What do you like best about the product?

Freshdesk is super easy to use and doesn't feel overwhelming like some support tools do. Everything is clean and organized, so managing tickets doesn't turn into mess. I also like how automation and canned replies save time and reduce repetitive work. It just makes handling customer queries smoother and less stressful, especially when things get busy.

What do you dislike about the product?

Freshdesk can feel a bit overwhelming at the beginning because there are so many features, tabs and settings to explore. While this is great once you are used to it, the initial learning curve can be confusing, especially for new users or small teams. Another downside is that some really useful features, like advanced automation, detailed reports or certain integrations are only available on higher pricing plans. This can be limiting if you are on a basic plan and want more flexibility. Also, when ticket volume is high, the interface can feel slightly cluttered, which slows things down a bit.

What problems is the product solving and how is that benefiting you?

Freshdesk solves the problem of customer support getting messy and unorganized when queries start coming in from multiple channels. Instead of juggling emails, chats and tickets separately, everything is managed in one place. For me, this is helpful because it keeps conversations structured and easy to track. Automation, ticket prioritization and clear workflows save time and reduce manual effort. It makes responding to customers faster and less stressful, especially during busy periods and helps ensure nothing slips through the cracks.

What do you like best about the product?

It enables efficient handling of customer queries through automation, SLA tracking, and multi-channel support, which helps maintain timely and consistent customer service.

What do you dislike about the product?

There is Nothing to dislike everything is perfect!

What problems is the product solving and how is that benefiting you?

Freshdesk solves the challenge of managing customer support requests efficiently across multiple channels.
It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support.

What do you like best about the product?

The core ticketing functionality is solid and reliable day-to-day.

Automation rules, SLAs, and basic workflows are well thought out and generally easy to configure.

The product scales reasonably well as volume increases, and the reporting covers most standard support needs.

For frontline support teams, onboarding and daily usage are straightforward.

What do you dislike about the product?

Commercial and billing flexibility doesn’t match the operational flexibility of the product itself.

Seat management and subscription changes feel rigid and process-heavy, particularly for businesses that need to scale down as well as up.

Support responses on billing and contractual questions can be slow, repetitive, and policy-driven rather than clearly anchored to transparent terms.

Escalations tend to introduce more stakeholders without necessarily increasing clarity or resolution speed.

Additional context
In our case, a straightforward seat reduction request involved long response delays and reliance on cancellation-style clauses that could not be clearly pointed to in writing when asked. While the outcome was ultimately enforced, the lack of transparency and responsiveness is something prospective buyers should factor in alongside the product’s strengths.

What problems is the product solving and how is that benefiting you?

Support tickets

What do you like best about the product?

Freshdesk is straightforward to use and highly efficient. It streamlines ticket management, accommodates various channels, and provides excellent automation and integration features.

What do you dislike about the product?

The user interface doesn't stand out as much as those of other tools.

What problems is the product solving and how is that benefiting you?

The user interface

What do you like best about the product?

Freshdesk is well-known for its straightforward setup process. Unlike many competitors that may need a dedicated consultant or take weeks to configure, Freshdesk allows you to start routing tickets in about an hour.

What do you dislike about the product?

I've been told that the pricing is higher compared to other solutions.

What problems is the product solving and how is that benefiting you?

By streamlining communication and automating everyday workflows, this solution tackles the operational challenges that often slow down a growing business.

What do you like best about the product?

What I like best about Freshdesk is its simplicity and speed to value, especially for support-focused teams.
Freshdesk can be set up with minimal configuration compared to larger enterprise platforms.
It excels at handling tickets, SLAs, automations, and multichannel support (email, chat, phone).
Freshdesk provides responsive and helpful customer support, along with clear documentation and resources that make it easy to resolve issues quickly.
The platform is used daily by support teams to manage tickets and customer interactions, making it a core tool for day-to-day operations.
It's also easier integrate.

What do you dislike about the product?

Freshdesk works well out of the box, but it becomes restrictive when you need highly customized workflows or data models.
While integrations exist, they are not as deep or flexible as enterprise platforms like Salesforce

What problems is the product solving and how is that benefiting you?

Freshdesk solves the problem of managing customer support efficiently without complexity and it is very cost effective.

What do you like best about the product?

