--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3751 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: 3751 scale: '5' date_modified: '2026-07-05' 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:** 3,751 ## About Freshdesk Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact - it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents. ## Freshdesk Pros & Cons **What users like:** - Users appreciate the **ease of use** of Freshdesk, allowing quick adaptation and efficient management of tickets. (352 reviews) - Users appreciate the **ease of use** of Freshdesk, allowing for quick ticket management and smooth implementation. (237 reviews) - Users appreciate the **automation features** of Freshdesk, enhancing efficiency and significantly reducing manual workload. (179 reviews) - Users appreciate the **effective ticket organization** in Freshdesk, enabling better tracking and timely responses. (170 reviews) - Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (163 reviews) - Case Management (131 reviews) - User Interface (125 reviews) - Time-saving (122 reviews) - Users value the **easy setup** of Freshdesk, praising its intuitive design and fast ticket handling capabilities. (120 reviews) - Users praise the **efficiency** of Freshdesk, highlighting its ease of use and effective organization for managing tickets. (111 reviews) **What users dislike:** - Users report frequent **ticketing issues** such as duplicate tickets and slow loading times during high volume periods. (93 reviews) - Users experience **duplicate ticket creation** and slow loading during high volume, impacting resolution times negatively. (93 reviews) - Users find **advanced features limited** to higher pricing plans, which can restrict smaller team's capabilities and customization options. (83 reviews) - Users find **limited customization** options in Freshdesk, restricting flexibility and complicating ticket management for smaller teams. (80 reviews) - Users experience **slow loading times** with Freshdesk, especially during high ticket volumes, affecting resolution efficiency. (80 reviews) - Users note the **lack of live chat features** , suggesting it would enhance Freshdesk's overall functionality. (69 reviews) - Poor Reporting (69 reviews) - Users find Freshdesk's **limited features** expensive, especially for educational institutions needing better customization and integrations. (62 reviews) - Slow Performance (62 reviews) - Slow Speed (61 reviews) ## Freshdesk Reviews ### 1. Efficient customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Alexander R. | Gerente de Gestión de la Calidad, Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2026 **What do you like best about Freshdesk?** ease of use and quick learning for new users **What do you dislike about Freshdesk?** the closure of the modification of your reports **What problems is Freshdesk solving and how is that benefiting you?** customer service ### 2. Professional-Grade Support Made Simple and Efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Jishan P. | Senior Associate Auditor, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2025 **What do you like best about Freshdesk?** Freshdesk stands out for delivering professional-grade support tools without being complex or overwhelming like User Friendly Interface, Automation & Workflows, Good reporting and analytics. **What do you dislike about Freshdesk?** Freshdesk is strong for standard customer support needs, but it may feel less flexible or more expensive when advanced, highly customized support operations are required like advance features are costly & performance issues at some time **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves the problem of managing customer support in a structured, efficient, and scalable way, especially when requests come from multiple channels. ### 3. Intuitive, User-Friendly UI with Plenty of Features **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2026 **What do you like best about Freshdesk?** The overall UI is very intuitive and friendly to use with enought features. **What do you dislike about Freshdesk?** Only downside I can think of is Freshdesk lacking behind of mature AI features **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is our ticketing tool for all the customers on the platform. It solves the decentralisation of issues and queries and packs it at one place to structure, automate and handle. ### 4. All-in-One Helpdesk for Seamless Support **Rating:** 5.0/5.0 stars **Reviewed by:** Anass S. | Customer service associate, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshdesk?** It provides a clear summary of the pending tasks and their respective owners. The performance has significantly improved in terms of speed. Additionally, it sends email notifications whenever a ticket is pending or a new one is assigned. **What do you dislike about Freshdesk?** The mobile app experience on Freshdesk could use some improvement. I tried using it on my Android device, but it felt less efficient and smooth compared to the desktop version. **What problems is Freshdesk solving and how is that benefiting you?** We have a well-known application Purplle which is India's number 1 beauty destination. Freshdesk helps us to help our customers who reach out to us Via Live chat or mail. it also helps us to save the call conversation that we initiate through Ameyo. ### 5. Efficient Customer Support with Automation, SLA Tracking & Multi-Channel Coverage **Rating:** 5.0/5.0 stars **Reviewed by:** saleem s. | Customer support excutive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2026 **What do you like best about Freshdesk?