Freshdesk Manufacturing Reviews & Insights

Score8.6 out of 10

569 Reviews and Ratings

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

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Freshdesk Reviews

28 Reviews

ManufacturingAutomotive5Chemicals1Electrical & Electronic Manufacturing2Food Production1Furniture1Machinery1Industrial Automation2Textiles1Apparel & Fashion5Cosmetics1Consumer Electronics1Consumer Goods3Medical Device2Arts & Crafts1Business Supplies & Equipment1

Freshdesk being a better product for us.

Rating: 9 out of 10

Incentivized

April 23, 2025

Use Cases and Deployment Scope

Hey, The product is absolutely marvelous for all the use cases we have. The ticketing tool is as best as what we can afford and look for the technology and solution. Majorly this has helped to track the SLA time of responding and resolving the issue of our end users along with their productivity.

Pros

Ticket SLA tracking
Productivity of agents
Marketplace integrations
Feasibility of reports customization

Cons

Freshdesk to include the Calling solution.
Freshdesk to also work for a better UI experience.
Freshdesk to give more better view of the tickets handled in multiple groups.

Likelihood to Recommend

The Freshdesk tool is well worse with the solution that required for any ticketing tool. Managing agent productivity and concurrency was the major task for us which Freshdesk help us to do. The less appropriate scenario is the ticket handling visibility when it had travelled from one group to another. We are unable to track the particular SLA of the ticket handled by an agent as it gives you the overall ticket experience and data.

Abhishek Mestry

Assistant Manager in Customer Service at Purplle.com (Cosmetics, 1001-5000 employees)

Vetted Review

10 years of experience

View profile

Freshdesk User Experience.

Rating: 9 out of 10

Incentivized

September 23, 2024

Use Cases and Deployment Scope

My company has been using Freshdesk for almost ten years, and I have worked on It for more than six years. We use Freshdesk for customer complaint tickets from various platforms like email, complaint tickets, and social media escalations. Freshdesk has now become a part of our daily lives, as it has made our lives easier since we get all the tickets via multiple platforms in one place, and we can reply directly from Freshdesk by email or any social media ticket.

Pros

Getting all customer's emails from multiple email ids to Freshdesk by converting them into tickets.
Multiple social media channels can be handled from Freshdesk directly in one place.
We have 2 different ticketing systems for our consumers and suppliers. They are easily bifurcated and automatically segregated into different buckets.

Cons

Since they have updated the software, there are a few interfaces that have become difficult to understand.
Customer support can be improved for more quick response.

Likelihood to Recommend

Everything is perfect, but after the upgrade, a few interfaces have become difficult to understand some features, and customer support is not as prompt as we want. Using a very long time, we completely understand that upgrades are done for the betterment. Still, we would really appreciate it if we could get some sort of communication or a seminar to understand what has changed so that it will be easier for us as well to use Freshdesk.

Verified User

Manager in Customer Service (Consumer Goods company, 201-500 employees)

Vetted Review

7 years of experience

The Best CRM solution on the Market.

Rating: 10 out of 10

Incentivized

September 19, 2024

Use Cases and Deployment Scope

We use Freshdesk as our CRM. We also use Freshchat, which is our Chat Support Platform. We have integrated Exotel, which is our Telephony solution, with Freshdesk, and it helps us by creating tickets for all interactions happening on Exotel along with the call details and recording. Freshdesk allows us to track and manage our customer interactions and queries effectively. The vast automation capabilities of Freshdesk will enable us to automate workflows, reducing manual work.

Pros

24 X 7 customer Support with knowledgeable agents.
Automations and API for integrating with other softwares for ease of use.
We are capturing customer feedback through emails and tickets, helping our team understand user pain points.

Cons

Downloading the Interaction report in Freshchat is a problem as it only allows you to download the data within 24 hours.
Freshchat should be able to delete WhatsApp conversations or block WhatsApp users who are Spammers.

Likelihood to Recommend

We have been using Freshwork CRM for quite some time now, and the best part of using it is its reliability. Easy to use and understand, the vast options in Freshdesk to use automation and API make it an allrounder in all departments, whether it's a Chat platform or their Ticketing platform. Their Support team is available 24 x 7, and the executives are well equipped to help you resolve any concern that arises while using the software. They even have quarterly/half-yearly catchups with their clients to understand the business goals and align themselves accordingly.

Athul Sivadas

Senior Manager - CRM in Customer Service at Bolt.Earth (Automotive, 51-200 employees)

Vetted Review

3 years of experience

View profile

Freshdesk for CRM - Reaching customer with ease.

Rating: 10 out of 10

Incentivized

August 29, 2023

Use Cases and Deployment Scope

We use Freshdesk for customer interactions and proactive reach-out. Business problem: too many confusing steps to download data. However, the support team is readily available to assist. The scope would be to download days more easily and to make the steps easy for users at the agent level.

Pros

Proactive reach out.
Support team availability.
Frequent updates on new Enhancement.

Cons

Steps to download data.
Uploading contacts and fields involved should be easy.
The support team should be available on calls as well.

Likelihood to Recommend

Well suited with customer Interactions, WhatsApp business, and a robust ticketing system.

