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.
Intuitive UI and Easy Customization
What do you like best about the product?
I like the user interface and ease of customization. How easy to setup and get started and supporting users.
What do you dislike about the product?
The lack of user guide to help with how to customize to our needs. We had to use ChatGPT to help us with some of the things we currently are doing. Having to have agents to have seats in the system which has to be purchased. It would be much better to pay a fee and have a number of seats to both us as tech and our school stcs to be able to access the system to communicate about issues.
What problems is the product solving and how is that benefiting you?
It allows us to have all our tickets in one system. It also allows to end user to solve issues for themselves and email problems in or click link from our company website to put in tickets.
Simple Interface, Powerful Features, and Easy to Learn
What do you like best about the product?
Simple interface but powerful features. Very easy to use, learning curve is short
What do you dislike about the product?
Reporting exports are not useful and confusing
What problems is the product solving and how is that benefiting you?
Centralized management of support tickets. Benefits and rewards us in time saved.
Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support
What do you like best about the product?
The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
What do you dislike about the product?
The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Accessibility, agility, and total control of customer requests in a single dashboard.
What do you like best about the product?
Ease, availability, cost, and tools
What do you dislike about the product?
Reports in agile culture mode. Easier integrations with other tools, without the need for a developer.
What problems is the product solving and how is that benefiting you?
Customer service whenever I have new requests I can handle them quickly and return to the customer with pre-defined steps.
Freshdesk Streamlines Support with a Powerful Shared Inbox
What do you like best about the product?
Freshdesk has streamlined our business operations and the management of customer inquiries and requests. A shared inbox that integrates with email and Facebook, along with all the additional ticketing features, has made the work of our customer support team much easier.
What do you dislike about the product?
Perhaps the lack of Instagram integration.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly streamlined our business by centralizing email and Facebook inquiries into a single shared inbox. The robust ticketing features have eliminated manual chaos, allowing our support team to respond faster and more efficiently. The only minor drawback is the current lack of Instagram integration, but overall, it has greatly improved our operational clarity.
Clean, Easy-to-Use Interface with Effortless View Setup
What do you like best about the product?
Clean look, easy to use. Easy to setup views
What do you dislike about the product?
I've not found any downsides to freshdesk
What problems is the product solving and how is that benefiting you?
solving a requirement for ticketing system
Clear Ticket Visibility and Simple Workflows with Built-In Reporting
What do you like best about the product?
Its clear ticket visibility, simple workflows, and built-in reporting, which let us track accountability, resolve issues efficiently, and communicate professionally without unnecessary complexity.
What do you dislike about the product?
it has rigid customization in some areas, and occasional friction with automations, which can make advanced analysis and fine-grained workflow tuning harder than expected.
What problems is the product solving and how is that benefiting you?
it helps us work more efficiently, more transparently, and with less administrative overhead.
Omni-Channel Single Desk That Boosts Agent Efficiency
What do you like best about the product?
Omni Channel that connects the customers on single desk which agents efficiency
What do you dislike about the product?
I did not find feedback survey campaign feature
What problems is the product solving and how is that benefiting you?
It helps a lot by reducing the agent manual work and easy tracking tickets and agents performance
Reliable, Clean UI/UX That Makes IT Support Easy
What do you like best about the product?
For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk.
What do you dislike about the product?
If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile.
What problems is the product solving and how is that benefiting you?
Concentrating problems and solutions in one place, making backlogs easy to manage, it benefits me greatly with the todo list (for on-site support and things that were not entered into the ticketing system)
Easy, Straightforward Tool for Creating Requests and Reporting Issues
What do you like best about the product?
Easy to use, straight to the point, user-friendly, lets me create and submit requests, report issues, and get. The automation and reporting features save time and help improve response times. Helpdsk solutions too
What do you dislike about the product?
nothing negative,im a user of it, but i dont find any problem or negative. pretty straightforward
What problems is the product solving and how is that benefiting you?
keeping everything organized in one place. Support tickets are tracked properly, and responses are faster , immediate alerts and notifications
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