Although Freshdesk has many advantages and is a strong tool overall, there are a few areas where it can be improved. One is customization limitations; dashboards and workflows could be more flexible. The other is reporting capabilities; advanced analytics and deeper insights could be enhanced. Performance with large volumes can occasionally be impacted, especially when handling high ticket volumes or multiple integrations. API limitations, such as rate limits, can be restrictive for organizations, and the pricing structure means that some advanced features are only available in higher tier plans, which can increase costs.

In Freshdesk, improving user interface responsiveness in certain modules and providing more flexibility in automation workflows would further enhance the overall experience. More out-of-the-box integrations and easier configurations for complex use cases would also be beneficial, especially for larger teams.

View full review »

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings.

Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting.

Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

View full review »

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.

View full review »

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.

View full review »

As of now, Freshdesk has no inventory assignment. If Freshdesk could include the data of devices, it would be more valuable for all customers. Adding inventory details to the features would make it easier for us.

View full review »

I believe Freshdesk could improve by being available on more cloud platforms. If it was on another cloud, it would be better because our setup is mostly hybrid with AWS and GCP, and I haven't checked GCP for Freshdesk availability yet.

I hope Freshdesk can expand to more cloud options such as Azure, Huawei, and Alibaba, so I can recommend it to my team or friends using other cloud services.

View full review »

An area for improvement in Freshdesk would be enabling all features regardless of company or user size. Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs. View full review »

The user experience, management, and inventories could be improved in Freshdesk. It will be very simplified, and more of them have improved efficiency. The more overtime the users give in managing the Excel sheets, it is very simplified, with improved workflow throughout the Freshdesk portal and tools.

View full review »

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.

View full review »

There is no room for improvement in Freshdesk.

We can set a time period for particular employees as something that could be better.

For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

View full review »

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

View full review »

Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.

I wish for improvements related to the pricing point to enhance the overall experience.

View full review »

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. 

Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

View full review »

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. Additionally, more flexibility in adding functions based on subscription levels would be beneficial for customization.

View full review »

Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us. So we have to adapt and manage our day-to-day work with it.

View full review »

It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.

View full review »

We are using Freshservice as it is bigger and more extensive. We'd like Freshdesk to be more extensive as well. 

It should enhance its service and its reporting capabilities. 

View full review »

Asset management and branding are two areas in the solution that have scope for improvement. Branding is one major area that needs to improve because previously, when we recommended Freshdesk to one of our customers, he stated that he hadn't heard of the solution before telling us that he would like to opt for ManageEngine. So, he told us that Freshdesk was not a well-known brand. Even though we told him that it's equally functional, somehow, he wasn't inclined towards it.

The solution's asset management needs to improve since it does not have an automated asset discovery feature, making it not a very sound tool. Also, Freshdesk depends on a third party for integration. In short, the integrations within the solution should be made available to its users as a default feature.

View full review »

Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.

In a future release, it would be beneficial if Freshdesk added the ability to publish files. For example, if I have an FTP site and I need to publish something for customers, such as installation files, I cannot do it in Freshdesk. I have to upload that on another system and bring it in as a link instead of being able to do everything in one place.

View full review »

I would say that Freshdesk is a little blunt. I would like to see a little bit more color in the solution. Other than that, I had no other issues with it. Our company didn't need anything highly technical, and Freshdesk was a helpful tool that did whatever we needed at the time. Even though we are located in the Philippines, we were able to assist our clients in Singapore and Indonesia through Freshdesk.

View full review »

Currently, they have Freshchat as the central platform. But for email, I would still like to have assistance around how our agents can assist our customers, such as on-the-go translation; as we are expanding to the emerging market, we would not be able to hire and pay customer support agents in those areas immediately, so we won't be able to attend to their conversation if we do not speak the same language. That is something similar platforms have, which I would like to have included in Freshdesk.

View full review »

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.

Their sales team all the time tries to convince you that this is the only product that they have. I don't know why. I really don't get it. I spent a year just being like, "No, we shouldn't be in Freshdesk for this." They were telling my bosses that we should be, and I was like, "I'm telling you that's incorrect. Why are you telling my boss that? You don't even work here?" You don't even go here. What are you doing? They don't even check your circumstances. I am a certified Six Sigma Black Belt. I gave them all of our process maps and everything, and they didn't even read over them. They just kept trying to put us into Freshdesk when Freshservice was a better fit because all we do is move around trucks, trailers, and drive. That's what we do all day long. I would like to know how we would do that without asset management or a portal with forums. They were just constantly trying to get us to implement break fix after break fix after break fix instead of putting us on the right product in the first place. It wasted a year's time and money.

