--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3759 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: 3759 scale: '5' date_modified: '2026-08-13' 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:** 3,759 ## 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. Efficient Support Management, Lacks Integration **Rating:** 2.0/5.0 stars **Reviewed by:** Katya M. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2026 **What do you like best about Freshdesk?** I like that Freshdesk allows a team of multiple people to have access to issue resolution via the ticketing system. It helps to manage candidate communication and handle a high volume of repeat questions from candidates. The ticketing system is great for consolidating work, enabling a team of 5 to share and distribute tasks without clogging email inboxes. **What do you dislike about Freshdesk?** No integration with our ATS so ticketed conversations don't carry over to the system. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us manage candidate communication and handle repeat questions. It allows multiple team members to access the ticketing system, facilitating work sharing and distribution without cluttering emails. ### 2. Integration Issues and Disjointed Experience with Freshdesk **Rating:** 1.5/5.0 stars **Reviewed by:** Brandon Y. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** December 29, 2025 **What do you like best about Freshdesk?** It seems like their software is built with all kinds of companies in mind. This could be a good thing, but also a bad thing as it feels bloated and sometimes difficult to use as the add-ons and integrations require extra subscriptions and tech knowledge to integrate. **What do you dislike about Freshdesk?** Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together. Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk. **What problems is Freshdesk solving and how is that benefiting you?** Customer service and customer self-service. ### 3. Feature-Rich, but Pricing, Complexity, and Performance Issues Hold It Back **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshdesk?** Easy-to-use interface that requires minimal training Strong ticketing and omnichannel support for email, chat, phone, social Helpful automation features that reduce repetitive support tasks **What do you dislike about Freshdesk?** Pricing increases quickly when adding advanced features or more agents Some users report slow or inconsistent customer support experiences The platform can become overwhelming because of the large number of features and settings Occasional ticket duplication and performance slowdowns during high volumes **What problems is Freshdesk solving and how is that benefiting you?** Improves cross-team collaboration with integrations like Slack and Microsoft Teams Speeds up response and resolution times by giving agents full customer context in one place Supports scalable customer service with AI chatbots and workflow automation ### 4. Integration Limitations and High Cost Diminish FreshDesk's Value **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Construction | Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2025 **What do you like best about Freshdesk?** FreshDesk puts a lot of our lead and customer communication in one place. They integrate with most software and setup is relatively easy. **What do you dislike about Freshdesk?** Freshdesk is a little pricey for the services offered. It was difficult for my team to holistically manage all lead generating software because not all of our required integrations worked. **What problems is Freshdesk solving and how is that benefiting you?** Fresh Desk brought all our customer communications into one place. ### 5. Okay on a small scale **Rating:** 2.0/5.0 stars **Reviewed by:** Kaley W. | Data Analyst, Regulatory Affairs and Quality Assurance, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks. **What do you dislike about Freshdesk?** After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services. Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier. **What problems is Freshdesk solving and how is that benefiting you?** Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup. ### 6. Fresh Desk **Rating:** 2.0/5.0 stars **Reviewed by:** Samantha W. | Customer Service Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Freshdesk?** The many features it has. When I get a email I get a notification quickly. **What do you dislike about Freshdesk?** The updates take a long time to come through. **What problems is Freshdesk solving and how is that benefiting you?** They are updating alot of the policies , I don't like how sometimes I don't get the response from customer. ### 7. I would not recommend it for its customer service **Rating:** 1.5/5.0 stars **Reviewed by:** Victoria M. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2023 **What do you like best about Freshdesk?** The price is a cheap platform useful for small teams, not complicate flows, and volume of tickets less than 4k , new business that can not invest in better solutions, **What do you dislike about Freshdesk?