Freshdesk

What do you like best about the product?

all products under one roof so to speak and its very user friendly

What do you dislike about the product?

some of the settings are difficult to configure if you are someone who doesnt have much experience using tools.

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

solving customer support live chat and emails

What do you like best about the product?

What I appreciate most about Freshdesk is its user-friendly and intuitive interface. The platform is straightforward to navigate, making it easy to manage customer inquiries, track tickets, and streamline daily operations. Its simplicity and efficiency help improve productivity and overall customer support management.

What do you dislike about the product?

While Freshdesk is generally easy to use, some advanced features and workflows require third-party apps or additional integrations to function effectively. This can increase costs, complicate setup, and affect operational efficiency. Expanding native features and improving automation flexibility would provide a more seamless and cost-effective experience.

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

Freshdesk helps us manage high volumes of customer inquiries by centralising tickets, automating assignments, tracking response and resolution times, and maintaining customer communication history. It improves workload distribution, team accountability, and visibility into unresolved issues. Its reporting and SLA monitoring features also help us identify delays, measure agent performance, and maintain consistent service standards across our support operations.

What do you like best about the product?

Freshdesk has been very affordable for us for the features it offers, and the price point has been great when we compare them with others in the market

What do you dislike about the product?

The knowledge base could use some improvement, and the mobile app isn't as user-friendly as the web version.

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

Freshdesk has been very affordable.

What do you like best about the product?

It’s not as complicated as some competitors—if you’re looking for an easy ticketing tool, this one is really good. The UI is simple, and it’s fairly easy to get started and begin working with it.

I also like that you can add smaller features (like an OOO handler or signatures) and set up integrations with other tools. The ticket automations can handle a lot of cases that I would normally have to do myself. Because the ticketing part is straightforward, you can stay focused on the tickets and work through them quickly.

Support is great as well. When I ran into issues with the API and reports and couldn’t handle it on my own, the support team always helped and suggested out-of-the-box solutions.

What do you dislike about the product?

Connecting the MCP server through AI tools is a bit difficult. Instead of using the native connector, I had to rely on a few workarounds. Also, the rules in the ticketing automation don’t always cover what I need. On top of that, I can’t use full-text search through the API, which would be ideal for working with AI.

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

I use Freshdesk mainly for ticketing and ticket automation. The automations and filters save me a lot of time—rather than triaging tickets manually, the automations handle it for me. The ticketing itself is straightforward, and once I set Freshdesk up and integrated it with the other tools we use, it became a real time-saver for working with client cases and data. It also helps me troubleshoot similar cases, since it functions partly as a knowledge base for my team.

What do you like best about the product?

Freshdesk has a fairly smooth learning curve, and it’s a strong platform even for first-time CRM users.

What do you dislike about the product?

The option to connect to social media is tricky

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

Freshdesk helps me keep all communication in one place, so even new employees can easily access the information they need to seamlessly assist long-standing customers.

What do you like best about the product?

The AI integration makes it easy to use.

What do you dislike about the product?

The Filters are a bit confusing at times.

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

It makes navigation easy and I don't have to read 100s of email by myself.

What do you like best about the product?

I use Freshdesk to bring support tickets from multiple partners, customers, and products into one place and assign them to the right people. I find the interface easy to understand, which makes onboarding new employees easier. When they log in, their open queue is ready, so they can get to work without searching for tickets. I also like the robust, easy-to-use reporting. I can create a dashboard for each employee and get daily, weekly, and monthly visibility into top performers and customers, so I can make sure nothing falls through the cracks. Setup was pretty easy, and once I built the automations, they ran pretty smoothly.

What do you dislike about the product?

Freddy AI isn’t as friendly as it should be and didn’t hit the mark for us. We built our own AI bot on top of Freshdesk, and it works significantly better. We also use the API heavily and had to request a higher rate limit because we didn’t know our plan still allowed 5,000 calls per hour instead of the new 400 calls per minute. It would have been nicer to have the rate limit updated automatically. The most difficult part of setup was building the automations we wanted, though they run pretty smoothly now that they’re set up.

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

I use Freshdesk to bring support tickets from multiple partners, customers, and products into one place and assign them to the right staff so they can be handled in an orderly manner.

What do you like best about the product?

I like the ease of use of Freshdesk and the customizable client frontend. I appreciate the integrations with other business tools: when we receive a ticket, it and the entire thread are transferred to the CRM, keeping the sales area updated; the integration with internal tracking tools allows the development office to track activities. Operators find clear and straightforward screens, enabling them to work quickly and effectively. I also find the tracking of reports and response times useful, the shared knowledge base across multiple products, the convenient customer access area, and quick communications. The initial setup was also easy. I have already recommended Freshdesk to colleagues from other companies.

What do you dislike about the product?

I find the number of some fields limited during entity creation; for example, in the company, there is a limit to the number of link fields.

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

I use Freshdesk to track reports and response times, share a knowledge base across multiple products, offer customers a convenient access area, and communicate quickly.

What do you like best about the product?

I use Freshdesk to handle customer tickets and provide support. It makes it easy to organize, sort, and assign tickets, manage feedback and response times, and keep track of our KPIs. I like how easy the UI is and how easy it is to track what matters most to us, like response due times and assignments. I also like getting dashboards on demand, generating formatted reports, and adding private notes to collaborate with other agents. The onboarding was super easy and streamlined, as far as I remember.

What do you dislike about the product?

I’d appreciate AI automation to auto-tag tickets into categories and support for Claude agents, so agents don’t have to manually sift through each ticket to classify it.

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

I use Freshdesk to sort and assign tickets, manage feedback and response times, track KPIs, and get brief dashboards on demand. It helps us provide and manage customer support.

What do you like best about the product?

Freshdesk helps me manage our emails and customer communication across platforms. I especially like the automations for sorting and routing: they catch specific words, send emails to the right person, and save the teams that use the platform hours of manual work. They also help us avoid having someone read every email just to decide where it should go, and let us use people’s skills in other areas of the business. I like that we can trigger automations with certain responses and create custom apps for our business, and that Freshdesk lets us explore what we can do within the platform. It also helps us report on team performance. The web form is very cool, and functionality-wise, Freshdesk serves its purpose. We’ve been using it for over a decade, and hopefully we’ll continue to use it.

What do you dislike about the product?

I find some limitations with HTML support. We’ve had to build custom apps around it, and the automations don’t support HTML-type content, which affects our plans for an auto email responder. I’d also like a lot more customization in reporting. Most of the system is fairly easy to use, but some parts feel overly complicated.

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

Freshdesk helps us manage customer emails and communication channels. Sorting and routing automations catch specific words and send emails to the right person, saving our teams hours of manual sorting and letting people use their skills elsewhere. We can report on team performance and build custom apps.