** It enables efficient handling of customer queries through automation, SLA tracking, and multi-channel support, which helps maintain timely and consistent customer service. **What do you dislike about Freshdesk?** There is Nothing to dislike everything is perfect! **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves the challenge of managing customer support requests efficiently across multiple channels. It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support. ### 6. One of the simple IT ticket management solution **Rating:** 4.5/5.0 stars **Reviewed by:** Ajinkya J. | Sr. Infrastructre Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 05, 2025 **What do you like best about Freshdesk?** Freshdesk allows us to simply create the agents which will respond to the tickets. The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side. There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily. This ticketing tool can be used on Daily basis for all the ticket / issues management. **What do you dislike about Freshdesk?** Nothing that I dislike about freshdesk service. **What problems is Freshdesk solving and how is that benefiting you?** Managing tickets got much simpler for us due to this tool, while keeping track of tickets, history etc. details ### 7. Freshdesk the way forward for CS **Rating:** 4.0/5.0 stars **Reviewed by:** Umesh R. | Assistant manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2025 **What do you like best about Freshdesk?** 01. All Automations 02. Knowledge base 03. Execute Scenarios 04. Custom objects & fields **What do you dislike about Freshdesk?** 01.AHT is only calculative of time spend on a ticket details page. 02. In Time trigger automations Adding a note or addition of Webhook is not available. 03. no search option available in scenario automations. **What problems is Freshdesk solving and how is that benefiting you?** 01.Freshdesk has helped us in lot many ways in terms of handling the high and unexpected inflows. 02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay. 03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention. ### 8. Seamless Problem Solutions with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Austin L. | Customer Experience Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshdesk?** The AI features are somewhat useful, but I've only used them in free trials. For the most part, I don't think they're worth paying for at the level of business that we are doing, but could make more sense for brands that are handling larger numbers of tickets. **What do you dislike about Freshdesk?** The reporting is still the same, and kind of clunky to move around in. Otherwise, I've got nothing to complain about! **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk allows us to receive and respond to almost all of our guest feedback in one place. And even the channels we can't get into it automaticallly, can be manually added becasue ticket creation is straight forward. ### 9. Effortless Ticketing and Seamless Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Freshdesk?** simplest of ticketing solution for all customer and internal communication, moreover data download makes the MIS easy, various integration such as WhatsApp, Social Media, and alert system makes the work of the user simple **What do you dislike about Freshdesk?** have been using the tool well over 2 years only challenge that I have faced is merging tickets for internal communication and changing email ID **What problems is Freshdesk solving and how is that benefiting you?** The platform helps with customer interaction, monitoring workflow, tracking pending tasks, managing complaints, and overseeing daily operations. ### 10. It really helps to keep track of my tasks and support tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** manoj k. | Technical support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Freshdesk?** The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time. **What do you dislike about Freshdesk?** Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers. ### 11. Intuitive, Stable, and Easy to Set Up **Rating:** 4.5/5.0 stars **Reviewed by:** Enric P. **Reviewed Date:** February 03, 2026 **What do you like best about Freshdesk?** I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy. **What do you dislike about Freshdesk?** reports with a slight delay in data loading **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability. ### 12. Freshdesk - Our always available multi-channel manager **Rating:** 5.0/5.0 stars **Reviewed by:** Justin B. | Director & Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** April 29, 2025 **What do you like best about Freshdesk?** Over the past few years, using Freshdesk has allowed us to manage our emails and social media chats in once place. We are able to tag and manage all our crticials communications and add automation tools when we experience spikes. The Freshdesk ecosystem is great, and we also make use of Freshchat that blends seamlessly with our ecosystem of applications. If you require support with anything you can drop their support team an email and they usually respond within a few hours with some troubleshooting and the option to send them screenshots/video clips so that they can better resolve your issue. **What do you dislike about Freshdesk?** Currently no dislikes of Freshdesk, once you use it, you'll realise what an amazing benefit it is. **What problems is Freshdesk solving and how is that benefiting you?