I use Freshdesk for creating tickets for IT personnel. When any employee experiences an issue with their laptop, such as being unable to use the internet or facing other problems, they can easily email support@freshdesk.com, and a ticket is automatically generated on the portal. We can then assign the ticket to any engineer. Our organization uses Freshdesk for the ticketing portal, and we rely on it multiple times for ticketing purposes.
Freshdesk
Freshworks Inc.External reviews
3,575 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Clean Interface and Automation That Make Support Work Easier
What do you like best about the product?
Clean Interface and easy navigation make daily support work much less stressful, especially when handling multiple customer queries at once. The ticket automation, SLA management and knowledge base.
What do you dislike about the product?
TAT visibility is not very clear at times, which makes tracking response timelines slightly confusing.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for official customer support work, mainly to handle health checkup queries, bookings, and report-related follow-ups. It helps me track tickets properly, stay professional, and respond to customers without missing any requests.
Easy Setup, Powerful Automations, and Time-Saving Canned Responses
What do you like best about the product?
The ease of use and setup. I Love the fact that I can check on my dashboard from my iPad. The automations allow me to streamline some of tickets automatically, and the canned responses save me tons of time.
What do you dislike about the product?
Some of the reporting functionality is not intuitive. I was not sure how to create a new report without assistance.
What problems is the product solving and how is that benefiting you?
We were utilizing the product to the best of our abilities. Aravind called to see about setting up a meeting to chat about the product and introduced me to Sushanth. Sushanth was exceedingly helpful, he helped me understand how to create a new report, and even taught me how to customize it in ways I was unaware were an option. The call got me excited to spend more time working with the product to see how better it can suit our needs. When I was unable to setup an automation that I wanted I reached out to Sushanth who immediately replied, and is helping me set it up. The customer service is phenomenal.
Freshdesk Automation and Custom Scenarios That Simplify Daily Work
What do you like best about the product?
After migrating to Freshdesk, we immediately appreciated the extensive automation options and the ability to create custom scenarios. This was crucial for us, we were able to configure the system to reflect our actual operations and simplify the team’s daily workload.
What do you dislike about the product?
Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that.
What problems is the product solving and how is that benefiting you?
Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution.
Easy-to-Use Ticketing and Automations That Streamline Project Workflows
What do you like best about the product?
Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions.
What do you dislike about the product?
Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed.
What problems is the product solving and how is that benefiting you?
The ability to keep track of work processes and the communication linked to those jobs.
Intuitive Platform with Integration Versatility
What do you like best about the product?
I appreciate how Freshdesk is very usable and intuitive. It's great that both our customers and internal teams can use it without needing extensive training, thanks to its intuitive design. I also find the accessibility through email and the web portal really beneficial as it simplifies the process significantly. The setup was very simple and straightforward, which made the transition easier for us.
What do you dislike about the product?
One of the problems with Freshdesk is that it only supports one set of business hours, whereas we actually have four teams spread across different business hours and have different SLA business hours for different customers.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for managing production and test ticket requests effectively. It simplifies support by being intuitive and accessible, reducing our need for extensive training. We use both its email and web portal channels.
Smooth, Easy Tool That Keeps BAU Running Without Issues
What do you like best about the product?
works smoothly and easily, for BAU process works without issue.
What do you dislike about the product?
export from Salesforce took months and months to do.
What problems is the product solving and how is that benefiting you?
Easy to reply to customers with speed.
Ticketing has streamlined IT requests and has provided faster, well-documented issue resolution
What is our primary use case?
What is most valuable?
Freshdesk has all features, including automatic ticket assignment, notifications, and reporting tools. Administrators with access can assign tickets to anyone. The user interface is very good, and anyone can easily learn how to assign and create a ticket.
Previously, when anyone faced an issue, they had to call IT, and there was no record of what was done or what the cause was. Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.
Freshdesk is leading to faster resolution because the ticket is assigned to an engineer who will start working immediately.
What needs improvement?
As of now, Freshdesk has no inventory assignment. If Freshdesk could include the data of devices, it would be more valuable for all customers. Adding inventory details to the features would make it easier for us.
For how long have I used the solution?
I have been using Freshdesk for the last three years, including two years in my current role.
What do I think about the stability of the solution?
Freshdesk is stable.
What do I think about the scalability of the solution?