** There is no improvements on the Agents experience, you don't get easy look at the customer timeline, custom card o, Analitics is ireally complicated to customize reports. My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change. **What problems is Freshdesk solving and how is that benefiting you?** manage a volume of inquiries of 5-10k with 4 languages and 3 channels ### 8. Formatting options and Pictures Needs Work **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2023 **What do you like best about Freshdesk?** can edit and merge tickets, can split it as well. OOO is based on time and day. it is instant in any activity that it does. I think this is the one among the rest out there but needs lots of improvements **What do you dislike about Freshdesk?** Dont have much options for formatting, cannot save workspace in new ticket...pictures are not saved in the proper size. Also pictures doesnt get saved while pasting it in the email. **What problems is Freshdesk solving and how is that benefiting you?** To keep a track on the ongoing issues that the clients are facing. This helps is resolving and follow up with the respective client makes the job much easier and faster ### 9. A functional product with surprisingly poor support **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Freshdesk?** The email integration works well, allowing us to service support email addresses and I have used the Tagging and analytics to help quantify areas of our product which need improvement. **What do you dislike about Freshdesk?** The editor for support articles has lots of weird bugs and isn't WYSIWYG, our experience with the freshdesk support has been poor with a freshdesk support member suggesting actions which would take our support site down when we had an issue. **What problems is Freshdesk solving and how is that benefiting you?** It provides a complete solution for hosting all our support activities, whether support articles, a ticketing system or support emails. This means we can have a self-contained solution for this without interfering with our core product. ### 10. Our Freshdesk Journey **Rating:** 2.0/5.0 stars **Reviewed by:** Lucy F. | Customer Care Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Freshdesk?** We enjoyed the seamlessness and ease of using Freshdesk and the incorporation of the Live Chat and Caller aspects. It was great to have everything on one platform. **What do you dislike about Freshdesk?** Freshdesk was unreliable for us. We regularly had customers reporting that they had sent us tickets or replied to a ticket and we did not receive these contacts. **What problems is Freshdesk solving and how is that benefiting you?** Having the three main contacts chat, email and phone in one helpdesk helped agents with time management during our busiest season. Agent response time was up!!!! ### 11. It's the best automation platform in the entire market. **Rating:** 2.0/5.0 stars **Reviewed by:** Levi B. | Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2021 **What do you like best about Freshdesk?** The truth is that what I appreciate the most is the automation of their services and that is precisely what they are famous for, it is very simple in a couple of clicks to have your quote email ready for the client. The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple. I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements. I also like that it is an omni-channel platform which makes it easier to focus on the requirements. I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable. **What do you dislike about Freshdesk?** Freshdesk is an amazing platform, however it has a couple of details that I don't like. The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers. The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility. **Recommendations to others considering Freshdesk:** Honestly, it is the cheapest service you will find online and once you become familiar with the details of the platform everything is a piece of cake. I recommend it 100%. **What problems is Freshdesk solving and how is that benefiting you?** For me their help has been invaluable, because thanks to the platform I have been able to connect with my client almost automatically and that has made my reputation as a good supplier grow. ### 12. Omnichannel ticketing solution, with limited support & complex UI **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshdesk?** Detailed data dump download, the flexibility of changing business hours & adding agents or ticket fields, helpful Apps & APIs are available. Dashboard view is quite comprehensive. **What do you dislike about Freshdesk?** Setting up rules & configuring apps is quite a challenging task. The support provided is not as per expectations. TATs usually get violated & Relationship Managers are busy handling minimal clients. Feedback parameters are minimal. **Recommendations to others considering Freshdesk:** Initial set-up support would be good, but once the set-up is complete and you require any help, the RM & technical team would be too busy to give you a slot. **What problems is Freshdesk solving and how is that benefiting you?