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Freshdesk pros and cons

Vendor: Freshworks
4.1 out of 5
1,357 followers
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Pros & Cons summary

Freshdesk enhances ticket management with automation for efficiency and seamless email integration for ticket creation. The platform supports custom app programming and tool integrations like Jira. Though operational capabilities are boosted, Freshdesk requires improvement in technical support, integration efficiency, and reporting features. Limitations in App Store and social channel integrations and additional costs pose challenges, necessitating enhancements in analytics and support mechanisms for better user experience.

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Prominent pros & cons

PROS

Freshdesk allows easy ticket creation through automation, such as converting emails to tickets automatically.
Freshdesk integrates well with other tools, including seamless connections with phones, chats, APIs, and CRM tools.
Freshdesk's automation features effectively manage and assign tickets, reducing response and resolution times significantly.
Freshdesk's knowledge base is exceptional, providing accurate and useful information by learning from user interactions.
Freshdesk improves customer issue resolution by allowing efficient tracking, recording, and management of requests, ensuring reliable handling of tickets.

CONS

Freshdesk's technical support needs improvement, as current support falls short of user expectations.
The ticket management system could benefit from allowing multiple assignees to a single ticket.
The reporting templates provided are not comprehensive or user-friendly enough for effective use.
There is a need for automated functionalities that currently require writing extensive code.
There are limitations in integration capabilities with external tools like App Store, Play Store reviews, and social channels.
 

Freshdesk Pros review quotes

reviewer1960482 - PeerSpot reviewer
Sep 14, 2022
Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.
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DS
Nov 16, 2021
It is quite easy to program custom apps and integrate them.
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reviewer1580043 - PeerSpot reviewer
May 22, 2021
Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
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Buyer's Guide
Freshdesk
March 2025
Free Report: Freshdesk Reviews and More
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DB
Dec 28, 2021
Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour.
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PV
Nov 19, 2021
The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.
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AA
Nov 10, 2021
I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.
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reviewer1752960 - PeerSpot reviewer
Dec 28, 2021
The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.
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Jovana Pavlovic - PeerSpot reviewer
May 16, 2022
It is very easy to make reports.
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FR
Aug 28, 2023
It generated reports for us, which helped us identify the status of requests and the aging of requests.
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Alexey Timchenko - PeerSpot reviewer
Jan 26, 2024
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
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Freshdesk Cons review quotes

reviewer1960482 - PeerSpot reviewer
Sep 14, 2022
If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form.
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DS
Nov 16, 2021
There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.
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reviewer1580043 - PeerSpot reviewer
May 22, 2021
We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.
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Buyer's Guide
Freshdesk
March 2025
Free Report: Freshdesk Reviews and More
Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
DOWNLOAD NOW
842,388 professionals have used our research since 2012.
DB
Dec 28, 2021
For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers.
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PV
Nov 19, 2021
I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.
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AA
Nov 10, 2021
There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with.
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reviewer1752960 - PeerSpot reviewer
Dec 28, 2021
There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.
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Jovana Pavlovic - PeerSpot reviewer
May 16, 2022
Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.
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FR
Aug 28, 2023
I would like to see a little bit more color in the solution.
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Alexey Timchenko - PeerSpot reviewer
Jan 26, 2024
I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets.
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Show 10 more reviews (out of 23)

Product Categories

Product Categories
Customer Experience Management
Field Service Management
Help Desk Software
Knowledge Management Software
AI Customer Service

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Product Categories

Product Categories
Customer Experience Management
Field Service Management
Help Desk Software
Knowledge Management Software
AI Customer Service

Popular Comparisons

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IFS Cloud Platform vs Freshdesk Logo
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Salesforce vs Freshdesk Logo
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