--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3762 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: 3762 scale: '5' date_modified: '2026-08-14' 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:** 3,762 ## 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** in Freshdesk, facilitating quick ticket management and seamless team adoption. (352 reviews) - Users appreciate the **ease of use** in Freshdesk, facilitating quick adoption and effective ticket management. (237 reviews) - Users appreciate the **automation features** of Freshdesk, significantly reducing workload and enhancing efficiency in customer support. (179 reviews) - Users benefit from the **high efficiency** of Freshdesk, making ticket management and team collaboration seamless and productive. (171 reviews) - Users appreciate the **effective ticket organization and tracking** in Freshdesk, enhancing work prioritization and collaboration. (170 reviews) - Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (163 reviews) - Case Management (131 reviews) - Simple (131 reviews) - User Interface (125 reviews) - Time-saving (122 reviews) **What users dislike:** - Users find the **missing asset management feature** in Freshdesk limiting compared to its sister product FreshService. (115 reviews) - Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. (93 reviews) - Users face **duplicate ticket creation** and slow performance during high volume, impacting resolution times and efficiency. (93 reviews) - Users find the **limited features** of Freshdesk can be overwhelming, particularly for new users seeking simplicity. (89 reviews) - Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. (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) - Poor Reporting (69 reviews) - Learning Curve (65 reviews) - Slow Performance (62 reviews) ## Freshdesk Reviews ### 1. A usable ticketing system trapped behind an inflexible contract **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** August 13, 2026 **What do you like best about Freshdesk?** Continued use has confirmed that centralized email handling and searchable ticket history remain useful for day-to-day support operations. Agents can review previous conversations and coordinate ticket ownership in one place. However, we have not identified any significant new benefits since the original review. **What do you dislike about Freshdesk?** Freshworks should make the commercial terms as clear as the product pricing. Before signature, sales representatives should provide a simple written comparison of all available options and clearly disclose the contract term, cancellation restrictions, seat-reduction limits, and the difference between monthly billing and a month-to-month subscription. When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk gives us one place to receive customer emails, assign tickets, preserve conversation history, and coordinate support work across agents. However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats. ### 2. Laggy & complex interface that is full of Bugs that never get fixed **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Freshdesk?** We switched to FresDesk as an alternative to FogBugz (for ticketing), and were pretty pleased initially. The cost seemed reasonable and it provided a lot of good functionality. We weren't too crazy about the interface, but overall it did the job and offered **What do you dislike about Freshdesk?** After using Freshdesk for 3+ years, we are all very displeased with it. Every single support agent using the system dislikes it. The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary. Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use. **What problems is Freshdesk solving and how is that benefiting you?** We are simply using it provide email support to our customers. ### 3. Promised Discount Revoked and Commitments Missed—Pricing Trust Issues **Rating:** 1.0/5.0 stars **Reviewed by:** Marketing T. | Marketing, Fund-Raising, Small-Business (50 or fewer emp.) **Reviewed Date:** February 04, 2026 **What do you like best about Freshdesk?** Good blend of features and relative simplicity **What do you dislike about Freshdesk?** We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments. Other issues: - the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content. - you can't have short and long versions of the same article accessible from Freshchat and Freshdesk - there has been separation of Freshdesk and Freshchat, but they seem to be fixing that. - poor anti-spam tools **What problems is Freshdesk solving and how is that benefiting you?** It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change. ### 4. The worst of the worst - do not go with Freshdesk omni they are incompetent and dont care! **Rating:** 0.0/5.0 stars **Reviewed by:** Sarah P. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** March 05, 2026 **What do you like best about Freshdesk?** There is nothing to like with Freshdesk. They are not competent and do not provide any customer service. Dangerously over sold and unable to deliver. **What do you dislike about Freshdesk?** Freshdesk is the worst of the worst, they dont back up your data, have no contingency plan for data centre failure and then leave us hanging for 4+ days without any communications for our business. The level of incompetency is unreal. The worst support, zero accountability and not to be trusted. DO NOT GO WITH THIS COMPANY. **What problems is Freshdesk solving and how is that benefiting you?** It is not solving problems it is creating them. ### 5. Simple Interface, But Serious Billing & Support Issues After 9 Years **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2025 **What do you like best about Freshdesk?