---
title: Freshdesk Reviews
meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 3769 reviews by the users' company size, role or industry
  to find out how Freshdesk works for a business like yours.
aggregate_rating:
  rating_value: 4.4
  review_count: 3769
  scale: '5'
date_modified: '2026-09-01'
parent_category:
  name: Customer Service
  url: https://www.g2.com/categories/customer-service
---


# Freshdesk Reviews
**Vendor:** Freshworks  
**Category:** [Help Desk Software](https://www.g2.com/categories/help-desk)  
**Average Rating:** 4.4/5.0  
**Total Reviews:** 3,769  
**AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality.
## About Freshdesk
Freshdesk (a product of Freshworks Inc.) helps customer service teams move from their first AI agent to AI-powered customer service, without a drawn-out transformation program. Freshdesk unifies channels, conversations, AI, and customer context into one place, so agents always have the full picture before responding. Ready-to-use AI agents understand intent, take action, and resolve requests across channels, not just route them. AI Copilot helps every agent work faster and with more confidence, and AI Insights turns service data into decisions instead of dashboards. Guided rollout and prebuilt templates mean teams can launch quickly and expand at their own pace, whether they're a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact—it delivers 60% improved agent productivity, a 97% first-contact resolution rate, and up to 80% of resolutions with AI agents.



## Freshdesk Pros & Cons
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.

**What users like:**

- Users love the **ease of use** of Freshdesk, making implementation and daily management effortless and efficient. (223 reviews)
- Users appreciate the **ease of use** in Freshdesk, enabling quick management of tickets with minimal training. (158 reviews)
- Users appreciate the **automation features** of Freshdesk, which streamline workflows and enhance focus on customer satisfaction. (122 reviews)
- Users praise the **efficient ticket management** of Freshdesk, finding it easy to track and prioritize support requests. (117 reviews)
- Users appreciate the **efficiency** of Freshdesk, as it simplifies ticket management and enhances productivity. (111 reviews)
- Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (104 reviews)
- Case Management (96 reviews)
- User Interface (96 reviews)
- Users value the **easy setup** of Freshdesk, praising its intuitive design and fast ticket handling capabilities. (88 reviews)
- Time-saving (86 reviews)

**What users dislike:**

- Users feel that Freshdesk lacks essential **features such as live chat** , impacting its overall functionality and user satisfaction. (69 reviews)
- Users find Freshdesk has **limited features** compared to competitors, particularly in customization and omnichannel capabilities. (62 reviews)
- Users face **limited customization** options in Freshdesk, impacting their ability to tailor workflows and agent roles effectively. (58 reviews)
- Users find **ticket management cumbersome** , needing features for automated follow-ups and facing performance issues during peak times. (55 reviews)
- Users experience frustrating **slow loading** times, especially when adding ticket fields or updating user roles. (54 reviews)
- Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. (51 reviews)
- Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. (47 reviews)
- Users find Freshdesk to be **expensive** , as essential features come with extra costs, leading to frustration. (45 reviews)
- Lack of Features (45 reviews)
- Slow Performance (44 reviews)

## Freshdesk Reviews
  ### 1. Easy, Straightforward Tool for Creating Requests and Reporting Issues

**Rating:** 5.0/5.0 stars

**Reviewed by:** Camila S. | Account manager, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** January 29, 2026

**What do you like best about Freshdesk?**

Easy to use, straight to the point, user-friendly, lets me create and submit requests, report issues, and get. The automation and reporting features save time and help improve response times. Helpdsk solutions too

**What do you dislike about Freshdesk?**

nothing negative,im a user of it, but i dont find any problem or negative. pretty straightforward

**What problems is Freshdesk solving and how is that benefiting you?**

keeping everything organized in one place. Support tickets are tracked properly, and responses are faster , immediate alerts and notifications

  ### 2. Streamlined Enquiry Management, Needs Better Generative AI

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lettitia F. | Head of Marketing, Communication and Customer Experience

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** January 22, 2026

**What do you like best about Freshdesk?**

I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently.

**What do you dislike about Freshdesk?**

I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods.

  ### 3. Freshdesk Simplifies Support & Great Tool For Automation

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.

**Reviewed Date:** November 01, 2025

**What do you like best about Freshdesk?**

Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack.

**What do you dislike about Freshdesk?**

It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis.

**What problems is Freshdesk solving and how is that benefiting you?**

Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time.

  ### 4. Easy to Use, Perfect for IT Management

**Rating:** 5.0/5.0 stars

**Reviewed by:** Leonidas R. | Network Analyst, Information Technology and Services, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**AI Translated:** This review has been translated from Spanish; Castilian using AI.

**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.

**Reviewed Date:** October 30, 2025

**What do you like best about Freshdesk?**

I love how easy it is to use Freshdesk. The platform is incredibly user-friendly, which means I don't need extensive training to start using it effectively. It is very intuitive, making it ideal for quickly aligning a work team without obstacles. Additionally, it is visually pleasing and easy to navigate, which makes the user experience enjoyable. Freshdesk allows me to effectively manage user requests through its ticketing system, promoting efficient and orderly organization of tasks within the IT department. Additionally, the inventory management feature helps maintain a clear and accessible order, directly linking equipment with usernames. I also greatly value its ability for quick and easy integration with the cloud, which adds an extra layer of convenience to my daily work.

**What do you dislike about Freshdesk?**

There aren't many aspects of Freshdesk that I dislike, but I would say it would be useful to have a broader integration with social networks.

