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.
Freshdesk Keeps Tickets Organized and Saves Time with Automation
What do you like best about the product?
Freshdesk is very easy to use and doesn’t feel overwhelming, even on busy days. It helps me stay organized by keeping all tickets in one place and making it clear what needs priority. Features like canned responses and automation save a lot of time, and internal notes make team coordination smoother. Overall, it helps me work faster, stay on track, and handle customer issues more confidently.
What do you dislike about the product?
At times, Freshdesk can feel a bit slow or laggy, especially when handling multiple tickets at once. Some features take a few extra clicks to access, which can slow down the workflow on busy days. The reporting and search filters could also be more flexible and intuitive. While it’s a strong tool overall, a few performance and usability improvements would make the daily experience even smoother.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scattered customer queries by bringing everything into one organized system. Instead of juggling emails or missing follow-ups, all tickets are tracked, prioritized, and clearly assigned. This helps me stay focused, manage my workload better, and respond on time. As a result, my work feels more structured, communication with customers is smoother, and overall efficiency and confidence in handling issues have improved.
Transformed Our Ticket Management System
What do you like best about the product?
I love how everything can be tracked with Freshdesk, from email stamps to the first and last actions. This tracking ensures that nothing goes unnoticed. The feature where a response auto-opens the conversation to remind the agent of new activity is great. It really feels like a complete package. The initial setup was super easy, I'd rate it a 9 out of 10 in terms of ease.
What do you dislike about the product?
Sometimes, if someone responds to an email tracked through Freshdesk, it adds it as 'notified' rather than opening the ticket. This is really the only thing that doesn't work as well for me and could be improved.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage daily mailboxes through a ticketing system, ensuring emails are noticed and answered to prevent escalations. It keeps track of every email, solving the problem of unnoticed and unanswered messages.
Extremely Easy to Use—Feels Familiar If You’ve Used Facebook
What do you like best about the product?
Extremely easy to use and understand. If you have used Facebook before, you will be able to use FreshDesk
What do you dislike about the product?
Nothin that i dislike. Everything is easy to use
What problems is the product solving and how is that benefiting you?
It provides a streamlined platform which allows us to respond and resolve customer issues in realtime without complicated dashboards and unnecessary functions. Because of this, we are able to improve our customer satisfaction through optimized response times
Fast, Modern, and Easy-to-Use Helpdesk Software
What do you like best about the product?
Fast, easy-to-use, modern helpdesk software that feels straightforward and efficient to work with.
What do you dislike about the product?
Compared with Salesforce or Zoho Desk, it feels limited when it comes to customization options and support for custom development.
What problems is the product solving and how is that benefiting you?
Customer support via live chat, chatbot, email (tickets), and telephony—all in one place.
Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency
What do you like best about the product?
I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service.
What do you dislike about the product?
I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience.
Streamlined Enquiry Management, Needs Better Generative AI
What do you like best about the product?
I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently.
What do you dislike about the product?
I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details.
What problems is the product solving and how is that benefiting you?
Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods.
Best Support Company I’ve Worked With
What do you like best about the product?
The best support company I have worked with, easy for use and implement, integrated with other applications.
What do you dislike about the product?
At the moment, I haven’t found any features that I don’t like.
What problems is the product solving and how is that benefiting you?
It’s an integrated assistant that helps me organize all my PR and Help Desk activities.
User-Friendly Ticket Management with Powerful Automation and Reporting
What do you like best about the product?
Freshdesk is its user-friendly interface and efficient ticket management system. It makes it easy to track, prioritize, and resolve customer issues in a timely manner. The automation rules, canned responses, and clear SLA visibility help improve productivity and ensure consistent customer communication, while the reporting tools provide useful insights into team performance.
What do you dislike about the product?
What I dislike about Freshdesk is that some features can feel limited or rigid without advanced customization, and certain workflows require multiple steps, which can be time-consuming.
What problems is the product solving and how is that benefiting you?
Freshdesk helps solve the problem of managing and organizing high volumes of customer queries across multiple channels by centralizing them into a single ticketing system. This benefits me by improving visibility, prioritization, and response time, ensuring no customer request is missed. The automation and SLA tracking reduce manual effort, help maintain service quality, and enable faster, more consistent resolutions, ultimately improving both efficiency and customer satisfaction.
Effortless Ticket Management and User Collaboration
What do you like best about the product?
I find Freshdesk great for making workflows faster and resolving tickets efficiently. It helps with analysis and updates on devices and keeps me informed about backlogs at our repair center. I love that it streamlines the acknowledgment and passing of messages to third parties quickly. The efficiency in providing detailed data on every task is impressive. I actually love the surprise factor it brings when problems are resolved, sometimes leaving my colleagues in awe. Also, the setup was smooth, easy, and understandable.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Freshdesk speeds up workflows, helps resolve tickets, tracks backlogs, facilitates message passing, and enables team awareness on issues resolved without direct contact.
Efficient Customer Support with Automation, SLA Tracking & Multi-Channel Coverage
What do you like best about the product?
It enables efficient handling of customer queries through automation, SLA tracking, and multi-channel support, which helps maintain timely and consistent customer service.
What do you dislike about the product?
There is Nothing to dislike everything is perfect!
What problems is the product solving and how is that benefiting you?
Freshdesk solves the challenge of managing customer support requests efficiently across multiple channels.
It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support.
It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support.
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