Freshdesk Reviews & Product Details

What I like best about Freshdesk is how simple and organized it makes customer support. All customer conversations, emails, chat messages, and tickets come into one place, so nothing gets lost. This makes it very easy to track issues and respond on time. Another thing I really like is the clean and user-friendly interface. Even a new team member can start using Freshdesk quickly without much training. Everything is clearly labeled, and workflows feel natural. The automation features are also very useful. Freshdesk can automatically assign tickets, set priorities, and send notifications. This saves a lot of manual effort and helps the support team focus on solving problems instead of managing tickets. I also like the collaboration features; team members can add internal notes, share context, and work together on complex tickets without exposing internal discussion to customers. Overall, Freshdesk feels like a reliable and easy-to-use tool that fits well into daily support operations. Review collected by and hosted on G2.com.

One thing I dislike about Freshdesk is that some advanced features are available only in higher plans. For small teams or startups, this can limit how much value you get from the lower-tier plans. Another drawback is that reporting and analytics can feel basic unless I upgrade. While standard reports are helpful, deeper insights and customization sometimes require extra configuration or higher pricing. Sometimes automatic rules can become complex to manage as the number of workflows grows. If not well organized, it can be hard to understand why a ticket behaved a certain way. Performance can also slow down slightly when handling a very large number of tickets, especially during peak support hours. Review collected by and hosted on G2.com.

Recently , what I’ve started liking more about Freshdesk is how smooth the overall workflow feels when handling tickets daily. The UI feels cleaner and it’s easier to track ticket status without getting confused, especially when multiple requests are coming in at the same time. I also like how automation is easier to configure now — even small rules save a lot of time during busy hours. Another thing I noticed is that their support documentation and responses have improved, which helps when you’re stuck and need quick clarification instead of long back-and-forth emails . Review collected by and hosted on G2.com.

One area where Freshdesk can improve is third-party integrations. While most common integrations work fine, setting up some CRM or marketing tools takes more time than expected and isn’t always straightforward . A bit more clarity in setup steps or better in-app guidance would make the process smoother, especially for new users who don’t have technical support readily available. Review collected by and hosted on G2.com.

What I like best about Freshdesk is its simplicity and speed to value, especially for support-focused teams.

Freshdesk can be set up with minimal configuration compared to larger enterprise platforms.

It excels at handling tickets, SLAs, automations, and multichannel support (email, chat, phone).

Freshdesk provides responsive and helpful customer support, along with clear documentation and resources that make it easy to resolve issues quickly.

The platform is used daily by support teams to manage tickets and customer interactions, making it a core tool for day-to-day operations.

It's also easier integrate. Review collected by and hosted on G2.com.

Freshdesk works well out of the box, but it becomes restrictive when you need highly customized workflows or data models.

While integrations exist, they are not as deep or flexible as enterprise platforms like Salesforce Review collected by and hosted on G2.com.

Freshdesk makes it easy to handle live chat conversations from a single team inbox. We can see new and unassigned chats clearly, assign agents quickly, and reply without switching tools. The contact panel on the side helps us understand who we're talking to and where the conversation came from. Internal notes are helpful when handing off chats between team members. Review collected by and hosted on G2.com.

Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed. 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.

Freshdesk offers an intuitive interface and excellent api support, making it easy to integrate with other tools in our workflow. I really like how customizable the automation and workflows are from ticket routing to SLA setup, everything can be tailored to fit our exact needs. the ability to connect with Slack, Jira and CRM tools save tons of time for our support team. Review collected by and hosted on G2.com.

The reporting and analytics section could be more flexible, especially when creating custom dashboards. Some integration require higher tier plans, which can be limiting for smaller teams. Also the mobile app feels slightly less responsive compared to the web version. Review collected by and hosted on G2.com.

I've been using Freshdesk for a while now, and overall, it’s been a pretty smooth experience. The interface is clean and easy to get used to, even for someone new to support tools. Setting up workflows and automations saves a ton of manual effort. I particularly like how organized tickets feel once you set proper categories and SLAs makes it easy for our small teams to stay on top of things. Review collected by and hosted on G2.com.

What I dislike about Freshdesk is that some features feel a bit limited unless you’re on the higher pricing tiers. For example, a few automation options and advanced analytics are locked behind premium plans, which can be frustrating for smaller teams.

I also feel that 14 days free trial is also limited experience to user. Review collected by and hosted on G2.com.

It seems like their software is built with all kinds of companies in mind. This could be a good thing, but also a bad thing as it feels bloated and sometimes difficult to use as the add-ons and integrations require extra subscriptions and tech knowledge to integrate. Review collected by and hosted on G2.com.

Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together.

Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk. Review collected by and hosted on G2.com.

I use Freshdesk to manage customer support across multiple channels like email, chats, and messages, all from a single dashboard. I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations. The ability to manage tickets efficiently is also a big plus for me. Setting up Freshdesk was incredibly easy; I just had to add my work email, name, and it was ready to go. Review collected by and hosted on G2.com.

Freshdesk could improve its dashboard to be more user-friendly, especially regarding colors and design. Review collected by and hosted on G2.com.

I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users. Review collected by and hosted on G2.com.

I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent. Review collected by and hosted on G2.com.