**What problems is Freshdesk solving and how is that benefiting you?**

I use Freshdesk to efficiently manage user requests and handle equipment inventory, organizing everything in a visual and easily accessible way.

  ### 5. Still Good, but there are better options.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Hunter B. | Technology Consultant, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** December 19, 2021

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

The interface visually is clean and simple. Couple this with a navigation menu that is not busy, or complicated, and you have a fantastic blend of simplicity and functionality rolled into one.

**What do you dislike about Freshdesk?**

It is only for ticketing.  If that is what you are looking for only, then that is fine.  Otherwise for startup MSPs, you might want to go with an all-in-one solution of ticketing, RMM, asset management, etc.

**What problems is Freshdesk solving and how is that benefiting you?**

A dynamic ticketing system directs our customers to log their problems formally.  Having a written record of their problem helps us track current issues and identify trends.

  ### 6. Freshdesk Reinvents Customer Support by AI.

**Rating:** 4.5/5.0 stars

**Reviewed by:** Anand D. | Options Trader | Candlestick Strategy Specialist, Enterprise (> 1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** October 12, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

I like the way Freshdesk brings all channels of communication under a single easy to use interface. The Freddy AI Copilot is the actual game changer that it assists with summaries, reply suggestions, and even live translations, which allow working with tickets to be quicker and more precise.

**What do you dislike about Freshdesk?**

Customization of the workflows and automation rules may require some time to make it the way you desire. When established, however, everything goes well.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk assists me in handling all support requests made on various platforms without leaving anything out. The included AI capabilities minimize the response time and increase the productivity after which my team focuses on solving the complicated problems, and automatic answers are the replies to the basic queries.

  ### 7. All-in-One Ticketing That Keeps Our Teams Coordinated

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** May 06, 2026

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.

**What do you dislike about Freshdesk?**

Maybe they could have more grouping options like folders to group similar issues.

**What problems is Freshdesk solving and how is that benefiting you?**

Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.

  ### 8. Freshdesk

**Rating:** 4.5/5.0 stars

**Reviewed by:** Anshu K. | Product specialist, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google One Tap using a business email account

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** September 21, 2025

**What do you like best about Freshdesk?**

Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.

**What do you dislike about Freshdesk?**

some adance features are only avaliable on subscription of fresh desk which leads to  lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.

**What problems is Freshdesk solving and how is that benefiting you?**

Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.

  ### 9. Easy-to-Use Filtering and Drill-Down That Just Works

**Rating:** 5.0/5.0 stars

**Reviewed by:** Lindsey S. | Firm Administrator, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** February 24, 2026

**What do you like best about Freshdesk?**

The ease of use.  Filtering by customer & drilling down by specific names is very user friendly.

**What do you dislike about Freshdesk?**

Time sheet summary used to auto sum hours for me, but that feature was taken away.

**What problems is Freshdesk solving and how is that benefiting you?**

It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely.

  ### 10. Effortless Ticket Management and User Collaboration

**Rating:** 5.0/5.0 stars

**Reviewed by:** Tosin O.

**Validated Reviewer:** Validated through LinkedIn

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** January 22, 2026

**What do you like best about Freshdesk?**

I find Freshdesk great for making workflows faster and resolving tickets efficiently. It helps with analysis and updates on devices and keeps me informed about backlogs at our repair center. I love that it streamlines the acknowledgment and passing of messages to third parties quickly. The efficiency in providing detailed data on every task is impressive. I actually love the surprise factor it brings when problems are resolved, sometimes leaving my colleagues in awe. Also, the setup was smooth, easy, and understandable.

**What do you dislike about Freshdesk?**

Nothing

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk speeds up workflows, helps resolve tickets, tracks backlogs, facilitates message passing, and enables team awareness on issues resolved without direct contact.

  ### 11. Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Arun K. | Quality Engineer, Computer Software, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** November 06, 2024

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively.

The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.

**What do you dislike about Freshdesk?**

From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support.

One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.

  ### 12. Extremely Easy to Use—Feels Familiar If You’ve Used Facebook

**Rating:** 5.0/5.0 stars

**Reviewed by:** elroy j. | Omni-channel Representative, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** January 24, 2026

**What do you like best about Freshdesk?**

Extremely easy to use and understand. If you have used Facebook before, you will be able to use FreshDesk

**What do you dislike about Freshdesk?**

Nothin that i dislike. Everything is easy to use

**What problems is Freshdesk solving and how is that benefiting you?**

It provides a streamlined platform which allows us to respond and resolve customer issues in realtime without complicated dashboards and unnecessary functions. Because of this, we are able to improve our customer satisfaction through optimized response times

  ### 13. One of the Best, Most User-Friendly Ticketing Tools

**Rating:** 5.0/5.0 stars

**Reviewed by:** Mayur S. | Data Engineer, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** April 24, 2026

**What do you like best about Freshdesk?**

It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly.

**What do you dislike about Freshdesk?**

Sometimes I run into syncing issues when assigning tasks in Jira.

**What problems is Freshdesk solving and how is that benefiting you?**

With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful.

  ### 14. FreshDesk Agent Review

**Rating:** 3.5/5.0 stars

**Reviewed by:** Swastik A. | Senior Software Engineer, Computer Software, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.

**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.

**Reviewed Date:** August 31, 2021

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

What I like about Freshdesk is how it streamlines communication across teams, making it easier to manage inter-team dependencies and track the lifecycle of each ticket through clearly defined states. Recently, I’ve also appreciated features like:

Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets.

Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow.

Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability.

Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly.

These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers.

**What do you dislike about Freshdesk?**

One area where Freshdesk can improve is customizable notifications — currently, it lacks the flexibility to tailor alerts exactly to individual preferences or specific use cases, which can lead to either notification fatigue or missed updates.

**Recommendations to others considering Freshdesk:**

It's a great platform to resolve inter-team dependencies.

**What problems is Freshdesk solving and how is that benefiting you?**

Inter-team Communication to resolve dependencies.

  ### 15. Efficient and Customizable Support Platform

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** February 27, 2026

**What do you like best about Freshdesk?**

Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.

**What do you dislike about Freshdesk?**

Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.

  ### 16. Freshdesk Makes Customer Support Easy and Efficient!!!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jithin C. | Risk Analyst, Enterprise (> 1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** August 09, 2025

**What do you like best about Freshdesk?**

What I like best about Freshdesk is its intuitive and user-friendly interface, which makes managing customer tickets easy and efficient. The platform is quick to implement, so we were up and running with minimal downtime. We use it frequently every day, and its automation features significantly reduce manual work. Plus, the multi-channel support ensures smooth communication across email, chat, phone, and social media. The robust reporting and integration options also provide valuable insights and flexibility to tailor workflows.

**What do you dislike about Freshdesk?**

Strong Support Features, but UI Can Improve

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk solves the problem of scattered customer communications by consolidating all tickets from different channels into one platform. It helps us manage support requests efficiently, avoid missed queries, and respond faster. This improves customer satisfaction and reduces the workload on our support team. Automations and easy ticket prioritization save time, allowing us to focus on resolving issues rather than organizing them.

  ### 17. Efficient Analytics and Seamless Setup

**Rating:** 5.0/5.0 stars

**Reviewed by:** Neil A. | Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** February 25, 2026

**What do you like best about Freshdesk?**

I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy.

**What do you dislike about Freshdesk?**

Nothing

**What problems is Freshdesk solving and how is that benefiting you?**

I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers.

  ### 18. Review of Freshdesk operations

**Rating:** 5.0/5.0 stars

**Reviewed by:** Rohit S. | Assistant Manager, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** November 15, 2024

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

A detailed review tool for enhancing customer support and  bringing smooth experience between the customer  and the organisation.

**What do you dislike about Freshdesk?**

There is a lot of time consuming observed while refreshing.

**What problems is Freshdesk solving and how is that benefiting you?**

We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue

  ### 19. Easy to Use, Flexible Ticket Automation and Workflows

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 03, 2026

**What do you like best about Freshdesk?**

Easy to use. Can have full-time agents or collaborators, and restrictions to specific groups of tickets. I like the features for canned responses, email templates, and other automation features for assigning tickets. Lots of flexibility to build into the system based on internal workflows and segmentation of data, customers, etc.

**What do you dislike about Freshdesk?**

Would like to see more controls around SLA tracking.

**What problems is Freshdesk solving and how is that benefiting you?**

Managing a growing number tickets as our customer count grows, and tracking different things on tickets so the details don't get lost.

  ### 20. Improved the quality of work which resulted in great customer satisfaction

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** November 15, 2024

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

Freshdesk improved the quality and quantity of task assisted that helps us further stabilized the relation between our company and our client. It minimize the unassisted tickets and we are able to monitor the productivity of each user within our team.

**What do you dislike about Freshdesk?**

The only downside i experience on Freshdesk is when updating the policy number in the settings, its taking time and sometimes im getting error.

**What problems is Freshdesk solving and how is that benefiting you?**

Reducing and organizing the volume of emails received from different clients.  It makes easier for us to tracked requests and queries and we are able to respond to them quickly.

  ### 21. Simplify Customer Service

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.)

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**Reviewed Date:** June 19, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

The reporting software is fairly accurate with minimal delay.

**What do you dislike about Freshdesk?**

The macros and shortcuts can be a bit difficult to use. I often end up hitting a shortcut key by accident, which is frustrating—especially when I’m focused and locked in on tickets.

**What problems is Freshdesk solving and how is that benefiting you?**

Reports for each of our agents and our overall team reports are easier to access.

  ### 22. Effortless Customer Query Management with Freshdesk

**Rating:** 4.5/5.0 stars

**Reviewed by:** Shivani T. | Sales executive, Small-Business (50 or fewer emp.)

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**Reviewed Date:** December 04, 2025

**What do you like best about Freshdesk?**

Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.

**What do you dislike about Freshdesk?**

The mobile app could be easier to use, and the login process should be more straightforward.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.

  ### 23. User-First Experience with Excellent Support

**Rating:** 4.0/5.0 stars

**Reviewed by:** Aviral G. | Manager- E-commerce, Mid-Market (51-1000 emp.)

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**Reviewed Date:** November 25, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.

**What do you dislike about Freshdesk?**

What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.

  ### 24. Solid Ticketing System with Room for AI Improvements

**Rating:** 3.5/5.0 stars

**Reviewed by:** Ali K. | Senior Support Engineer | Team Lead, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through a business email account added to their profile

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** December 18, 2025

**What do you like best about Freshdesk?**

I like how you can configure Freshdesk in terms of different ticket attributes and statuses. It also allows for merging tickets, which is really useful. Overall, it's an all-around very good ticketing IT support system.