Freshdesk is scalable, and the users are happy with it. They can easily send an email to support, and a ticket gets generated for the IT person.
How are customer service and support?
I have not used customer support often, but the customer support is good. I have tried it one or two times.
Which solution did I use previously and why did I switch?
We have not used any other solution. We were doing it manually before.
How was the initial setup?
The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.
What's my experience with pricing, setup cost, and licensing?
The setup cost and licensing are very good, but if Freshdesk could add the inventory features, it would be more valuable for us.
Which other solutions did I evaluate?
I have not evaluated other options before choosing Freshdesk.
What other advice do I have?
Freshdesk is a time saver and reduces the need for fewer employees. The service desk employee's workload has decreased with the help of Freshdesk. I recommend using Freshdesk because it is a good solution for the ticketing portal. I rate Freshdesk nine out of ten because it does not have any type of inventory record detail. I give this review a rating of nine out of ten.
Easy to Use Once Set Up, Great Canned Responses and Article Management
What do you like best about the product?
Ease of use once set up. Canned responses and solution article management are great
What do you dislike about the product?
Some missing reportable fields such as date or time last touched for tickets.
Would like to report easily on that metric.
Would like to report easily on that metric.
What problems is the product solving and how is that benefiting you?
Helps us keep track of support queries and assign them to the relevant parties for resolution. We also have it set up to remind us if tickets need to be billed for and their progress in the billing cycle.
Beginner-Friendly Omnichannel SaaS with Responsive Support
What do you like best about the product?
An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle.
What do you dislike about the product?
Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process.
What problems is the product solving and how is that benefiting you?
A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance.
Ticket automation has improved response times and now supports data‑driven team decisions
What is our primary use case?
Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and responding to customers to ensure we hit our support SLAs.
We use Freshdesk as a ticketing tool for customer emails; it is a highly efficient ticketing management tool. It helps with customer self-service as well as advanced features such as automation of workflows, and it also provides many performance insights in the form of analytics where we are able to make data-driven decisions.
What is most valuable?
The best features Freshdesk offers include automation of workflows, insights and analytics, performance analysis and charts, an efficient ticketing management tool, great customer support, live chat, a ticket submission portal, email monitoring, automation potential, centralized communication records, a clean user-friendly and intuitive interface, and intuitive ticket properties.
The capability of automating workflows streamlines the process and saves us time.
Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn. It has allowed us not to invest in additional chat platforms, therefore saving us cost, and it is very easy to use for both clients and my team members. It has reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket. Automation of assigning tickets helps in reducing overall operational costs for the company, freeing up agents to do other complex and much-needed tasks. The better analysis of the overall incoming and outgoing tickets, SLA adherence or violation helps reconfigure the team as per requirement.
What needs improvement?
Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.
For how long have I used the solution?
I have been working there for the past five years.
What do I think about the stability of the solution?
Freshdesk is very stable; we have not experienced any downtime or lagging so far.
What do I think about the scalability of the solution?
Freshdesk is very scalable and can handle my organization's growth very efficiently.
How are customer service and support?
The customer support is relatively very proactive and supportive 24/7, and I am very happy with them because they maintain their professionalism and are able to find a solution to any problem on time.
Which solution did I use previously and why did I switch?
What was our ROI?
I have seen a return on investment through better analysis of the overall incoming and outgoing tickets. SLA adherence or violation helps reconfigure the team as per requirement. Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks. It has also reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket.
What's my experience with pricing, setup cost, and licensing?
The pricing experience is relatively competitive, so it is cost-effective. After going through a smooth learning curve, you are able to do the setup on your own, making it smooth and easy.
Which other solutions did I evaluate?
Before choosing Freshdesk, I evaluated Freshdesk among other options.
What other advice do I have?
My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the company for customer support, which can be automatically assigned based on the skill set of the customer representative. Multiple teams can collaborate on an issue by creating threads or private notes, making it easier for the customer representative to deal with as all the information is under one ticket and easy to use, helping to resolve customer issues on time and in a cost-effective manner. I highly recommend Freshdesk.
Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers. It is also very highly cost-effective compared to other competitors, and it has great features such as automation and knowledge base articles, which help free up agents' time to focus on more critical tasks and saves them considerable time. I rate this product an 8 out of 10.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
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