--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3776 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: 3776 scale: '5' date_modified: '2026-09-30' 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:** 3,776 **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. Happy customers as our productivity and efficiency have significantly increased **Rating:** 5.0/5.0 stars **Reviewed by:** Alicia D. | Coördinator Customer Service, 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 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 07, 2024 **What do you like best about Freshdesk?** easy to use, knowledge base incorporated for easy searching on themes. Automations for recurrent mails. Creation of groups for tickets on subject, ideal for a company like ours with a vast assortment. **What do you dislike about Freshdesk?** Translate Buddy is not easy to use, could be better/faster. We use external translator now. **What problems is Freshdesk solving and how is that benefiting you?** Oversight, ticketing and labeling made easy. Measuring productivity and other analyses to improve our services towards customers. All necessary information gathered in one place = knowledge base ### 2. Easy to use service management software **Rating:** 5.0/5.0 stars **Reviewed by:** Donna A. | Database Administrator, Mid-Market (51-1000 emp.) **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:** December 17, 2024 **What do you like best about Freshdesk?** The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great. **What do you dislike about Freshdesk?** Not a great deal of choice in regard to font and layout options in the call logs. **What problems is Freshdesk solving and how is that benefiting you?** Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets. ### 3. Flexible scalable affordable CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Q. | Operations 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 LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful. **What do you dislike about Freshdesk?** There are some limits to applying rules under some circumstances but there are work arounds. I would like to be able to set a rule to alert the last agent that held ownership of a ticket for instance but there is no way to do this at the moment. **What problems is Freshdesk solving and how is that benefiting you?** We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency. ### 4. A great product and a must have **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and 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 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:** November 12, 2024 **What do you like best about Freshdesk?** Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and accomplish more due to user friendliness, the solution page and automation. **What do you dislike about Freshdesk?** It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend. **What problems is Freshdesk solving and how is that benefiting you?** Helpdesk solved the problem of people emailing us directly when needing support or using other means of communication. With FreshDesk it makes it a lot easier to prioritize work and staying organized. ### 5. How Freshdesk made my life easier **Rating:** 5.0/5.0 stars **Reviewed by:** Lizier J. | Freshworks Solution Engineer, 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:** April 04, 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 provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features. **What do you dislike about Freshdesk?** Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability **What problems is Freshdesk solving and how is that benefiting you?** With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level. ### 6. Freshwork Tool Rating and Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | 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 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:** November 20, 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?** It is a very user friendly tool and mostly used as a ticketing system in our line of business. **What do you dislike about Freshdesk?** Would love to have an additional visibility on reopen tickets to be shown as separate ticket with the parent ticket added in the child ticket. **What problems is Freshdesk solving and how is that benefiting you?** Easy way of communicating with the customers and having a shared inbox we can have more visibility over what is pending and what is being stuck for so long. ### 7. Easy to access **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial 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 Google using a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** December 02, 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?** Easy to handle the tickets and the Freshdesk was designed in simple and classy. **What do you dislike about Freshdesk?** Sometimes the Freshdesk will not work and there will be an issue with Freshdesk and shows the error something went wrong. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has helped us manage the inflow using automations, execute scenarios and ticket assignment logics. Automations in Freshdesk have helped us reduce the agent bandwidth by 20-25%. Reporting and analytics helped us gain and improve the metrics. ### 8. We can do so much ourselves **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas B. | VP Marketing, 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:** November 13, 2024 **What do you like best about Freshdesk?** There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is always at hand when needed. **What do you dislike about Freshdesk?** Some reports fail to retrieve correct data. **What problems is Freshdesk solving and how is that benefiting you?** All agents pick tickets from a common inbox and work on it. If an agent is not available, someone else can continue. That is new to us since we used simple email management before. ### 9. Very Good Dashboard for Ticketing and report managing. Superb for Queue Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Geetha D. | WFM - RTA, 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 **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?