**What do you dislike about Freshdesk?**

What could be improved is the AI functionality. It needs to be more feature-rich for different offices and company locations. It also needed to have a bit more ability to offer support over other channels, like live chat handled by AI. Additionally, the initial setup was not easy, requiring a lot of automation and configuration to handle things like voicemails and help center emails.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk is great as a ticketing system where I can manage incoming tickets and provide email support.

  ### 25. Great tool and responsive support team

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Sports | Small-Business (50 or fewer emp.)

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**Reviewed Date:** March 17, 2026

**What do you like best about Freshdesk?**

Fair pricing, easy to add custom fields, create custom reports and smooth flow for handling incoming requests

**What do you dislike about Freshdesk?**

The customer support from the Freshdesk team is responsive and helpful, but they can be a bit eager to book catch-up meetings - a minor annoyance.

**What problems is Freshdesk solving and how is that benefiting you?**

We use Freshdesk to manage customer support requests, ensuring that the whole support team can jump into an existing conversation even though they were not involved from the start.

  ### 26. Great for Complaint Tracking, but Lacks Real-Time Performance Tracking

**Rating:** 3.5/5.0 stars

**Reviewed by:** elizabeth A. | MIS, Enterprise (> 1000 emp.)

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**Reviewed Date:** January 30, 2026

**What do you like best about Freshdesk?**

Fresh Desk helps us track our complaints and makes it easier to use the information we collect to make informed decisions.

**What do you dislike about Freshdesk?**

running Implementation is not easy and it affect our automation and productivity

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk helps us support customers faster and smarter, with less effort. It improves our team’s efficiency, reduces the overall workload, and boosts customer satisfaction.

  ### 27. Streamlines Merchant Support, Needs Dark Mode

**Rating:** 4.0/5.0 stars

**Reviewed by:** Himanshu S.

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** February 02, 2026

**What do you like best about Freshdesk?**

I like that Freshdesk helps in solving tickets effectively. It's good at streamlining merchant issues and providing automation. I appreciate that the merchant can give feedback, and I find adding tags useful for organizing tickets. I also found the initial setup to be 'easy peasy lemon squeezy,' which makes the overall experience much smoother.

**What do you dislike about Freshdesk?**

I don't like that Freshdesk lacks a dark mode. Since we work all day long, dark mode will help with easing the strain on our eyes.

**What problems is Freshdesk solving and how is that benefiting you?**

I use Freshdesk for solving tickets, streamlining merchant issues, and benefiting from automation.

  ### 28. Intentional, Team-Friendly Features That Are Easy to Navigate

**Rating:** 5.0/5.0 stars

**Reviewed by:** Katie H. | Director of Ops, Small-Business (50 or fewer emp.)

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**Reviewed Date:** January 28, 2026

**What do you like best about Freshdesk?**

All the features are intentional, helpful for my team, and easy to navigate.

**What do you dislike about Freshdesk?**

Some items are price-gated, and jumping to the next level (instead of maybe just item add ons) is not feasible.

**What problems is Freshdesk solving and how is that benefiting you?**

Our team was answering tickets across 7 inboxes and 3 different platforms. Freshdesk centralized it so tickets are no longer missed or left behind.

  ### 29. it is very helpful to manage and track the things in a proper allign

**Rating:** 5.0/5.0 stars

**Reviewed by:** Neha S. | Operation, Mid-Market (51-1000 emp.)

**Validated Reviewer:** Validated through Google using a business email account

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**Reviewed Date:** December 18, 2025

**What do you like best about Freshdesk?**

Freshdesk is easy to navigate, even for new team members.
and also it helps reduce manual work by automatically assigning, prioritizing and escalating tickets.
and the team members can work together smoothly with internal notes and shared ownership.

**What do you dislike about Freshdesk?**

There is one thing reporting is useful, but deeper or highly customized reports can be restrictive without add ons.
The setting up advanced workflows and rules can feel complicated and time-consuming for new users.

**What problems is Freshdesk solving and how is that benefiting you?**

the freshdesk solves the challenge of managing and responding to customer queries efficiently across multiple channels, and this brings several clear benefits.
it also improves response time and also it ensures consistent customer support with canned responses, knowledge base, and standardized workflows.

  ### 30. Easy-to-Learn Interface That Gets You Productive Fast

**Rating:** 4.0/5.0 stars

**Reviewed by:** Burak  . | Customer success manager, Enterprise (> 1000 emp.)

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**Reviewed Date:** May 19, 2026

**What do you like best about Freshdesk?**

It is really easy to learn the interface.

**What do you dislike about Freshdesk?**

Sometimes it works a bit slow, but everthing else( integrations, support and ticketing) work fine

**What problems is Freshdesk solving and how is that benefiting you?**

it is really nice for ticketing. Using also AI for analysis and customer interaction is good.

  ### 31. Effective Email Management, But Needs More Customization Options

**Rating:** 3.5/5.0 stars

**Reviewed by:** Jarvis T. | Operations Manager

**Validated Reviewer:** Validated through a business email account

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** February 18, 2026

**What do you like best about Freshdesk?**

I actually enjoyed using the Freshdesk system because I felt like it organized our emails pretty well. The initial setup was pretty easy and didn't take very long to get up and running.

**What do you dislike about Freshdesk?**

I thought sometimes the user navigation could have been a little easier. As well as options for customizing email templates and customizing your own home page could have been a little bit better.

**What problems is Freshdesk solving and how is that benefiting you?**

I use Freshdesk as a ticket system for handling email responses and organizing our ticket system effectively.

  ### 32. As very good tool for ticketing I have ever used. Easy to navigate.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Manoj M. | Customer Service Associate, Enterprise (> 1000 emp.)

