Freshdesk Reviews & Product Details

For a scalable product and a better customer experience, this is one of the best products. The automation also helps a lot by handling maximum queries with fewer resources. Review collected by and hosted on G2.com.

Freshdesk should improve the Analytics section so it’s more accurate and easier to create reports for clients. In the current flow, it feels overly complex when trying to build and generate the data. Review collected by and hosted on G2.com.

One of the biggest advantages of using Fresh works is its user-friendly and intuitive interface, which makes it easy to navigate while handling calls. It allows agents to create and track tickets efficiently, route concerns to the appropriate department, and provide guests with real-time updates during the same interaction. Fresh works also centralizes customer information, improves follow-up tracking, enhances team collaboration, and helps ensure issues are resolved in a timely manner, leading to a better customer experience and increased productivity. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. Review collected by and hosted on G2.com.

The only thing I felt was not great is how child tickets are handled. Whenever a child ticket is created, it shows up as a separate ticket. If the child ticket could appear under the parent ticket instead, it would be much easier to manage and follow. Review collected by and hosted on G2.com.

Freshdesk helps me manage our emails and customer communication across platforms. I especially like the automations for sorting and routing: they catch specific words, send emails to the right person, and save the teams that use the platform hours of manual work. They also help us avoid having someone read every email just to decide where it should go, and let us use people’s skills in other areas of the business. I like that we can trigger automations with certain responses and create custom apps for our business, and that Freshdesk lets us explore what we can do within the platform. It also helps us report on team performance. The web form is very cool, and functionality-wise, Freshdesk serves its purpose. We’ve been using it for over a decade, and hopefully we’ll continue to use it. Review collected by and hosted on G2.com.

I find some limitations with HTML support. We’ve had to build custom apps around it, and the automations don’t support HTML-type content, which affects our plans for an auto email responder. I’d also like a lot more customization in reporting. Most of the system is fairly easy to use, but some parts feel overly complicated. Review collected by and hosted on G2.com.

I use Freshdesk to process support tickets from my clients. It lets me distribute tickets and make sure they don’t fall through the cracks. It’s fairly simple to use. Review collected by and hosted on G2.com.

I feel there is a little lack to automation, and it takes a lot of steps to configure the system the way I want. I’d like more control over how tickets are allocated, including handling agents who are on leave. I’d also like more direct access to data so I can create my own reports. The date selection has a shortfall: I often need to choose a specific date from and date to, rather than last week or last month. I had to write my own integration to a SQL database because Freshdesk lacks functionality for my specific scenarios. I’d rate the initial setup a 6 out of 10 in difficulty. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it streamlines customer support management. Creating, assigning, and tracking support tickets feels simple and clear, which helps teams stay organized and respond to customers more efficiently.

Its automation tools—like ticket routing, SLA management, and canned responses—save time and boost productivity. Freshdesk also integrates smoothly with other business tools, making it easier to handle customer interactions from a single platform.

Another standout area is reporting and analytics, which offer helpful insights into team performance and customer satisfaction. The platform is easy to pick up, and the onboarding experience is straightforward, so new users can become productive quickly.

Overall, Freshdesk is a dependable, feature-rich help desk solution that strengthens support operations and helps deliver a better customer experience. Review collected by and hosted on G2.com.

While Freshdesk is a capable customer support platform, there are a few areas where it could improve. Some advanced features—such as stronger automation, deeper analytics, and broader customization—are limited to higher-tier plans, which can drive up costs for growing teams.

For first-time users, the platform can also feel a bit overwhelming due to the sheer number of settings and configuration options. On top of that, certain reports and workflow customizations require additional setup before they fully align with specific business needs.

At times, the web interface may feel slightly slow when dealing with large ticket volumes or when loading more detailed reports. Expanding the AI capabilities and making more advanced features available in lower-tier plans would further improve the overall experience.

Even with these drawbacks, Freshdesk remains a reliable, user-friendly help desk solution that supports day-to-day customer service operations effectively. Review collected by and hosted on G2.com.

I like Freshdesk's management. I use it to manage tickets and measure the performance of my subordinates. I can control incidents and adjust response times to improve customer service. Its omnichannel function automatically assigns tickets to different agents and prevents them from piling up on one or two. It also allows me to set metrics by fixed schedules and have multiple users from the same company with case traceability. The configuration is quite intuitive: I use the search to find options and can set everything up in a few clicks. Review collected by and hosted on G2.com.

When I paste information into Freshdesk tickets, the formatting is often lost. Since we first draft the responses in Word and then copy them into the message body, we have to rework the formatting. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it lets me manage customer support tickets efficiently in one place. The automation tools, ticket categorization, and the clear tracking of communication history make day-to-day work smoother and easier to follow. Overall, it helps our team stay organized and respond to customer requests faster, without losing track of ongoing conversations. Review collected by and hosted on G2.com.

What I dislike most about Freshdesk is that some features aren’t as flexible or customizable as I’d like. Setting up more advanced automations and workflows can feel complicated, and a few tasks end up requiring more manual effort than I expected. The reporting tools are another area that could be improved—they could be more intuitive to use and provide greater flexibility overall. Review collected by and hosted on G2.com.

You can see every single action, change, update that the users did (in "recent activity" or "Activities" when in a specific ticket) and it helps us keep track on what is going on with the cases (the follow-ups) and which users did what instead of reading all the notes and trying to deduce. Also, when creating the Canned responses, we are able to reply faster and within the same line. Also, it detects really fast and accurate when an email could be a scam or if we get notify for something that usually we do, it automatically uses the information stored to tag the ticket. (saves us some minutes!) It doesn't seem to slow down even when we have lots of notes, documents or other files which is practical when trying to have all of our documentation in one place. In other words, it has been very easy to use, Our new employees just need the basic training on"what si this button for" but it's a very friendly experience. Definitely worth the price Review collected by and hosted on G2.com.

When migrated from one Freshdesk to a new one, we couldn't have like a back-up or like send the old tickets to the new Freshdesk. It could have been really helpful considering the way we do our follow-ups But so far, so good! That was like 2 years ago Review collected by and hosted on G2.com.