** Ease of use for reporting and monitoring. Good and timely Customer support. We regularly use this dashboard so very nice. It is ease for integration. **What do you dislike about Freshdesk?** A little complicated and takes a long time for ID Creation and Licence allocation. Bulk ID creation and Licence allocation features could be implemented. **What problems is Freshdesk solving and how is that benefiting you?** Ease of reporting and very easy for Queue monitoring. Accurate Report sharing is very good. ### 10. Freshdesk is super awesome ticketing, collaboration and automation system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | 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. **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:** October 25, 2024 **What do you like best about Freshdesk?** It helps me manage customer support and provides tools for ticketing, automation, collaboration, and reporting. It enables teams to streamline customer interactions across multiple channels, such as email, phone, chat, and social media, through a unified interface. **What do you dislike about Freshdesk?** Even though Freshdesk offers complex customization and flexible workflows, more complex integrations might be limited without access to its API or advanced features, which often require higher-tier plans. Setting up and configuring all features to work optimally, especially automation and workflows, can take time and may require some technical expertise. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk as a versatile platform for managing various aspects of our operations, including ticketing, customer support, and internal issue tracking. Its comprehensive features allow us to efficiently handle customer inquiries from multiple channels, ensuring timely responses and resolutions. Internally, Freshdesk serves as a streamlined system for tracking issues, collaborating across teams, and automating workflows to improve overall productivity. The centralized ticketing system helps us stay organized and maintain high-quality support, both for external customers and internal stakeholders. ### 11. Exceptional Support and Reliability **Rating:** 4.5/5.0 stars **Reviewed by:** Allan S. | Senior Talent Team Lead, 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 **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 22, 2025 **What do you like best about Freshdesk?** Whenever we've encountered an issue or had a question, Freshworks' support team has been quick to respond, often going above and beyond to ensure our needs are met. **What do you dislike about Freshdesk?** The integration and management of Freshworks' numerous products can sometimes be challenging. **What problems is Freshdesk solving and how is that benefiting you?** Consolidate multiple multilingual call centers across various time zones into one centralized platform. ### 12. love the ease of communication for our team **Rating:** 5.0/5.0 stars **Reviewed by:** meghan E. | Sr. Buyer, 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 19, 2024 **What do you like best about Freshdesk?** being able to have internal conversations linked to the ticket along with external communication. **What do you dislike about Freshdesk?** so far, I have no dislikes of freshdesk. everything has been positive. **What problems is Freshdesk solving and how is that benefiting you?** solving lack of communication and tracking. The ticket system has streamlined out communication in assisting customers. The data and tracking has helped us set goals and improve processes by helping us find focal points for improvement. ### 13. Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Danie W. | Team Lead, 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 **What do you like best about Freshdesk?** Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients. **What do you dislike about Freshdesk?** The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues. **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk for ticketing and managing customer inquiries. This enables us to prioritize, track and resolve tickets in a timely manner. ### 14. In the customer service teams resolve inquiries quickly and easily without any hassle. **Rating:** 5.0/5.0 stars **Reviewed by:** Indrajeet G. | Senior customer complaint management officer, 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:** November 19, 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?** We are feeling good to work with Freshdesk and manage our employee works. **What do you dislike about Freshdesk?** Nothing to say anything all are good as of now. **What problems is Freshdesk solving and how is that benefiting you?** It helps to track created ticket date and last conversation on the basis of that we can set our target how can we resolve customer query as soon as possible. ### 15. Fantastic Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | 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 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 **What do you like best about Freshdesk?** I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organization. Since implementation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extraordinary! No more losing emails in an inbox when someone takes vacation! **What do you dislike about Freshdesk?** The analytics at times can be hard to understand, I will occasionally see data for closed items despite having the filters set accordingly. **What problems is Freshdesk solving and how is that benefiting you?** FreshDesk solved our problem of losing emails in an inbox when someone took PTO. ### 16. Fantastic Ticketing Tool **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: 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 16, 2025 **What do you like best about Freshdesk?** Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents. **What do you dislike about Freshdesk?** The fixed properties, we cannot customise much. **What problems is Freshdesk solving and how is that benefiting you?** Through freshdesk we keep a track of all tickets coming through our app - it helps us to know the customer app journey. It also tells us the trend of issues customers are facing which we track monthly to understand the issues. ### 17. Freshdesk is for the future **Rating:** 5.0/5.0 stars **Reviewed by:** Cindy W. | Customer Care 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 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:** October 18, 2024 **What do you like best about Freshdesk?