** The ability to bring support and communication management into the Freshworks ecosystem with Freshdesk and Freshchat that covers multiple channels and allows our entire team to work on every single day. ### 13. One step for you tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Mouzim K. | Associate, Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Freshdesk?** tracking every details captured by any one in the organization all the history will be available **What do you dislike about Freshdesk?** sometimes i feel its very time consuming **What problems is Freshdesk solving and how is that benefiting you?** we can easily track the tickets recording and helpful for any query of the call ### 14. Streamlined ticketing and support with a few quirks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2025 **What do you like best about Freshdesk?** As part of Ultrahuman's customer support team, Freshdesk has become our central hub for all client interactions. The interface is intuitive and easy to train new team members on, and the ticketing workflow keeps everything organized across email, chat, and social media. Automated responses and workflow rules help us triage urgent issues quickly, and the knowledge base makes it simple to share guides with customers. We also appreciate the integration with Slack and our CRM, so we can collaborate across departments seamlessly. **What do you dislike about Freshdesk?** While overall it's a great tool, there are a few areas where Freshdesk could improve. The reporting dashboard isn't as flexible as we'd like — customizing reports requires some trial and error, and exporting data can be time-consuming. Occasionally, we've noticed the interface lag when handling a large number of tickets or switching between views. The mobile app is handy but lacks some functionality we rely on in the desktop version. Some advanced features are locked behind higher-tier plans, which can be limiting for smaller teams. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk consolidates all of our customer inquiries into one place, which helps us manage the volume of tickets effectively. Before Freshdesk, our support conversations were scattered across email and chat, leading to missed follow-ups. By using Freshdesk, our team has a clear workflow, ensuring nothing slips through the cracks. The platform’s automation and collaboration tools allow us to assign, prioritize and resolve issues faster, which improves response times and customer satisfaction. Having a single source of truth also gives us greater visibility into recurring issues, enabling us to make data-driven improvements to our product and support processes. ### 15. Freshdesk Ticketing Was the Right Choice. **Rating:** 4.5/5.0 stars **Reviewed by:** Jarell T. | Senior Network Engnieer, Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2025 **What do you like best about Freshdesk?** What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues. **What do you dislike about Freshdesk?** What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support. ### 16. Accessibility, agility, and total control of customer requests in a single dashboard. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2026 **What do you like best about Freshdesk?** Ease, availability, cost, and tools **What do you dislike about Freshdesk?** Reports in agile culture mode. Easier integrations with other tools, without the need for a developer. **What problems is Freshdesk solving and how is that benefiting you?** Customer service whenever I have new requests I can handle them quickly and return to the customer with pre-defined steps. ### 17. Senior Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 14, 2024 **What do you like best about Freshdesk?** Helps with automaton and tracking of everything customer support aspect. Also, Freshdesk support is pretty prompt and helpful **What do you dislike about Freshdesk?** Customisation of reports ealier however that has fixed to a certain extent. Certain flexibility is still not present **What problems is Freshdesk solving and how is that benefiting you?** Putting everthing related to customer support in one place ### 18. Easy way to get support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2025 **What do you like best about Freshdesk?** It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests. **What do you dislike about Freshdesk?** Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests. ### 19. Helpful Tool but Room for Improvement with Usability and Workflow Logic **Rating:** 1.0/5.0 stars **Reviewed by:** Tonya S. | Customer Service Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Freshdesk?** Freshdesk offers helpful automation tools, like auto-responses and AI-assisted replies, which have saved our team time and improved response consistency. It's also convenient to have all customer communication and support history centralized in one place for easy reference. **What do you dislike about Freshdesk?** While setting up rules was initially easy, we later discovered that the logic didn’t meet our specific needs, and we had to manually fix over 300 rules. Navigating the platform is also difficult, especially with multiple departments (like accounting and customer service) using the system. This overlap makes it hard to keep workflows streamlined and user-specific. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps streamline communication by centralizing all customer interactions in one platform, making it easier to manage and track support tickets. One of the most helpful features is the ability to have internal thread conversations directly linked to each email or ticket. This allows our team to collaborate behind the scenes without needing to switch platforms or lose context, which has improved our internal response time and reduced miscommunication. The AI-powered suggestions and auto-responses have also helped us respond more efficiently, especially during high-volume periods. ### 20. Frehdesk experience **Rating:** 5.0/5.0 stars **Reviewed by:** Brajesh K. | customer support team lead, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Freshdesk?** This CRM tool is very user friendly and easy to use. keeps the data in very structured manner. implementation is ease which is really helpful. it provide proper access to support the customer . We user on daily basis because other software integration is easy with Freshdesk. **What do you dislike about Freshdesk?** Sometimes we need to get the older data which gets removed from portal and we have to get it from cloud. **What problems is Freshdesk solving and how is that benefiting you?** We had very unstructured way to manage the customers query and data now it is very easy to maintain the customers data on day to basis. ### 21. Modern Alternative to Zendesk for Software Support **Rating:** 4.5/5.0 stars **Reviewed by:** Pavel M. | Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2025 **What do you like best about Freshdesk?** This is a more modern alternative to Zendesk for software support and help centers. **What do you dislike about Freshdesk?** Integration pool is on a more limited side compared to Zendesk and Intercom **What problems is Freshdesk solving and how is that benefiting you?** Organizing customer support and knowledge center for mobile products ### 22. Easy-to-Use Interface, Solid Overall Experience. **Rating:** 3.5/5.0 stars **Reviewed by:** Vimal K. | Senior CSE, Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2026 **What do you like best about Freshdesk?** easy-to-use, fast interface, can be used for a small company. **What do you dislike about Freshdesk?** UI needs improvement, according to the modern time. Also, need more work on AI **What problems is Freshdesk solving and how is that benefiting you?** Nice tool for a small company to communicate with the clients ### 23. Best Support Company I’ve Worked With **Rating:** 5.0/5.0 stars **Reviewed by:** Daniela C. | Contractor, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about Freshdesk?** The best support company I have worked with, easy for use and implement, integrated with other applications. **What do you dislike about Freshdesk?** At the moment, I haven’t found any features that I don’t like. **What problems is Freshdesk solving and how is that benefiting you?** It’s an integrated assistant that helps me organize all my PR and Help Desk activities. ### 24. Good features, easy to use and fast to setup **Rating:** 4.5/5.0 stars **Reviewed by:** Lucas F. | Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Freshdesk?** Easy to use and to configure, very fast to setup. **What do you dislike about Freshdesk?** No native option to configure fields per groups. **What problems is Freshdesk solving and how is that benefiting you?** Centralizing emails and having efficient support. ### 25. I’ve had a terrible experience **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Freshdesk?** They offered a forum feature for both internal team collaboration and customer use. **What do you dislike about Freshdesk?** I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.” Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up. The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money. **What problems is Freshdesk solving and how is that benefiting you?** They offered a forum feature for both internal team collaboration and customer engagement. ### 26. Freshdesk Review ~1 year of use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** June 18, 2025 **What do you like best about Freshdesk?** Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of. Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time. **What do you dislike about Freshdesk?** The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area. **What problems is Freshdesk solving and how is that benefiting you?** Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/ ### 27. Great Integration and Omnichannel Support, but Needs Better Performance and Customizable Reports **Rating:** 4.0/5.0 stars **Reviewed by:** Karthikeyan D. | Life cycle Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Freshdesk?** Easy integration, has multiple market place apps to have. Has a omni channel support eco system. **What do you dislike about Freshdesk?** I feel few times it keeps on loading and reports explorer needs to be given for the garden plan with the customizable option **What problems is Freshdesk solving and how is that benefiting you?** Managing customer queries in a single tool helps us keep track of our SLAs. ### 28. fast and effiecient **Rating:** 5.0/5.0 stars **Reviewed by:** Arbaz K. | subject matter expert, Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2024 **What do you like best about Freshdesk?** Freddy AI now tracks reduced response/resolution times and improved CSAT scores,- Agents receive ticket updates across web and mobile platforms, ensuring no ticket goes unnoticed **What do you dislike about Freshdesk?