Freshdesk
Freshworks Inc.External reviews
3,575 reviews
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External reviews are not included in the AWS star rating for the product.
Very User-Friendly Experience
What do you like best about the product?
While using Freshdesk, I found it very smooth and user-friendly
What do you dislike about the product?
Sometimes faced a technical glitch while using Freshdesk. But it was resolved on time
What problems is the product solving and how is that benefiting you?
It helps us to make smooth support communication
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.
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
Freshdesk Simplifies Ticket Management and Boosts Team Efficiency
What do you like best about the product?
* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
What do you dislike about the product?
* The Dashboard can feel slow during peak usage when handling a high volume of tickets.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
What problems is the product solving and how is that benefiting you?
*Centralized support- Brings all customer querues into a single platoform, reducing confusion.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
Freddy AI
What do you like best about the product?
It is easy to use and has a lot of tools.
What do you dislike about the product?
Nothing. Love it all! I use it for work all the time and I use almost every feature.
What problems is the product solving and how is that benefiting you?
We do not have any current problems, so none.
Helps to track solutions and resolve tickets in time
What do you like best about the product?
Ease of Use, teams integration, automatic mails to ticket parsing
What do you dislike about the product?
Automatic merge options for similar subject, better visibility of whole ticket, maybe automatic creation of summary
What problems is the product solving and how is that benefiting you?
Neatly organized ticketing and solution platform
Freshdesk Helps Us Stay Organized and Responsive
What do you like best about the product?
Freshdesk makes it very easy to manage and track customer inquiries in one centralized place. The ticketing system is straightforward, user-friendly, and helps ensure nothing slips through the cracks. I also like how it allows for collaboration across the team, with the ability to assign, categorize, and prioritize tickets quickly. The reporting features provide clear visibility into response times and resolution trends, which is helpful for identifying areas of improvement. Overall, it keeps our customer support organized and efficient
What do you dislike about the product?
One challenge we’ve experienced is with email threads. If a message comes in as part of a thread, we often have to forward it rather than being able to simply “reply all.” Additionally, when replying, we can only respond directly to the person who sent or forwarded the email, and we don’t have the option to remove them from the conversation. This creates extra steps and limits flexibility in managing communications.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our refund request tickets and customer service inquiries. Having everything organized in one system allows us to track, prioritize, and resolve issues more efficiently. It helps ensure requests are handled in a timely manner, improves accountability across the team, and provides visibility into the status of each case. This ultimately benefits both our staff, by keeping workflows streamlined, and our customers, by ensuring they receive faster, more consistent support.
Freshdesk Review: A Reliable Helpdesk Solution with Room to Grow
What do you like best about the product?
✅ Ease of Use – The interface is clean and intuitive, so it’s easy for agents to learn quickly.
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
What do you dislike about the product?
⚠️ Customization Limits – Some features and workflows aren’t as flexible as you’d expect.
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
What problems is the product solving and how is that benefiting you?
Problems Freshdesk Solves:
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
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