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Freshdesk pros and cons

Vendor: Freshworks

4.1 out of 5

41 reviews
93% willing to recommend

Pros & Cons summary

Freshdesk improves response times and customer satisfaction by streamlining ticket management with automation and CRM integration. The platform supports role-based management, omnichannel support, and extensive automation, enhancing workflow. However, Freshdesk needs enhancements like a custom dashboard, better API rate limits, Azure DevOps integration, and improved technical support. Assigning tickets to multiple users and reducing additional costs for integrations would further boost its efficiency.

Buyer's Guide

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

Prominent pros & cons

PROS

Freshdesk improves response and resolution times by streamlining ticket management and automating tasks, increasing efficiency and customer satisfaction.

It allows easy ticket creation by email, integrating with phones, chat, API, and providing seamless connectivity for CRM needs.

The platform supports role-based user management, allowing different rules for customer service teams and effective issue escalation.

Freshdesk offers extensive automation for ticket assigning and document management, significantly enhancing workflow.

Omnichannel support and comprehensive reports help track request statuses, contributing to a positive organizational impact.

CONS

Freshdesk needs to address the lack of a custom dashboard and improve API rate limits.

Assigning a single ticket to multiple people would help avoid ticket proliferation.

Technical support is lacking and requires improvement.

Integrating tools for App Store, Play Store reviews, and social channels like Twitter involves additional costs.

Freshdesk should improve its Azure DevOps integration for enhanced functionality.

Freshdesk Pros review quotes

Head - Customer Support Desk with 51-200 employees

Aug 4, 2015

Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way.

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Senior Technical Analyst at a computer software company with 51-200 employees

Mar 28, 2016

The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it.

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Lecturer at a university with 51-200 employees

Nov 11, 2015

Ticket system - provides us with support tickets submitted by customers from various sources Sharing - team members can share progress of tickets

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Operations Manager at a retailer with 51-200 employees

Feb 15, 2017

Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service.

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Mobile Developer at a tech services company with 51-200 employees

Nov 29, 2015

Aside from sending a ticket to client, it can also send an image.

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HP

Operations Manager at Be You Plus

Aug 24, 2017

We're able to respond to customer inquiries much faster and with better information.

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Customer Relations Advisor at a tech vendor with 51-200 employees

Jul 6, 2016

Our customer service is built around it, and has been for years.

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MZ

Customer Service Manager at HOI

Mar 3, 2020

The organization that is possible with other departments is the solution's most valuable aspect.

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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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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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Freshdesk Cons review quotes

Head - Customer Support Desk with 51-200 employees

Aug 4, 2015

Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself.

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Senior Technical Analyst at a computer software company with 51-200 employees

Mar 28, 2016

The most frustrating thing is definitely the solutions center customization.

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Lecturer at a university with 51-200 employees

Nov 11, 2015

There are issues with technical incidences, such as not being able to receive messages from certain email addresses.

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Free Report: Freshdesk Reviews and More

Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: March 2026.

884,873 professionals have used our research since 2012.

Operations Manager at a retailer with 51-200 employees

Feb 15, 2017

Freshdesk has got an option where Facebook and Twitter posts can be transferred into the ticketing system. At the moment, we do not find it useful because it simply cannot pick the relevant customer service enquiries, it creates a ticket with every post.

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Mobile Developer at a tech services company with 51-200 employees

Nov 29, 2015

We have encountered lots of issues from observations of our QA, such as concatenated new lines displaying '=0' and differences between line spaces, and we are still waiting for resolutions for others, such as not being able to recover lost data or tickets.

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HP

Operations Manager at Be You Plus

Aug 24, 2017

It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter.

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Customer Relations Advisor at a tech vendor with 51-200 employees

Jul 6, 2016

Localization needs to be implemented. No option for other languages at this point in the knowledge bases.

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MZ

Customer Service Manager at HOI

Mar 3, 2020

Technical support is not the best. It could be much, much better and offer better support to users.

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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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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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