Freshdesk Reviews & Product Details

The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance.

Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.

The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.

The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement. Review collected by and hosted on G2.com.

The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.

While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.

Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds. Review collected by and hosted on G2.com.

I like how easy it is to find a ticket in Freshdesk. Having a specific view of what I'm looking for allows me to give quick responses, which improves our efficiency in all aspects. I also appreciate that the initial setup was simple and without many complications. Review collected by and hosted on G2.com.

I believe that one of the aspects Freshdesk could improve is the incorporation of automatic summaries with artificial intelligence at the ticket level. It would be of great value to have a contextual summary of the complete ticket history, especially in long threads with multiple interactions between the customer and different agents. This functionality would allow understanding in seconds the current state of the case, the key points addressed, the actions already taken, and the pending issues, without the need to read the entire exchange of emails or internal notes. Review collected by and hosted on G2.com.

1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.

2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.

3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves. Review collected by and hosted on G2.com.

1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.

2. The mobile-based application of this tool is not as smooth as it should be. Review collected by and hosted on G2.com.

I use Freshdesk in our contact center to manage customer issues and internal escalations, and it has been easy to scale as our ticket volume has grown.

We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent.

The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer.

A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times.

Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow. Review collected by and hosted on G2.com.

One limitation I’ve noticed is that Freshdesk doesn’t follow a traditional queue-based structure like some contact center systems, particularly when it comes to ticket intake and assignment. As a result, it can be harder to track metrics such as first response time or true agent handling time with the same level of precision, especially when tickets get reassigned or are worked by multiple teams. Review collected by and hosted on G2.com.

Intuitive and easy to use. The interface is clean and user-friendly, which makes it simple to navigate and get started. The automation features are powerful and help streamline workflows. Ticket management is also great, making it easier to stay organized and keep track of requests. Review collected by and hosted on G2.com.

Reporting can be complex and sometimes difficult to navigate. I also experience occasional system lag, which can slow things down. Setting up automation is tricky and takes more effort than I expected. On top of that, the mobile app still needs improvement to feel as smooth and reliable as the rest of the platform. Review collected by and hosted on G2.com.

What I like most about Freshdesk is how simple and well-organized it makes managing customer support. The interface is clean and easy to navigate, even for new users. Ticket tracking, task assignment, and customer replies all happen in one place, which really helps reduce confusion and keep everything consistent. I also appreciate how Freshdesk automates repetitive actions, such as ticket categorization and status updates, and that ends up saving a lot of time. On top of that, the ability to create canned responses and use tags makes it much faster to handle a high volume of requests without losing track of details. Review collected by and hosted on G2.com.

Overall, Freshdesk works really well, but at times the system can feel a bit slow, especially when I have multiple tabs or reports open. The reporting and analytics tools also aren’t as flexible as I’d like, particularly when I’m trying to customize views or pull out deeper insights. It’s not a dealbreaker for me, but it’s definitely an area where there’s room for improvement. Review collected by and hosted on G2.com.

Freshdesk is very easy to use and doesn’t feel overwhelming, even on busy days. It helps me stay organized by keeping all tickets in one place and making it clear what needs priority. Features like canned responses and automation save a lot of time, and internal notes make team coordination smoother. Overall, it helps me work faster, stay on track, and handle customer issues more confidently. Review collected by and hosted on G2.com.

At times, Freshdesk can feel a bit slow or laggy, especially when handling multiple tickets at once. Some features take a few extra clicks to access, which can slow down the workflow on busy days. The reporting and search filters could also be more flexible and intuitive. While it’s a strong tool overall, a few performance and usability improvements would make the daily experience even smoother. Review collected by and hosted on G2.com.

The ticket view is clean and switching between conversation feels effortless. I especially like how internal notes work we can discuss an issue internally without confusing the customer. Over time, the automation has quietly taken work off my plate, like tagging tickets correctly and assigning them to the right person without manual effort. Review collected by and hosted on G2.com.

When I wanted to fine tune reports or customize workflows, I had to spend time exploring menus and documentation. It's not hard, but it's not instantly obvious either. Also, performance can slow a bit when handling a large volume of tickets at once, especially during peak hours. Review collected by and hosted on G2.com.

I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service. Review collected by and hosted on G2.com.

I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks. Review collected by and hosted on G2.com.

Freshdesk is super easy to use and doesn't feel overwhelming like some support tools do. Everything is clean and organized, so managing tickets doesn't turn into mess. I also like how automation and canned replies save time and reduce repetitive work. It just makes handling customer queries smoother and less stressful, especially when things get busy. Review collected by and hosted on G2.com.

Freshdesk can feel a bit overwhelming at the beginning because there are so many features, tabs and settings to explore. While this is great once you are used to it, the initial learning curve can be confusing, especially for new users or small teams. Another downside is that some really useful features, like advanced automation, detailed reports or certain integrations are only available on higher pricing plans. This can be limiting if you are on a basic plan and want more flexibility. Also, when ticket volume is high, the interface can feel slightly cluttered, which slows things down a bit. Review collected by and hosted on G2.com.