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.
Freshdesk Turned Our Daily Support Chaos Into a Routine We Can Trust, It's Reliable and Easy to use.
What do you like best about the product?
The ticket view is clean and switching between conversation feels effortless. I especially like how internal notes work we can discuss an issue internally without confusing the customer. Over time, the automation has quietly taken work off my plate, like tagging tickets correctly and assigning them to the right person without manual effort.
What do you dislike about the product?
When I wanted to fine tune reports or customize workflows, I had to spend time exploring menus and documentation. It's not hard, but it's not instantly obvious either. Also, performance can slow a bit when handling a large volume of tickets at once, especially during peak hours.
What problems is the product solving and how is that benefiting you?
Before, follow ups were missed and ticket ownership doesn't wasn't always clear. Now every issue has a clear trail from messages to resolution. This has reduced back and forth, improved response times, and helped us stay consistent even when the workload increases. It's made customer support feel manageable instead of reactive.
Fast, Modern, and Easy-to-Use Helpdesk Software
What do you like best about the product?
Fast, easy-to-use, modern helpdesk software that feels straightforward and efficient to work with.
What do you dislike about the product?
Compared with Salesforce or Zoho Desk, it feels limited when it comes to customization options and support for custom development.
What problems is the product solving and how is that benefiting you?
Customer support via live chat, chatbot, email (tickets), and telephony—all in one place.
Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency
What do you like best about the product?
I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service.
What do you dislike about the product?
I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience.
Streamlined Enquiry Management, Needs Better Generative AI
What do you like best about the product?
I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently.
What do you dislike about the product?
I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details.
What problems is the product solving and how is that benefiting you?
Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods.
Best Support Company I’ve Worked With
What do you like best about the product?
The best support company I have worked with, easy for use and implement, integrated with other applications.
What do you dislike about the product?
At the moment, I haven’t found any features that I don’t like.
What problems is the product solving and how is that benefiting you?
It’s an integrated assistant that helps me organize all my PR and Help Desk activities.
Great UI, but missing dark mode makes long days tough
What do you like best about the product?
The UI is great, and I like it a lot, even though dark mode is missing.
What do you dislike about the product?
There’s no dark mode. I’m in Freshdesk about 8 hours a day, and my eyes end up hurting a lot because of it.
What problems is the product solving and how is that benefiting you?
It’s easy to read and set up.
User-Friendly Ticket Management with Powerful Automation and Reporting
What do you like best about the product?
Freshdesk is its user-friendly interface and efficient ticket management system. It makes it easy to track, prioritize, and resolve customer issues in a timely manner. The automation rules, canned responses, and clear SLA visibility help improve productivity and ensure consistent customer communication, while the reporting tools provide useful insights into team performance.
What do you dislike about the product?
What I dislike about Freshdesk is that some features can feel limited or rigid without advanced customization, and certain workflows require multiple steps, which can be time-consuming.
What problems is the product solving and how is that benefiting you?
Freshdesk helps solve the problem of managing and organizing high volumes of customer queries across multiple channels by centralizing them into a single ticketing system. This benefits me by improving visibility, prioritization, and response time, ensuring no customer request is missed. The automation and SLA tracking reduce manual effort, help maintain service quality, and enable faster, more consistent resolutions, ultimately improving both efficiency and customer satisfaction.
Easy to Navigate Freshdesk with Excellent Support Articles
What do you like best about the product?
I like how easy it is to navigate freshdesk and the support articles are very good.
What do you dislike about the product?
Lack of some automation events makes it difficult to create and implement complex automations.
What problems is the product solving and how is that benefiting you?
Freshdesk is fast, easy to use and the report builder and data exports are veery helpful.
Effortless Ticket Management and User Collaboration
What do you like best about the product?
I find Freshdesk great for making workflows faster and resolving tickets efficiently. It helps with analysis and updates on devices and keeps me informed about backlogs at our repair center. I love that it streamlines the acknowledgment and passing of messages to third parties quickly. The efficiency in providing detailed data on every task is impressive. I actually love the surprise factor it brings when problems are resolved, sometimes leaving my colleagues in awe. Also, the setup was smooth, easy, and understandable.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Freshdesk speeds up workflows, helps resolve tickets, tracks backlogs, facilitates message passing, and enables team awareness on issues resolved without direct contact.
Excellent for Client Servicing Emails with an Easy-to-Manage Admin Dashboard
What do you like best about the product?
It’s very good for sending and receiving emails, especially if you work in a client servicing role. The admin dashboard is also easy to use and manage.
What do you dislike about the product?
If an email is assigned to someone else, it never shows that I worked on it at any point. Instead, I have to open it and check.
What problems is the product solving and how is that benefiting you?
It is very good for our clients as we know the email will never be missed and worked upon
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