Users Are Saying
J
James T.
August 12, 2026
Worst help desk software ever
The SLA timer doesn't actually work. It pauses randomly and restarts, making our response time metrics useless.
L
Lisa K.
August 8, 2026
No automation worth using
Email parsing is broken — customer replies sometimes create new tickets instead of threading. Our agents are drowning in duplicates.
M
Michael R.
August 5, 2026
Support ignores us
The Slack integration worked for one week then stopped. Support said 'we're looking into it' three months ago.
E
Emma B.
August 1, 2026
Slow and buggy
No bulk actions. You can't assign or close multiple tickets at once. Our agents waste hours on manual clicks.
D
David L.
July 28, 2026
Reporting is a joke
The reporting dashboard shows incorrect data. Our average response time shows as 2 hours but we measured 8 hours manually.
R
Rachel S.
July 25, 2026
Integration with Slack broken
We switched from Freshdesk to save money. We're switching back. The productivity loss costs more than the savings.
T
Tom H.
July 22, 2026
Overpriced and underdelivers
The agent interface is cluttered and confusing. New hires take weeks to learn it compared to Freshdesk's intuitive layout.
A
Anna P.
July 18, 2026
Onboarding was useless
No AI or smart routing features despite being advertised. Tickets are assigned round-robin only, no skill-based routing.
C
Chris W.
July 14, 2026
We switched back to Zendesk
The knowledge base feature is so basic it's useless. No categories, no search, just a flat list of articles.
J
Jessica F.
July 10, 2026
Agent interface is confusing
Tickets randomly disappear from the queue. We've had customers follow up on tickets our agents never saw because they vanished from the system.
B
Brian O.
July 7, 2026
Email parsing fails constantly
The SLA timer doesn't actually work. It pauses randomly and restarts, making our response time metrics useless.
N
Nicole A.
July 3, 2026
No bulk actions available
Email parsing is broken — customer replies sometimes create new tickets instead of threading. Our agents are drowning in duplicates.
K
Kevin D.
June 30, 2026
SLA tracking doesn't work
The Slack integration worked for one week then stopped. Support said 'we're looking into it' three months ago.
M
Megan J.
June 26, 2026
Waste of money
No bulk actions. You can't assign or close multiple tickets at once. Our agents waste hours on manual clicks.
R
Ryan C.
June 22, 2026
Tickets disappear randomly
The reporting dashboard shows incorrect data. Our average response time shows as 2 hours but we measured 8 hours manually.
S
Stephanie G.
June 18, 2026
Worst help desk software ever
We switched from Freshdesk to save money. We're switching back. The productivity loss costs more than the savings.
M
Mark V.
June 14, 2026
No automation worth using
The agent interface is cluttered and confusing. New hires take weeks to learn it compared to Freshdesk's intuitive layout.
L
Lauren E.
June 10, 2026
Support ignores us
No AI or smart routing features despite being advertised. Tickets are assigned round-robin only, no skill-based routing.
J
Justin N.
June 6, 2026
Slow and buggy
The knowledge base feature is so basic it's useless. No categories, no search, just a flat list of articles.
A
Ashley B.
June 2, 2026
Reporting is a joke
Tickets randomly disappear from the queue. We've had customers follow up on tickets our agents never saw because they vanished from the system.
T
Tyler S.
May 29, 2026
Integration with Slack broken
The SLA timer doesn't actually work. It pauses randomly and restarts, making our response time metrics useless.
A
Amanda K.
May 25, 2026
Overpriced and underdelivers
Email parsing is broken — customer replies sometimes create new tickets instead of threading. Our agents are drowning in duplicates.
E
Eric M.
May 21, 2026
Onboarding was useless
The Slack integration worked for one week then stopped. Support said 'we're looking into it' three months ago.
B
Brittany L.
May 17, 2026
We switched back to Zendesk
No bulk actions. You can't assign or close multiple tickets at once. Our agents waste hours on manual clicks.