Insights from Freshdesk Reviewers
Based on 17 verified reviews published in the last 18 months
Overview
Synthesised from 17 reviews | Last Published July 17, 2026
Freshdesk is primarily used as a comprehensive ticketing system, with 13 of 17 reviewers citing this core functionality for managing, distributing, and tracking a wide array of incoming issues from both external customers and internal employees. In TrustRadius reviews, its capabilities in automation and efficiency are also frequently highlighted, streamlining handling processes and preventing issues from being overlooked, alongside its utility for SLA tracking and reporting.
Reviewers frequently note positive ROI through cost reduction and improved resolution times. However, some express mixed sentiment regarding pricing, with 12% finding current costs expensive. Areas for improvement include the need for a more modern and customizable UI/UX, limitations in the mobile application, and complex initial configuration. Overall, the platform delivers significant operational efficiencies despite some implementation and interface challenges.
Pros
- Efficiently converts emails into support tickets for tracking
- Robust automation tools for streamlining ticket handling and custom chats
- Effective tracking of Service Level Agreements (SLAs)
- Intuitive interface and ease of use for agent onboarding
- Contributes to significant cost reductions in support operations
Cons
- Dashboard and UI/UX require modernization for better intuitiveness and customization
- Mobile application has limited features and reported bugs compared to desktop
- Initial configuration and setup can be complex and time-consuming
- Ticket splitting functionality has shortcomings in conversation management
- Some AI-powered automations exhibit accuracy issues and implementation hurdles