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Freshdesk pros and cons

Vendor: Freshworks

4.1 out of 5

32 reviews
94% willing to recommend

1,311 followers

Pros & Cons summary

Freshdesk is appreciated for automating ticket assignments and document management, integrating with tools like Jira, and offering omnichannel support for seamless communication. It stands out with automatic email-based ticket creation but needs improvements in technical support and ticketing functionality. Users find reporting capabilities lacking and often need extensive coding for certain functionalities. Enhanced integration, particularly with Azure DevOps, and more robust reporting features would increase efficiency and usability for tech environments.

Buyer's Guide

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

Prominent pros & cons

PROS

Freshdesk allows automatic ticket creation via email, significantly simplifying the ticketing process.

The platform offers seamless integration with other tools, including Jira, facilitating comprehensive workflow management.

Freshdesk's automation features, such as assigning tickets to agents, streamline operations effectively.

The robust knowledge base and learning capabilities of Freshdesk enhance user support and information management.

Freshdesk provides a variety of role customizations and group functionalities, allowing for tailored customer service interactions.

CONS

Technical support services need significant improvement, offering better support to users.

Assigning multiple team members to a single ticket is challenging, necessitating a more flexible ticket assignment system over the current parent-child hierarchy.

Integration capabilities require enhancements, particularly concerning third-party applications and Azure DevOps.

Current dashboards and reporting functionalities lack efficiency, needing improvements to support advanced analytics demands.

Automation features are inadequate, with a need for more powerful automation to enhance operational efficiency and reduce manual tasks.

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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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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FR

Head of HR and Training at ProSpark

Aug 28, 2023

It generated reports for us, which helped us identify the status of requests and the aging of requests.

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Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Jan 26, 2024

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

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Show 10 more reviews (out of 25)

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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Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: June 2025.

857,028 professionals have used our research since 2012.

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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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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FR

Head of HR and Training at ProSpark

Aug 28, 2023

I would like to see a little bit more color in the solution.

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Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Jan 26, 2024

I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets.

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Show 10 more reviews (out of 25)

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