Community insights

TrustRadius Insights for Freshdesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Ticket Submission Portal: Users appreciate the user-friendly and efficient ticket submission portal in Freshdesk. Some have lauded it as the best they've used, highlighting its clarity and usefulness.

Email Monitoring: Monitoring emails is seamless with Freshdesk, noted by users for its easy-to-use functionality that enhances their overall experience.

Automation Potential: Many users value the automation features like threads, tags, and cached responses in Freshdesk. This capability streamlines processes and saves time for users.

Centralized Communication Records: Users commend Freshdesk for providing a centralized hub for communication records between customers and employees. It serves as a valuable resource for maintaining clear communication channels.

Clean User Interface: The clean and intuitive user interface of Freshdesk is highly praised by users. Its simplicity enhances navigation and usability, contributing to a positive user experience.

Intuitive Ticket Properties Addition: Adding properties to tickets in Freshdesk is straightforward and user-friendly according to users. This intuitive process simplifies ticket management tasks efficiently.

Reviews

261 Reviews

Freshdesk Review

Rating: 9 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

We are using Freshdesk in our organisation to support our field team to fix their issues on time every time. We are using this Freshdesk as a support ticketing and we have all dipatment as a agents so that when user raise a ticket for respective department, that respective department agent is closing the ticket based on the SLA period assigned to him. its this Freshdesk help use to address all the issue raised by end user in a smooth manner with tracking all of them.

Pros

Field customisation, which Freshdesk is good for me. It's very useful
I like priority system which Freshdesk has now High,low,Medium
Sending ticket status notification to the end user through mail is very nice with Ticket numbers
It's very easy for users to raise a ticket they just need to drop a mail to the respective mail ID so that they will get ticket raised acknowledgement

Cons

i would like to see much better dashbord at presently dashboard is very difficult to understand
We wont able to download Freshdesk report directly in portal itself directly, its will send downlaod link for respective mail id which is taking longer time for us to downlaod
Freshdesk should have much more graphic oriented analytical report
Freshdesk UI interface has to improve

Likelihood to Recommend

Its good at customer support ticketing system especialy like automatic ticket analysis system for respective depatment based on the key words
its need to improve with UI interface and graphical analytical reports .

Keerthi Prasad

IT Manager in Information Technology at HIPPOCAMPUS LEARNING CENTRES PRIVATE LIMITED (51-200 employees)

Vetted Review

7 years of experience

Freshdesk a key to provide the quality support

Rating: 10 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

We use Freshdesk for managing the ticketing of our customers, which helps us manage all the email requests of our clients so well while having a diverse team and department. Freshdesk makes it easy to manage tickets with a vast team while ensuring customer satisfaction and timely resolution delivery with the response and resolution time configuration.

Along with that, it helps us to keep track of the overall summary of our performance in the ticket resolutions through various reports and dashboards.

Keeping several tag fields of ticket management,assignment and resolution through Freshdesk is key to us to manage our standard resolution timings and maintain customer experience and satisfaction

Pros

Agent assignment and keeping track of ticket response and resolution deadlines
Agent wise reports dashboards and other stats
department wise ticket distributaion and easy management
various kind of automations response suggestions with freddy and email polishing
in detailed past ticket history for any contact or email id

Cons

I think freddy can be improved
Sometimes the email enhancment or polising does not work
Chat support should be given for Bot related concerns as they are only treated on email
there should be an option to extract complete chat conversations from freshchat I think it is not there and exisiting reports does not show this data very clearly rather than it should be given in JSON

Likelihood to Recommend

For managing tickets and email concerns of clients Freshdesk is at it's best I think that is good for us but for freshchat I think there should be an option to extract complete chat conversations from freshchat I think it is not there and exisiting reports does not show this data very clearly rather than it should be given in JSON

And Chat assistance should be given for Bot related queries and AI agents and BOT should be improved a lot

Verified User

Executive in Customer Service (201-500 employees)

Vetted Review

2 years of experience

It helps me manage customer inquiries in one place.

Rating: 10 out of 10

Incentivized

May 6, 2025

Use Cases and Deployment Scope

Freshdesk has allowed us to better manage customer inquiries. With this platform, we can easily handle their questions. The ticket system allows for automated case follow-up, and we can see who handles each customer's case. The case can also be transferred to another employee or specialized department if required. This platform gives my small problem-solving team an easier way to process all requests without getting lost, since everything is structured. We use this platform to help customers with frequently asked questions, which can easily resolve the issue. If they can't, they can contact our support team, and if a solution has been found, this can be an additional issue for the FAQs, which can be automated.

Pros

No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Cons

Aministration by the administrative role is somewhat complex to configure and requires a long learning curve.
Implementation takes time, especially to adapt to the needs of each company. This can be a disadvantage if it requires a short implementation time.
There are certain differences between the desktop and mobile versions. The mobile version lacks certain tools/features that the desktop version has.

Likelihood to Recommend

I recommend Freshdesk for people who need to handle a large volume of inquiries through tickets and follow-ups. This platform provides tools that will improve problem-solving efficiency, ensuring customers are satisfied with the speed with which their issues are resolved. Overall, it will optimize customer service support operations and the resolution of their problems.

Marina Torttoli

Marketing Director in Marketing at Ever Indy Realty Group (11-50 employees)

Vetted Review

3 years of experience

View profile

Needs a lot of Improvements

Rating: 6 out of 10

Incentivized

April 26, 2025

Use Cases and Deployment Scope

We use Freshdesk for ticketing support system with integration with Jira.