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**Reviewed Date:** January 26, 2022

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

Going good till now. I have had the same experience till now, and it is good. GUI got changed.

**What do you dislike about Freshdesk?**

As far as I have used it, I found it good.

**What problems is Freshdesk solving and how is that benefiting you?**

We are in an E-commerce and dealing with cosmetics. So. here, we are using this tool to raise the ticket about the customer queries and it is very helpful and it is easy to keep the track of customers' complaints and resolution.

  ### 33. Freshdesk

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.)

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**Reviewed Date:** June 18, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.

**What do you dislike about Freshdesk?**

I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.

**What problems is Freshdesk solving and how is that benefiting you?**

Freeing up agent time for needed task, quick automatic agent filtering and customer service

  ### 34. Great Tool for support and caser management

**Rating:** 5.0/5.0 stars

**Reviewed by:** David B. | Manager of IT Infrastructure and Operations, Mid-Market (51-1000 emp.)

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**Reviewed Date:** March 12, 2026

**What do you like best about Freshdesk?**

It is a robust platform, fairly easy to use and integrate. Customer support has been responsive, patient and professional.

**What do you dislike about Freshdesk?**

Configuration is sometimes not intuitive.

**What problems is Freshdesk solving and how is that benefiting you?**

Internal management of operations and helpdesk support.

  ### 35. 1 year using the system

**Rating:** 5.0/5.0 stars

**Reviewed by:** Gabriel A. | Soporte IT, Renewables & Environment, Small-Business (50 or fewer emp.)

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**AI Translated:** This review has been translated from English using AI.

**Reviewed Date:** November 08, 2024

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

Right now I am studying for an integration via API.

**What do you dislike about Freshdesk?**

perhaps the visualization and the way documents are exported

**What problems is Freshdesk solving and how is that benefiting you?**

Easy and simple, it solved my problem of customer service agent productivity.

  ### 36. Freshdesk and Freddy AI: A Game-Changer for Our Support System

**Rating:** 4.0/5.0 stars

**Reviewed by:** Sushmit S. | Associate, Enterprise (> 1000 emp.)

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**Reviewed Date:** July 08, 2025

**What do you like best about Freshdesk?**

Freshdesk offers a user-friendly experience that makes customer support much more accessible and efficient. It appears to have a straightforward setup process, allowing teams to hit the ground running without the frustration that often accompanies more complicated systems. One of the standout features of Freshdesk is Freddy AI, which has demonstrated significant value and effectiveness in composing and drafting emails for various communications and responses. We have been utilizing Freddy extensively, to the extent that it has become an essential component of our support system, seamlessly integrating with our daily operations. The weekly and monthly Freddy reports are instrumental in informing strategic decisions, providing valuable insights that guide our approach to customer support.

**What do you dislike about Freshdesk?**

One shortcoming which i personally encountered is the inability to open multiple tickets in separate tabs within Freshdesk. This design choice requires support agents to open several browser tabs instead of being able to manage everything within a single freshdesk window,  which can sometimes hinder efficiency. Nevertheless, despite this minor drawback, overall, Freshdesk comes highly recommended for teams seeking a robust, user-friendly support solution.

**What problems is Freshdesk solving and how is that benefiting you?**

We are using Freshdesk to resolve customer queries. The queries are qualitative and to quantify and have it in sequence is 1 major task
Freshdesk helped in 1 go.

  ### 37. Review and feedback for the Freshdesk

**Rating:** 5.0/5.0 stars

**Reviewed by:** Anuj K. | Customer Support Executive ans Quality Analyst, E-Learning, Enterprise (> 1000 emp.)

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**Reviewed Date:** August 18, 2023

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

Freshdesk is an amzing helpdesk software tool that can help to organize and resolve various types of the queries of the customer/user by ticketing system. It is an easy to use and efficient software that helps to resolve/categorize various types of queries.We can create multiple types of tags and filters here to categorize the queries of the customer/user. We can apply various types of  filters that helps us to use it effectively.

**What do you dislike about Freshdesk?**

There is nothing to dislike in freshdesk.This is an amazing software tool that plays a significant role in an organization to handle customers queries/complaints.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk helps us to resolve various types of the queries/complaints of the customer. It is a great and highly efficient tool that helps our organization to accept the user complaint feedback and resolve it via email and the chat process system. We can generate reports category-wise, issue-wise, or customer-type-wise, and in many other ways as well. 

The support system of my company is totally dependent on Freshdesk, and it is very helpful to receive and resolve customers's queries and issues. We can categorize the queries in the form of the tickets with the help of the manual tags that can be created by us. We can resolve customers complaints in an effective and organized way. There is much more to describe about its features.

  ### 38. Intuitive UI, Needs Better DevOps Integration

**Rating:** 5.0/5.0 stars

**Reviewed by:** Dennis S. | President/CEO, Small-Business (50 or fewer emp.)

**Validated Reviewer:** Validated through LinkedIn

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**Reviewed Date:** February 20, 2026

**What do you like best about Freshdesk?**

I find the Freshdesk interface very intuitive and easy to use. The initial setup was very simple. We've expanded quite a bit since we first implemented it years ago.

**What do you dislike about Freshdesk?**

I would like to see a strong integration with DevOps to easily manage the workflow for enhancement requests and bug fixes.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk allows us to easily manage all client submissions in one place and stay on top of what's important to our client base.