Shyamal Majhi

Senior Manager in Customer Service at Ogaan Retail Pvt Ltd (Apparel & Fashion, 501-1000 employees)

Vetted Review

1 year of experience

Excellent and easy to use support software

Rating: 10 out of 10

Incentivized

July 25, 2023

Use Cases and Deployment Scope

The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week and this product makes it easy to keep track of all tge conversations

Pros

canned responses for fast replies
manage a database of FAQs
makes it easy to look up customer past interactions and track conversations

Cons

In my expereince, attaching images is difficult as you can't easily preview them

Likelihood to Recommend

it is great for teams of customer support people and for small businesses . You can track issues and categorize them into different groups . This lets you do some later data analysis so you can see which type of issues are mostly coming up, and you can then give these issues more priority for fixing.

Verified User

Director in Professional Services (Arts & Crafts company, 1-10 employees)

Vetted Review

10 years of experience

Good ticketing system with room for improvement when you are a power user

Rating: 8 out of 10

Incentivized

July 25, 2023

Use Cases and Deployment Scope

It's our ticketing system for both end customers and existing business customers and we use a lot of its features.

Pros

Easy to use
Template features (canned responses)

Cons

Depending on the plan you might miss out on useful features
Automations could have a better UI
A lot of good and pending Community Ideas

Likelihood to Recommend

Good for managing tickets across your team, you can categorize and tag tickets but the analytics could be better. The ticket list views could also be improved and be made more customizable.

Verified User

Director in Customer Service (Apparel & Fashion company, 201-500 employees)

Vetted Review

4 years of experience

Easy to start, easy to learn

Rating: 9 out of 10

Incentivized

July 24, 2023

Use Cases and Deployment Scope

We did not have a ticketing software for customer service prior to getting Freshdesk, it has since helped us address duplication of work, and greatly inprove our customer service levels.

Pros

Ticketing
Organization
improve our SLA
easy one stop solution for all our agents

Cons

better filtering or assigning
better connection to existing customer contacts when creating tickets
easier reports

Likelihood to Recommend

if you do not have a ticketing software, this is an easy to learn, easy to implement solution

Verified User

Supervisor in Customer Service (Consumer Electronics company, 501-1000 employees)

Vetted Review

3 years of experience

Freshdesk Review

Rating: 5 out of 10

Incentivized

July 21, 2023

Use Cases and Deployment Scope

We use it for our help desk tickets.

Pros

Out of the box start up seems fairly easy.
Training to the purchaser could be stepped up

Cons

Training
Training
Training
Setup and configuration could be explained and documented better

Likelihood to Recommend

It feels like a new product to Freshdesk. There could be more development in some areas. Less clicks for a use would be nice. Templates might help.

Verified User

Professional in Information Technology (Food Production company, 1001-5000 employees)

Vetted Review

1 year of experience

Freshdesk | Glance of Usage of since 2 years

Rating: 10 out of 10

Incentivized

July 18, 2023

Use Cases and Deployment Scope

It is used in my company to track, manage, and resolve customer and internal employee queries. We use canned responses, ticket reports and dashboard and workflow Automator to automate the tickets. We also have set up a channel an email, WhatsApp, and a customer-facing portal to collect raises and raise tickets.

Pros

Canned Responses - It is especially useful when using pre-defined, standardized replies to common queries.
Ticket Reports and Dashboard: It provides a comprehensive detailed report includes SLA, Group Based Ticket Count, Average Time to Respond and resolute.
Workflow Automator: It is especially useful when stopping manual jobs and using dynamic queries and defining tasks in a dynamic way

Cons

There is not as such I have felt anything major. But if it is there to have devices without having Fresh Service Subscription could be easy to understand the user devices from where queries are being generated

Likelihood to Recommend

Freshdesk is all in one ITSM tool, it has capabilities with Incident, Change, Request, Release Management as per ITIL. It helps integrating its child products. It also having functionality of Linked Ticket, Parent-Child Ticketing. There is a great choice when it comes to Day Passes, which is less in price to implement with Just in Time Access.

Sourav Saha

Senior System Administrator in Information Technology at Bianco Evento GmbH (Apparel & Fashion, 51-200 employees)

Vetted Review

2 years of experience

View profile

Best starter helpdesk service system and extremely impressive with the cost of FREE!

Rating: 9 out of 10

Incentivized

July 15, 2023

Use Cases and Deployment Scope

We used FreshDesk (free) as a way to launch our IT helpdesk ticketing system. This enabled all of our corporate users to submit tickets as they needed help with anything IT-related.

Pros

Tracks incoming tickets for submittal and closure times
Enables a whole lot of features in the free build
Enables a single point for our end-user community to submit issues to our IT team

Cons

I think that we could have tested/used the SLA features that are not included in the free version to give us a good feel for what we need.
Tagging tickets were free-form. Therefore, too many "similar" tags were being created. If you could have a designated "tag creator" or restrict the tags to a drop-down list, this would help us with future ticket searches.
We could not create child tickets, or create a multi-ticket incidents into a "problem ticket".

Likelihood to Recommend

The integration into Office 365 and creating a "helpdesk email" were seamless. The ticketing system is easy to use (user-friendly). I just with that there were multiple ways to submit a ticket, via Outlook, Teams, etc... versus an email that gets forwarded.

Verified User

Manager in Information Technology (Consumer Goods company, 201-500 employees)

Vetted Review

2 years of experience