We are using it because the bot can't live in Freshservice. The bot has to live in Freshdesk. I wish the bot could live in Freshservice or be its own thing. If it was its own thing, it would be much easier, but you have to go into Freshdesk and go into the bot builder. It is weird. 

View full review »

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

If I'm going to contact a client, then I have to put all of these tags, and that ticket is closed as the ticket has been sent. It's similar to when you send an email. That ticket has now been sent and therefore it's closed. If the client responds, the ticket will come back as open. However, if we send a ticket to a different department, let's say, then we have to put the ticket on as open to the different department and I'm not going to be able to see it unless the other department sends it and replies, and puts it back on my name as open. The ticketing feature is a bit complicated. 

In order to send a simple email to a client, I need three minutes. And due to the fact that we send a lot of emails, that amount of time required is time-consuming for us.

Freshdesk has a feature called Freshchat. I would like to have translation services inside the chat. We get a lot of clients from different countries speaking different languages.

View full review »

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. For example, when we implemented Freshdesk, my team needed to write coding for four or five API integrations. The need to write this code also caused some difficulty as we write code on a different platform. Minimizing code for all integrations would make a big difference.   

We would like to give access to Freshdesk for contract employees but this requires an email ID, which these employees do not have. Logging into Freshdesk is based on email login only. A year ago, we requested a different way for such employees to log in such as a mobile-based login but this is not yet possible. 

View full review »

The solution's inbound calls could be improved.

View full review »

When we ask them for changes or features, they usually provide a workaround or a feature. They stay on top of the latest technologies. The most significant feature they've added recently was two years ago. It was an AI chatbot, which is very important for business.

They've gotten all the features at the right time and integrated them into the platform. 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. 

View full review »

While it's good for a small number of tickets, definitely in the future, we will require something more powerful.

I would prefer to have a lot more functionality. There's a bit of a trade-off between the price and the functionality. When we do choose the new solution, we will have costs go up. 

View full review »

There are some features I would like to improve. For example, I would like to be able to change the subject in emails for ourselves. We use a lot of third parties. So if we want to handle an email from one of our suppliers or one of our clients, we have to have two tickets, and it would be easier if we could only have one ticket to handle everything. With Freshdesk, that's very difficult because we can't change subjects. So, if we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.

View full review »

They have some flaws. No system is flawless. When I started working with Freshdesk and Freshcaller as well, they were separate tools. Freshdesk is for tickets processing, while Freshcaller is for taking calls and creating tickets out of it. However, these two solutions were more or less separated even though they kind of communicated with each other. And yet, it was not that easy to get a connection. Currently, they are already working to have an omnichannel. That way, you won't have to switch tabs. You can stay in a Freshdesk window and from there you can reach everything. This is the main thing that has to be improved and they're still working tirelessly on it. 

There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools.

I'm raising feature requests for the system. However, when you add a feature request and then you have to wait - possibly even a couple of years until enough other companies raise the same feature request as you. Only when there is enough interest, it's put on a roadmap. 

The size of your company seemingly does not really matter when it comes to having feature requests put on the roadmap. 

View full review »

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. 

View full review »

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.

View full review »

The reporting, analysis modules and insights capabilities for this solution could be improved. It is essential for us to know how many tickets are open on different business domains or open for specific teams. These insights drive decisions that happen in the technical support area. 

View full review »

There are a number of different statuses for tickets that agents can apply. There were times when the customer service agents got confused as to how to use these statuses. This could have possibly been something we could have streamlined and improved manually, in retrospect. 

The dashboards are useful but could be so much better. As product managers and data scientists, we couldn't use the dashboard for analytics and had to move the data in Power BI.

View full review »

In terms of features, I can't think of anything that's lacking. It's a solid solution.

I've only been using the solution for four months. It hasn't been long enough for me to know everything about the solution.

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

View full review »

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

View full review »

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. It could limit it to posts with key words/sentences.

View full review »

Localization needs to be implemented.  No option for other languages at this point in the knowledge bases.  Customer service used to be fantastic, but seems to be slipping a bit as they grow larger.  Still good though.

View full review »

The most frustrating thing is definitely the solutions center customization. For starters, they shouldn't change the base CSS for existing templates in random updates, breaking layouts that have remained static for six months. Aside from that, providing more documentation on common requests would be helpful.

View full review »

I want to see it integrated with C# for Android in the next version, as it is currently only integrated for Java.

View full review »

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

View full review »

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

View full review »