Freshdesk
Freshworks Inc.External reviews
3,447 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Centralized Ticketing with Easy Setup
What do you like best about the product?
I like Freshdesk's clean, easy-to-use interface and strong automation features. The ticket management, SLA tracking, and multi-channel support work especially well and help teams stay organized while responding to customers efficiently. The initial setup was very easy, with guided onboarding, clear settings, and quick configuration that allowed us to start handling tickets almost immediately.
What do you dislike about the product?
Some advanced customization and reporting features are limited on lower-tier plans, and setting up complex automation rules can take time. Improving reporting flexibility and simplifying advanced configurations would make the experience even better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support tickets, respond to queries across multiple channels, and track issues. It solves the problem of scattered queries by centralizing them into one system, helping me stay organized and provide consistent, high-quality customer support.
Boosts Ticketing Efficiency, Needs Better Automation
What do you like best about the product?
I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users.
What do you dislike about the product?
I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to automate ticket alignment, boosting our productivity by letting us focus on solving IT issues instead of manual ticketing. The automation reduces manual workload, easily handling up to 300 tickets, which makes it an excellent ITSM tool.
Freshdesk turned scattered customer chats into a predictable daily workflow
What do you like best about the product?
Freshdesk made it easier for our team to manage incoming support requests without constantly switching tools. The shared inbox helps us see who is working on which tickets, so nothing gets duplicated or ignored. I particularly like how tickets from chat, email, and web forms land in one queue with clear status updates. Automation rules saved us time by assigning tickets and setting priorities automatically.
What do you dislike about the product?
Occasionally, the UI feels slightly slow when handling a large number of tickets at once. Mobile app functionality is decent, but not as flexible as the desktop version.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us move away from handling customer queries manually through email and spreadsheets. By centralizing all conversations, we reduced delays and improved accountability within the team. Our average first response time became more consistent once automation and SLA rules were in place. Managers now have better visibility into ticket volume and agent workload, which made planning easier.
A practical look at Freshdesk from day to day support work
What do you like best about the product?
Freshdesk makes it easy to handle live chat conversations from a single team inbox. We can see new and unassigned chats clearly, assign agents quickly, and reply without switching tools. The contact panel on the side helps us understand who we're talking to and where the conversation came from. Internal notes are helpful when handing off chats between team members.
What do you dislike about the product?
Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us avoid missed messages by centralizing websites chats into one inbox. Instead of checking multiple toola or emails, the team works from the same view. This improved response consistency and reduced confusion around ownership. We noticed fewer delayed replies and smoother collaboration within the first few weeks of use.
Effortless Client Communication with Reliable Scalability
What do you like best about the product?
I’ve been using Freshdesk for a few years, and it's been a solid and dependable tool for handling support without adding unnecessary complexity. From a design and usability perspective, Freshdesk does a good job. The interface is clean, intuitive, and easy to onboard new team members onto. I really appreciate how flexible it is. As a freelancer, I used it to manage client queries and emails, and later, it scaled nicely with shared inboxes, automations, SLAs, and reporting as my agency grew. The automation features save a lot of time once set up properly—ticket routing, canned responses, and priority rules genuinely reduce manual work. The knowledge base is also helpful for common questions, especially when you want clients to self-serve. Pricing-wise, it’s fair for what it offers, especially for small teams and growing agencies. What I like most about Freshdesk is how easy it is to use while still being powerful. It keeps all client conversations organized in one place, and it scales smoothly as your team grows without feeling complicated or heavy. I really like how well Freshdesk balances simplicity with depth. The onboarding is quick, the knowledge base works great for reducing repetitive queries, and the collaboration features make it easy for the team to stay aligned without endless back-and-forth. It fits naturally into day-to-day workflows and doesn’t feel like a tool you have to fight with.
What do you dislike about the product?
A few things could definitely be improved. Some advanced features and customizations are locked behind higher plans, which can feel limiting for small teams. The reporting and analytics are powerful but not very intuitive at first, and the UI in certain sections feels a bit dated compared to newer tools.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes client communication, preventing missed follow-ups. It organizes support requests, improving tracking, prioritization, and timely responses. It scales with my team, ensuring standardized support from freelancing to running an agency.
Automation and Integrations Make Freshdesk a Winner
What do you like best about the product?
I use Freshdesk for all our customer support ticketing, and it makes it easy for customers to submit requests while allowing our team to collaborate on solutions. The self-service knowledge base is top-notch, offering excellent e-solutions. My favorite feature is the collision detection combined with automated ticket routing, which really solves our problems. I like the powerful automation tools best; they allow us to set up rules to automatically route tickets and send quick, consistent responses to common questions, drastically improving our team's speed and efficiency. I love the intuitive and clean interface, and I also loved the centralized ticket management, which integrates all channels to eliminate the chance of losing customer requests. The automation features are valuable because they handle repetitive, low-value work, so agents can focus their energy on solving complex customer issues. Freshdesk's ability to integrate with key tools like Salesforce, Slack, and Jira to keep our customer data consistent is also something we rely on heavily. The initial setup was easy and fast; we were able to get the core functionality up and running in just a couple of days. I would give it a 9 out of 10, as it offers the best balance of automation, making support teams faster and more organized.
What do you dislike about the product?
While we are happy with the core ticketing feature, there are a couple of areas for improvement like advanced reporting and analytics, Mobile App Experience, Ticket merging and deduplication.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for managing customer support. It simplifies ticket logging and issue resolution, enhances team collaboration, and offers excellent self-service options. The automation features reduce repetitive tasks, allowing us to focus on complex issues, making our support team faster and more organized.
Intuitive UI and Seamless Collaboration Features
What do you like best about the product?
1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
What do you dislike about the product?
1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.
2. The mobile-based application of this tool is not as smooth as it should be.
2. The mobile-based application of this tool is not as smooth as it should be.
What problems is the product solving and how is that benefiting you?
Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets.
The plans and pricing are also very reasonable compared to the previous tool.
The plans and pricing are also very reasonable compared to the previous tool.
Effortless Customer Query Management with Freshdesk
What do you like best about the product?
Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.
What do you dislike about the product?
The mobile app could be easier to use, and the login process should be more straightforward.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.
User-First Experience with Excellent Support
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Modern Alternative to Zendesk for Software Support
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
showing 1 - 10