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Freshdesk pros and cons

Vendor: Freshworks

4.1 out of 5

40 reviews
93% willing to recommend

Pros & Cons summary

Freshdesk is intuitive, requiring minimal training with drag and drop actions. It auto-generates tickets via email and integrates with phones, chat, API, and email. Freshdesk tracks response times, improving customer service. Automation and AI enhance support. Improvements needed include a custom dashboard, better API limits, improved technical support, ticket management adjustments, and Azure DevOps integration. More automation and AI could further boost efficiency.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Freshdesk is easy to use and requires negligible training effort, allowing users to perform drag and drop actions effortlessly.

It offers the feature of creating tickets automatically through emails, eliminating the need to open the application.

Users find the integration capability beneficial, notably connecting Freshdesk to phones, chat, API, and email services.

Freshdesk aids in measuring and tracking the response and resolution time of tickets, significantly improving the customer issue resolution process.

Features like automation, AI-driven customer handling, and collaboration tools enhance workflow and provide a comprehensive support experience.

CONS

Freshdesk could benefit from adding a custom dashboard tailored to client needs and addressing API rate limit adjustments.

Technical support quality requires significant improvement to better assist users.

Assigning a single ticket to multiple team members, rather than using a parent-child hierarchy, would streamline ticket management.

Enhancing integration capabilities, such as with Azure DevOps, and reducing complexity would improve functionality.

More automation and AI integration would enhance efficiency and reduce manual tasks.

Freshdesk Pros review quotes

MZ

Customer Service Manager at HOI

Mar 3, 2020

The organization that is possible with other departments is the solution's most valuable aspect.

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reviewer1580043

Director of IT at a wholesaler/distributor with 51-200 employees

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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AA

SAP-Program Manager at Axium Packaging

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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DS

Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees

Nov 16, 2021

It is quite easy to program custom apps and integrate them.

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Operations Manager at Instant Travel

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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Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Dec 6, 2021

It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.

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reviewer1752960

Asst. Vice President at a performing arts with 1,001-5,000 employees

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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DB

Application Manager at a retailer with 10,001+ employees

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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TW

Tobi Williams Babatunde

Product manager, BI consultant at a tech services company with 1,001-5,000 employees

Dec 29, 2021

There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.

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Quality and Technical Support Department Manager at dsquares

Apr 11, 2022

We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources.

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Show 10 more reviews (out of 31)

Freshdesk Cons review quotes

MZ

Customer Service Manager at HOI

Mar 3, 2020

Technical support is not the best. It could be much, much better and offer better support to users.

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reviewer1580043

Director of IT at a wholesaler/distributor with 51-200 employees

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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AA

SAP-Program Manager at Axium Packaging

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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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 2026.

884,076 professionals have used our research since 2012.

DS

Freshdesk/Zendesk Consultant at a retailer with 10,001+ employees

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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Operations Manager at Instant Travel

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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Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Dec 6, 2021

While it's good for a small number of tickets, definitely in the future, we will require something more powerful.

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reviewer1752960

Asst. Vice President at a performing arts with 1,001-5,000 employees

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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DB

Application Manager at a retailer with 10,001+ employees

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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TW

Tobi Williams Babatunde

Product manager, BI consultant at a tech services company with 1,001-5,000 employees

Dec 29, 2021

The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI.

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Quality and Technical Support Department Manager at dsquares

Apr 11, 2022

The reporting, analysis modules and insights capabilities for this solution could be improved.

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Show 10 more reviews (out of 31)

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