** The constant available help and ease of use. Freddy and his amazing capabilities. **What do you dislike about Freshdesk?** For more advanced use cases, you do need some coding knowledge BUT Freshworks is always there to help you **What problems is Freshdesk solving and how is that benefiting you?** We are a complicated business and we have built multiple portals for internal use, these required a lot of coding for specific use cases and Freshdesk has helped us get these rules and automations up and running especially when we had some problems. ### 18. Best Customer Support Software **Rating:** 4.0/5.0 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 Google One Tap 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:** December 16, 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?** Very user-friendly interface. Handles tickets from multiple platforms in one place. Saves time with workflows, auto-assignments, and responses. Affordable plans. Very good customer support. **What do you dislike about Freshdesk?** Lack of advanced features and certain features require additional payment and the mobile is less functional when compared to the web version. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helping us to organize all customer queries in one place. Provides FAQ section which helps the customers to solve their problem on their own. It shows really good reports to monitor how well my team is performing. ### 19. 5star Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Tousif T. | Quality 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 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:** August 21, 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?** Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull out agents who are lacking **What do you dislike about Freshdesk?** Ticketing system needs to be automated as the agent and ame manually checking the tickets which resembles the same so could have merge automatically into one so it will save time **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk captures the inputs added by the agents in the ticketing system which also benefiting us to track their daily performance and was easily able to identify if any error made by the agents ### 20. Freshdesk is very helpful and problem solving **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav Y. | senior executive, 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 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 18, 2024 **What do you like best about Freshdesk?** Freshdesk is very smooth to work with for day to day review of our customer support tickets and the feature is very easy to access **What do you dislike about Freshdesk?** There is not a single gap in fresh desk its all perfect **What problems is Freshdesk solving and how is that benefiting you?** It's very convenient to work on Freshdesk for the review of customer support tickets of our organization as a risk officer ### 21. Massively Improved our workflow **Rating:** 5.0/5.0 stars **Reviewed by:** tom h. | Sales Executive / 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 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:** 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?** It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails. **What do you dislike about Freshdesk?** refreshing a tab kills the call. Not fully thought out. **What problems is Freshdesk solving and how is that benefiting you?** All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package. We also now use some of the bots to minimise the number of repetetive queries we receive. ### 22. Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Volodymyr D. | Middle Service Platform Development 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 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:** October 18, 2024 **What do you like best about Freshdesk?** Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot **What do you dislike about Freshdesk?** Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations Long time to fix bugs, ineffective bug fixes that do not fix anything Lack of public roadmap Lack of cross-brand support (limited number of contact fields) **What problems is Freshdesk solving and how is that benefiting you?** Most operations teams/managers use the same environment to resolve customer requests Flexible analytics that enable DDD development ### 23. Solid omnichannel, sometimes limited, but better than the competition! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | 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 06, 2024 **What do you like best about Freshdesk?** We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed. **What do you dislike about Freshdesk?** Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances! **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp. ### 24. A few minor changes would make it great **Rating:** 4.0/5.0 stars **Reviewed by:** Mark H. | Executive Vice President and Co-Founder , 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: 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:** September 13, 2024 **What do you like best about Freshdesk?** Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication. **What do you dislike about Freshdesk?** Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets. **What problems is Freshdesk solving and how is that benefiting you?** Our Service departments support tickets ### 25. Plug & play at its best **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial 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 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:** November 04, 2024 **What do you like best about Freshdesk?** Was up & running in a couple of days. We use the ticketing, bot and freshchat. Over time, incorporating the APIs using the provided detailed documentation has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity. **What do you dislike about Freshdesk?** Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless. **What problems is Freshdesk solving and how is that benefiting you?