Freshdesk
Freshworks Inc.External reviews
3,520 reviews
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External reviews are not included in the AWS star rating for the product.
Clear Ticket Visibility and Simple Workflows with Built-In Reporting
What do you like best about the product?
Its clear ticket visibility, simple workflows, and built-in reporting, which let us track accountability, resolve issues efficiently, and communicate professionally without unnecessary complexity.
What do you dislike about the product?
it has rigid customization in some areas, and occasional friction with automations, which can make advanced analysis and fine-grained workflow tuning harder than expected.
What problems is the product solving and how is that benefiting you?
it helps us work more efficiently, more transparently, and with less administrative overhead.
On-Time Emails and Fast Server Replies
What do you like best about the product?
We have receiving ontime Mails and reply from the server end
What do you dislike about the product?
If you have a option to download the reports from Agent also for respectives it would be help for them to analyse the report
What problems is the product solving and how is that benefiting you?
We are receiving on time and most of the cases not able to connect with respective Resolver
Omni-Channel Single Desk That Boosts Agent Efficiency
What do you like best about the product?
Omni Channel that connects the customers on single desk which agents efficiency
What do you dislike about the product?
I did not find feedback survey campaign feature
What problems is the product solving and how is that benefiting you?
It helps a lot by reducing the agent manual work and easy tracking tickets and agents performance
Streamlined Customer Queries and Seamless Support with Freshdesk
What do you like best about the product?
It makes it easier for end customers to reach the company with their queries, and it also helps agents on Freshdesk support the merchant seamlessly. It streamlines communication and helps us track conversations more effectively.
What do you dislike about the product?
There is no dark mode available. Dark mode will make it more interesting as I am a genz.
What problems is the product solving and how is that benefiting you?
Freshdesk helps centralize all customer queries in one place, automate workflows, and track ownership and SLAs. This results in faster responses, better visibility, improved collaboration, and a smoother customer experience.
Streamlines Merchant Support, Needs Dark Mode
What do you like best about the product?
I like that Freshdesk helps in solving tickets effectively. It's good at streamlining merchant issues and providing automation. I appreciate that the merchant can give feedback, and I find adding tags useful for organizing tickets. I also found the initial setup to be 'easy peasy lemon squeezy,' which makes the overall experience much smoother.
What do you dislike about the product?
I don't like that Freshdesk lacks a dark mode. Since we work all day long, dark mode will help with easing the strain on our eyes.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for solving tickets, streamlining merchant issues, and benefiting from automation.
Great for Complaint Tracking, but Lacks Real-Time Performance Tracking
What do you like best about the product?
Fresh Desk helps us track our complaints and makes it easier to use the information we collect to make informed decisions.
What do you dislike about the product?
running Implementation is not easy and it affect our automation and productivity
What problems is the product solving and how is that benefiting you?
Freshdesk helps us support customers faster and smarter, with less effort. It improves our team’s efficiency, reduces the overall workload, and boosts customer satisfaction.
Reliable, Clean UI/UX That Makes IT Support Easy
What do you like best about the product?
For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk.
What do you dislike about the product?
If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile.
What problems is the product solving and how is that benefiting you?
Concentrating problems and solutions in one place, making backlogs easy to manage, it benefits me greatly with the todo list (for on-site support and things that were not entered into the ticketing system)
Scalable Integration with Reliable Support
What do you like best about the product?
I use Freshdesk in our contact center to manage customer issues and internal escalations, and it has been easy to scale as our ticket volume has grown.
We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent.
The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer.
A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times.
Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow.
We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent.
The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer.
A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times.
Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow.
What do you dislike about the product?
One limitation I’ve noticed is that Freshdesk doesn’t follow a traditional queue-based structure like some contact center systems, particularly when it comes to ticket intake and assignment. As a result, it can be harder to track metrics such as first response time or true agent handling time with the same level of precision, especially when tickets get reassigned or are worked by multiple teams.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for automated ticket logging and instant email responses. It easily integrates with platforms like Genesys and Microsoft Teams, making ticket logging easier and more accessible.
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
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