** The system’s capabilities for managing inbound calls are considered basic and could be more robust. Users want more flexibility in generating and scheduling reports based on agents, ticket types, or response times Limited visibility into subscriptions, invoices, and support history, Some users find the interface too plain and would appreciate more visual customization options to improve user experience. **What problems is Freshdesk solving and how is that benefiting you?** fast email service, easy communication with customer ### 29. Smooth, Easy Tool That Keeps BAU Running Without Issues **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2026 **What do you like best about Freshdesk?** works smoothly and easily, for BAU process works without issue. **What do you dislike about Freshdesk?** export from Salesforce took months and months to do. **What problems is Freshdesk solving and how is that benefiting you?** Easy to reply to customers with speed. ### 30. Easy to Use with Great Predefined Reports and Well-Packaged Functionality **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Freshdesk?** Easy to use with good predefined reports. Simple of access. A lot of functionality well packages **What do you dislike about Freshdesk?** The rigidity of the SLA engine and the fact not to filter the thread of emails **What problems is Freshdesk solving and how is that benefiting you?** Portal and SLA management ### 31. Its good for small to medium sized enterprises. **Rating:** 3.0/5.0 stars **Reviewed by:** Ayush K. | Programmer Analyst Trainee, Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Freshdesk?** All model functionalities like those of the advanced ticketing tools like "service now" is available in fresh desk. **What do you dislike about Freshdesk?** I don't know if it just happens with me but it is laggy sometimes. When the ticket count is high and workload is heavy this causes very much frustration. **What problems is Freshdesk solving and how is that benefiting you?** Same lining business processes, improving response time, Freshdesk integrates support channels like email, chat, social media, and phone calls into a single platform, preventing customer queries from getting lost in different systems abd this omni channel experience makes the workload easier ### 32. Simple Interface, Powerful Features, and Easy to Learn **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2026 **What do you like best about Freshdesk?** Simple interface but powerful features. Very easy to use, learning curve is short **What do you dislike about Freshdesk?** Reporting exports are not useful and confusing **What problems is Freshdesk solving and how is that benefiting you?** Centralized management of support tickets. Benefits and rewards us in time saved. ### 33. Good tool for efficient customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Freshdesk?** Never faced any downtimes Ample customisation options Easy to use **What do you dislike about Freshdesk?** The Freshdesk APIs could be more extensive **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us gather valuable insights from our customer about our products, processes and documentation. ### 34. Freshdesk works good . **Rating:** 5.0/5.0 stars **Reviewed by:** Falguni D. | Emergency Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Freshdesk?** We can add all our notes in Freshdesk for our own reference, and no one else will be able to edit them. **What do you dislike about Freshdesk?** There is nothing bad about it; I find it very helpful. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk brings together all communication channels into one unified system, allowing agents to manage everything without needing to switch between different tools. ### 35. Simple and powerful **Rating:** 4.5/5.0 stars **Reviewed by:** Benjamin R. | Technical Director, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2025 **What do you like best about Freshdesk?** Freshdesk is what I like about every service: it’s straightforward, easy to customize and yet simple to learn and use. It’s doesn’t need a complex training or a full team to manage a huge amount of tickets and templates. **What do you dislike about Freshdesk?** The introduction of AI is gadget so far and not very useful, let’s see in the future. **What problems is Freshdesk solving and how is that benefiting you?** Being able to get informations data from ticket submission and have automated responses by category ### 36. Excelent Customer Interaction Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Freshdesk is capable of offering a bundle of services in one package, ie. Email tickets, social media, chat, and you can also integrate it with your dialer and CRM. Freddy AI has proven highly effective in composing and drafting email responses, streamlining communication, and improving response quality. This actually reduces the manual work of agents. Apart from that, the analytics dashboard and report, very easy to understand the ticketing resolution process. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies. **What do you dislike about Freshdesk?** Prices are pretty high while opting the advanced services for smaller firms or businesses. Often have issues with the performance of Freshdesk. **What problems is Freshdesk solving and how is that benefiting you?** automation and auto response ### 37. Intuitive and Efficient Ticket Management with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Kevin S. | Client Success Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2024 **What do you like best about Freshdesk?** I appreciate Freshdesk's simple and approachable UI, which made the setup smooth and navigation easy. I find its ticket management capabilities beneficial for efficiently handling support requests and managing escalations, significantly saving time. I also commend the recent addition of the AI chatbot, Freddie AI, which summarizes tickets and assists in creating responses. **What do you dislike about Freshdesk?