Freshdesk
Freshworks Inc.External reviews
3,539 reviews
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External reviews are not included in the AWS star rating for the product.
Effective Email Management, But Needs More Customization Options
What do you like best about the product?
I actually enjoyed using the Freshdesk system because I felt like it organized our emails pretty well. The initial setup was pretty easy and didn't take very long to get up and running.
What do you dislike about the product?
I thought sometimes the user navigation could have been a little easier. As well as options for customizing email templates and customizing your own home page could have been a little bit better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk as a ticket system for handling email responses and organizing our ticket system effectively.
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
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
Great for Complaint Tracking, but Lacks Real-Time Performance Tracking
What do you like best about the product?
Fresh Desk helps us track our complaints and makes it easier to use the information we collect to make informed decisions.
What do you dislike about the product?
running Implementation is not easy and it affect our automation and productivity
What problems is the product solving and how is that benefiting you?
Freshdesk helps us support customers faster and smarter, with less effort. It improves our team’s efficiency, reduces the overall workload, and boosts customer satisfaction.
Fan of Freshdesk
What do you like best about the product?
The canned response option and being able to integrate solutions from our website. Also it's visually organized and easy to manage tickets and keep track of their status.
What do you dislike about the product?
Some of the limitations you have if you're not an admin. I mean that is common for every program, but when it comes to canned responses, it's a tad annoying. You want to make sure everyone can see what you've created, or you want to be able to access other canned responses that an admin made and edit them, but can't.
What problems is the product solving and how is that benefiting you?
Our website uses Freshdesk as our main support platform. This is how we receive questions, complaints, requests and more. We open it to consumers, vendors, interested parties. It's a great way to communicate and solve issues. It doesn't time out which I appreciate because when you're looking up information on another page, you can come back and continue without having to log back in. Also the canned responses feature really makes a difference in cutting wasted time responding the same questions over and over again.
Streamlined Client Support with Room for Improvement
What do you like best about the product?
I like Freshdesk because it helps streamline our processes around client support. I appreciate the ability to have different views, which allows us to toggle between them and manage our workflow efficiently. It makes context switching much easier for our team. I also find it helpful to have a trigger that shows new helpdesk tickets in a Slack channel, which keeps our team updated on new issues.
What do you dislike about the product?
The search isn't always effective and it can be hard to find historical tickets. Sometimes keywords don't return the results you would expect. There were some challenges in migration of data from the previous platform.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage helpdesk tickets and streamline client support processes. It makes switching between workflows easier with its different views, enhancing our workflow management.
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.
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.
Solid Ticketing & Automation, but Rigid Billing and Seat Management
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.
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.
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
Efficient Ticket Management, But UI/UX Needs Improvement
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
Easy Ticket Submission, No Major Drawbacks
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.
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