Freshdesk
Freshworks Inc.External reviews
3,428 reviews
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External reviews are not included in the AWS star rating for the product.
Simple Interface, But Serious Billing & Support Issues After 9 Years
What do you like best about the product?
The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions.
What do you dislike about the product?
After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise.
What problems is the product solving and how is that benefiting you?
Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
Freshdesk Review
What do you like best about the product?
I am using Freshdesk for so long and i am using the ticket management system and the chatbot that we use very frequently. The freshdesk is very scalable and ease to implement it also provide automation tools.
What do you dislike about the product?
Freshdesk provide the customer support and helpdesk that help my manage my business and help the clients query wisly. Nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
I am using the following processes like ticket management, automation tools and AI chatbots.
Freshdesk Simplifies Support & Great Tool For Automation
What do you like best about the product?
Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack.
What do you dislike about the product?
It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis.
What problems is the product solving and how is that benefiting you?
Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time.
Freshdesk Empowers Support Teams and Boosts Customer Loyalty
What do you like best about the product?
Freshdesk has been awesome when it comes to responding and helping our customers.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
What do you dislike about the product?
It is an intelligent customer support solution and no faults yet.
What problems is the product solving and how is that benefiting you?
From amazing customer service, to promoting self service, to handling customer communication, this tool has it all and has been super functional.
Unbeatable AI Features and Seamless Customer Service Integration
What do you like best about the product?
It ensures agent efficiency as all customer interactions are merged into one platform.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
What do you dislike about the product?
It is adequately equipped and the AI features makes it unbeatable. No complaints.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is has been easy to handle customer service and support more so because of the AI and automation capabilities. We save time, ensures efficiency, and improve customer service.
A Developer-Friendly Help desk with Powerful Integration
What do you like best about the product?
Freshdesk offers an intuitive interface and excellent api support, making it easy to integrate with other tools in our workflow. I really like how customizable the automation and workflows are from ticket routing to SLA setup, everything can be tailored to fit our exact needs. the ability to connect with Slack, Jira and CRM tools save tons of time for our support team.
What do you dislike about the product?
The reporting and analytics section could be more flexible, especially when creating custom dashboards. Some integration require higher tier plans, which can be limiting for smaller teams. Also the mobile app feels slightly less responsive compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize all customer conversations email, chat and social in one place. it's significantly improved our response time and made ticket tracking effortless. Automation rules reduce manual tasks, freeing up time for actual customer engagement. Overall, it's helped us provide faster, more consistent and high quality support.
My Experience with Freshdesk ,Simple, Smooth, and Reliable
What do you like best about the product?
I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things.
What do you dislike about the product?
What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.
I also feel that 14 days free trial is also limited experience to user.
I also feel that 14 days free trial is also limited experience to user.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me keep all customer conversations in one place instead of juggling multiple emails and chat threads. Earlier, it was hard to track who responded to which ticket or if something was missed, but now everything stays organized and visible to the whole team.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
The automation and canned responses save me a lot of time on repetitive queries, and assigning tickets to the right people has become much smoother. Overall, it had made my support workflow more structured and less stressful. I can actually focus more on solving customer issues rather than managing chaos.
Great Integration and Omnichannel Support, but Needs Better Performance and Customizable Reports
What do you like best about the product?
Easy integration, has multiple market place apps to have. Has a omni channel support eco system.
What do you dislike about the product?
I feel few times it keeps on loading and reports explorer needs to be given for the garden plan with the customizable option
What problems is the product solving and how is that benefiting you?
Managing customer queries in a single tool helps us keep track of our SLAs.
How Freshdesk Makes Customer Support Easier
What do you like best about the product?
I like Freshdesk because it makes managing customer support really easy. I can track all tickets in one place, respond quickly, and keep everything organized without any hassle
What do you dislike about the product?
I don’t like that sometimes the interface can feel a bit slow or clunky. Also, some features are limited in the free plan, which can be frustrating
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of keeping track of all customer issues. Instead of juggling emails, messages, and calls, I can see everything in one place. This helps me respond faster, stay organized, and provide better support to customers, saving time and reducing confusion
Very User-Friendly Experience
What do you like best about the product?
While using Freshdesk, I found it very smooth and user-friendly
What do you dislike about the product?
Sometimes faced a technical glitch while using Freshdesk. But it was resolved on time
What problems is the product solving and how is that benefiting you?
It helps us to make smooth support communication
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