  ### 39. Easy to Use Once Set Up, Great Canned Responses and Article Management

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

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**Reviewed Date:** February 17, 2026

**What do you like best about Freshdesk?**

Ease of use once set up. Canned responses and solution article management are great

**What do you dislike about Freshdesk?**

Some missing reportable fields such as date or time last touched for tickets.
Would like to report easily on that metric.

**What problems is Freshdesk solving and how is that benefiting you?**

Helps us keep track of support queries and assign them to the relevant parties for resolution. We also have it set up to remind us if tickets need to be billed for and their progress in the billing cycle.

  ### 40. How Freshdesk Makes Customer Support Easier

**Rating:** 4.5/5.0 stars

**Reviewed by:** Radhika R. | Junior Full Stack Developer, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

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**Reviewed Date:** October 15, 2025

**What do you like best about Freshdesk?**

I like Freshdesk because it makes managing customer support really easy. I can track all tickets in one place, respond quickly, and keep everything organized without any hassle

**What do you dislike about Freshdesk?**

I don’t like that sometimes the interface can feel a bit slow or clunky. Also, some features are limited in the free plan, which can be frustrating

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk solves the problem of keeping track of all customer issues. Instead of juggling emails, messages, and calls, I can see everything in one place. This helps me respond faster, stay organized, and provide better support to customers, saving time and reducing confusion

  ### 41. Impressive Value with Powerful AI and Automation

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

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**Reviewed Date:** March 06, 2026

**What do you like best about Freshdesk?**

Great value for the price—the range of options I’m getting, along with the AI, automation, and other capabilities included, is genuinely impressive.

**What do you dislike about Freshdesk?**

Some options don’t feel intuitive enough. The reporting section has a lot of settings, but a few things seem to be missing, or they aren’t easy to find.

**What problems is Freshdesk solving and how is that benefiting you?**

It allows for less direct human contact with users by relying on automation and AI.

  ### 42. Freshdesk is better option to improve customer support and it is user friendly

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.)

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**Reviewed Date:** July 13, 2023

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

I really like the new integration with Shopify, especially the ability to cancel orders directly from Freshdesk — this saves time and keeps everything in one place

**What do you dislike about Freshdesk?**

It would be great if Freshdesk could pull real‑time email interaction data, like when an email is opened, read, or responded to by the customer, directly inside the ticket view

**What problems is Freshdesk solving and how is that benefiting you?**

Helps in providing resolutions on time with a proper reminders on the tickets

  ### 43. Unreliable Email Processing Undermines Freshdesk's Value

**Rating:** 1.0/5.0 stars

**Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.)

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**Reviewed Date:** November 06, 2025

At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.

**What do you like best about Freshdesk?**

It's cheap, and you get what you pay for.

**What do you dislike about Freshdesk?**

The technology powering Freshdesk isn't robust and fails in catastrophic ways. Their system failed to process support emails for several days, and their support failed to acknowledge that "not receiving emails" was a critical issue. And look, we're a small business, so our account is probably not very important to them. But the one thing I expect them to be very good at is processing emails so that they show up in Freshdesk for our team to be able to respond to them. Instead, our customers were frustrated because it seemed like we were ignoring them.

**What problems is Freshdesk solving and how is that benefiting you?**

They give us a shared inbox so that our team can manage customer inquiries.

  ### 44. Fast, Modern, and Easy-to-Use Helpdesk Software

**Rating:** 5.0/5.0 stars

**Reviewed by:** Grigor B. | Founder, Telecommunications, Mid-Market (51-1000 emp.)

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**Reviewed Date:** January 23, 2026

**What do you like best about Freshdesk?**

Fast, easy-to-use, modern helpdesk software that feels straightforward and efficient to work with.

**What do you dislike about Freshdesk?**

Compared with Salesforce or Zoho Desk, it feels limited when it comes to customization options and support for custom development.

**What problems is Freshdesk solving and how is that benefiting you?**

Customer support via live chat, chatbot, email (tickets), and telephony—all in one place.

  ### 45. Great UI, but missing dark mode makes long days tough

**Rating:** 3.5/5.0 stars

**Reviewed by:** Louis-Victor G. | System engineer L1/l2, Small-Business (50 or fewer emp.)

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**Reviewed Date:** January 22, 2026

**What do you like best about Freshdesk?**

The UI is great, and I like it a lot, even though dark mode is missing.

**What do you dislike about Freshdesk?**

There’s no dark mode. I’m in Freshdesk about 8 hours a day, and my eyes end up hurting a lot because of it.

**What problems is Freshdesk solving and how is that benefiting you?**

It’s easy to read and set up.

  ### 46. Easy to Navigate Freshdesk with Excellent Support Articles

**Rating:** 4.5/5.0 stars

**Reviewed by:** Prashant K. | Deputy Lead || Support and Operations, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google One Tap using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** January 22, 2026

**What do you like best about Freshdesk?**

I like how easy it is to navigate freshdesk and the support articles are very good.

**What do you dislike about Freshdesk?**

Lack of some automation events makes it difficult to create and implement complex automations.

**What problems is Freshdesk solving and how is that benefiting you?**

Freshdesk is fast, easy to use and the report builder and data exports are veery helpful.

  ### 47. E-commerce business unit director

**Rating:** 4.5/5.0 stars

**Reviewed by:** Dominik P. | E-commerce business unit director, Small-Business (50 or fewer emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** June 23, 2025

**What do you like best about Freshdesk?**

What I like best about Freshdesk is its intuitive and user-friendly interface, which made onboarding our team remarkably smooth. The platform’s automation capabilities have significantly streamlined our support processes, allowing us to respond to customer inquiries faster and more efficiently. I also appreciate the comprehensive reporting tools, which give us valuable insights into our team’s performance and customer satisfaction. Overall, Freshdesk has helped us deliver a higher level of service to our clients while optimizing our internal workflows.