Pros

canned messages
email notification

Cons

Jira and atlassian intergration
custom fields of issue types and statuses

Likelihood to Recommend

Need the customized fields

Verified User

Project Manager in Product Management (11-50 employees)

Vetted Review

4 years of experience

Freshdesk is a gem

Rating: 9 out of 10

Incentivized

April 23, 2025

Use Cases and Deployment Scope

Freshdesk plays a vital role in the Marketplace division, serving both as our Knowledge Centre and as the primary support hub for receiving tickets from our sellers. It enables us to centralise all seller queries and updates, streamlining communication and support processes. Additionally, SLA reminders help ensure that we respond to sellers in a timely and efficient manner.

Pros

Reporting
Reminders
Organisation of tickets

Cons

Dynamic support such as AI or chat support
AI support for tickets like identification of subject and providing a suggestion to the seller.

Likelihood to Recommend

The current platform is easy to use and the reporting helps us stay on top of everything as a team.

Scenarios where Freshdesk can improve are incorporation of AI to auto-suggest response based on subject or some keywords within the message. This will allow us to reduce back and forth with the sellers.

Verified User

Manager (11-50 employees)

Vetted Review

2 years of experience

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 (1001-5000 employees)

Vetted Review

10 years of experience

View profile

Freshdesk is fantastic

Rating: 10 out of 10

Incentivized

April 22, 2025

Use Cases and Deployment Scope

We use Freshdesk as our support and ticketing tool. Our support team uses this to raise customer issues, track and resolve them. We also use it to keep our users informed of their issue status. We also make use of its automation features (things liked canned responses) and its really great at SLA tracking.

Pros

Very good at SLA tracking
Good set of automation tools, allows us to manage a large number of tickets easily.
Its pretty easy to use, our new agents are able to get up and running with just online training resources quickly.
It also has good reporting and analytics.

Cons

Initial set up can be a little complicated. Pretty smooth when you have it up and running.
Mobile version is a little buggy.
.

Likelihood to Recommend

Its really great for mid or large sized teams. If your support team handles a decent amount of requests, this can be invaluable in both saving time (with automation) and ensuring you arent falling behind in your SLA.

For smaller teams or if you dont have a large volume of support queries, you can probably get by without it.

Verified User

Manager in Marketing (51-200 employees)

Vetted Review

Freshdesk Makes Support Seamless and Smarter

Rating: 9 out of 10

Incentivized

April 21, 2025

Use Cases and Deployment Scope

We use Freshdesk in our organization to receive employees service requests from all internal department, additionally our employees report incidents that the face through the system, some of the key service providers and agents are from IT, facility, Finance and procurement, additionally change management and major incidents as well are managed there.

Pros

Service Requests Catalog
Incidents Management
On-Call Schedule

Cons

Portal customization
Mobile application enhancement
better asset management

Likelihood to Recommend

I believe Freshdesk solution is well suited for companies that use Freshdesk to manage customer queries across emails, chats and social media. additionally for teams that require workflow automation.
Scenarios Where Freshdesk May Be Less Appropriate, i think if it's a large enterprise with complex ITSM. or if you Need On-premise deployments

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

4 years of experience

Good app for customer support

Rating: 8 out of 10

Incentivized

April 17, 2025

Use Cases and Deployment Scope

The application has been a very important aspect in our company and plays a very vital role in the customer management of our company and it has been a very crucial tool to manage the happiness of the customer. It plays an vital role for our company and is a boon to us.

Pros

Customer Support
AI Agent
Knowledgebase

Cons

Customer Experience
Onboarding journey

Likelihood to Recommend

People who want to do automation in their customer services are the best people who should take this platform in their platform suite.

Verified User

Vice-President in Product Management (11-50 employees)

Vetted Review

8 years of experience

An excellent ticketing solution that wont break the bank

Rating: 9 out of 10

Incentivized

April 10, 2025

Use Cases and Deployment Scope

We use Freshdesk to manage help desk tickets for our company, to ensure problems are being resolved in a timely manner. Freshdesk addresses the issue of prioritizing problems and ensuring no problems are slipping through the cracks.

Pros

Great self-service portal
Creating tickets from email
Ease of use

Cons

Allow the dashboard to be more customizable

Likelihood to Recommend

We are a smaller organization with a tight budget. Freshdesk has been an amazing asset to us, because it allows us to run a help desk for a minimal cost. For our use case, Freshdesk has been the best choice. You can tailor Freshdesk to meet your needs with different plans and addons to meet the needs of your organization.

Verified User

Administrator in Information Technology (51-200 employees)

Vetted Review

2 years of experience

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It helps me manage customer inquiries in one place.

Rating: 10 out of 10

Incentivized

May 6, 2025

Use Cases and Deployment Scope

Pros

No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Cons

Aministration by the administrative role is somewhat complex to configure and requires a long learning curve.
Implementation takes time, especially to adapt to the needs of each company. This can be a disadvantage if it requires a short implementation time.
There are certain differences between the desktop and mobile versions. The mobile version lacks certain tools/features that the desktop version has.

Likelihood to Recommend

Marina Torttoli

Marketing Director in Marketing at Ever Indy Realty Group (11-50 employees)

Vetted Review

3 years of experience

View profile