Freshdesk
Freshworks Inc.External reviews
3,406 reviews
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ITSM service that has great integrations
What do you like best about the product?
Great integrations and very easy to customize.
What do you dislike about the product?
Some internal terms are different for users.
What problems is the product solving and how is that benefiting you?
ITSM solution with asset management
A versatile ticketing tool, but requires a revamp
What do you like best about the product?
The ticket listing is good and lot of information available.
What do you dislike about the product?
The ui is very old as someone tried to modify it and did halfway cooked one. Incomplete, Tickets and its markers are too complicated for a agent
What problems is the product solving and how is that benefiting you?
Ticketing and tracking of current tickets
Solid Support Tool with Room for Improvement
What do you like best about the product?
I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software.
What do you dislike about the product?
Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files.
What problems is the product solving and how is that benefiting you?
I use it to enhance our support experience, improving organizational reputation and user satisfaction.
this product feels like a distant cousin of intercom
What do you like best about the product?
The analytics system is very helpful to help track team performance
What do you dislike about the product?
sometimes the stats that are reflected are not so accurate.
What problems is the product solving and how is that benefiting you?
making direct communication with our driver network and assisting them while they are on the road
Its easy to keep a track on tickets and escalated cases.
What do you like best about the product?
Easy to use, search and communicate with other teams or customers
What do you dislike about the product?
UI is a bit confusing and messed up major problems encountered when it comes to JIRA
What problems is the product solving and how is that benefiting you?
Its helping to solve tickets, escalation cases, communicating with other teams and customers as well.
Freshdesk works good .
What do you like best about the product?
We can add all our notes in Freshdesk for our own reference, and no one else will be able to edit them.
What do you dislike about the product?
There is nothing bad about it; I find it very helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk brings together all communication channels into one unified system, allowing agents to manage everything without needing to switch between different tools.
Reliable helpdesk tool that simplifies office tasks.
What do you like best about the product?
I like that freshdesk has very user-friendly design, which makes it simple to learn and use even for non technical staff. The setup process was quick and our team could start using it without much effort. I rely on it regularly throughout the day, and wide set of features like ticket categorization, auto-assign and status tracking make managing requests more efficient. It also has strong integration options, so we can connect it with other tools we already use.
What do you dislike about the product?
The platform sometimes feels crowded with too many features and it takes time to discover which ones are really useful. Some of the integration steps requires technical knowledge, which is difficult for clerical staff to handle alone. Although the customer support team is helpful but response are not always immediate.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of handling multiple requests and emails by bringing everything into a single platform. It helps me respond to queries faster, keeps records more organized and avoids missing important messages. This has made my daily office work more efficient, structured and less stressful.
Sharing My Insights on Freshdesk
What do you like best about the product?
Freshdesk is a useful tool for managing customer support. I appreciate how straightforward it is to track tickets and delegate tasks to my team. The dashboard is clean and intuitive, making it easy to navigate. It allows us to respond more quickly and keep our records well organized.
What do you dislike about the product?
One aspect I don't like is the mobile app, as it tends to crash frequently and definitely needs some improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to handle customer queries efficiently and ensures that logistics issues are organized in a single location.
Streamlined ticketing and support with a few quirks
What do you like best about the product?
As part of Ultrahuman's customer support team, Freshdesk has become our central hub for all client interactions. The interface is intuitive and easy to train new team members on, and the ticketing workflow keeps everything organized across email, chat, and social media. Automated responses and workflow rules help us triage urgent issues quickly, and the knowledge base makes it simple to share guides with customers. We also appreciate the integration with Slack and our CRM, so we can collaborate across departments seamlessly.
What do you dislike about the product?
While overall it's a great tool, there are a few areas where Freshdesk could improve. The reporting dashboard isn't as flexible as we'd like — customizing reports requires some trial and error, and exporting data can be time-consuming. Occasionally, we've noticed the interface lag when handling a large number of tickets or switching between views. The mobile app is handy but lacks some functionality we rely on in the desktop version. Some advanced features are locked behind higher-tier plans, which can be limiting for smaller teams.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates all of our customer inquiries into one place, which helps us manage the volume of tickets effectively. Before Freshdesk, our support conversations were scattered across email and chat, leading to missed follow-ups. By using Freshdesk, our team has a clear workflow, ensuring nothing slips through the cracks. The platform’s automation and collaboration tools allow us to assign, prioritize and resolve issues faster, which improves response times and customer satisfaction. Having a single source of truth also gives us greater visibility into recurring issues, enabling us to make data-driven improvements to our product and support processes.
Fresh service ticketing tool
What do you like best about the product?
Ticketing convenience is very good abd how we can make approval flow is also good
What do you dislike about the product?
user interface is not very good , it can be bettwr
What problems is the product solving and how is that benefiting you?
Approval flow related to incident and service request
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