Freshdesk
Freshworks Inc.External reviews
3,433 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Ticket Management with Minor Reporting Limits
What do you like best about the product?
I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.
What do you dislike about the product?
I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.
Easy way to get support
What do you like best about the product?
It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.
What do you dislike about the product?
Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.
Affordable, User-Friendly, and Highly Automated Tool
What do you like best about the product?
This tool has a clear and user friendly interface.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
What do you dislike about the product?
The tool has worked well for us. No complaints.
What problems is the product solving and how is that benefiting you?
Through the AI powered self service feature our team is able to concentrate on other important issues in the company. This has highly promoted productivity in the company.
Unreliable Email Processing Undermines Freshdesk's Value
What do you like best about the product?
It's cheap, and you get what you pay for.
What do you dislike about the product?
The technology powering Freshdesk isn't robust and fails in catastrophic ways. Their system failed to process support emails for several days, and their support failed to acknowledge that "not receiving emails" was a critical issue. And look, we're a small business, so our account is probably not very important to them. But the one thing I expect them to be very good at is processing emails so that they show up in Freshdesk for our team to be able to respond to them. Instead, our customers were frustrated because it seemed like we were ignoring them.
What problems is the product solving and how is that benefiting you?
They give us a shared inbox so that our team can manage customer inquiries.
Simple Interface, But Serious Billing & Support Issues After 9 Years
What do you like best about the product?
The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions.
What do you dislike about the product?
After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise.
What problems is the product solving and how is that benefiting you?
Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
Freshdesk Review
What do you like best about the product?
I am using Freshdesk for so long and i am using the ticket management system and the chatbot that we use very frequently. The freshdesk is very scalable and ease to implement it also provide automation tools.
What do you dislike about the product?
Freshdesk provide the customer support and helpdesk that help my manage my business and help the clients query wisly. Nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
I am using the following processes like ticket management, automation tools and AI chatbots.
Freshdesk Simplifies Support & Great Tool For Automation
What do you like best about the product?
Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack.
What do you dislike about the product?
It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis.
What problems is the product solving and how is that benefiting you?
Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time.
Freshdesk Empowers Support Teams and Boosts Customer Loyalty
What do you like best about the product?
Freshdesk has been awesome when it comes to responding and helping our customers.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
I like the automated ticketing, ease of setting auto response, and provision for self-service option for customers.
With the amazing customer support, we have realized great brand trust and we have boosted conversion thanks to customer loyalty.
Customizing Freshdesk to meet our company needs has been easy.
It empowers of support teams with great features for optimal functionality and this enhances productivity.
What do you dislike about the product?
It is an intelligent customer support solution and no faults yet.
What problems is the product solving and how is that benefiting you?
From amazing customer service, to promoting self service, to handling customer communication, this tool has it all and has been super functional.
Easy to Use, Perfect for IT Management
What do you like best about the product?
I love how easy it is to use Freshdesk. The platform is incredibly user-friendly, which means I don't need extensive training to start using it effectively. It is very intuitive, making it ideal for quickly aligning a work team without obstacles. Additionally, it is visually pleasing and easy to navigate, which makes the user experience enjoyable. Freshdesk allows me to effectively manage user requests through its ticketing system, promoting efficient and orderly organization of tasks within the IT department. Additionally, the inventory management feature helps maintain a clear and accessible order, directly linking equipment with usernames. I also greatly value its ability for quick and easy integration with the cloud, which adds an extra layer of convenience to my daily work.
What do you dislike about the product?
There aren't many aspects of Freshdesk that I dislike, but I would say it would be useful to have a broader integration with social networks.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to efficiently manage user requests and handle equipment inventory, organizing everything in a visual and easily accessible way.
Unbeatable AI Features and Seamless Customer Service Integration
What do you like best about the product?
It ensures agent efficiency as all customer interactions are merged into one platform.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
I like the automation and AI features that helps boost customer experience.
With the tool, we get actionable insights and therefore making decisions becomes easy.
I also like the self-service portal and automated ticketing - all these makes offering customer service easy.
What do you dislike about the product?
It is adequately equipped and the AI features makes it unbeatable. No complaints.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is has been easy to handle customer service and support more so because of the AI and automation capabilities. We save time, ensures efficiency, and improve customer service.
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