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.
Omni-Channel Single Desk That Boosts Agent Efficiency
What do you like best about the product?
Omni Channel that connects the customers on single desk which agents efficiency
What do you dislike about the product?
I did not find feedback survey campaign feature
What problems is the product solving and how is that benefiting you?
It helps a lot by reducing the agent manual work and easy tracking tickets and agents performance
Reliable, Clean UI/UX That Makes IT Support Easy
What do you like best about the product?
For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk.
What do you dislike about the product?
If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile.
What problems is the product solving and how is that benefiting you?
Concentrating problems and solutions in one place, making backlogs easy to manage, it benefits me greatly with the todo list (for on-site support and things that were not entered into the ticketing system)
Easy, Straightforward Tool for Creating Requests and Reporting Issues
What do you like best about the product?
Easy to use, straight to the point, user-friendly, lets me create and submit requests, report issues, and get. The automation and reporting features save time and help improve response times. Helpdsk solutions too
What do you dislike about the product?
nothing negative,im a user of it, but i dont find any problem or negative. pretty straightforward
What problems is the product solving and how is that benefiting you?
keeping everything organized in one place. Support tickets are tracked properly, and responses are faster , immediate alerts and notifications
Freshdesk: Straightforward, Efficient UI that proves its worth
What do you like best about the product?
Freshdesk is a great, straightforward tool. The UI isn’t overly complex, it's just right and efficient as it is. Overall, it’s definitely a very nice tool for the job. I've been using it for almost a year now and it has proven its worth as a customer support executive.
What do you dislike about the product?
Freshdesk (specifically chats) lags sometimes, apart from that I don't find any flaws
What problems is the product solving and how is that benefiting you?
Freshdesk helps and manages in customer communication and a lot of categorization features, which has proven to be the best for analysing and improvising.
Good tool for efficient customer support
What do you like best about the product?
Never faced any downtimes
Ample customisation options
Easy to use
Ample customisation options
Easy to use
What do you dislike about the product?
The Freshdesk APIs could be more extensive
What problems is the product solving and how is that benefiting you?
Freshdesk helps us gather valuable insights from our customer about our products, processes and documentation.
Easy to Use and Makes Reporting Complaints Simple
What do you like best about the product?
it is easier to use and report complaint
What do you dislike about the product?
it is not effective for tracking feedback on complaint
What problems is the product solving and how is that benefiting you?
It is helping us handle and resolve a large number of engagements from our customers.
Simplified Customer Support Management
What do you like best about the product?
I like how simple Freshdesk is to use and it's not very hard to learn. I also like that you can create tags and sections in the forms to help us see where a true issue may be developing or manage data to know where we might need help for customers. It's handy if we're frequently seeing problems with billing or refunds, or just spam responses. We can label and manage that data.
What do you dislike about the product?
I truly like it and love the reporting we can pull.
What problems is the product solving and how is that benefiting you?
I find Freshdesk keeps everything organized, helping us manage help articles, tech concerns, and client issues efficiently. It reduces our email volume, allowing us to focus on clients truly needing help.
Intentional, Team-Friendly Features That Are Easy to Navigate
What do you like best about the product?
All the features are intentional, helpful for my team, and easy to navigate.
What do you dislike about the product?
Some items are price-gated, and jumping to the next level (instead of maybe just item add ons) is not feasible.
What problems is the product solving and how is that benefiting you?
Our team was answering tickets across 7 inboxes and 3 different platforms. Freshdesk centralized it so tickets are no longer missed or left behind.
Intuitive, Clean Interface with Powerful Automation and Ticket Management
What do you like best about the product?
Intuitive and easy to use. The interface is clean and user-friendly, which makes it simple to navigate and get started. The automation features are powerful and help streamline workflows. Ticket management is also great, making it easier to stay organized and keep track of requests.
What do you dislike about the product?
Reporting can be complex and sometimes difficult to navigate. I also experience occasional system lag, which can slow things down. Setting up automation is tricky and takes more effort than I expected. On top of that, the mobile app still needs improvement to feel as smooth and reliable as the rest of the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the problem of scattered, untracked support communication by centralizing customer queries from email, chat, phone, and social media into a single, structured ticketing system. Rather than juggling issues across multiple inboxes and platforms, everything is captured in one place, organized, prioritized, and assigned through a unified dashboard.
It also helps solve the challenge of accountability and visibility. With clear ticket ownership, SLAs, and status tracking, requests are easier to monitor and far less likely to be missed. As a result, response times improve and follow-ups stay consistent.
Automation is another major advantage. Repetitive tasks such as ticket routing, canned responses, and status updates can be handled automatically, saving time and letting the team focus on more complex issues that need attention.
Reporting and analytics add further value by highlighting trends, bottlenecks, and workload distribution. This makes it easier to refine processes, support staffing decisions, and maintain service quality over time.
Overall, Freshdesk benefits me by improving efficiency, reducing manual work, increasing transparency, and enabling a more professional, consistent support experience.
It also helps solve the challenge of accountability and visibility. With clear ticket ownership, SLAs, and status tracking, requests are easier to monitor and far less likely to be missed. As a result, response times improve and follow-ups stay consistent.
Automation is another major advantage. Repetitive tasks such as ticket routing, canned responses, and status updates can be handled automatically, saving time and letting the team focus on more complex issues that need attention.
Reporting and analytics add further value by highlighting trends, bottlenecks, and workload distribution. This makes it easier to refine processes, support staffing decisions, and maintain service quality over time.
Overall, Freshdesk benefits me by improving efficiency, reducing manual work, increasing transparency, and enabling a more professional, consistent support experience.
Superb Centralised Helpdesk: Customisable, Easy Setup, and Powerful Automations
What do you like best about the product?
Superb centralised helpdesk for our IT Team, hugely customisable, and easy to setup and implement, with useful automations to streamline ticket creation and response and workflows. The additional of a mobile app that is clear and concise and easy to use is a fantastic addition. The Freshworks customer support and success team are approachable and respond in good time.
What do you dislike about the product?
For educational establishments it is expensive when moving to higher tiers, especially when some features could be of huge benefit and tiered to make more available.
What problems is the product solving and how is that benefiting you?
We have a fragmented and geographically-challenging estate of schools, and a distributed IT Support Team - and Freshdesk provides all customers, partner academies and other stakeholders with an effective and easy to use helpdesk.
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