--- title: Freshdesk Customer Success Reviews meta\_title: 'Freshdesk Customer Success Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 22 reviews by the users' company size, role or industry to find out how Freshdesk Customer Success works for a business like yours. aggregate\_rating: rating\_value: 4.5 review\_count: 22 scale: '5' date\_modified: '2026-08-07' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Freshdesk Customer Success Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Freshdesk Customer Success but has limited features. Are you part of the Freshdesk Customer Success team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! Freshdesk Customer Success is a Customer Success Management platform that helps B2B companies maximize customer value. * * * Seller [Freshworks](https://www.g2.com/sellers/freshworks) Discussions [Freshdesk Customer Success Community](https://www.g2.com/products/freshdesk-customer-success/discuss) Overview by Sunanda Jayanth Show More ## Top-Rated Alternatives [ ![HubSpot Service Hub](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "HubSpot Service Hub") HubSpot Service Hub 4.4/5(2,920) ](https://www.g2.com/products/hubspot-service-hub/reviews) [ ![Gainsight Customer Success](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Gainsight Customer Success") Gainsight Customer Success 4.5/5(1,754) ](https://www.g2.com/products/gainsight-customer-success/reviews) [ ![Planhat](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Planhat") Planhat 4.5/5(954) ](https://www.g2.com/products/planhat/reviews) [ View All Alternatives ](https://www.g2.com/products/freshdesk-customer-success/competitors/alternatives) ## User Insights Average based on 22 real user reviews. [Log in to unlock pricing and user insights](/login) ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 2/22/2024 "Helpful for Post Sales teams" 5/5 What do you like best about Freshdesk Customer Success? Fresh Desk helped the customer success team that I managed with their day to day work and their customer support was easy to use as well. We used this daily on our team. Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? I can't think of a negative- we had great support when we needed it and the team used the tool well. Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? Proactive customer flags for customers running hot and cold and helping the team identify accounts to reach out to practively. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![James R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "James R.") JR James R. Small-Business (50 or fewer emp.) 7/14/2023 "Single point interface to check tickets raised by users and to gauge resolution metrics" 5/5 What do you like best about Freshdesk Customer Success? Ticketing system, interface, resolution procedures, analytics and reports ,Data view ,Grouping and individual assignment of tickets makes the task easy and productive Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? Generic app layout and dashboard features could have been improved and added. Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? Response to emails which we received related to complaints queries and concerns, marketing related queries and business engagements, upfront customer retention pushouts etc Review collected by and hosted on G2.com. Show More 2/20/2024 Current UserValidated ReviewerSource: Organic Review from User Profile ![Naman N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Naman N.") NN Naman N. Associate Manager - Sales Enterprise (\> 1000 emp.) 11/22/2022 "The best software for customer success team" 4.5/5 What do you like best about Freshdesk Customer Success? The ease of raising ticket and automation of the entire process is something worth noticing, Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? There is nothing to dislike. It is one of the best in the industry Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? The entire ticketing raising system is so much easy. You can track tickets, solve tickets and do everything so easily. Review collected by and hosted on G2.com. Show More 11/26/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 5/12/2022 "An Intelligent tool for Customer Happiness" 3.5/5 What do you like best about Freshdesk Customer Success? • 1 stop shop for everything related to a customer account [pulse, health, updates, calls, goals, action items, etc.] • Dashboarding and Reporting capabilities are good. Can be customized according to specific requirements • Increased visibility into important metrics like upsells, cross-sells, churn, ARR, expansion forecasting, etc. • Email campaigns can even be sent from within FreshSuccess which is an awesome way to reply to tickets fast • Easy to use / good UI and UX Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? • Granularity into campaign metrics is missing • At times, the tool hangs due to multiple integrations across the tech stack • Automatic data capture of customers, at times, does not work correctly, especially in case of duplicates Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? • Better Visibility into the entire Customer Lifecycle Management • Take pro-active measures to reduce customer churn • Better identification and forecasting of expansion through cross-sells and upsells • Improve customer health metrics Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 11/15/2022 "very handy" 4.5/5 What do you like best about Freshdesk Customer Success? ability to track usage of the products one tool that gives you all the info for an account Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? certain features on the roadmap take more than the estimated eta Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? - Repository for CS folks - Usage traking - One view for all things for an account Review collected by and hosted on G2.com. Show More 11/22/2022 Validated ReviewerIncentivizedSource: G2 invite ![Narendra k.