Automated alerts have transformed ticket handling but pricing and usability still need refinement
What is our primary use case?
My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.
A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk.
This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.
What is most valuable?
The best features Freshdesk offers, in my experience, are the out-of-the-box integration with various tools and the automatic assignment of tickets to technicians.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.
I have noticed significant changes in productivity, response times, and customer satisfaction; productivity has improved, and as I mentioned earlier, the time we spend on each ticket has now been reduced to just a few hours, allowing us to resolve level one tickets before the end of the day.
What needs improvement?
Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.
I wish for improvements related to the pricing point to enhance the overall experience.
Which solution did I use previously and why did I switch?
Before using Freshdesk, I previously used ServiceNow, but I switched because I wanted a better solution.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was smooth and better, and I do not have any complaints.
What other advice do I have?
I do not have anything else to add about how I use Freshdesk; I have shared everything that we do.
I would rate Freshdesk a seven on a scale of one to ten.
I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
User-First Experience with Excellent Support
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Modern Alternative to Zendesk for Software Support
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
User friendly interface
What do you like best about the product?
Freshdesk stands out for its user-friendly interface, interface is getting better day by day. We get recent product updates to make the software better
What do you dislike about the product?
Nothing as of now, its working great. Sometimes it takes too long to load
What problems is the product solving and how is that benefiting you?
Reviing recent issues raised and working on it to solve on priority and and get releasing product updates to make it more efficient and reliable
Efficient Ticket Management with Minor Reporting Limits
What do you like best about the product?
I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.
What do you dislike about the product?
I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.
Easy way to get support
What do you like best about the product?
It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.
What do you dislike about the product?
Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.
Affordable, User-Friendly, and Highly Automated Tool
What do you like best about the product?
This tool has a clear and user friendly interface.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.
What do you dislike about the product?
The tool has worked well for us. No complaints.
What problems is the product solving and how is that benefiting you?
Through the AI powered self service feature our team is able to concentrate on other important issues in the company. This has highly promoted productivity in the company.
Unreliable Email Processing Undermines Freshdesk's Value
What do you like best about the product?
It's cheap, and you get what you pay for.
What do you dislike about the product?
The technology powering Freshdesk isn't robust and fails in catastrophic ways. Their system failed to process support emails for several days, and their support failed to acknowledge that "not receiving emails" was a critical issue. And look, we're a small business, so our account is probably not very important to them. But the one thing I expect them to be very good at is processing emails so that they show up in Freshdesk for our team to be able to respond to them. Instead, our customers were frustrated because it seemed like we were ignoring them.
What problems is the product solving and how is that benefiting you?
They give us a shared inbox so that our team can manage customer inquiries.
Simple Interface, But Serious Billing & Support Issues After 9 Years
What do you like best about the product?
The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions.
What do you dislike about the product?
After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise.
What problems is the product solving and how is that benefiting you?
Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way.
The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.
For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.
However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.
Freshdesk Review
What do you like best about the product?
I am using Freshdesk for so long and i am using the ticket management system and the chatbot that we use very frequently. The freshdesk is very scalable and ease to implement it also provide automation tools.
What do you dislike about the product?
Freshdesk provide the customer support and helpdesk that help my manage my business and help the clients query wisly. Nothing to dislike about it.
What problems is the product solving and how is that benefiting you?
I am using the following processes like ticket management, automation tools and AI chatbots.
