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Easy to use and high support
What do you like best about the product?
Highly supported team with most efficient ticketing system that can support your organization and give more satisfaction to your customer
What do you dislike about the product?
Nothing really bothering me, all features are fascinating
What problems is the product solving and how is that benefiting you?
Communication and ticketing
Structure equal effeciency
What do you like best about the product?
Easy, customizable and fun to work with!
What do you dislike about the product?
Nothing for now! I have been working with Freshdesk for about a year
What problems is the product solving and how is that benefiting you?
First, it allows me to better prioritize incoming requests from my internal clients — our floor employees. It also helps manage their expectations more effectively by providing visibility into the status of their requests. But most importantly, Freshdesk creates a real sense of control and ownership over the process, both for me and for the team. Our players feel heard, supported, and reassured that their needs are being taken care of.
A quick easy platform to work through, better customer tracking.
What do you like best about the product?
The canned response feature makes for faster response times.
What do you dislike about the product?
The tag features can slow down how things are saved.
What problems is the product solving and how is that benefiting you?
Customer live chats and emails.
Great Value for an affordable price
What do you like best about the product?
Freddy AI, the reporting tools, ticket automation, and the overall UI and customization of it. It was very easy to set up, and integrated well with Intune and AD. Their customer support is easy to deal with as well. We use this software all day every day in our company.
What do you dislike about the product?
If I had to choose something, some of the default ticket fields are something we do not use, so more customization with that
What problems is the product solving and how is that benefiting you?
We currently have no issues at this time
Great UI & UX
What do you like best about the product?
Data analysis & SLA & C-sat showing in the dashboard
What do you dislike about the product?
there is nothing as such, everything seems to be ok to use
What problems is the product solving and how is that benefiting you?
agents are able to respond queries based on the Knowledge base & templetes
Helpful Tool but Room for Improvement with Usability and Workflow Logic
What do you like best about the product?
Freshdesk offers helpful automation tools, like auto-responses and AI-assisted replies, which have saved our team time and improved response consistency. It's also convenient to have all customer communication and support history centralized in one place for easy reference.
What do you dislike about the product?
While setting up rules was initially easy, we later discovered that the logic didn’t meet our specific needs, and we had to manually fix over 300 rules. Navigating the platform is also difficult, especially with multiple departments (like accounting and customer service) using the system. This overlap makes it hard to keep workflows streamlined and user-specific.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline communication by centralizing all customer interactions in one platform, making it easier to manage and track support tickets. One of the most helpful features is the ability to have internal thread conversations directly linked to each email or ticket. This allows our team to collaborate behind the scenes without needing to switch platforms or lose context, which has improved our internal response time and reduced miscommunication. The AI-powered suggestions and auto-responses have also helped us respond more efficiently, especially during high-volume periods.
Easy to use and setup and very affordable. Great customer service.
What do you like best about the product?
Very user-friendly, customer service oriented and very quick responses when we had any issue.
What do you dislike about the product?
does not integrate with intercom over all not much else bad.
What problems is the product solving and how is that benefiting you?
no emails fall through the cracks.
I’ve had a terrible experience
What do you like best about the product?
They offered a forum feature for both internal team collaboration and customer use.
What do you dislike about the product?
I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.”
Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up.
The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.
Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up.
The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.
What problems is the product solving and how is that benefiting you?
They offered a forum feature for both internal team collaboration and customer engagement.
Easy to comprehend, multi use
What do you like best about the product?
all platforms are connected into one single field.
What do you dislike about the product?
Resolved tickets do not reopen. have to check notifications for a response.
What problems is the product solving and how is that benefiting you?
providing customers a faster service with quick resolutions.
E-commerce business unit director
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which made onboarding our team remarkably smooth. The platform’s automation capabilities have significantly streamlined our support processes, allowing us to respond to customer inquiries faster and more efficiently. I also appreciate the comprehensive reporting tools, which give us valuable insights into our team’s performance and customer satisfaction. Overall, Freshdesk has helped us deliver a higher level of service to our clients while optimizing our internal workflows.
What do you dislike about the product?
One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization.
What problems is the product solving and how is that benefiting you?
We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
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