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.
Easy-to-Use Interface, Solid Overall Experience.
What do you like best about the product?
easy-to-use, fast interface, can be used for a small company.
What do you dislike about the product?
UI needs improvement, according to the modern time.
Also, need more work on AI
What problems is the product solving and how is that benefiting you?
Nice tool for a small company to communicate with the clients
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?
The other solutions that we used were Intercom and Atlassian Jira.
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?
Great Fit for a Small Team with a Generous Trial and Helpful Integrations
What do you like best about the product?
Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.
What do you dislike about the product?
I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.
Promised Discount Revoked and Commitments Missed—Pricing Trust Issues
What do you like best about the product?
Good blend of features and relative simplicity
What do you dislike about the product?
We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.
Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools
What problems is the product solving and how is that benefiting you?
It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change.
Intuitive UI and Easy Customization
What do you like best about the product?
I like the user interface and ease of customization. How easy to setup and get started and supporting users.
What do you dislike about the product?
The lack of user guide to help with how to customize to our needs. We had to use ChatGPT to help us with some of the things we currently are doing. Having to have agents to have seats in the system which has to be purchased. It would be much better to pay a fee and have a number of seats to both us as tech and our school stcs to be able to access the system to communicate about issues.
What problems is the product solving and how is that benefiting you?
It allows us to have all our tickets in one system. It also allows to end user to solve issues for themselves and email problems in or click link from our company website to put in tickets.
Simple Interface, Powerful Features, and Easy to Learn
What do you like best about the product?
Simple interface but powerful features. Very easy to use, learning curve is short
What do you dislike about the product?
Reporting exports are not useful and confusing
What problems is the product solving and how is that benefiting you?
Centralized management of support tickets. Benefits and rewards us in time saved.
Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support
What do you like best about the product?
The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
What do you dislike about the product?
The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Freshdesk Makes Patient Support Organized, Professional, and Easy to Manage
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What do you dislike about the product?
There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
What problems is the product solving and how is that benefiting you?
Handling patient queries and follow-up messages from different places can become confusing and time-consuming. Freshdesk helps by bringing all support communication into one system, so messages do not get missed or lost.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
Efficient customer service
What do you like best about the product?
ease of use and quick learning for new users
What do you dislike about the product?
the closure of the modification of your reports
What problems is the product solving and how is that benefiting you?
customer service