** Reducing response time. Reducing resolution time Tracking customer flow issues by vintage and roadmapping for development to tech. Query deflection by bot has improved. Monitoring agent productivity. ### 26. Freshdesk the most helpful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ali D. | KYC Analyst, 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 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:** October 18, 2024 **What do you like best about Freshdesk?** It has a good interface that is so friendly for anyone to use. It is easy to navigate and is really helpful for our day-to-day tasks. Freshdesk makes our daily work easier because of its unique features. **What do you dislike about Freshdesk?** I don't have that much thing to dislike about Freshdesk. So far so good. **What problems is Freshdesk solving and how is that benefiting you?** Queueing makes it easier to check which ticket needs to prioritize. Answering emails is easier to do because of its friendly interface. ### 27. A quick easy platform to work through, better customer tracking. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | 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. **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:** June 26, 2025 **What do you like best about Freshdesk?** The canned response feature makes for faster response times. **What do you dislike about Freshdesk?** The tag features can slow down how things are saved. **What problems is Freshdesk solving and how is that benefiting you?** Customer live chats and emails. ### 28. A great budget solution for collaboration and workload orchestration. **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel H. | IT 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 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:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration. **What do you dislike about Freshdesk?** Freshdesk doesn't have an automatic ticket generating scheduler, unlike Freshservice. **What problems is Freshdesk solving and how is that benefiting you?** Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration. ### 29. How freechat works **Rating:** 4.0/5.0 stars **Reviewed by:** Thatyana Z. | Support Assistant, 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:** October 25, 2024 **What do you like best about Freshdesk?** Freechat is a good platform for communication as it makes it easier to organize customers who arrive for me to respond. **What do you dislike about Freshdesk?** There are some problems, even when updating the page and resetting consumption, it often notifies me that a message has arrived but it does not appear. **What problems is Freshdesk solving and how is that benefiting you?** Freechat is helping me create ready-made messages, making it easier to filter customers to direct them to where they will be served. ### 30. Good Entry-level Support system **Rating:** 4.0/5.0 stars **Reviewed by:** Kate V. | Sales and Support Operations Specialist, Small-Business (50 or fewer emp.) **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:** September 13, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company. **What do you dislike about Freshdesk?** It's a little difficult to integrate, and exporting data from the system is not great. **What problems is Freshdesk solving and how is that benefiting you?** It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too. ### 31. Full featured ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Laurence H. | Head of Business Applications, 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 LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 10, 2024 **What do you like best about Freshdesk?** Freshservice and Freshdesk are easy to configure, and the setup is easy to use and get you started very quickly with limited knowledge or help from Customer support. Over the years they have added many features that make Freshservice comparable to products such as ServiceNow **What do you dislike about Freshdesk?** I can't think of any dislikes; the company has matured considerably over the ten years I've used the product. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk allowed us to have one product for all our customer communications and replaced the three separate systems we used before for mail, phone, and chat. ### 32. Best tool for Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Abdul S. | Senior Support 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 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 16, 2025 **What do you like best about Freshdesk?** Easy to track tickets, SLA meet, KPI based on the Freshdesk tickets **What do you dislike about Freshdesk?** It's a bit slow when I add FreshDesk properties. **What problems is Freshdesk solving and how is that benefiting you?** Filling up the properties via AI ### 33. Product utilisation **Rating:** 5.0/5.0 stars **Reviewed by:** Syed Y. | Outsourcing 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 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:** 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?** You can increase the agent occupancy and utilisation and create multiple automations **What do you dislike about Freshdesk?** Nothing as such but updgradation on the version would help **What problems is Freshdesk solving and how is that benefiting you?** Reduction in the ageing of tickets ### 34. Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | 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 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:** October 23, 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 out of box reporting is great and has good standard reporting capabilities The ability to customise how you need and want the system to work for you **What do you dislike about Freshdesk?** Creating own reporting can be complex Can be difficult setting up chatbots if you do not have a techy background **What problems is Freshdesk solving and how is that benefiting you?** We can integrate all of our customer communication channels in one place ### 35. Using Freshdesk as KYC Analyst (Trust and Safety) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial 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 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:** October 18, 2024 **What do you like best about Freshdesk?