Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Very useful tool!
What do you like best about the product?
Cost-effective and easy to use. It has helped our startup.
What do you dislike about the product?
Not a particular dislike but improved server activity on smaller memberships would be great.
What problems is the product solving and how is that benefiting you?
Easy use of tickets that help with tracking previous interactions with members.
Excellent Omnichannel solution with AI Capabilities
What do you like best about the product?
Excellent Omnichannel solution with AI Capabilities
Constantly evolving in features and capabilities
Constantly evolving in features and capabilities
What do you dislike about the product?
Not much, great solution for our use, support is also quite responsive to resolve issues or provide a response
What problems is the product solving and how is that benefiting you?
Omnichannel support for customer interactions accross multiple channels and social media. Very flexible configurations
Good ticketing platform
What do you like best about the product?
Parent -chid ticketing permits team collaboration and a good overview of issue resolution progess
What do you dislike about the product?
No reporting on inhouse ticket creators. You can't track the number of tickets being created by an agent.
What problems is the product solving and how is that benefiting you?
Entry flow data and task management.
Good platform for a decent cost
What do you like best about the product?
It's simple to use, easy implementation, good support, easy integration
What do you dislike about the product?
Nothing much, but there is always room for improvement
What problems is the product solving and how is that benefiting you?
Multiple conversations with customers, merging tickets from same customer into one thread
A Game-Changer for Reporting, Analytics, and Agent Efficiency
What do you like best about the product?
What I love most about Freshdesk is how easy it is to use and how well it brings everything together—especially for reporting, analytics, and helping our team work more effectively. The reporting tools make it simple to see key performance metrics, which helps us spot trends and make smart, data-based decisions. We can quickly create customisable reports that let us dive into details like response times, ticket patterns, and individual agent performance.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
What do you dislike about the product?
While Freshdesk has loads of great features, one downside we've noticed is that it can sometimes feel a bit overwhelming to navigate. There are so many tools and settings that finding specific features quickly can be tricky, especially for new team members who are still learning the ropes. Setting up agent roles could also be easier—configuring different roles and permissions isn't always straightforward, so it can take extra effort to make sure each agent only sees what they need. A simpler layout and clearer controls for agent roles would definitely make things smoother for our team.
What problems is the product solving and how is that benefiting you?
Freshdesk has been a big help for our team by making customer support and day-to-day work run more smoothly. It makes it easy to keep track of customer messages and manage support tickets, so we can organise and prioritise enquiries properly. This way, nothing gets overlooked, and customers get quick responses, which helps us keep up our service standards.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
A great budget solution for collaboration and workload orchestration.
What do you like best about the product?
Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration.
What do you dislike about the product?
Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice.
What problems is the product solving and how is that benefiting you?
Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration.
Easy prioritization and overview of ongoing tickets
What do you like best about the product?
I am using Freshdesk daily, it is the main tool that we use to reply to client's requests.
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
What do you dislike about the product?
Freshdesk has a useful AI tool called Fredy AI, but unfortunately it is available only on high-paying plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us to organize and prioritize the daily tickets for each agent to be focused solving issues that matter most.
An easy-to-use tool for maximum efficiency gains
What do you like best about the product?
merging of similar tickets, access to documentation, ease of use
What do you dislike about the product?
The fact that you can't change the recipient when replying to a ticket and that when a copied email replies you lose the ticket and the conversation in progress.
What problems is the product solving and how is that benefiting you?
Mainly KPIs, documentation and better monitoring of customer files.
Efficient ticketing tool
What do you like best about the product?
Freshdesk helps us manage and address our client's concerns faster.
What do you dislike about the product?
None that I know of. Haven't had any problem so far.
What problems is the product solving and how is that benefiting you?
It helps us communicate wtih clients faster and efficiently
Ease of use and system integration
What do you like best about the product?
I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
What do you dislike about the product?
Support.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
What problems is the product solving and how is that benefiting you?
Linking business and admins using a robust helpdesk platform. Works really well.
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