** We are managing a large number of customer requests efficiently. Per agent, the cost is quite manageable and does not burn a hole in your pocket. With a few apps, the daily work becomes relatively easy for agents. ### 13. Mediocre **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2022 **What do you like best about Freshdesk?** Self-explanatory, no training is needed. That is about it. **What do you dislike about Freshdesk?** I disklike that you are unable to create folders/macros **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk was unorganized and difficult to use/benefit from. ### 14. Easy to use helpdesk system **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Freshdesk?** The user interface is very simplistic and easy to understand. Internal notes and public emails are clearly separated. **What do you dislike about Freshdesk?** The official plugin for integrating Jira with Freshdesk doesn't work so far for us, but the support really cares to get it fixed **What problems is Freshdesk solving and how is that benefiting you?** Customer email communication is managed centrally for all staff. Responsibilities per request can be cleared ### 15. Useful features decreasing with time **Rating:** 2.0/5.0 stars **Reviewed by:** Silas M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 09, 2021 **What do you like best about Freshdesk?** Time tracking integration with our accounting package. **What do you dislike about Freshdesk?** Forced upgrades that broke with previous integrations. **What problems is Freshdesk solving and how is that benefiting you?** It's an email helpdesk for us. We are a pure B2B company, so social media tie ins not useful to us. ### 16. Simple yet Glitchy **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 21, 2018 **What do you like best about Freshdesk?** Freshdesk's triaging process is the smoothest ever. **What do you dislike about Freshdesk?** It does not identify spammy emails and block them. IT IS GLITCHY **Recommendations to others considering Freshdesk:** Introduce Gifs and Emojis **What problems is Freshdesk solving and how is that benefiting you?** Helps solve all the problems! ### 17. Comprehensive support software **Rating:** 2.0/5.0 stars **Reviewed by:** Jonathon L. | Customer Support and Success, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** June 01, 2017 **What do you like best about Freshdesk?** Relatively easy to use at the basic level, for the normal email support it is straightforward and simple. Includes phone, chat, and social media management all in the same place. If you want to know what Freshdesk is like, use Helpscout. Then, remove the best parts of Helpscout and the reports, add about 6 tons of bloat and nonsense. Suddenly, you're using Freshdesk. **What do you dislike about Freshdesk?** Updating this for the new Freshdesk rework. It looks better, I'll give them that. The old version looked like garbage. It's still bloated, and there were numerous bugs and missing elements on the new version. And the reports are still the same. I can only assume their thought process when designing reports was to make them available, but limit their usefulness as much as possible. For example, the CSAT reports are maybe 25% of the way to being useful. The only info you'll get from your help centre are silly thumbs up/down. Want to know what the person searched for and couldn't find? Tough. **Recommendations to others considering Freshdesk:** They do have a comprehensive set of features that let you offer support across multiple channels I would make sure that you understand the features beforehand and trial the software thoroughly, to make sure you need it, otherwise a simpler solution might be a better fit. **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk for email support, social media support, and will soon be adding the phone channel. It lets us respond quickly, it has decent reporting capabilities to let us track our support trends, and lets me add the necessary information to document our support tickets effectively. ### 18. Not only tickets system **Rating:** 1.5/5.0 stars **Reviewed by:** Rachid E. | Head of business development , Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2018 **What do you like best about Freshdesk?** The possibility to have a multi-guests and teams management in addition to be capable of recording international incoming calls for sales or support queries. Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless. **What do you dislike about Freshdesk?** The automation in the emails treatments could sometimes be tricky to manage. A customer sending a ticket could have an automation of "proposed solutions" matching some keywords in the ticket, this awaiting for an agent to pick it up. We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that... **Recommendations to others considering Freshdesk:** Freshdesk is looking after having a good and strong evolution and so their system always tend to listen to customers needs and so improve itself **What problems is Freshdesk solving and how is that benefiting you?