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Freshdesk pros and cons

Vendor: Freshworks

4.1 out of 5

36 reviews
94% willing to recommend

Pros & Cons summary

Freshdesk excels with automation features like automatic ticket creation via email and helps integrate tools effortlessly, enhancing operational efficiency through tracking capabilities. Its knowledge base supports effective problem resolution and enables omnichannel interaction with tools such as Slack. However, limitations in reporting templates, cumbersome ticket hierarchy, and the need for custom code for integrations present challenges, with room for improvement in technical support and the absence of built-in service request forms.

Buyer's Guide

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

Prominent pros & cons

PROS

Freshdesk allows seamless integration with email to automatically create tickets, enhancing efficiency.

It offers robust automation features for ticket assignment and management, streamlining customer service operations.

The feature of omnichannel communication enhances connectivity, integrating chats, phones, CRM, and APIs.

Freshdesk's knowledge base and collaboration tools such as Slack integration aid in quick issue identification and resolution.

Free access to Freshdesk meets the needs of smaller businesses, providing valuable tools without additional costs.

CONS

Technical support could be improved, as current service levels are inadequate.

There is a need for better ticket management, allowing multiple assignments to a single ticket instead of a parent-child hierarchy.

More standardized and usable reporting templates are required to enhance user experience.

Integration and automation capabilities are lacking and require significant customer effort for functionality.

Freshdesk's features need to evolve based on customer feedback to better meet user requirements.

Freshdesk Pros review quotes

reviewer1960482

Business Systems Analyst at a transportation company with 5,001-10,000 employees

Sep 14, 2022

Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.

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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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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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RA

Head Advisor Infrastructure Cloud Architect at Adrienutech

Aug 15, 2025

The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website.

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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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PV

Paulo Roberto Vieira Mendes

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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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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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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Jovana Pavlovic

Senior Back Office Manager at a financial services firm with 51-200 employees

May 16, 2022

It is very easy to make reports.

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Solutions Architect at Locuz

Aug 11, 2025

Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles.

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Show 10 more reviews (out of 27)

Freshdesk Cons review quotes

reviewer1960482

Business Systems Analyst at a transportation company with 5,001-10,000 employees

Sep 14, 2022

If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form.

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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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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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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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AO

Customer Success Manager at Mimshackworks Endeavors

Aug 7, 2025

With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.

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PV

Paulo Roberto Vieira Mendes

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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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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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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Jovana Pavlovic

Senior Back Office Manager at a financial services firm with 51-200 employees

May 16, 2022

Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.

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Solutions Architect at Locuz

Aug 11, 2025

The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention.

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Show 10 more reviews (out of 27)

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