**What do you dislike about Freshdesk?**

One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization.

**What problems is Freshdesk solving and how is that benefiting you?**

We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.

Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.

  ### 48. Easy Tagging & Email Management, but Export Has Limits

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through a business email account added to their profile

**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.

**Reviewed Date:** January 28, 2026

**What do you like best about Freshdesk?**

Easy to create tags, communication type. Easy filtration and management of emails.

**What do you dislike about Freshdesk?**

Export feature is unable to export the body of emails, and also ifthe  number of emails exceeds a certain limit, export file contains only a certain number of emails no matter even if you exported thousands. Export feature needs improvement.

**What problems is Freshdesk solving and how is that benefiting you?**

It allows us to listen to our customers, resolve their issues timely and it is efficient to use and easy to connect to the work email.

  ### 49. Easy Query Tagging That Just Works

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.)

This reviewer's identity has been verified by our review moderation team. They have asked not to show their 
name, job title, or picture.


**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through LinkedIn

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** March 13, 2026

**What do you like best about Freshdesk?**

We are able to tag all the Queries Since we are supporting in all the forum to Customers

**What do you dislike about Freshdesk?**

Manual tagging has to be made as automation with the Forum integration

**What problems is Freshdesk solving and how is that benefiting you?**

This helps in addressing repeat issues and improving SLA configuration, allowing us to identify problems quickly and ensure faster resolution with proper root cause analysis (RCA

  ### 50. Easy to Manage with a Friendly Interface and Handy App Notifications

**Rating:** 4.5/5.0 stars

**Reviewed by:** Shahril R. | Support Engineer, Information Technology and Services, Mid-Market (51-1000 emp.)

**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.

**Validated Reviewer:** Validated through Google using a business email account

**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.

**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.

**Reviewed Date:** January 28, 2026

**What do you like best about Freshdesk?**

Easy to managed, got app to view notification and reply. friendly interface

**What do you dislike about Freshdesk?**

so far only the package, pay more get more benefit. but its okay

**What problems is Freshdesk solving and how is that benefiting you?**

Can track ticket, got dashboard to view status and good for monthly reporting and KPI


## Freshdesk Discussions
  - [What are the different channels through which Freshdesk can support customers?](https://www.g2.com/discussions/what-are-the-different-channels-through-which-freshdesk-can-support-customers) - 1 comment, 2 upvotes
  - [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote
  - [*WARRNING* Freshdesk uses False Advertisement and Deceptive Business Practices](https://www.g2.com/discussions/warrning-freshdesk-uses-false-advertisement-and-deceptive-business-practices) - 1 comment, 1 upvote
  - [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) - 3 comments, 1 upvote
  - [What is the best way to use workflow automations?](https://www.g2.com/discussions/what-is-the-best-way-to-use-workflow-automations) - 1 comment, 1 upvote

- [View Freshdesk pricing details and edition comparison](https://www.g2.com/products/freshdesk/reviews?page=4&qs=pros-and-cons&section=pricing&secure%5Bexpires_at%5D=2026-09-01+21%3A27%3A28+-0500&secure%5Bsession_id%5D=461c71af-3aaa-4155-8804-fdafe22618cf&secure%5Btoken%5D=7b6ad988e3f58225f788f121687e1f67b5b1570a749a0a79b1d05a289dbc5f5f&format=llm_user)

## Freshdesk Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Third-Party Integrations
- To-Do List
- @mentions
- Single Sign On
- File Management
- Activity Dashboard
- Drag & Drop
- Alerts/Notifications
- Prioritization
- Access Controls/Permissions
- Screen Sharing
- Content Management
- Brainstorming
- AI Copilot
- File Transfer
- Calendar Management
- Status Tracking
- Real-Time Notifications
- Version Control
- Task Management
- Activity Tracking
- Real Time Editing
- Communication Management
- Chat/Messaging
- Tagging
- Generative AI
- Assignment Management
- Task Scheduling
- Project Management
- Collaboration Tools
- Workflow Management
- Secure Data Storage
- File Sharing
- Document Storage
- Task Progress Tracking
- Discussions/Forums
- Commenting/Notes
- Reporting & Statistics
- Contact Management
- Video Conferencing
- Progress Tracking
- Mobile Access
- API
- Document Management
- Customizable Branding

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**Ticket and Case Management**
- Ticket creation user experience
- Ticket response user experience
- Workflow
- Response Automation
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer and Contacts Database
- Workflow Management
- Knowledge Base Management
- Ticket Management
- Call Center Management
- Queue Management
- Inbox Management
- Support Ticket Management
- Email Management

**Channels**
- Multi-Channel Coverage
- Open Listening
- Physical Media

**Usability**
- All-Employee Access
- Supporting Documents
- Two-Way Communication
- Multi-Channel Communication

**Productivity Tools**
- Notes
- Internal Discussion
- Assignments and Tasks
- Workflows
- Templates
- Integrations
- Tagging System

**Conversational Platform**
- Personalization
- Omnichannel
- Contextual Engagement
- Proactive Engagement

**Generative AI**
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Player Support Channels - Player Support Platforms**
- In-Game Support
- Multi-Channel Access
- Self-Service Help Center