** Instant management of the customers issues with the Chat facility in addition to a good track and reporting in order to maximize the staff efficiency. An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team. The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention. ### 19. Poor choice compared to freshservice **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Religious Institutions | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Freshdesk?** I liked the app integration making it a mobile product. **What do you dislike about Freshdesk?** Wish they would merge it with freshservice for a more unified flow. **Recommendations to others considering Freshdesk:** Look into fresh service first. **What problems is Freshdesk solving and how is that benefiting you?** Gave us our very first helpdesk oriented work flow. Increased productivity by almost 50 percent. ### 20. Out with the new and bring back the old **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2019 **What do you like best about Freshdesk?** I do like that you can set up scenarios and canned responses to help make ticket answering quicker **What do you dislike about Freshdesk?** The forced change to their new version, where there are script bugs that cause images to jump, hyperlinks don't work, you can no longer combine scenarios and quick responses. The useful short keys are gone. The system no longer flows. **What problems is Freshdesk solving and how is that benefiting you?** Everyone can see the responses, who touches tickets and easily see additional tickets ### 21. Overcrowded interface, helpful features but limited posible analysis within platform. **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2018 **What do you like best about Freshdesk?** Features such as options for automated rules. Metrics calculations for resolution times of cases. **What do you dislike about Freshdesk?** Metric calculations regarding case content, we use tags but it is very manual. Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format. There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases. **What problems is Freshdesk solving and how is that benefiting you?** We use freshdesk as our primary medium to communicate with clientes, but are looking at other platforms. Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients. ### 22. Improved API **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Freshdesk?** The constant updates and improvements. Always great to see new and upcoming development. **What do you dislike about Freshdesk?** Rarely, but sometimes there is a lack of response from FreshDesk. **What problems is Freshdesk solving and how is that benefiting you?** Custom applications are necessary in our framework. It is nice to be able to improve our portal to meet our needs. ### 23. Freshdesh review **Rating:** 2.0/5.0 stars **Reviewed by:** Aarti N. | Principal Business Systems Analyst - Finance, Enterprise Applications | Apttus IT, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2018 **What do you like best about Freshdesk?** I like that it is easy & straightforward for users to raise a case in Freshdesk. **What do you dislike about Freshdesk?** Configuring Freshdesk is complicated. analytics/reporting is also difficult. **What problems is Freshdesk solving and how is that benefiting you?** We do our incidents/requirements lifecycles in Freshdesk. The benefit is that the documentation for each incident is centralized within the ticket /case. ### 24. Shortcomings **Rating:** 2.0/5.0 stars **Reviewed by:** Larry N. | VP Marketing, Metro NYC Chapter, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2018 **What do you like best about Freshdesk?** Cost effective for simple needs, easy enough to pickup by staff and clients **What do you dislike about Freshdesk?** Incomplete solution, less than other products that may cost a bit more. **Recommendations to others considering Freshdesk:** Value. Consider total cost of ownership and 1-2 year Outlook /growth **What problems is Freshdesk solving and how is that benefiting you?** General client service requests, single source to comment and acknowledge needs. ### 25. Freshdesk **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2018 **What do you like best about Freshdesk?** I like that I can choose which columns I wants to see in the ticket table view. I love the Dispatch'r i admin **What do you dislike about Freshdesk?** I think its very annoying that I am not able to search specific fields or even filter the results of searching customers In different places everything you wrote disappear if you mark the text or use Ctrl+A. I.e. If you create a new ticket via the + in the customer view **What problems is Freshdesk solving and how is that benefiting you?** We used to use Zendesk and I haven't found any benefits by using Freshdesk ### 26. Flatfrog Freshdesk **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2018 **What do you like best about Freshdesk?** EASY TO add content, articles. Please why do I have to add more characters. **What do you dislike about Freshdesk?** 15Meg attachment limit. Site needs to have more security levels. Public, Level 1, Level 2, Level 3, then by company. Better integration with a support alias instead of a person's private e-mail address. **What problems is Freshdesk solving and how is that benefiting you?