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.
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.
Easy to Manage with a Friendly Interface and Handy App Notifications
What do you like best about the product?
Easy to managed, got app to view notification and reply. friendly interface
What do you dislike about the product?
so far only the package, pay more get more benefit. but its okay
What problems is the product solving and how is that benefiting you?
Can track ticket, got dashboard to view status and good for monthly reporting and KPI
Streamlined Support Management with Freshdesk
What do you like best about the product?
I really like how intuitive and user-friendly Freshdesk is. It makes managing high volumes of customer conversations much more organized and efficient, especially with features like ticket automation, canned responses, and team collaboration tools. I also appreciate the reporting and analytics, which help us track performance and continuously improve our support workflows
What do you dislike about the product?
While Freshdesk is a powerful platform, some areas can feel a bit rigid or overly complex, especially when trying to customize workflows or automate more advanced processes. The interface can occasionally feel cluttered when managing a high volume of tickets, and certain features require multiple steps that could be more streamlined. Additionally, some reporting and customization options are limited unless you’re on higher-tier plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and organize customer communication across multiple channels, which eliminates inbox chaos and prevents messages from falling through the cracks. It improves response time, accountability, and collaboration across our team by assigning, tracking, and prioritizing tickets efficiently. Overall, it allows us to provide faster, more consistent support while maintaining visibility into workload and performance.
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
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