What do you like best about the product?

This is the most basic helpdesk software and can do only the most basic things right. However for that price point, it should be doing much more than the basics.

What do you dislike about the product?

We recently had the opportunity to use Freshdesk for our company's customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus.

The setup process was another area where Freshdesk fell short. It was supposed to be straightforward, but we encountered numerous issues, leading to delays in deployment. The customization options, which were a selling point for us, turned out to be quite limited and didn't allow us to tailor the experience as much as we needed.

Customer service was another letdown. When we reached out for support, responses were slow, and on several occasions, the solutions provided did not resolve our issues. It felt as though their support team was not adequately trained on their own product.

Moreover, the integration with other tools was problematic. Despite claims of seamless integration with a wide range of apps and services, we faced constant glitches and data synchronization issues that hampered our workflow.

The pricing structure of Freshdesk also leaves much to be desired. While it appears competitive at first glance, the cost quickly adds up as you add essential features that are surprisingly considered add-ons. This felt misleading and contributed to our overall frustration with the product.

In conclusion, our experience with Freshdesk was disappointing. The software did not meet our expectations in terms of usability, support, integration, and pricing. We've since moved on to another solution that better fits our needs. I hope this review helps others make a more informed decision.

What problems is the product solving and how is that benefiting you?

It was supposed to be a helpdesk for us. Frankly not working well at all.