** The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions. **What do you dislike about Freshdesk?** After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way. The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software. For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features. However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management. ### 6. Unreliable Email Processing Undermines Freshdesk's Value **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2025 **What do you like best about Freshdesk?** It's cheap, and you get what you pay for. **What do you dislike about Freshdesk?** The technology powering Freshdesk isn't robust and fails in catastrophic ways. Their system failed to process support emails for several days, and their support failed to acknowledge that "not receiving emails" was a critical issue. And look, we're a small business, so our account is probably not very important to them. But the one thing I expect them to be very good at is processing emails so that they show up in Freshdesk for our team to be able to respond to them. Instead, our customers were frustrated because it seemed like we were ignoring them. **What problems is Freshdesk solving and how is that benefiting you?** They give us a shared inbox so that our team can manage customer inquiries. ### 7. 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. ### 8. 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. ### 9. 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. ### 10. Super immature **Rating:** 0.0/5.0 stars **Reviewed by:** Daniel K. | Vice President of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2025 **What do you like best about Freshdesk?** I cant say that I like anything about it really **What do you dislike about Freshdesk?** API is bad Reporting is very bad Dashboarding doesn't work Ease of use doesn't exist Customization is very bad Integrations are the worst I've seen **What problems is Freshdesk solving and how is that benefiting you?** They are creating more problems ### 11. Disappointing Experience with Freshdesk Customer Support Software **Rating:** 0.0/5.0 stars **Reviewed by:** William O. | Co-Founder/CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Freshdesk?** This is the most basic helpdesk software and can do only the most basic things right. However for that price point, it should be doing much more than the basics. **What do you dislike about Freshdesk?** We recently had the opportunity to use Freshdesk for our company's customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus. The setup process was another area where Freshdesk fell short. It was supposed to be straightforward, but we encountered numerous issues, leading to delays in deployment. The customization options, which were a selling point for us, turned out to be quite limited and didn't allow us to tailor the experience as much as we needed. Customer service was another letdown. When we reached out for support, responses were slow, and on several occasions, the solutions provided did not resolve our issues. It felt as though their support team was not adequately trained on their own product. Moreover, the integration with other tools was problematic. Despite claims of seamless integration with a wide range of apps and services, we faced constant glitches and data synchronization issues that hampered our workflow. The pricing structure of Freshdesk also leaves much to be desired. While it appears competitive at first glance, the cost quickly adds up as you add essential features that are surprisingly considered add-ons. This felt misleading and contributed to our overall frustration with the product. In conclusion, our experience with Freshdesk was disappointing. The software did not meet our expectations in terms of usability, support, integration, and pricing. We've since moved on to another solution that better fits our needs. I hope this review helps others make a more informed decision. **What problems is Freshdesk solving and how is that benefiting you?** It was supposed to be a helpdesk for us. Frankly not working well at all. ### 12. Amazing product **Rating:** 0.0/5.0 stars **Reviewed by:** Rehaman R. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** Ease for implementation, Best solution for ticketing **What do you dislike about Freshdesk?** Lack of customer support, Everytime we need to wait **What problems is Freshdesk solving and how is that benefiting you?** Improved in agent productivity ### 13. Bait and Switch as we went to Renew our Freshworks software for three products **Rating:** 0.0/5.0 stars **Reviewed by:** Kevin J. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2023 **What do you like best about Freshdesk?** nothing, they have i ncreased pricing, downgraded features. **What do you dislike about Freshdesk?** Their business and billing practices. They promised an upgraded experience and 1 year later it never happened so we cancelled fresh chat, and then were promised the use of Freddy AI inssights under the Enterprose plan using Freshdeck. We renewed, they added 2 more users to our plan we caught and inquired. They responded with "Hi kevin, I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating??? **What problems is Freshdesk solving and how is that benefiting you?** nothing, we found alternatives to the features we used them for in other more sophisticated and less expensive apps that were not on the market 3-4 years ago. ### 14. Not recommended for small businesses **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2024 **What do you like best about Freshdesk?** Freshdesk has a modern UI and makes it easy to manage customer feedback. **What do you dislike about Freshdesk?