** Freshdesk is very convenient to use especially when processing out tickets on an everyday basis. All the interfaces in this tool are very easy to understand and use, resulting in better KPIs for us. **What do you dislike about Freshdesk?** Everything is great for Freshdesk and for now, it doesn't need any improvement in terms of the overall interface and functions of the tool. **What problems is Freshdesk solving and how is that benefiting you?** We are using Freshdesk every day to resolve customer concerns through email. We need to address their concerns regarding the minimum requirement before we can provide the best resolution to their concern. We also clarify some unnecessary information through email to provide an accurate response. ### 36. Freshdesk Review from a Customer Service Manager perspective **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | 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 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:** November 06, 2024 **What do you like best about Freshdesk?** It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk **What do you dislike about Freshdesk?** We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up. **What problems is Freshdesk solving and how is that benefiting you?** Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics. ### 37. Easy UI management, Reduction in overall customer support cost by 30%. **Rating:** 5.0/5.0 stars **Reviewed by:** Nikunj B. | Product Associate, 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:** November 07, 2024 **What do you like best about Freshdesk?** Cost is worth it. Freshdesh integration with Freshchat and other tools. Automation is possible for various use cases. **What do you dislike about Freshdesk?** Slow at times and UI can be better. Delay in messages should be fixed asap. **What problems is Freshdesk solving and how is that benefiting you?** All in one customer platform. We are using it for conversation support in app and it has helped us in reducing company costs ### 38. Use Freshdesk with no tension **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 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 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:** December 22, 2024 **What do you like best about Freshdesk?** Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers. **What do you dislike about Freshdesk?** There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response ### 39. Excellent Tool for Streamlined Process **Rating:** 4.5/5.0 stars **Reviewed by:** Franz A. | KYC ANALYST, 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:** October 27, 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 keeps our support tickets organized, helps us respond faster, and saves time with automation while providing useful performance insights. **What do you dislike about Freshdesk?** At times, the interface is a bit slow with large ticket volumes, and some advanced features could use clearer guides **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps me manage KYC requests, prioritize urgent cases, and keep documents organized, making client communication faster and onboarding smoother. ### 40. Makes it easier to keep a track of productivity and easy to check real-time productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | 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 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 10, 2025 **What do you like best about Freshdesk?** All kind of actions taken in a particular ticket. It gives a clear picture to take further action **What do you dislike about Freshdesk?** Any change in ticket fields impact all the groups. It should be limited to a group where changes are required **What problems is Freshdesk solving and how is that benefiting you?** It is helpful in communicating to the customer through emails. Keeping a track of productivity and each action of the particular ticket ### 41. Overall experience is good though a few functionalities still needs improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and 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 LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 07, 2018 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?** Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations **What do you dislike about Freshdesk?** There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed **Recommendations to others considering Freshdesk:** User friendly tool that is handy for day to day usage specially in the B2C process **What problems is Freshdesk solving and how is that benefiting you?** We are able to exchange email communication relevant to the online travel support (back-end) process we cater to our customers and basis the queries our customers raise through email as a medium of exchange. ### 42. serves the purpose..... nothing special. same as zendesk but cheaper? **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | 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 LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** November 21, 2024 **What do you like best about Freshdesk?** it serves its purpose that is built for. there's a dashboard for analytics of tickets.... beyond that nothing.... **What do you dislike about Freshdesk?** customer support are not local and sometimes can be hard to understand their accent. we tried using freshsales and it doesnt integrate with freshdesk which defeats the whole point of using same suite of products. data doesnt transfer and it's practically useless **What problems is Freshdesk solving and how is that benefiting you?** Tracking if all the tickets are attended to..... ticketing management for all our customers to make sure they are tracked and attended to. ### 43. Freshdesk freshening up my workplace **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle L. | Senior Marketing Rep, 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 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 **What do you like best about Freshdesk?** The ticketing system is by far the best part! Keeps us all very organized! **What do you dislike about Freshdesk?** No dislikes that I can think of off the top of my head **What problems is Freshdesk solving and how is that benefiting you?