Freshdesk
Freshworks Inc.External reviews
3,559 reviews
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External reviews are not included in the AWS star rating for the product.
Easy-to-Use, Intuitive Interface, suited for what we use it
What do you like best about the product?
It has an easy to use interface and it's intuitive
What do you dislike about the product?
The analytics dashboards feel overly complicated compared to how they used to be, and the filters can be confusing to navigate.
What problems is the product solving and how is that benefiting you?
We mainly use it to respond to customer support requests, and it does the job.
Makes customer support More organized
What do you like best about the product?
I like how easy it is to manage customer queries in one place. The ticketing system is well organised and features like automation and canned responses save a lot of time. It’s also user friendly and helps handle multiple channel smoothly which made my work in Customer support much more efficient.
What do you dislike about the product?
Sometimes the interface can feel a bit slow, especially when handling multiple tickets at once. Also, some advance features and customisation are limited, unless you upgrade to higher plans, which can be a bit restrictive.
What problems is the product solving and how is that benefiting you?
Fresh desk helps in managing and organising customer queries from different channels in one place. It made it easier for me to track tickets, respond faster and avoiding missing any issues. This improved my efficiency and helped deliver better customer support.
Intuitive, Well-Organized Ticketing with Time-Saving Automation
What do you like best about the product?
Freshdesk is very intuitive and easy to navigate, which makes day-to-day support tasks much faster.
The ticketing system is well-structured and helps keep everything organized without confusion.
I also like the automation features0they save time and reduce manual effort significantly.
The ticketing system is well-structured and helps keep everything organized without confusion.
I also like the automation features0they save time and reduce manual effort significantly.
What do you dislike about the product?
The pricing structure feels unrealistic, especially when switching between plans.
The jump from one plan to another can be 4x–5x, which is hard to justify.
It would be better if pricing scaled more gradually and transparently.
The jump from one plan to another can be 4x–5x, which is hard to justify.
It would be better if pricing scaled more gradually and transparently.
What problems is the product solving and how is that benefiting you?
Freshdesk helps centralize all customer queries, making tickets easily visible and accessible across teams.
It simplifies communication with quick replies and organized conversations.
The SLA management ensures timely responses and helps maintain service quality.
It simplifies communication with quick replies and organized conversations.
The SLA management ensures timely responses and helps maintain service quality.
Efficient Support with Minor Navigation Clutter
What do you like best about the product?
I like a lot the fact that Freshdesk is able to keep track of their response time and the notification systems. The automations are very efficient, which helps a lot. It's valuable because we're founded on a service level agreement that requires us to respond to clients in a timely manner. Having the counter on the ticket is important, and Freshdesk helps with notifications to ensure we don't fall behind.
What do you dislike about the product?
The text in the threads is a bit cluttered, making it hard to find the latest response from the client. I have to go up and down the ticket to double-check where the client response is and where my response is. It would be improved if there was some automation to help remove repetitive text patterns.
What problems is the product solving and how is that benefiting you?
Freshdesk speeds up my technical communication with customers, keeps my workflow organized by clients, and helps track how well we respond to customers.
Easy to Use, Highly Customizable, and Packed with Helpful Tutorials
What do you like best about the product?
Freshdesk is easy to use and has extensive tutorials that help you though it. You have a lot of options for automations and settings to really customize your own experience.
What do you dislike about the product?
Some small quality of life features are missing, like for example the option to delete attachments.
What problems is the product solving and how is that benefiting you?
We have multiple people working on support and Freshdesk allows them to collaborate easily as well as use automations to make their day to day easier. It also has an easy to use knowledge center for customers.
Efficient support - overall.
What do you like best about the product?
I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward.
What do you dislike about the product?
I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to support our app users by resolving their questions and issues. We receive thousands of tickets per month, and it makes it easy to respond to all their questions. The canned forms and saved responses improve our consistency, efficiency, and accuracy. It has definitely helped us scale our support team and manage all the tickets.
All Customer Conversations in One Place with Freshdesk’s Easy Ticketing & Automations
What do you like best about the product?
What I like most about Freshdesk is that it keeps all customer conversations in one place. Earlier it was difficult to track emails and support queries across different channels, but with Freshdesk everything becomes a ticket and it’s much easier to manage. The UI is also quite straightforward, so even new team members can get comfortable using it quickly. Automation rules are another thing I like because they help route tickets automatically and save a lot of manual effort.
What do you dislike about the product?
One thing I feel could be better is the reporting and analytics section. Basic reports are fine, but if you want more detailed insights you sometimes have to spend time configuring things. Also, some useful features are locked behind higher pricing plans, which can be a bit limiting for smaller teams. Apart from that, occasionally finding certain settings or configurations takes a bit of digging.
What problems is the product solving and how is that benefiting you?
freshdesk mainly helps us organize and track customer support requests in a much better way. Earlier, queries used to come through emails and it was difficult to keep track of which issue was handled and which one was still pending. With Freshdesk, every request becomes a ticket, so it’s easier to assign it to the right person and monitor the progress. It also helps in prioritizing urgent issues and responding to customers faster. Overall, it has made the support process more structured and reduced the chancess of missing customer queries.
Effortless Customer Communication Management
What do you like best about the product?
I like Freshdesk for its user-friendly way of organizing all our customer accounts and communications. It's helpful that we can search a building and see all tickets and communication regarding that one account in one place. Freshdesk also solved the problem of various agents accessing information at the same time, something we struggled with when using Gmail. Now, all our internal agents can quickly see communication with customers and among our team. The support from our onboarding rep during the initial setup was also very helpful.
What do you dislike about the product?
It needs spell check and an embedded feature to polish writing like AI does in Gmail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team access customer information simultaneously, improving communication and organization. It consolidates our customer communications, making it easy to track everything related to a specific account in one place.
Impressive Value with Powerful AI and Automation
What do you like best about the product?
Great value for the price—the range of options I’m getting, along with the AI, automation, and other capabilities included, is genuinely impressive.
What do you dislike about the product?
Some options don’t feel intuitive enough. The reporting section has a lot of settings, but a few things seem to be missing, or they aren’t easy to find.
What problems is the product solving and how is that benefiting you?
It allows for less direct human contact with users by relying on automation and AI.
Flexible, Easy-to-Use Ticketing with Helpful Reporting and Great Support
What do you like best about the product?
Ease of use. I like the ability to customise the flow, as well as the grouping and importance of tickets. The reporting stats are very helpful, and the account management and support from the provider have been great. Overall, it’s flexibility in terms of how you can use it.
What do you dislike about the product?
Threaded conversations are often hidden and get missed. When we choose “Reply,” the message has to go back to the generator, which isn’t always what we want. Also, merging tickets tends to make the thread confusing and harder to follow.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage incoming invoices and correspondence with our suppliers. Our team of 10 processes requests on behalf of 300 entities, and Freshdesk helps us ensure that every incoming item is tracked, triaged, and handled in a timely manner.
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