Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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External reviews are not included in the AWS star rating for the product.
Great customer support platform.
What do you like best about the product?
The interface is very easy to use and not required much training.
What do you dislike about the product?
Sometimes the system lagging, when large number of tickets handling.
What problems is the product solving and how is that benefiting you?
Freshdesk help us to Organize customer queries, automate task and improve response time, which leads better customer satisfactions.
Freshdesk keeps our customer support organized, efficient, and responsive.
What do you like best about the product?
What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
What do you dislike about the product?
While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
What problems is the product solving and how is that benefiting you?
Freshdesk solves one of the biggest challenges in customer support: staying on top of requests without letting anything slip through the cracks. Before Freshdesk, tracking emails, chats, and calls across different platforms felt disjointed. Now, everything comes into a single system, which means no more missed client requests or late responses.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
experienced adminstrator of Freshdesk for my company
What do you like best about the product?
It help to reduce the response time to customer email
What do you dislike about the product?
Low support of specified function featuring
What problems is the product solving and how is that benefiting you?
It helps me to screens out most of the junk mails and can set up workflows to assign relative task to my colleagues
Does what it says on the box
What do you like best about the product?
Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
What do you dislike about the product?
I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service.
What problems is the product solving and how is that benefiting you?
Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
Reliable helpdesk solution for better customer experience
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
Simple and effective helpdesk solution for daily testing & support.
What do you like best about the product?
I like its clean interface and how easy it is to raise, track, and manage tickets. The automation feature reduces manual work, and integration with third-party apps make testing workflows smooth.
What do you dislike about the product?
Some advanced customisations are limited, and reporting could be more flexible. At times, UI feel slightly slow with a large ticket volumes.
What problems is the product solving and how is that benefiting you?
It helps in managing bug report, support queries, and tracking communication in one place. This improves collaboration between testers, developers, and support teams, and ensure no issue is missed,
Freshdesk is a fantastic tool for supporting customers
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.
Freshdesk Ticketing Was the Right Choice.
What do you like best about the product?
What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues.
What do you dislike about the product?
What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially.
What problems is the product solving and how is that benefiting you?
Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support.
Good
What do you like best about the product?
Ticketing and Insights / Analysis which has helped us to serve users better
What do you dislike about the product?
Nothing noticed as such, more we explore the more easier it gets
What problems is the product solving and how is that benefiting you?
It is helping me to keep a track of the agents productivity
Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
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