** I find the AI tool in Freshdesk, while commendable, to be lacking in precision. The summarization of tickets is not yet up to the mark, indicating room for improvement. However, I acknowledge that the Freshdesk team appears to be working on this issue, which is encouraging. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk to manage escalations and support requests efficiently, allowing me to prioritize tasks and reduce navigation time. The AI chatbot, Freddie AI, summarizes tickets and creates responses, enhancing my workflow while managing support requests. ### 38. Efficient Ticket Management, But UI/UX Needs Improvement **Rating:** 3.0/5.0 stars **Reviewed by:** Prajwal N. | Senior Executive Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2026 **What do you like best about Freshdesk?** Freshdesk is straightforward to use and highly efficient. It streamlines ticket management, accommodates various channels, and provides excellent automation and integration features. **What do you dislike about Freshdesk?** The user interface doesn't stand out as much as those of other tools. **What problems is Freshdesk solving and how is that benefiting you?** The user interface ### 39. Streamlined Email Ticketing That Keeps Everything in One Place **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Freshdesk?** It has a very different ticketing system that supports email, and I don’t need to check my emails separately. **What do you dislike about Freshdesk?** Every now and then, our emails get unassigned in Freshdesk, and we then have to raise a ticket to get it sorted. **What problems is Freshdesk solving and how is that benefiting you?** customer support team's TAT has reduced ### 40. User friendly with a lot of customisations for support folks **Rating:** 4.0/5.0 stars **Reviewed by:** Vishesh H. | Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** July 24, 2025 **What do you like best about Freshdesk?** The integrations between email, phone, chat, even different social medias and whatsapp is very seamless and convenient. Customer support is pretty good with Freshdesk. **What do you dislike about Freshdesk?** You require access to higher plans if you need to use some of the basic features, which is not very convenient. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us solve critical part of the business.All customer queries, issues, complaints are raised here. There are automation rules, tags, canned responses, etc that help in speeding the resolution time and a greater customer experience. ### 41. Eases of use and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Amr N. | Head of customer Care, Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2025 **What do you like best about Freshdesk?** I like how Freshdesk provides an easy-to-use interface with powerful automation, making it simple to manage customer inquiries efficiently in one place **What do you dislike about Freshdesk?** Sometimes the system can be a bit slow, and a few advanced customization options are limited. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us organize and track customer inquiries in one place, ensuring faster responses and better follow-up. This has improved our team’s efficiency and enhanced customer satisfaction. ### 42. Dependable Ticketing and Task Monitoring System **Rating:** 4.0/5.0 stars **Reviewed by:** CMA Hrushikesh S. | Solution Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Freshdesk?** Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on. **What do you dislike about Freshdesk?** Ingration with other platforms such as Google Workplace can be better **What problems is Freshdesk solving and how is that benefiting you?** Ticket queue monitoring ### 43. Structure equal effeciency **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel D. | System and Processes Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Freshdesk?** Easy, customizable and fun to work with! **What do you dislike about Freshdesk?** Nothing for now! I have been working with Freshdesk for about a year **What problems is Freshdesk solving and how is that benefiting you?** First, it allows me to better prioritize incoming requests from my internal clients — our floor employees. It also helps manage their expectations more effectively by providing visibility into the status of their requests. But most importantly, Freshdesk creates a real sense of control and ownership over the process, both for me and for the team. Our players feel heard, supported, and reassured that their needs are being taken care of. ### 44. Great range of tools, so easy to integrate and use. **Rating:** 5.0/5.0 stars **Reviewed by:** Ayushi S. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2025 **What do you like best about Freshdesk?** Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us. The automation features, such as ticket routing and canned responses have also been a great use-case for us. Additionally, the analytics and reporting tools provide valuable insights to optimize team performance. **What do you dislike about Freshdesk?** The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth. **What problems is Freshdesk solving and how is that benefiting you?** We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction. ### 45. Freshdesk makes Support works simple and scalable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Freshdesk?