**Self-Service Experience**
- Knowledge Base
- Searchable Articles
- Community Forums
- Mobile Optimization
- Personalization

**Communication**
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
- Co-Browsing
- Real-Time Notifications
- Real-time Consumer-facing Chat

**Process**
- Mentions
- Tickets
- Macros

**Design**
- Communications Strategy Development
- Create Content
- Personalization
- Inbound Identification
- Regulatory Compliance
- Batch Communications
- Multi-Channel Communication
- On-Demand Communications
- Interactive Content

**Reporting**
- Priority Case Alerts
- Trend Analysis
- Performance Monitoring
- Social Media Monitoring

**Analytics**
- Trends
- Performance Tracking
- Email Tracking

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Support Operations - Player Support Platforms**
- Automated Resolution
- Player Context
- Case Management

**Self-Service Platform**
- Branding
- Automation
- Artificial Intelligence
- Integrations

** Internal Use**
- Customization 
- Conversation Archiving
- Lead Development
- Knowledge Base
- Team Inbox 
- Customer Profiles

**Channels**
- Email
- Social
- Live Chat
- Phone
- Text

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Customer Query Resolution - AI Customer Support Agents**
- Automated Ticket Resolution
- Contextual Response Generation
- Sentiment Analysis
- Knowledge Base Utilization
- Multilingual Support

**Agentic AI - Help Desk**
- Autonomous Task Execution
- Natural Language Interaction
- Proactive Assistance

**Agentic AI - AI Agents**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Agentic AI - Shared Inbox**
- Autonomous Task Execution
- Decision Making

**Additional Functionality**
- Real-Time Analytics
- Email Management
- API
- Single Sign On
- Search/Filter
- Collaboration Tools
- Third-Party Integrations
- Activity Dashboard
- Canned Responses
- Surveys & Feedback
- Reporting/Analytics
- Transfers/Routing
- Geotargeting
- Interaction Tracking
- CRM
- Transcripts/Chat History
- Document Storage
- Screen Sharing
- Contact Management
- Autoresponders
- Multi-Channel Communication
- Mobile Access
- AI Copilot
- Offline Form
- Real-Time Monitoring
- Support Ticket Management
- File Sharing

**Additional Functionality**
- Social Media Integration
- Survey/Poll Management
- Live Chat
- Real-Time Reporting
- Support Ticket Tracking
- Knowledge Base Management
- Customer Complaint Tracking
- Real-Time Notifications
- Case Management
- API
- Collaboration Tools
- Customizable Templates
- AI Copilot
- Data Import/Export
- Interaction Tracking
- Service Level Agreement (SLA) Management
- Audit Trail
- Issue Management
- Real-Time Updates
- Corrective and Preventive Actions (CAPA)
- Access Controls/Permissions
- Self Service Portal
- Multi-Channel Management
- Third-Party Integrations
- Canned Responses
- Email Management
- Customizable Forms
- Surveys & Feedback
- Activity Dashboard
- Prioritization
- Routing
- Support Ticket Management
- Widgets
- Chat/Messaging
- Alerts/Escalation
- Activity Tracking
- SSL Security
- Workflow Management
- Quality Assurance
- Feedback Management
- Issue Tracking
- Customizable Branding
- Tagging
- Customer Service Analytics
- Assignment Management
- Email Templates
- Customizable Reports
- Reporting/Analytics
- Reporting & Statistics
- Forms Management

**Additional Functionality**
- Chat/Messaging
- Customer Database
- Customizable Branding
- Call Recording
- Autoresponders
- IVR
- Email Management
- Template Management
- SMS Messaging
- Surveys & Feedback
- Content Management
- Knowledge Base Management
- Compliance Management
- Multi-Language
- Interaction Tracking
- Third-Party Integrations
- Social Media Integration
- Workflow Management
- Customer History
- Activity Dashboard
- AI Copilot
- Video Support
- CRM
- Inbox Management
- API
- Alerts/Notifications
- Feedback Management
- Reporting & Statistics
- Collaboration Tools
- Activity Tracking

**Insight**
- Surveys
- Reporting
- Visitor Activity
- Help Desk

**Customer Interaction Automation - AI Customer Support Agents**
- Proactive Customer Outreach
- Feedback Collection
- Escalation Handling
- Workflow Optimization

**Agentic AI - Customer Self-Service**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Communication Channels**
- Customer Portal
- Email to Case
- Chat/Live Support
- Social Integration
- Voice
- Video Chat

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Third-Party Integrations
- Reporting
- Activity Dashboard
- Mobile Access

**Automation**
- Customer Interaction Automation
- Feedback Collection
- Document Processing

**Autonomy**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Additional Functionality**
- Automated Routing
- Chatbot
- Reporting & Statistics
- Autoresponders
- AI Copilot
- Real-Time Monitoring
- CRM
- Gamification
- Conversation Intelligence
- Customizable Fields
- Surveys & Feedback
- Key Performance Indicators
- Collaboration Tools
- Multi-Channel Communication
- Voice Recognition
- Live Chat
- Task Automation
- IVR
- Language Detection
- Multiple Data Sources
- Predictive Analytics
- API
- Alerts/Escalation
- Data Security
- Interaction Tracking
- Prioritization
- Secure Data Storage
- Macros/Templated Responses
- Performance Metrics
- Single Sign On
- Mobile App
- Reporting/Analytics
- Access Controls/Permissions
- Email Templates
- Real-Time Notifications
- Automated Responses
- Data Import/Export
- Personalization
- Workflow Automation

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