** Support, Redundant questions. FAQs. ### 27. FreskDesk CSR honest review **Rating:** 1.5/5.0 stars **Reviewed by:** Mike R. | Technical Support Representative, Consumer Electronics, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2018 **What do you like best about Freshdesk?** I honestly liked the way it appeared to be super functional. It seemed like the tool we needed to switch to from Zendesk. **What do you dislike about Freshdesk?** After playing with it, it was a pain to setup phone calls through their service. We ended up keeping these separate and using ZenDesk. Allowed users to create tags, which would end up in a mess of different users using different tags for the same case type. Just not effective for what we needed. **Recommendations to others considering Freshdesk:** Unless you have no other option, I would seek out Desk, or even ZenDesk **What problems is Freshdesk solving and how is that benefiting you?** CSR Agents, phone calls inbound/out, emails. ### 28. Good support. **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2018 **What do you like best about Freshdesk?** Support is responsive and helpful....... **What do you dislike about Freshdesk?** The product itself has some limitations that don't allow it to fulfill our usecase. There doesn't seem to be much flexibility on product requests that are very straightforward and could likely help many of their clients... **What problems is Freshdesk solving and how is that benefiting you?** Knowledge Management - customizing the appearance and having control over user permissions at a granular level has been very difficult, not to say impossible, to achieve. ### 29. Bugs bugs bugs **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2018 **What do you like best about Freshdesk?** You can create an entire knowledge base that you can create for your clients (articles, how-to guides, support center solutions, etc) **What do you dislike about Freshdesk?** There are bugs constantly, and the bugs are not fixed in a timely manner. Their support team is also lacking- not getting back to you or providing updates within any reasonable amount of time. You typically have to email their team several times before landing a response **What problems is Freshdesk solving and how is that benefiting you?** The knowledge base is nice for our clients. ### 30. Needs work **Rating:** 2.0/5.0 stars **Reviewed by:** James F. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2018 **What do you like best about Freshdesk?** Chat support **What do you dislike about Freshdesk?** There is always a bug. As soon as something is fixed, something else goes wrong. It takes several weeks for bugs to be fixed. **What problems is Freshdesk solving and how is that benefiting you?** We are able to review our ticket trends and volumes ### 31. Leaves something to be desired **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** March 29, 2018 **What do you like best about Freshdesk?** Fresh desk is a streamlined way to host all of your phone, email, and live chat communications with customers in one place **What do you dislike about Freshdesk?** Phone calls continually dropped, reporting options were limited, and support is not the most helpful. **Recommendations to others considering Freshdesk:** If you are looking for a CRM that is going to help your company scale and serve customers well, look elsewhere. **What problems is Freshdesk solving and how is that benefiting you?** It allowed us to communicate with our customers, which is definitely a business benefit ### 32. My reveiw **Rating:** 2.0/5.0 stars **Reviewed by:** Casey B. | Senior System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2018 **What do you like best about Freshdesk?** fresh services a decent in simple ticketing system **What do you dislike about Freshdesk?** it's a very simple ticketing system to use **What problems is Freshdesk solving and how is that benefiting you?** No problem solving with fresh service are the ability for clients to submit tickets on their own as well as have email submissions of tickets ### 33. Not so fresh **Rating:** 1.5/5.0 stars **Reviewed by:** Sami N. | Technischer Leiter, Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2017 **What do you like best about Freshdesk?** The customizing to your own processes. Automatic e-mails after status updates are awsome and incredible timesaving. **What do you dislike about Freshdesk?** The design. Those big dropdowns on the side. The bad owerview in long tickets, when every entry got the signature and the quoted text with. You always have to reload the page. And often when a customer replies it creats a new ticket. It is not running smooth. **Recommendations to others considering Freshdesk:** You need skills to customize it and you need time. **What problems is Freshdesk solving and how is that benefiting you?** Whole email communicaton with our customers. Working across teams is easy and transparent. ### 34. They keep sending me spam asking me to review them on G2Crowd **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2018 **What do you like best about Freshdesk?** - Good customer support - Here are 14 more characters **What do you dislike about Freshdesk?