What I like best about Freshdesk is how simple and organized it makes customer support. All customer conversations, emails, chat messages, and tickets come into one place, so nothing gets lost. This makes it very easy to track issues and respond on time. Another thing I really like is the clean and user-friendly interface. Even a new team member can start using Freshdesk quickly without much training. Everything is clearly labeled, and workflows feel natural. The automation features are also very useful. Freshdesk can automatically assign tickets, set priorities, and send notifications. This saves a lot of manual effort and helps the support team focus on solving problems instead of managing tickets. I also like the collaboration features; team members can add internal notes, share context, and work together on complex tickets without exposing internal discussion to customers. Overall, Freshdesk feels like a reliable and easy-to-use tool that fits well into daily support operations.

What do you dislike about the product?

One thing I dislike about Freshdesk is that some advanced features are available only in higher plans. For small teams or startups, this can limit how much value you get from the lower-tier plans. Another drawback is that reporting and analytics can feel basic unless I upgrade. While standard reports are helpful, deeper insights and customization sometimes require extra configuration or higher pricing. Sometimes automatic rules can become complex to manage as the number of workflows grows. If not well organized, it can be hard to understand why a ticket behaved a certain way. Performance can also slow down slightly when handling a very large number of tickets, especially during peak support hours.

What problems is the product solving and how is that benefiting you?

Freshdesk solves the core problem of scattered and unorganized customer support communication. Without a proper support system, customer issues come through different channels like email, chat, and social media, making it hard to track and respond efficiently. Freshdesk brings all these interactions into one unified ticketing system, which helps ensure that every customer request is handled properly. It also solves the problem of slow response times. With automation, SLAs, and priority rules, tickets are routed to the right team members quickly. This helps me respond faster and meet customer expectations more consistently. Another major benefit is better visibility into support operations. Freshdesk allows me to see how many tickets are open, who is working on what, and where delays are happening. This visibility helps improve team performance and identify bottlenecks early. Freshdesk also helps solve the problem of lack of collaboration in support teams. Internal notes, shared ownership, and team workflows make it easy for multiple people to work on the same issue without confusion. This is especially useful for technical or complex customer problems. It improves customer satisfaction by keeping communication clear and transparent. Customers receive updates, confirmations, and responses in a timely manner, which builds trust and confidence in their support process. Another important benefit is knowledge management. Freshdesk allows creating help articles and FAQs so customers can find answers on their own. This reduces repetitive tickets and frees up support agents to focus on more important issues. Freshdesk also helps with scalability. As the business grows and ticket volume increases, workflow, automation, and reporting can scale without changing tools, this makes it suitable for both small teams and growing organizations. It also supports multi-channel support so customers can reach out using the platform they prefer while their support team manager has everything in one place. Overall, Freshdesk benefits me by making customer support organized, efficient, collaborative, and scalable; it reduces chaos, improves response quality, and helps deliver a better customer experience with less operational stress.

What do you like best about the product?

It seems like their software is built with all kinds of companies in mind. This could be a good thing, but also a bad thing as it feels bloated and sometimes difficult to use as the add-ons and integrations require extra subscriptions and tech knowledge to integrate.

What do you dislike about the product?

Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together.

Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk.

What problems is the product solving and how is that benefiting you?

Customer service and customer self-service.

What do you like best about the product?

I like Freshdesk's clean, easy-to-use interface and strong automation features. The ticket management, SLA tracking, and multi-channel support work especially well and help teams stay organized while responding to customers efficiently. The initial setup was very easy, with guided onboarding, clear settings, and quick configuration that allowed us to start handling tickets almost immediately.

What do you dislike about the product?

Some advanced customization and reporting features are limited on lower-tier plans, and setting up complex automation rules can take time. Improving reporting flexibility and simplifying advanced configurations would make the experience even better.

What problems is the product solving and how is that benefiting you?

I use Freshdesk to manage customer support tickets, respond to queries across multiple channels, and track issues. It solves the problem of scattered queries by centralizing them into one system, helping me stay organized and provide consistent, high-quality customer support.

What do you like best about the product?

I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users.

What do you dislike about the product?

I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent.

What problems is the product solving and how is that benefiting you?

I use Freshdesk to automate ticket alignment, boosting our productivity by letting us focus on solving IT issues instead of manual ticketing. The automation reduces manual workload, easily handling up to 300 tickets, which makes it an excellent ITSM tool.