Freshdesk Reviews

What do you like best about Freshdesk?User-friendly UI: Freshdesk’s interface is clean and intuitive. Agents can find what they need without extensive training, and the ticket views, filters and dashboards make it easy to prioritize work and track progress at a glance. This keeps day-to-day ticket handling fast and reduces errors.What do you dislike about Freshdesk?Recommendations to others considering Freshdesk?Competitive license pricing: The licensing model offers strong value for money compared with other service desk tools. The features included in each plan cover our core needs without expensive add-ons, which makes it easy to scale the number of agents as the team grows.What problems is Freshdesk solving and how is that benefiting you?

What do you like best about Freshdesk?Freshdesk handles all the support queries across our foundation in one place. We run several separate support streams: applicant support for our self-service portal, info mailboxes, selection queries and internal IT. Emails become tickets and go to the right group automatically, so each team sees only its own queue, and nothing gets lost in shared inboxes during busy periods like our application and selection cycles. Our agents picked up the interface quickly, and day-to-day admin is easy for a small IT team.What do you dislike about Freshdesk?Getting the best out of the more advanced features, like automations, SLA management and workflow rules, takes more admin effort than we'd like, and new staff often need refresher training. Some newer capabilities, especially AI features, seem to be moving to add-ons or usage-based pricing, which makes budgeting harder for a non-profit on a fixed annual budget.What problems is Freshdesk solving and how is that benefiting you?We support many applicants, parents, students and partners, often in short, intense windows. Freshdesk gives us structured queues, assignment rules and a full ticket history, so we respond faster and more consistently, and we can see volumes by team. That has made us more accountable to the young people we serve and has cut down on lost or duplicated emails.

What do you like best about Freshdesk?Ticket management and analytics. Canned responses and knowledge base.What do you dislike about Freshdesk?The AI we've tried hasn't been fit for purpose, and expensive. The support hasn't been great when we have made a request that should be resolvable - we were told a field that was mass changed in bulk couldn't be reset which has ruined a lot of our data. The MCP doesn't do what we need it to do as there is a limit on how many tickets can be digested at once.What problems is Freshdesk solving and how is that benefiting you?Management of workload among the team, removing need for repetitive answers being rehashed every time. Analysing trends in queries.

What do you like best about Freshdesk?The analytics part is pretty nice, super in depth and can be customised as well, apart from the rest of basic CRM capabilities. Another good thing is export, although it can be implemented a bit better, because most of the times the exports look different from data I want, a few of the columns are missing and sometimes I get extra. Also work on filter options for export since it can be a useful feature.What do you dislike about Freshdesk?The only thing I hate is bad exports and nothing else to be honest at this point.What problems is Freshdesk solving and how is that benefiting you?The fact that so many meta data fields (tags) are there for a specific ticket that at times I don't even need to read the ticket query and just answer right away, can implement it bit better.

What do you like best about Freshdesk?The seamless connectivity Freshdesk facilitates between customers and support agents is one of its most significant advantages.What do you dislike about Freshdesk?There is nothing that I dislike about freshdesk as if now. To be frank, it is exceptionally good toolWhat problems is Freshdesk solving and how is that benefiting you?It solves the problem of customers getting to customer service agents and resolving their issues without wasting time

What do you like best about Freshdesk?It’s a very easy-to-use tool. I like that the interface lets me update, escalate, and resolve high-volume tickets with just a few clicks, which is essential when managing a fast-paced technical support service. I also appreciate the operational visibility it provides, making it easier to monitor performance and support continuous improvement.What do you dislike about Freshdesk?They don’t require any technical knowledge and they adapt perfectly to our company’s needs. Implementation was fairly quick and went smoothly, without disrupting our day-to-day work.What problems is Freshdesk solving and how is that benefiting you?It enables me to manage asset tracking and user history in one place, so I don’t have to switch between different tools to get the full context of an incident. It also supports more standardized handling of incidents and requests, helps automate repetitive tasks, and improves overall service efficiency.

What do you like best about Freshdesk?We like how Freshdesk turns customer support into organized conversations, like having a superhero for support tickets, minus the cape and questionable tights.What do you dislike about Freshdesk?The interface can sometimes feel cluttered, and certain features are not as intuitive as they could be. Navigating settings and workflows could be more straightforward and user-friendly.What problems is Freshdesk solving and how is that benefiting you?The software helps us centralize customer inquiries, streamline ticket management, and improve response times. It keeps communication organized, makes collaboration easier, and ensures that customer issues are handled efficiently without losing track of important requests.

What do you like best about Freshdesk?The tool is highly intuitive, easy to set up, and fully met our expectations.What do you dislike about Freshdesk?I believe the only area that could be improved is the pricing, which could be a bit more competitive.What problems is Freshdesk solving and how is that benefiting you?The organization and management of technical support tickets was the main reason we decided to move forward with Freshdesk.

What do you like best about Freshdesk?I like how easy Freshdesk is to use for us and our clients. It gives us support, customer onboarding, customer portals, and SLA management in an affordable setup that can scale with our growing team. The simple notification updates make it easy for clients to get support when they need it. Setup was really great, and it was lovely to step back into a platform I’d used before.What do you dislike about Freshdesk?I find the reporting and dashboards aren’t as customizable at the moment, but that’s because we’re using the entry-level Freshdesk. We just need to scale up to Freshservice when the time is right.What problems is Freshdesk solving and how is that benefiting you?As our team grows, Freshdesk gives us an easy-to-use, intuitive and affordable platform for support, customer onboarding, portals, and managing SLAs. Its simple notification updates make it easy for our clients to get support when they need it.

What do you like best about Freshdesk?.Easy interface, very helpful software for customer serviceWhat do you dislike about Freshdesk?Quite slow in loading and accessible sometimesWhat problems is Freshdesk solving and how is that benefiting you?Real-time chat responses and emails