** The system and their plans is optimized for mid- to large size businesses, with a lot of features for managing large teams of customer support agents. For smaller teams this means it can quickly get expensive and you'll be paying for a lot of things you don't use. It also seems like they are not prioritizing small teams. I had a bad experience with their customer support where it would often take up to 5 days for them to respond. They also promised us a certain price over the phone, only to backtrack and give me a much higher price in the follow-up email the next day. **What problems is Freshdesk solving and how is that benefiting you?** Managing emails from customers and tracking them as tickets. ### 15. Awful product, lackluster support **Rating:** 0.0/5.0 stars **Reviewed by:** Shawna F. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2024 **What do you like best about Freshdesk?** I like having one tool to encompass all of the channels. **What do you dislike about Freshdesk?** Support is nearly nonexistnet. We have consisten issues on a daily basis. Primarily with voice and chat but this is now bleeding over into FreshDesk. **What problems is Freshdesk solving and how is that benefiting you?** it is not, it is making our problems worse with dropped calls, chats and inability for periods of time to receive calls or respond to tickets. ### 16. Not Trustworthy! Took Down Our Freshdesk Account with No Warning to Upsell Us on "Fresh Service". **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2023 **What do you like best about Freshdesk?** We switched from Zendesk. We saved a few dollars, but it was absolutely not worth it. They left us without a help desk for over a week, and didn't even have the decency afterwards to let us know. Going with HelpScout now. **What do you dislike about Freshdesk?** Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer from their customer support, they said it was because we were using too many resources and that we should switch to their "FreshService" offering. Outrageous! They took down our account without warning or notice only to try to upsell us afterwards. You might save a few dollars with FreshDesk, but it's not worth the risk! **What problems is Freshdesk solving and how is that benefiting you?** Providing a centralized inbox and knowledge base ### 17. WORSE SERVICE EVER - ACCOUNT SUSPENDED WITHOUT NOTICE **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** January 15, 2024 **What do you like best about Freshdesk?** It has been extremely frustrating to working with Freshworks! No matter how many features a company has developed or how advanced its technology has offered, ignoring customers is fatal. It is the second time they suspended our account, and our service is down completely. No one would reply you after emails and emails, what you could do is wait, and wait What kind of IPO company would offer such a horrible service? **What do you dislike about Freshdesk?** The weakest link of Freshworks is their support, how they treat their customers. If anyone is up to it, you are welcome to sign up for their services, but my company is not one of them. **What problems is Freshdesk solving and how is that benefiting you?** onmi-channels ### 18. The worst customer experience one would never hope for **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Freshdesk?** Freshdesk comes with plenty of features, options and marketplace apps to customize your company's service desk. Alltogether is a very verstalie solution and probably capable of handle most of your company's needs. **What do you dislike about Freshdesk?** We wanted to move from an omni plan to stand-alone plan as we were not really using Freshcaller and Freshchat. The entire process took several months and included several people from Freshworks. We had to explain over and over again any of our business-critial requirements. In the end we had to cancel the process because of the delay. We did not have the impression that those responsible at Freshworks had coordinated sufficiently. **What problems is Freshdesk solving and how is that benefiting you?** Generel service desk tasks / service ticketing. ### 19. The worst experience ever **Rating:** 0.0/5.0 stars **Reviewed by:** Wafaa A. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Freshdesk?** Their product is very solid and convenient **What do you dislike about Freshdesk?** - Misalignment and miscommunication between their teams - Wrong info was given by their support - Lack of follow up from account managers **What problems is Freshdesk solving and how is that benefiting you?** Their product is solid and well-integrated with other tools ### 20. A bad product. Insanely slow. Does not evolve from tech **Rating:** 1.0/5.0 stars **Reviewed by:** Jitesh D. | Head of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2022 **What do you like best about Freshdesk?** We like our Account Manager Bhavani's support on each ticket we raise. **What do you dislike about Freshdesk?** Very very slow tool. Analytics are poor. The loading time of tickets is way too high. The interface and design of features are so poor that we can't use them for customers. Latency is a huge issue. **Recommendations to others considering Freshdesk:** Would not recommend to any businesses which needs a faster system to revent to users. **What problems is Freshdesk solving and how is that benefiting you?** We answer user queries with Freshdesk. We haven't seen much of the benifits so far ### 21. Buyer Beware **Rating:** 0.0/5.0 stars **Reviewed by:** Rutger H. | Lead Software Architect, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshdesk?** They offer a wide range of solutions, and it used to be at a reasonable price. **What do you dislike about Freshdesk?