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Narendra k.") NK Narendra k. Senior Software Engineer Mid-Market (51-1000 emp.) 9/21/2022 "Best Ticketing tool and customer intracting tool." 5/5 What do you like best about Freshdesk Customer Success? Interface and user friendly. It is to understand even for newbie Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? So far, nothing. As of now I am liking all Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? They simplify the ticketing tools. They help with monitoring tools. Moreover, chat process plugins are awesome. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite AP Ashley P. Sales + Marketing Specialist Small-Business (50 or fewer emp.) 4/12/2022 "Freshdesk Customer Success" 5/5 What do you like best about Freshdesk Customer Success? One of my favorite things, from a business side, is the price. I think you get a lot of features for the pricing/month. I also like that there is a 'goals' page because it helps us grow as well as the client. Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? Right now, there isn't much that I dislike. There are more features that I have used thus far, so I just need to get in there and figure out/try out everything included in the monthly package! Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? It helps us stay organized. I don't have to have a million post-its laying around or an endless amount of notebooks with notes scribbled everywhere. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite BM Binita M. Marketing Research Small-Business (50 or fewer emp.) 5/11/2022 "Building customer Relationships and Management" 4/5 What do you like best about Freshdesk Customer Success? It's help me to study my customer day to day behaviour and can analyse for future productivity work. It's best for b2b business where can management customer strange relationship. Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? I don't have much experience with this tool but looking forward to develop there customer support service. Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? It's help Us to identify customer risk behaviour and analysis ther churn expresson and product adopt nature. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Logistics and Supply Chain](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Logistics and Supply Chain") CL Verified User in Logistics and Supply Chain Small-Business (50 or fewer emp.) 4/12/2022 "Great but not perfect" 3.5/5 What do you like best about Freshdesk Customer Success? Great user management with a friendly interface. Unfortunately, it lacked the automation features we were looking for. It may be the perfect fit for your team depending on your company size and reliance on automation. Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? Triggers and automations were lacking. Integrations were also lacking compared to Zendesk. Channel integrations in particular were poor and needed a lot of improvement. Review collected by and hosted on G2.com. Recommendations to others considering Freshdesk Customer Success: If you are a small to medium company looking for an easy CRM solution. Freshdesk can be great. Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? Managing users and groups within the organization was great, and a lot better than other CRM tools. Setting up macros was also easy and straightforward. Live chat was useful and easy to use. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") AC Verified User in Consumer Services Small-Business (50 or fewer emp.) 4/19/2022 "Need a better Support" 3/5 What do you like best about Freshdesk Customer Success? Omnichannel can have almost everything in one place Review collected by and hosted on G2.com. What do you dislike about Freshdesk Customer Success? Text and chat neet to open a new window to be handle Review collected by and hosted on G2.com. What problems is Freshdesk Customer Success solving and how is that benefiting you? Tickets, and follow-ups Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ## Questions about Freshdesk Customer Success? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Freshdesk Customer Success ](https://www.g2.com/products/freshdesk-customer-success/discussions/new) GU Guest User • Last activity over 3 years ago Is customer success same as customer support? 0 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/is-customer-success-same-as-customer-support) [ View all Discussions ](https://www.g2.com/products/freshdesk-customer-success/discuss) ##### Pricing Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more. [ View More Pricing Information ](https://www.g2.com/products/freshdesk-customer-success/pricing) ##### ##### Freshdesk Customer Success Features Customer Information Customer Health Scores Customer Monitoring Customer Profiles Predictions Churn Risk Platform Third-Party Integrations Data Import & Export Tools Workflow Capability [ View More Features ](https://www.g2.com/products/freshdesk-customer-success/features) ##### Categories on G2 [Customer Success](https://www.g2.com/categories/customer-success)[Proactive Customer Retention](https://www.g2.com/categories/proactive-customer-retention) ##### Explore More [Which business process management tools handle cross-departmental workflows well and keep data flowing between teams without manual handoffs?](https://www.g2.com/discussions/which-business-process-management-tools-handle-cross-departmental-workflows-well-and-keep-data-flowing-between-teams-without-manual-handoffs)[Writeup](https://www.g2.com/glossary/writeup-definition)[Which bot platforms let you automate customer support and lead qualification without any coding or developer involvement?](https://www.g2.com/discussions/which-bot-platforms-let-you-automate-customer-support-and-lead-qualification-without-any-coding-or-developer-involvement) [What location intelligence system integrates with retail analytics platforms?](https://www.g2.com/discussions/what-location-intelligence-system-integrates-with-retail-analytics-platforms)[Most reliable EOR software for a growing service business](https://www.g2.com/discussions/most-reliable-eor-software-for-a-growing-service-business)[Pros and Cons Details](https://www.g2.com/products/freshdesk-customer-success/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)