** We used to be all over the place when tickets would come in but with freshdesks ticketing system we have resolved most all of those issues! ### 44. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and 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 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:** October 17, 2024 **What do you like best about Freshdesk?** Freshdesk is beginner and user-friendly, and it has great customization available depending on the plan you are in. Pretty much easy to navigate. The built-in Analytics is quite helpful for reporting and understanding trends. There are also free apps that can be installed within Freshdesk. **What do you dislike about Freshdesk?** Integrated Twilio SMS window and font size is too small, making it challenging and prone to error when typing. **What problems is Freshdesk solving and how is that benefiting you?** Customer service / communication management -- Freshdesk makes it easy to communicate to customers via multiple channels - email, call, SMS, chat. The flexibility it offers in terms of customization has been helpful specially in Analytics. ### 45. Easy to use, User Friendly and has a big impact on efficiency and productivity **Rating:** 4.5/5.0 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: 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 14, 2024 **What do you like best about Freshdesk?** Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests **What do you dislike about Freshdesk?** Repetitive prompt error. Exporting Data it includes the merged tickets and did not include the custom objects Too long to resolve the issue Maximum fields in ticket fields FSM App for field engineer limited and no measurement of SLA **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves several key problems in our customer support. It will benefit us to enhance the workload, saving time and helping us provide a better experience for our customers ### 46. Easy to Set Up and Start Supporting Your Company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 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 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 **What do you like best about Freshdesk?** It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, the support team has been very prompt in helping to get us to where we need to be. **What do you dislike about Freshdesk?** Reporting has not been as consistent as we have wanted. It sometimes takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information. **What problems is Freshdesk solving and how is that benefiting you?** Change Management and Helpdesk are our main uses for FreshDesk. ### 47. Freshdesk_Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial 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 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 14, 2025 **What do you like best about Freshdesk?** Product capabilities, Automations, execute scenarios, Reporting and analytics **What do you dislike about Freshdesk?** 01. In Time trigger automations we don't have webhook option or of adding a public note on tickets. **What problems is Freshdesk solving and how is that benefiting you?** Ticket auto-assignment made easy. Reporting made easy. Third-party app - Bulk light manager has helped in actioning tickets in bulk. Automations helped us in reducing agent bandwidth by 25%. ### 48. Great Ticketing Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | 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 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:** November 19, 2024 **What do you like best about Freshdesk?** The ability to group agents, automate redundant ticket tasks and customize ticket views **What do you dislike about Freshdesk?** when customers create tickets via email there is no way to configure the ticket details via email. We have tried having them put a priority within the subject but everything comes in as 'low' and none of the mandatory fields are filled out like they would be if the customer had created the ticket within the portal. **What problems is Freshdesk solving and how is that benefiting you?** We are using Freshdesk as an IT ticket support portal for our clients ### 49. Easy to use, annoying notifications **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 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 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 **What do you like best about Freshdesk?** simple, straightforward ticketing and Knowledgebase systems, automation rich features, granular accesses available **What do you dislike about Freshdesk?** Company spams your notifications section with 'Product Update' notifications which can never be fully removed, it's annoying to look at the top right thinking I have an important notification when it's just last months development update from the company and not valuable information. I would suggest this be removed from the product and then it would be a 10/10 **What problems is Freshdesk solving and how is that benefiting you?** integration between multiple products such as FreshDesk and FreshService, will add the phone feature soon to consolidate services ### 50. Works as an ATS **Rating:** 5.0/5.0 stars **Reviewed by:** Cristopher Adair U. | Talent Acquisition Coordinator, 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 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:** November 06, 2024 **What do you like best about Freshdesk?** We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc **What do you dislike about Freshdesk?** It's kind of hard to have reports, data analysis **What problems is Freshdesk solving and how is that benefiting you?** We can manage a lot applicants that daily receive and that's impact on our productivity ## 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=10&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-09-30+04%3A55%3A12+-0500&secure%5Bsession_id%5D=b6544f83-2f13-4dd2-ae87-931c609f4eda&secure%5Btoken%5D=da333baeea11d128953cd7f2a0d6fe64f704ce9bd456653348dc4b857cf66f31&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 ## Top Freshdesk Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,751 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,457 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,254 reviews)