Freshdesk
Freshworks Inc.External reviews
3,559 reviews
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Efficient and Customizable Support Platform
What do you like best about the product?
Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.
What do you dislike about the product?
Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.
Easy to Learn, Efficient Ticketing, and Smooth Integrations
What do you like best about the product?
Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate.
What do you dislike about the product?
Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage.
What problems is the product solving and how is that benefiting you?
Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline.
Streamlined Ticketing with Robust Analytics
What do you like best about the product?
I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our KPIs is incredibly handy, as the data is reliable. I also like how it allows me to allocate tasks to my team, monitor their progress, and provide feedback based on their performance. The initial setup was very easy as well.
What do you dislike about the product?
It's a form of micromanaging but putting in a few extra safe blocks would be nice, such as a staff member not being able to set a ticket to resolved without my approval. When replying to a multiple email trail, it can be frustrating when I want to change the main recipient of the email without them seeing all the history (and with them separating to detail into a separate ticket).
What problems is the product solving and how is that benefiting you?
I use Freshdesk to merge three inboxes into one, simplifying communication. It helps keep track of tasks and workloads transparently, allows clear monitoring of issue history, and offers valuable analytics and custom reports to meet KPIs.
Efficient Analytics and Seamless Setup
What do you like best about the product?
I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers.
Easy-to-Use Filtering and Drill-Down That Just Works
What do you like best about the product?
The ease of use. Filtering by customer & drilling down by specific names is very user friendly.
What do you dislike about the product?
Time sheet summary used to auto sum hours for me, but that feature was taken away.
What problems is the product solving and how is that benefiting you?
It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely.
Freshdesk Makes Ticketing Simple, Fast, and Effortless
What do you like best about the product?
The simple way Freshdesk handles tickets and tracks customer conversations makes it very comfortable to use. Features like smart assignment, a clean dashboard, and easy integrations genuinely cut down on manual effort and help the team respond more quickly.
What do you dislike about the product?
Few options takes a extra clicks to find, especially in settings. Nothing major minor UI Improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage customer queries from email, chat and social media in one place instead of juggling multiple tools. This keeps responses organised, reduces delays and helps the team resolve issue faster without missing anything.
Freshdesk Keeps Tickets Organised
What do you like best about the product?
Freshdesk lets us keep track of tickets that would otherwise get lost in someone's inbox and reply to multiple people all at once. We make extensive use of the Knowledge base and really couldn't manage without it.
What do you dislike about the product?
nothing. ..............................
What problems is the product solving and how is that benefiting you?
Keeping track of issues and questions and allowing us to direct them easily to the agent with the correct expertise.
Streamlined Team Collaboration, Easy Setup
What do you like best about the product?
I find Freshdesk incredibly useful as it improves visibility and communication between our corporate office and franchisees. The ability for everyone in the department or organization to see tickets coming in has significantly increased our speed to resolution, cutting it by 75%. I like that the interface is easy to use, and adding or editing associates and their permissions is straightforward. The curated reports and dashboards provide the insights I need regularly. Setting up Freshdesk was extremely easy, and I've implemented it in multiple organizations successfully.
What do you dislike about the product?
There were a few reports we used to use a lot that were twilighted when the new insights were implemented beyond the beta stage. It was a performance report that had all KPIs in one view that I could export and share among the teams.
What problems is the product solving and how is that benefiting you?
Freshdesk solves visibility and communication issues, allowing our department to see incoming tickets and share responsibilities if the SME isn't available. It cuts resolution time by 75%. The user-friendly interface, easy management of associates, and insightful reports enhance our operational performance.
Intuitive UI, Needs Better DevOps Integration
What do you like best about the product?
I find the Freshdesk interface very intuitive and easy to use. The initial setup was very simple. We've expanded quite a bit since we first implemented it years ago.
What do you dislike about the product?
I would like to see a strong integration with DevOps to easily manage the workflow for enhancement requests and bug fixes.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily manage all client submissions in one place and stay on top of what's important to our client base.
Freshdesk Makes Multichannel Ticket Management Easy and Organized
What do you like best about the product?
What I like most about Freshdesk is how easy it makes it to manage tickets across email, chat, and social media without having to switch between different tools. Everything stays organized, which helps me keep track of conversations and follow up more smoothly.
What do you dislike about the product?
The mobile app works fine for basic tasks but handling complex tickets on it isnt always smooth.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage patient queries from email, chat, and website forms all in one place, so no request gets missed. This has significantly improved our response time and increased our sales.
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