Freshdesk

What do you like best about the product?

What I like most about the tool is its automation capabilities. I use them extensively to ensure tickets are routed to the correct teams, automatically populate filters, and send notifications based on specific conditions or situations.

These features help streamline workflows, reduce manual tasks, and make ticket management more efficient.

What do you dislike about the product?

I find it somewhat challenging to manage multiple products within the tool. For example, I haven't been able to configure different ticket creation notifications for each product because the notification message is set as a default template, regardless of whether I have one or multiple products.

It would be helpful to have the flexibility to customize notification templates based on the product, allowing for more specific and tailored communication.

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

The tool has been helping me organize incoming tickets, improve internal communication, and keep track of incidents. Having access to ticket history, private notifications, and internal notes makes it easier to document issues, follow up on actions, and maintain clear communication within the team.

Overall, it has improved our organization and visibility throughout the ticket management process.

What do you like best about the product?

I quite enjoy the workflow automation tools.

What do you dislike about the product?

The insistence on AI usage - though it is only opt-in - is irritating. Plus there are some ticket bulk-actions which are not available, such as ticket reassignment.

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

Working out of mailboxes is clunky and not an intended use-case. Freshdesk, as a ticket-management platform, helps get past those problems.

What do you like best about the product?

It’s a very easy-to-use tool. I like that the interface lets me update, escalate, and resolve high-volume tickets with just a few clicks, which is essential when managing a fast-paced technical support service. I also appreciate the operational visibility it provides, making it easier to monitor performance and support continuous improvement.

What do you dislike about the product?

They don’t require any technical knowledge and they adapt perfectly to our company’s needs. Implementation was fairly quick and went smoothly, without disrupting our day-to-day work.

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

It enables me to manage asset tracking and user history in one place, so I don’t have to switch between different tools to get the full context of an incident. It also supports more standardized handling of incidents and requests, helps automate repetitive tasks, and improves overall service efficiency.

What do you like best about the product?

The user friendly and customizable interface

What do you dislike about the product?

the bugs during ticket resolution, saying there was an error

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

It's an "all in one place" system that we use for both phone calls and emails

What do you like best about the product?

The seamless connectivity Freshdesk facilitates between customers and support agents is one of its most significant advantages.

What do you dislike about the product?

There is nothing that I dislike about freshdesk as if now. To be frank, it is exceptionally good tool

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

It solves the problem of customers getting to customer service agents and resolving their issues without wasting time

What do you like best about the product?

The UI/UX is very good, and the interface feels clean and simplified, so anyone can use it comfortably. Adding ticket fields is straightforward, and all the other options for modifying the settings are easy to find. The performance and integration with most of the tool is available

What do you dislike about the product?

The pricing is something I personally didn’t like. They charge around 45 USD for one agent seat, which feels very high. On top of that, if AI features are needed, we have to pay an extra 20–25 USD per agent, which doesn’t make sense to me. Also, the FD MCP was released very late, and we faced a lot of issues connecting it with most AI tools like Calude and chatgpt. We tried the newly launched AI features for some time as well, but the results were very poor and it was hallucinating a lot.

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

Freshdesk is a good tool and works as a single platform to receive tickets from both external and internal users, helping us resolve issues in one place. It’s also easy to integrate email and other third-party tools, which makes execution smoother overall.

What do you like best about the product?

The analytics part is pretty nice, super in depth and can be customised as well, apart from the rest of basic CRM capabilities. Another good thing is export, although it can be implemented a bit better, because most of the times the exports look different from data I want, a few of the columns are missing and sometimes I get extra. Also work on filter options for export since it can be a useful feature.

What do you dislike about the product?

The only thing I hate is bad exports and nothing else to be honest at this point.

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

The fact that so many meta data fields (tags) are there for a specific ticket that at times I don't even need to read the ticket query and just answer right away, can implement it bit better.

What do you like best about the product?

Easy interface, very helpful software for customer service

What do you dislike about the product?

Quite slow in loading and accessible sometimes

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

Real-time chat responses and emails

What do you like best about the product?

Simple, effective customer support. Easy to use

What do you dislike about the product?

Pricing was initially unclear, but software has been great

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

It allows me to manage tickets and respond to customers quickly

What do you like best about the product?

Ease of use, variety of tools, customer support

What do you dislike about the product?

Overall nothing really, maybe the lack of integration options with other tools (Stripe, Jira, Claude)

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

Communication with our users and better tracking of recurring issues