Freshdesk

What do you like best about the product?

Freshdesk has a user-friendly interface and an efficient ticket management system. It helps support teams organise customer queries, prioritise issues, and track resolution in one place. I also appreciate its automation feature, knowledge base integration, and multi-channel support, which improve productivity and enhance the overall customer experience. I also like Freshdesk because it is easy to use, helps me manage customer tickets, and offers automation features that make customer support faster and more organised.

What do you dislike about the product?

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations.

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

Freshdesk helps solve the challenge of managing customer inquiries from multiple channels in one place. It centralizes emails, chats, calls, and social media messages into a single ticketing system, making it easier to track, prioritize, and resolve customer issues. This benefits me by improving response times, increasing productivity, and ensuring that no customer request is missed.

What do you like best about the product?

The main thing that I love about Freshdesk is the ticket management system since it allows for easier organization, prioritization, and resolution of customer support issues. This ticket management system is supported by various automation tools, reporting options, and collaborative options.

What do you dislike about the product?

nothing to add this time from my side everything seem fine

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

Freshdesk addresses the problem of handling customer support queries from different communication channels with its all-in-one software platform. It integrates ticketing, communication, and support processes into one system that increases the efficiency of the processes involved and leads to improved customer support experiences.

What do you like best about the product?

Freshdesk is easy to use and helps manage customer queries efficiently. I like how it keeps all tickets organized in one place, making it simple to track issues, collaborate with teams, and provide timely support to customers.

What do you dislike about the product?

"Sometimes Freshdesk can be a bit slow when loading tickets, and finding specific information across multiple tickets can take extra time. Some features also require several clicks to access, which could be streamlined for a smoother experience."

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

"Freshdesk helps us manage and track customer queries efficiently in one place. It makes it easier to assign tickets, monitor progress, maintain communication history, and ensure timely resolutions. This improves productivity, helps provide better customer support, and reduces the chances of missing customer requests."

What do you like best about the product?

Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable.

What do you dislike about the product?

I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software.

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

As I already mentioned, Freshdesk has improved my working capability in a measurable way. I created a ticketing and workflow system to take approvals and receive work requests from users through tickets, and that has been very beneficial for me.

What do you like best about the product?

The options and flexibility it provides. It is intuitive and easy to use.

What do you dislike about the product?

There is nothing to dislike so far. Maybe more options for reports?

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

It is helping us track tickets and requests, but also connects to our PDQ

What do you like best about the product?

What stood out to me first was how quickly the team adapted to it without much training. We muved from shared in boxes and scattered chats into Freshdesk, and suddenly it became easier to track who replied to what and which issues for still hanging. They are automation rules saved us more time than expected, especially for repetitive request that used to eat up half of the day.

What do you dislike about the product?

Reporting is useful though few dashboards felt limited unless you spend time customizing them properly. Also if your team grows quickly managing notifications can become no IC unless you find tune everything early on.

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

Now the team has a clearer system for ownership and follow ups. Customers get faster replies, internal communication is cleaner, and it's easier to spot recurring issues instead of reacting to everything manually each day. Freshdesk helped us bring structure to customer support without making the process feels robotic. Before using it, requests came from email, chat and social platforms separately, which led to delayed responses andd duplicate work.

What do you like best about the product?

I like how Freshdesk is very simple and organized, making customer support and handling queries for email, chat, and other platforms easier. The automation features are really helpful because they reduce manual work by automatically assigning tickets and managing responses, priorities, etc. It's a cloud-based tool that is easy to learn and use, with a clear interface and good automation tools that are great for both small and medium businesses. Additionally, Freshdesk provides good automation and integrations suitable for scaling support teams. I also appreciate the easier setup and learning curve, better ticket organization, and the cleaner dashboard that makes daily operations smoother.

What do you dislike about the product?

The design is maybe not the best, like add-ons feature requires expensive plans. The software can feel expensive and slow when handling large ticket volumes. There are too many notifications sometimes, and the integration setup could be better.

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

I use Freshdesk to prevent customer messages from getting lost and to manage support across multiple platforms effectively with a proper record of customer issues.

What do you like best about the product?

I use Freshdesk to manage customer support tickets, live chat, and self-service help articles. It centralizes emails, routes requests to the right team member, and tracks resolution times efficiently. I appreciate that Freshdesk solves missed emails and slow response times by organizing all support channels in one place. The automation rules and reporting save a ton of time, and the interface doesn’t get in the way when I'm busy. I also like how it was easier to set up compared to Zendesk and cheaper for our team size, making it an attractive choice. The setup was pretty straightforward, and the guided onboarding helped a lot.

What do you dislike about the product?

Custom reporting and automation are limited on lower plans. The mobile app feels slower than desktop. Advanced features cost extra, so scaling gets expensive for small teams.

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

I use Freshdesk to manage customer support tickets, live chat, and help articles. It centralizes emails, routes requests efficiently, and solves missed emails, slow response times, and scattered conversations by organizing all support channels in one place.

What do you like best about the product?

Freshdesk has an incredibly intuitive, user-friendly interface. It makes it easy for our support agents to track, prioritize, and respond to customer tickets, all without a steep learning curve.

What do you dislike about the product?

While the basic features are solid, the advanced reporting and analytics tools can feel a bit rigid. Building and customizing more complex reports to track specific team metrics ends up taking more effort than it should.

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

Freshdesk has helped us tackle the chaotic challenge of managing customer issues across separate channels by bringing email, live chat, and social media inquiries into one organized dashboard. Before we started using it, our team often ran into duplicated work, overlapping efforts, and delayed responses. Now we can provide real-time, conversational support while also logging more complex complaints without friction. The biggest benefit has been the noticeable improvement in response times and overall team productivity, which has directly led to higher customer satisfaction and a far more organized workflow.

What do you like best about the product?

I use Freshdesk to manage ticketing and inventories like laptops and headphones. It's very helpful for inventory management, providing all the information about every user's system, including system IP and other details. I appreciate Freshdesk's ability to connect to many other services, like Microsoft Teams, and receive notifications there. I really like its simple UI and user-friendly interface. I also enjoy getting reports on how many people solved tickets each month and the gamified workflow that encourages solving more tickets, which boosts productivity. As an IT Engineer, I find the system's gamified workflow particularly valuable as it assigns points for resolving tickets and deducts for overdue ones, making everyone eager to be in first place.

What do you dislike about the product?

Based on our requirements, everything works fine. But for their AI, we need to pay extra, and because of that, we are not able to use it. It's better if the AI is provided in the same all the licenses. Search accuracy and speed: ticket search becomes inconsistent or slow when the database grows large. Agents waste time finding old conversations, attachments, or customer history. My team did the initial setup, and it was a little bit complex since we needed to add all the details and set up all the navigation.

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

I use Freshdesk for managing ticketing and inventory, getting detailed system info for users. It integrates with other services and has a gamified workflow that boosts productivity. However, ticket search can be slow with large databases, creating inefficiencies.