** At the beginning of 2021 Freshdesk decided to limit their SSO (Single Sign-On) functionality to their new system. All customers had to implement the new system before May 31. Although this might be inconvenient, it is part of keeping systems up to date. So we started to change to the new system at the beginning of May. And then, the horror started... We have various labels/brand identities with different SSO URLs. This used to be no problem in the old system, and everything worked fine back then. After trying to configure different SSO configurations for the various labels, this didn't seem possible. So I emailed their customer service. From the Freshdesk customer service on May 19, 2021: "... Also, it possible to create different SSO policies for different portals, and you would need to be on an Estate plan having an active portal to view the same options. You will have to enable this SSO only for a specific portal and create other custom policies for the other portals. ​I can see that you are currently with a Garden subscription, and I assume you are exploring the Estate plan for now. In order to test this, I would suggest you sign up for a new Estate account to test. ..." So to keep using the functionality as we had before Freshdesk expected us to upgrade to a more expensive plan at MORE THAN 2.5x times the monthly cost. After pointing this out, another employee responded: From the Freshdesk customer service on May 20th: "... However, this could not be implemented in your current plan as this available only from the Estate plan and onwards. ..." After mailing back and forward, they eventually could offer us a 15% "discount", which was NOT a discount for us, but a 76.4% increase for something we already had before (and did not ask to change). Some more time and mails later (meanwhile it was August 11, 2021) Freshdesk changed their plans, and they could offer their "Pro" plan (which was formerly known as their Estate plan) for a lower price. Keep in mind that this was still almost 2x as expensive as the account we had before, for a change we didn't requested. Since all our processes and service flow were designed around Freshdesk, we decided to pay the price (all this time, our customers couldn't log in to Freshdesk via SSO from our applications). But wait, it gets worse ... After our account was upgraded I tried to configure SSO for our different labels. I made several attemps but the option still didn't seem available, so I contacted Freshdes support once again. From the Freshdesk customer service on August 16, 2021: "Being able to set up portal-specific SSO login flows is yet to be realized in Freshdesk. We would not be able to set custom SSO login flows for multiple product portals. It's not yet supported for Multiple Products or Portals setup." From the Freshdesk customer service on August 18, 2021: "I had a word with the Product and Development teams regarding this. They told me that we have had quite a few similar requests and that there may be a chance to take it up as a feature request though we do not have a current timeline or roadmap for this." We requested to be downgraded to our original plan (at the moment of writing that request is still pending). So for now we are stuck with double the monly costs and our customers who can't use the SSO for over three months (and counting). Buyer Beware: Be carefull what you get yourselfs/company into. Freshdesk has the tendency to change their plans (and the services therein), the story above is already the second time it happended to us (whe had simmilar issues with Freshchat). Freshworks has proven to be an unreliable business partner, making changes which limit the featureset and forcing unwanted upgrades to more expesive plans based on false promises. After a few years your processes and applications will be integraded with your service desk application and a switch is not quickly done. Alough, when taken everything in consideration, it definely will be worth it and say Freshdesk goodby. **Recommendations to others considering Freshdesk:** Think twice **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk (in combination with Freshcaht) for customer contact and care. ### 22. UX of a product like this should be the utmost **Rating:** 1.0/5.0 stars **Reviewed by:** Aaron D. | CEO & Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2021 **What do you like best about Freshdesk?** Relatively easy to set up. I do like their support page solution. But was better before some of their recent developments. **What do you dislike about Freshdesk?** Not so long ago it was a really great product for us, then they changed the user experience of the platform which has lead to us repeatedly miscommunicating with clients. In the ticketing feature (the main feature you use) Freshdesk have hidden most of the conversation for 'faster loading' time, but has not considered the fact that people reading through the ticket will not see the whole picture before responding to the client. https://i.imgur.com/FF3W5Nh.png Yes, page speed is a consideration of UX, but so is... actual usability. **Recommendations to others considering Freshdesk:** Look around there will be other companies out there building similar tools who are more receptive to client feedback. One of their most recent changes is good for them, but not good for their users and with no capability to undo it. **What problems is Freshdesk solving and how is that benefiting you?** As an organisation, we were trying to provide a ticketing and support centre for our clients. ### 23. Half decent product, typical poor service of a large company **Rating:** 1.0/5.0 stars **Reviewed by:** Jack H. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 15, 2021 **What do you like best about Freshdesk?** Nice simple interface, which makes it quick and easy to answer support tickets. The app generally works quite well as well. **What do you dislike about Freshdesk?** Support is slow and unhelpful. I tried to change my billing currency, which I thought would be a reasonably simple task. It turns out I can't do it in the app, even though the support docs said I could. I contacted support, who were more interested in pointing me in the direction of self-service support docs than just doing it for me. After chasing them up with ten emails backward and forwards (which took a total of 37 days!), one document signed, one payment taken in the wrong currency, and having to re-enter my card details, they have finally changed my billing currency. All I got was an insincere "apologies for the inconvenience." I hope they improve with further interactions because I don't want to have to change provider. **What problems is Freshdesk solving and how is that benefiting you?** Just using it as a help desk ### 24. Cumbersome to use, Search functionality is poor **Rating:** 1.0/5.0 stars **Reviewed by:** Vernon S. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 27, 2020 **What do you like best about Freshdesk?** I like the way that FreshDesk, FreshCaller and Freschat integrated together. We were able to a number of other programs that consolidated our stack. **What do you dislike about Freshdesk?** The UI is very cumbersome to use when you have a lot of tickets coming through. We found that you have to refresh the page a lot to get updated tickets. The Search functionality isn't great at all. Search is a major feature for us and because this functionality was sub-par we decided to move away from FreshDesk. Customer support. We've been trying to cancel our account with FreshDesk for over 2 months now, they keep telling us it's canceled but we keep getting charged. The live chat support used to be available to us almost 24/5 but we believe they've cut back staff and the hours available now. **Recommendations to others considering Freshdesk:** I would recommend looking to other vendors. We went with Olark for chat, GrooveHQ for helpDesk and Google Voice for phone support. **What problems is Freshdesk solving and how is that benefiting you?** Customer support. ### 25. TERRIBLE Customer Service! DO NOT use this platform. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Freshdesk?** It is easy to sign up for a subscription. Lots of online tools to help get started. **What do you dislike about Freshdesk?** I signed up for a paid account back in August 2020. I added omni-channel to my account and less than a month into my paid account, I notified my sales rep that I needed to cancel the omni-channel feature because 1. I didn't know what it was 2. I have a very small team 3. I work in an educational setting. I really had no need for omni-channel. Initially, the sales rep was responsive and told me he could only prorate my credit, even though I had their paid account LESS THAN a month (started paid account on 08/07/2020. Notified sales rep on 08/26/2020). Eventually, he stopped responding altogether for periods at a time. Said he would call me and didn't. Said he would put in a request for my credit and didn't. Two months in, I finally called him (again) and I got a bunch of excuses about how finance is based in India and there's "so much going on there." After this call, he FINALLY put in a ticket to request a credit to my credit card. Three months into this nightmare, I am told they would only credit the difference to my account where I could use the credit for future purchases. I DO NOT recommend FreshDesk due to their terrible customer service and their bait and switch. e.g. super easy to sign up and plug in your credit card but you can forget about customer service, because there is none! **What problems is Freshdesk solving and how is that benefiting you?** Easy to pull reports and track tickets. ### 26. poor technical support and poor attention **Rating:** 1.0/5.0 stars **Reviewed by:** andrew l. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2020 **What do you like best about Freshdesk?** Fresdesk has brought us many more problems than we could solve with them, above all because their technical support is deficient. We lasted more than 4 days because if they wanted to pay attention to us and incidentally when they attended to us, we received annoying responses that they would soon contact us. which in the end never came like this our ordeal began as we began to lose clients since we could not solve the problems with freshdesk the agents never returned our calls and basically the message they sent us was that we were not important enough for them to deign to answer us **What do you dislike about Freshdesk?** I really don't like anything about freshdesk since they brought us a lot of problems and waste of time and money. Their technical support never solves anything and I had problems with the caller ID and my database is completely messy. I do not recommend them at all. **What problems is Freshdesk solving and how is that benefiting you?** use we didn't get any benefits since we could never work well with them so we could never make effective use of freshdesk ### 27. Terrible Customer Service **Rating:** 0.0/5.0 stars **Reviewed by:** Andrew F. | Chief Technical Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2017 **What do you like best about Freshdesk?** Simple to use and configure. I love the fact a client can send an email to start their ticket. Some of our clients are not tech savvy and it is simple enough for them to send an email. It has all the features I need and some I don't **What do you dislike about Freshdesk?