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.
A Developer-Friendly Help desk with Powerful Integration
What do you like best about the product?
Freshdesk offers an intuitive interface and excellent api support, making it easy to integrate with other tools in our workflow. I really like how customizable the automation and workflows are from ticket routing to SLA setup, everything can be tailored to fit our exact needs. the ability to connect with Slack, Jira and CRM tools save tons of time for our support team.
What do you dislike about the product?
The reporting and analytics section could be more flexible, especially when creating custom dashboards. Some integration require higher tier plans, which can be limiting for smaller teams. Also the mobile app feels slightly less responsive compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize all customer conversations email, chat and social in one place. it's significantly improved our response time and made ticket tracking effortless. Automation rules reduce manual tasks, freeing up time for actual customer engagement. Overall, it's helped us provide faster, more consistent and high quality support.
Great for Managing Tickets and Keeping Customer Support Organized
What do you like best about the product?
What I like most about Freshdesk is how simple and well-organized it makes managing customer support. The interface is clean and easy to navigate, even for new users. Ticket tracking, task assignment, and customer replies all happen in one place, which really helps reduce confusion and keep everything consistent. I also appreciate how Freshdesk automates repetitive actions, such as ticket categorization and status updates, and that ends up saving a lot of time. On top of that, the ability to create canned responses and use tags makes it much faster to handle a high volume of requests without losing track of details.
What do you dislike about the product?
Overall, Freshdesk works really well, but at times the system can feel a bit slow, especially when I have multiple tabs or reports open. The reporting and analytics tools also aren’t as flexible as I’d like, particularly when I’m trying to customize views or pull out deeper insights. It’s not a dealbreaker for me, but it’s definitely an area where there’s room for improvement.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us add structure and visibility to our customer communication. Before we started using it, support requests often got buried in email threads, and we didn’t have a clear way to track them. With Freshdesk, each ticket has an owner, a priority, and a status, so nothing slips through the cracks anymore. It has also made it easier to measure performance using response times and resolution rates. Overall, it has streamlined our support process, improved customer satisfaction, and made the whole team more efficient and accountable.
Very User-Friendly Experience
What do you like best about the product?
While using Freshdesk, I found it very smooth and user-friendly
What do you dislike about the product?
Sometimes faced a technical glitch while using Freshdesk. But it was resolved on time
What problems is the product solving and how is that benefiting you?
It helps us to make smooth support communication
Its easy to keep a track on tickets and escalated cases.
What do you like best about the product?
Easy to use, search and communicate with other teams or customers
What do you dislike about the product?
UI is a bit confusing and messed up major problems encountered when it comes to JIRA
What problems is the product solving and how is that benefiting you?
Its helping to solve tickets, escalation cases, communicating with other teams and customers as well.
Freshdesk works good .
What do you like best about the product?
We can add all our notes in Freshdesk for our own reference, and no one else will be able to edit them.
What do you dislike about the product?
There is nothing bad about it; I find it very helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk brings together all communication channels into one unified system, allowing agents to manage everything without needing to switch between different tools.
Streamlined ticketing and support with a few quirks
What do you like best about the product?
As part of Ultrahuman's customer support team, Freshdesk has become our central hub for all client interactions. The interface is intuitive and easy to train new team members on, and the ticketing workflow keeps everything organized across email, chat, and social media. Automated responses and workflow rules help us triage urgent issues quickly, and the knowledge base makes it simple to share guides with customers. We also appreciate the integration with Slack and our CRM, so we can collaborate across departments seamlessly.
What do you dislike about the product?
While overall it's a great tool, there are a few areas where Freshdesk could improve. The reporting dashboard isn't as flexible as we'd like — customizing reports requires some trial and error, and exporting data can be time-consuming. Occasionally, we've noticed the interface lag when handling a large number of tickets or switching between views. The mobile app is handy but lacks some functionality we rely on in the desktop version. Some advanced features are locked behind higher-tier plans, which can be limiting for smaller teams.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates all of our customer inquiries into one place, which helps us manage the volume of tickets effectively. Before Freshdesk, our support conversations were scattered across email and chat, leading to missed follow-ups. By using Freshdesk, our team has a clear workflow, ensuring nothing slips through the cracks. The platform’s automation and collaboration tools allow us to assign, prioritize and resolve issues faster, which improves response times and customer satisfaction. Having a single source of truth also gives us greater visibility into recurring issues, enabling us to make data-driven improvements to our product and support processes.
Fresh service ticketing tool
What do you like best about the product?
Ticketing convenience is very good abd how we can make approval flow is also good
What do you dislike about the product?
user interface is not very good , it can be bettwr
What problems is the product solving and how is that benefiting you?
Approval flow related to incident and service request
Reliable Customer Support Platform for Scalable Service Operations
What do you like best about the product?
Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.
What do you dislike about the product?
While Freshdesk is generally easy to use, cutomizing workflows for complex support process can require additional effort. The mobile app is functional but lacks some of the advanced features available on the desktop version. Reporting could also offer more flexibility in terms of customization for leadership level insights.
What problems is the product solving and how is that benefiting you?
Freshdesk centralize our support operations, reducing dependency on scattered communication channels. It helps the team manage high volumes of queries efficiently, track SLAs, and maintain accountability across agents. This has resulted in faster resolution times, improved customer satisfaction, and better visibility for managers into performance metrics. The automation capabilities have also reduced manual efforts, allowing the team to focus more on delivering quality support.
Freshdesk Simplifies Ticket Management and Boosts Team Efficiency
What do you like best about the product?
* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
What do you dislike about the product?
* The Dashboard can feel slow during peak usage when handling a high volume of tickets.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
What problems is the product solving and how is that benefiting you?
*Centralized support- Brings all customer querues into a single platoform, reducing confusion.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
Freddy AI
What do you like best about the product?
It is easy to use and has a lot of tools.
What do you dislike about the product?
Nothing. Love it all! I use it for work all the time and I use almost every feature.
What problems is the product solving and how is that benefiting you?
We do not have any current problems, so none.
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