Freshdesk
Freshworks Inc.External reviews
3,513 reviews
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External reviews are not included in the AWS star rating for the product.
Effortless Support Management with Freshdesk
What do you like best about the product?
I really like the child ticket option in Freshdesk. The fact that it duplicates the information from the parent ticket is fantastic. It makes the escalation process seamless because I don't have to manually duplicate the information into the child ticket. Additionally, the initial setup of Freshdesk was very easy for me and my team.
What do you dislike about the product?
Under the filter option, I am unable to select the specific time frame I want. I can only select the options on the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of documentation, providing guidance and clarity when treating customer issues. The child ticket option makes escalation seamless by duplicating information from the parent ticket.
Easy to Use with Great Predefined Reports and Well-Packaged Functionality
What do you like best about the product?
Easy to use with good predefined reports. Simple of access. A lot of functionality well packages
What do you dislike about the product?
The rigidity of the SLA engine and the fact not to filter the thread of emails
What problems is the product solving and how is that benefiting you?
Portal and SLA management
Customizable and Efficient Ticket Management Tool
What do you like best about the product?
I like how Freshdesk lets us keep track of all tickets in an organized way, ensuring nothing falls through the cracks. I appreciate that you can customize it to know the status of each ticket and what needs following up on, which makes our ticket handling more effective. We solve tickets faster because we know what actions to take. The initial setup was easy.
What do you dislike about the product?
It would be great to have the ability to set tickets to open automatically at a specific time and date. This would make it easier to follow up in a timely manner. Right now, we need to go through each ticket to see if we have an update to share. Being able to open it at a specific time would save us time, as it would prompt us to check for updates.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for customer service and ticket handling. It keeps track of all tickets in an organized way, ensuring nothing falls through the cracks. The customization helps us know the status of each ticket, making handling more effective and allowing us to solve tickets faster.
Centralizes Tickets and Boosts Productivity
What do you like best about the product?
Centralize tickets
Increase productivity
Increase productivity
What do you dislike about the product?
No date options when noting activities
What problems is the product solving and how is that benefiting you?
Lack of user satisfaction is addressed by Freshdesk.
High cost in managing high volumes of tickets is reduced by Freshdesk.
Freshdesk helps us improve accountability.
High cost in managing high volumes of tickets is reduced by Freshdesk.
Freshdesk helps us improve accountability.
Easy to Manage with a Friendly Interface and Handy App Notifications
What do you like best about the product?
Easy to managed, got app to view notification and reply. friendly interface
What do you dislike about the product?
so far only the package, pay more get more benefit. but its okay
What problems is the product solving and how is that benefiting you?
Can track ticket, got dashboard to view status and good for monthly reporting and KPI
Freshdesk Turned Our Daily Support Chaos Into a Routine We Can Trust, It's Reliable and Easy to use.
What do you like best about the product?
The ticket view is clean and switching between conversation feels effortless. I especially like how internal notes work we can discuss an issue internally without confusing the customer. Over time, the automation has quietly taken work off my plate, like tagging tickets correctly and assigning them to the right person without manual effort.
What do you dislike about the product?
When I wanted to fine tune reports or customize workflows, I had to spend time exploring menus and documentation. It's not hard, but it's not instantly obvious either. Also, performance can slow a bit when handling a large volume of tickets at once, especially during peak hours.
What problems is the product solving and how is that benefiting you?
Before, follow ups were missed and ticket ownership doesn't wasn't always clear. Now every issue has a clear trail from messages to resolution. This has reduced back and forth, improved response times, and helped us stay consistent even when the workload increases. It's made customer support feel manageable instead of reactive.
Easy to Navigate Freshdesk with Excellent Support Articles
What do you like best about the product?
I like how easy it is to navigate freshdesk and the support articles are very good.
What do you dislike about the product?
Lack of some automation events makes it difficult to create and implement complex automations.
What problems is the product solving and how is that benefiting you?
Freshdesk is fast, easy to use and the report builder and data exports are veery helpful.
Excellent for Client Servicing Emails with an Easy-to-Manage Admin Dashboard
What do you like best about the product?
It’s very good for sending and receiving emails, especially if you work in a client servicing role. The admin dashboard is also easy to use and manage.
What do you dislike about the product?
If an email is assigned to someone else, it never shows that I worked on it at any point. Instead, I have to open it and check.
What problems is the product solving and how is that benefiting you?
It is very good for our clients as we know the email will never be missed and worked upon
Clean, Easy Ticketing That Saves Time With Automation
What do you like best about the product?
Freshdesk is super easy to use and doesn't feel overwhelming like some support tools do. Everything is clean and organized, so managing tickets doesn't turn into mess. I also like how automation and canned replies save time and reduce repetitive work. It just makes handling customer queries smoother and less stressful, especially when things get busy.
What do you dislike about the product?
Freshdesk can feel a bit overwhelming at the beginning because there are so many features, tabs and settings to explore. While this is great once you are used to it, the initial learning curve can be confusing, especially for new users or small teams. Another downside is that some really useful features, like advanced automation, detailed reports or certain integrations are only available on higher pricing plans. This can be limiting if you are on a basic plan and want more flexibility. Also, when ticket volume is high, the interface can feel slightly cluttered, which slows things down a bit.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of customer support getting messy and unorganized when queries start coming in from multiple channels. Instead of juggling emails, chats and tickets separately, everything is managed in one place. For me, this is helpful because it keeps conversations structured and easy to track. Automation, ticket prioritization and clear workflows save time and reduce manual effort. It makes responding to customers faster and less stressful, especially during busy periods and helps ensure nothing slips through the cracks.
Effortless Support Management with Fast Setup and Stellar Service
What do you like best about the product?
What I like best about Freshdesk is its simplicity and speed to value, especially for support-focused teams.
Freshdesk can be set up with minimal configuration compared to larger enterprise platforms.
It excels at handling tickets, SLAs, automations, and multichannel support (email, chat, phone).
Freshdesk provides responsive and helpful customer support, along with clear documentation and resources that make it easy to resolve issues quickly.
The platform is used daily by support teams to manage tickets and customer interactions, making it a core tool for day-to-day operations.
It's also easier integrate.
Freshdesk can be set up with minimal configuration compared to larger enterprise platforms.
It excels at handling tickets, SLAs, automations, and multichannel support (email, chat, phone).
Freshdesk provides responsive and helpful customer support, along with clear documentation and resources that make it easy to resolve issues quickly.
The platform is used daily by support teams to manage tickets and customer interactions, making it a core tool for day-to-day operations.
It's also easier integrate.
What do you dislike about the product?
Freshdesk works well out of the box, but it becomes restrictive when you need highly customized workflows or data models.
While integrations exist, they are not as deep or flexible as enterprise platforms like Salesforce
While integrations exist, they are not as deep or flexible as enterprise platforms like Salesforce
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of managing customer support efficiently without complexity and it is very cost effective.
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