** It's user-friendly, which made onboarding our team a breeze. The automation features like ticket routing, canned responses, and SLAs help us save time and stay organized. We also love how it centralizes communication across email, chat, and phone — making support seamless. **What do you dislike about Freshdesk?** The mobile app feels limited compared to the desktop version, especially for admins. Some of the more advanced tools and reports are locked behind higher-tier plans, which adds cost as we scale. Initial setup for deeper automation also had a learning curve. **What problems is Freshdesk solving and how is that benefiting you?** It helps us manage high volumes of customer inquiries without losing track or missing deadlines. It centralizes support from multiple channels, so we don’t need to juggle between platforms. ### 46. Easy to use! **Rating:** 4.0/5.0 stars **Reviewed by:** Kari E. | HR Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2025 **What do you like best about Freshdesk?** The automations and the collaboration between our team members. **What do you dislike about Freshdesk?** Honestly, nothing comes to mind at this time. **What problems is Freshdesk solving and how is that benefiting you?** When our team members were out on vacation or sick, emails would pile up in their inboxes. Now, they are all sent to our Freshdesk account and other team members can answer questions while that person is out of the office. ### 47. Awful Experience. Bad Team. Bad Product. Overcharging. **Rating:** 0.0/5.0 stars **Reviewed by:** Adam P. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2025 **What do you like best about Freshdesk?** unfortunately, we never got the product working even with their help. I don’t see any upsides. **What do you dislike about Freshdesk?** Their support is pretty bad. We had a set of requirements going in and we’re executing against those requirements. Their support just tried to force us off the phone and could never really solve the basic functionality. We need in a support system.. for instance, showing a users own tickets. It was not easy to integrate, and all the documentation was different. There referenced various versions of their web SDK and then tried to send me different configurations and versions, and it never worked. I didn’t even get to trying to secure login, JWT. Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments. Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract. **What problems is Freshdesk solving and how is that benefiting you?** We needed a customer support tool that had basic features. ### 48. On-Time Emails and Fast Server Replies **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Freshdesk?** We have receiving ontime Mails and reply from the server end **What do you dislike about Freshdesk?** If you have a option to download the reports from Agent also for respectives it would be help for them to analyse the report **What problems is Freshdesk solving and how is that benefiting you?** We are receiving on time and most of the cases not able to connect with respective Resolver ### 49. Easy Ticket Submission, No Major Drawbacks **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2026 **What do you like best about Freshdesk?** Freshdesk is well-known for its straightforward setup process. Unlike many competitors that may need a dedicated consultant or take weeks to configure, Freshdesk allows you to start routing tickets in about an hour. **What do you dislike about Freshdesk?** I've been told that the pricing is higher compared to other solutions. **What problems is Freshdesk solving and how is that benefiting you?** By streamlining communication and automating everyday workflows, this solution tackles the operational challenges that often slow down a growing business. ### 50. Very good service **Rating:** 5.0/5.0 stars **Reviewed by:** Neha K. | Team lead, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2024 **What do you like best about Freshdesk?** It is great when tickets are automatically created and its ease to use and we can clearly get ticket in just one search **What do you dislike about Freshdesk?** Sometimes because of lots of tickets we are unable to find the actual tickets wont be able to find tickets after 90 days **What problems is Freshdesk solving and how is that benefiting you?** before we didnt have any track regarding any issue faced by our customers now we have everything maintined in forms of tickets ## 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=5&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-05+08%3A31%3A44+-0500&secure%5Bsession_id%5D=ccf7b057-1737-4552-86c3-1251927a32da&secure%5Btoken%5D=892d78e343e7d5f6f5f8c7fb15a3f74a27cf97a2877b826c8a589e7299f673ce&format=llm_user) ## Freshdesk Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Freshdesk Features **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 **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way 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** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance 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 **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** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **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 **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 **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Freshdesk Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,438 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,629 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,710 reviews)