** Customer service is terrible. During the Covid-19 Pandemic, they were unwilling to provide any assistance for an annual subscription that had renewed that same day. They just said sorry you can use it for 365 more days though after we had told them we no longer used the product. Probably hadn't even accessed the platform in over 18 months. **Recommendations to others considering Freshdesk:** Find another vendor that is more understanding of business conditions. **What problems is Freshdesk solving and how is that benefiting you?** Help keep client requests organized. Allow me to meet the expectations of the clients when they request support. ### 28. Freshdesk: It's okay. **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2020 **What do you like best about Freshdesk?** I think the ticket and email management features are useful! **What do you dislike about Freshdesk?** I really don't like their text editor or the analytics tools available. **Recommendations to others considering Freshdesk:** Talk to their support before utilizing the tool. **What problems is Freshdesk solving and how is that benefiting you?** We use it to help with client management for a SaaS company, but feel it probably would work better in a traditional online retail context. ### 29. Definitely not the best ticketing system we've used **Rating:** 1.0/5.0 stars **Reviewed by:** Arthur T. | Training & Outreach Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2019 **What do you like best about Freshdesk?** I really appreciate the built-in dashboards and actual ticket management features. There are some fairly obvious status indicators, which make it easier to find and address tickets in order of priority. Some the metrics have been very useful. **What do you dislike about Freshdesk?** Automation rules are incomplete and difficult to manage. The system does not have the full functionality we were led to believe. System reports are bulky to create and often unable to include all of the data elements we'd like. Their support has been atrocious ever since implementation. **Recommendations to others considering Freshdesk:** Ask for sample reports and examples of pulling data from the Freshdesk system. Do your due diligence before leaving your current solution and compare vigorously to other systems on the market. Also, do not let price sway you from quality. You may end up spending more in hours and staff just trying to make the system usable, especially for data mining. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is our support ticket system across the board. We have the ability now to provide our customers with a portal for tracking their own issues, which has been a plus. The internal use is where the system is most lacking, however, and we are not able to deploy all of the features as we would have liked. ### 30. Bad experience with Russian Spam tickets **Rating:** 0.0/5.0 stars **Reviewed by:** Sanju M. | IT Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2019 **What do you like best about Freshdesk?** Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app. Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app. **What do you dislike about Freshdesk?** Virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, **Recommendations to others considering Freshdesk:** If you are looking for just a ticket incident raised by worthless and useless clients and don't mind being attacked by Russian spam tickets for more than 2 times you can go for FreshDesk **What problems is Freshdesk solving and how is that benefiting you?** Managing incident tickets of customers, supporting them and solving the issue, managing the SLA. ### 31. Waffling between 2 and 3 because of the service. **Rating:** 1.0/5.0 stars **Reviewed by:** Natalie R. | Manager, Customer Success, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2018 **What do you like best about Freshdesk?** I like how easy the product is to use and being able to view tickets in SalesForce. I also like being able to create custom fields easily and as well as automated scenario's. Lastly I do appreciate that a non-technical manager can mostly administer the product without needing an advanced engineering degree. **What do you dislike about Freshdesk?** The reporting section is half-baked. While the data does provide good insights you can't export the tables (or data) into anything! Only PDF's are generated and those are un-workable when trying to do correlations to (let's say to sales). Sure you can export all your tickets and do the calculations yourself but then what's the point of having a reporting section? Which brings me to my next gripe. The ticket search tool (or view creator) is extremely slow and frustrating. Given the limited reporting capabilities of the software I must rely on that function to find and export the data I want to tabulate. Unfortunately, when I create a new view and include a specific date range, I need to re-enter that exact same date range after clicking the "export" button. If you forget it either won't work or return the wrong data. Lastly what I'm most disappointed with is their customer service. Perhaps its because we hold ourselves to a higher service standard but I have tried to work with them to review our implementation, I have even taken the time to re-document our requirements and associated use cases. After 3 weeks I finally managed to schedule a call but they showed up un-prepared and 15 minutes late. **What problems is Freshdesk solving and how is that benefiting you?** Honestly right now it's creating more problems than it's solving. ### 32. Admins that setup the system have to stay admins forever **Rating:** 0.0/5.0 stars **Reviewed by:** Freedom C. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2018 **What do you like best about Freshdesk?** Modular, customize-able, canned reporting is pretty good. **What do you dislike about Freshdesk?** Support tended to ignore my issue until the third or fourth contact (took that long to clear up what my issue was, with screenshots included). Support would lie to me when they didn't know the answer. Support told me we could never change our Account Admins, invalidating this platform as a long term solution. **Recommendations to others considering Freshdesk:** Only setup the system if your Account Administrators plan on staying Account Administrators until the end of time or eventually you will have to replace the solution due to loss of significant rights as I have been told by support that the Account Administrator slot cannot be changed and without the Account Administrator Slack implementation is half-baked. **What problems is Freshdesk solving and how is that benefiting you?** We needed a ticketing system. We got one. Just didn't realize it was built to be temporary. ### 33. Not the best experience and currently looking for a new tool **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2018 **What do you like best about Freshdesk?** It’s customizable, I can rely on it to email my customers without delay. Not too many bells and whistles. **What do you dislike about Freshdesk?** I often lose ongoing emails and have to search for them. I can’t easily see company information for my customer. I can’t split tickets when needed. **Recommendations to others considering Freshdesk:** Demo other tools to make sure which is right for you **What problems is Freshdesk solving and how is that benefiting you?** Allows me to manage my support inbox outside of just using gmail. Can tag priorities and create custom fields based on business needs. Easy to export data as well. ### 34. It's pretty and simple but there's no support **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** June 25, 2018 **What do you like best about Freshdesk?** It's very minimalist design yet very robust. Their ux designer is fantastic. **What do you dislike about Freshdesk?** Doesn't auto refresh. Support is non-existent and their solution to a chat is to revert you back to a "we aren't available" screen. **Recommendations to others considering Freshdesk:** If you don't need support for an error that seems to be on their end, you should be just fine. If you do and need support... .best of luck to you. **What problems is Freshdesk solving and how is that benefiting you?** Ticket management; reporting. ### 35. Quite a few kinks that need to be fixed **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2018 **What do you like best about Freshdesk?** Having all customer service emails come in to one place. **What do you dislike about Freshdesk?** It only allowed one email to transfer emails from. Some links they sent me would not work so would require more work from me to try and get the right link. **What problems is Freshdesk solving and how is that benefiting you?** Having all emails in one place was great because then we could go one by one in order that email came in. ### 36. Better marketing than the product **Rating:** 0.5/5.0 stars **Reviewed by:** Barney B. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2018 **What do you like best about Freshdesk?** Fairly intuitive for the end users to get the basics out of any helpdesk system. **What do you dislike about Freshdesk?** Users can only be associated with one company, even if they work at multiple sites. Makes for a ticket management nightmare. The migration services, follow up and customer service are the worst I have ever experienced in my professional history. **Recommendations to others considering Freshdesk:** Timely responses and follow up from your end would have been helpful. Asking an urgent question during migration and needing to wait days or weeks for a response leaves this user wishing he had ZenDesk Installed. **What problems is Freshdesk solving and how is that benefiting you?** Typical Technical Software Helpdesk ### 37. Unrealized Potential **Rating:** 1.0/5.0 stars **Reviewed by:** David H. | Independent Salesforce Contractor, Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2016 **What do you like best about Freshdesk?** I like the simplicity of the product. It does what it is designed to do. **What do you dislike about Freshdesk?** It only does what it was designed to do. The support team is friendly but not flexible to customization. **Recommendations to others considering Freshdesk:** This may be the right tool for your team if your sales org is completely detached from your support org. Otherwise, if you have a hybrid approach where your sales team is the first line of support or the hands that massage a client, you're going to work extra hard to keep everyone up to date on support tickets. **What problems is Freshdesk solving and how is that benefiting you?** We have been using this tool for our support desk and the syncing between Salesforce and FreshDesk is incredibly minimal. Very little information syncs between the two databases. ## 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?filters%5Bnps_score%5D%5B%5D=1§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+05%3A39%3A38+-0500&secure%5Bsession_id%5D=e935390f-fca2-43b2-a266-f14cd3469986&secure%5Btoken%5D=0e8ccf356f3350c423e4d0816d1999113c5d98e7570f4be8aad4a46468a82171&format=llm_user) ## Freshdesk Integrations - 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[Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## 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 - 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