Freshdesk
Freshworks Inc.External reviews
3,515 reviews
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External reviews are not included in the AWS star rating for the product.
Simplified Customer Support Management
What do you like best about the product?
I like how simple Freshdesk is to use and it's not very hard to learn. I also like that you can create tags and sections in the forms to help us see where a true issue may be developing or manage data to know where we might need help for customers. It's handy if we're frequently seeing problems with billing or refunds, or just spam responses. We can label and manage that data.
What do you dislike about the product?
I truly like it and love the reporting we can pull.
What problems is the product solving and how is that benefiting you?
I find Freshdesk keeps everything organized, helping us manage help articles, tech concerns, and client issues efficiently. It reduces our email volume, allowing us to focus on clients truly needing help.
Intentional, Team-Friendly Features That Are Easy to Navigate
What do you like best about the product?
All the features are intentional, helpful for my team, and easy to navigate.
What do you dislike about the product?
Some items are price-gated, and jumping to the next level (instead of maybe just item add ons) is not feasible.
What problems is the product solving and how is that benefiting you?
Our team was answering tickets across 7 inboxes and 3 different platforms. Freshdesk centralized it so tickets are no longer missed or left behind.
Intuitive, Clean Interface with Powerful Automation and Ticket Management
What do you like best about the product?
Intuitive and easy to use. The interface is clean and user-friendly, which makes it simple to navigate and get started. The automation features are powerful and help streamline workflows. Ticket management is also great, making it easier to stay organized and keep track of requests.
What do you dislike about the product?
Reporting can be complex and sometimes difficult to navigate. I also experience occasional system lag, which can slow things down. Setting up automation is tricky and takes more effort than I expected. On top of that, the mobile app still needs improvement to feel as smooth and reliable as the rest of the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the problem of scattered, untracked support communication by centralizing customer queries from email, chat, phone, and social media into a single, structured ticketing system. Rather than juggling issues across multiple inboxes and platforms, everything is captured in one place, organized, prioritized, and assigned through a unified dashboard.
It also helps solve the challenge of accountability and visibility. With clear ticket ownership, SLAs, and status tracking, requests are easier to monitor and far less likely to be missed. As a result, response times improve and follow-ups stay consistent.
Automation is another major advantage. Repetitive tasks such as ticket routing, canned responses, and status updates can be handled automatically, saving time and letting the team focus on more complex issues that need attention.
Reporting and analytics add further value by highlighting trends, bottlenecks, and workload distribution. This makes it easier to refine processes, support staffing decisions, and maintain service quality over time.
Overall, Freshdesk benefits me by improving efficiency, reducing manual work, increasing transparency, and enabling a more professional, consistent support experience.
It also helps solve the challenge of accountability and visibility. With clear ticket ownership, SLAs, and status tracking, requests are easier to monitor and far less likely to be missed. As a result, response times improve and follow-ups stay consistent.
Automation is another major advantage. Repetitive tasks such as ticket routing, canned responses, and status updates can be handled automatically, saving time and letting the team focus on more complex issues that need attention.
Reporting and analytics add further value by highlighting trends, bottlenecks, and workload distribution. This makes it easier to refine processes, support staffing decisions, and maintain service quality over time.
Overall, Freshdesk benefits me by improving efficiency, reducing manual work, increasing transparency, and enabling a more professional, consistent support experience.
Streamlined Client Support with Room for Improvement
What do you like best about the product?
I like Freshdesk because it helps streamline our processes around client support. I appreciate the ability to have different views, which allows us to toggle between them and manage our workflow efficiently. It makes context switching much easier for our team. I also find it helpful to have a trigger that shows new helpdesk tickets in a Slack channel, which keeps our team updated on new issues.
What do you dislike about the product?
The search isn't always effective and it can be hard to find historical tickets. Sometimes keywords don't return the results you would expect. There were some challenges in migration of data from the previous platform.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage helpdesk tickets and streamline client support processes. It makes switching between workflows easier with its different views, enhancing our workflow management.
Superb Centralised Helpdesk: Customisable, Easy Setup, and Powerful Automations
What do you like best about the product?
Superb centralised helpdesk for our IT Team, hugely customisable, and easy to setup and implement, with useful automations to streamline ticket creation and response and workflows. The additional of a mobile app that is clear and concise and easy to use is a fantastic addition. The Freshworks customer support and success team are approachable and respond in good time.
What do you dislike about the product?
For educational establishments it is expensive when moving to higher tiers, especially when some features could be of huge benefit and tiered to make more available.
What problems is the product solving and how is that benefiting you?
We have a fragmented and geographically-challenging estate of schools, and a distributed IT Support Team - and Freshdesk provides all customers, partner academies and other stakeholders with an effective and easy to use helpdesk.
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.
Easy Tagging & Email Management, but Export Has Limits
What do you like best about the product?
Easy to create tags, communication type. Easy filtration and management of emails.
What do you dislike about the product?
Export feature is unable to export the body of emails, and also ifthe number of emails exceeds a certain limit, export file contains only a certain number of emails no matter even if you exported thousands. Export feature needs improvement.
What problems is the product solving and how is that benefiting you?
It allows us to listen to our customers, resolve their issues timely and it is efficient to use and easy to connect to the work email.
User-Friendly, Powerful Automations
What do you like best about the product?
I use Freshdesk for our support team, and it's a really user-friendly and efficient tool. The automation feature is something I really like because it has sorted out the processes and keeps everything organized. The search option is incredibly easy to use and very useful; I can literally search a 5-year-old ticket in seconds. Also, it was easy to set up. Freshdesk has made life easy by storing everything in one place and offers easy report making and automations that streamline the process.
What do you dislike about the product?
The user interface changes very frequently; it would be great if we stick to the one. Changing the text frequently.
What problems is the product solving and how is that benefiting you?
Freshdesk makes life easy by storing everything in one place, streamlining processes with automation, and ensuring everything stays in line. The easy report making and searchable ticket history are big pluses.
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.
Flawless System for Real-Time Customer Interaction
What do you like best about the product?
I use Freshdesk for work to communicate with customers on Facebook and WhatsApp in real-time, which is really handy. It solves the problem of engaging with multiple customers at the same time. I find it easy to use and recommend it to any business if I had the chance. I also appreciate being able to keep a record of previous conversations with customers and calls. When a customer contacts us, the system easily keeps up with customer records and connects them to a single ticket, allowing us to see their last conversation with us. The initial setup takes less than 20 minutes, which is great.
What do you dislike about the product?
There is nothing I can think of that I dislike
What problems is the product solving and how is that benefiting you?
I use Freshdesk to engage with multiple customers in real-time on Facebook and WhatsApp. It solves the problem of managing interactions by keeping records of past conversations and linking them to tickets, making it easy to track customer history.
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