** - Spam telling me to review them - Some long-standing bugs **What problems is Freshdesk solving and how is that benefiting you?** A support desk ### 35. Freshdesk ticket system **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Freshdesk?** Tickets and problems are tracked in one location. **What do you dislike about Freshdesk?** Cannot undo a merged ticket. You should be able to undo any action by a supervisor. **Recommendations to others considering Freshdesk:** The system has been automatically reassigning tickets which creates problems. **What problems is Freshdesk solving and how is that benefiting you?** Customer tracking of orders, their questions and concerns as well. ### 36. Still needs a lot of work **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2016 **What do you like best about Freshdesk?** Great concept. I love the idea of having one central hub to be able to track all client tickets from live chat conversations. **What do you dislike about Freshdesk?** Software still has lots of bugs and the support is not helpful. We have been using for almost 10 months and have put up with hundreds of chats dropping, disappearing, not being able to transfer when capability was advertised. Their development team and our internal teams have had many scheduled calls which they have flaked on our only temporarily resolved the issues we have communicated to them. **Recommendations to others considering Freshdesk:** Freshdesk support can be very difficult to work with, they have made improvement to their software over the last year but I still believe they have quite a ways to go. **What problems is Freshdesk solving and how is that benefiting you?** In theory, this solution would solve accountability issues from our internal customer support and sales channels so we can see all chat history as well as keep a detailed record of our customer interaction with our business. ### 37. It was great ride for a year **Rating:** 2.0/5.0 stars **Reviewed by:** John B. | System Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2016 **What do you like best about Freshdesk?** Freshdesk was easy to setup and had enough features to get us running within 24 hours. Application sees constant improvements and new features are being added on monthly basis which is something rare. Price tag for this support desk is extremely appearing at to my knowledge offers best price to features ratio. Support desk is always enthusiastic and ready to help which is good thing. Another thing which is worth mentioning is that they seems to be focused on getting feedback from customers to get application up and running. **What do you dislike about Freshdesk?** We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end. Problem was visible regardless of work environment, network or machine. We reached point where we had issues on weekly basis and some of those problems been core reason why we are looking into switching to different solution. Price tag on phone system is insane, after switching to 3CX our bills for calls went down about 75%. Few years back this was great tool for great price, now based on issues we had and current prices of different solutions there are better tools. **Recommendations to others considering Freshdesk:** If you are looking for something for tech startup or small team this is it. Basic functionality should be something to help you out on daily basis. Problem starts when you are trying to utilize API or 3rd party apps. Usually integration is just one way meaning only one node is getting updates while second is in the dark. There is still limited amount of integrations making hard to get whole company on the same page. If you want to run this product during trial connect EVERYTHING you need to verify stability of system and usability of such solution. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk allowed us to scale up and almost triple volume of submitted tickets and double client base. It's right tool for small businesses for a descent price. Thanks to this tool we been able to work more efficient than going through outdated support system/email. ### 38. Freshdesk Buildout **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Research | Small-Business (50 or fewer emp.) **Reviewed Date:** July 23, 2015 **What do you like best about Freshdesk?** The ability to write solutions and forum items to stem ticket submissions by providing answers and steps to resolve up front. **What do you dislike about Freshdesk?** Dynamic ticket form creation requires Freshdesk team assistance. Dependent fields only drop to 3-levels reducing granularity of issues. **Recommendations to others considering Freshdesk:** Discuss and confirm all need requirements up front. Do you need multiple tickets? Do you need dynamic forms? Discuss all of these issues with reps prior so that you are aware of steps needed before attempting to build a ticket. **What problems is Freshdesk solving and how is that benefiting you?** Handling internal ticketing requests for proprietary products. ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+23%3A28%3A28+-0500&secure%5Bsession_id%5D=6c4b4d26-1b5a-48cd-a2bd-563a0ffe8bd6&secure%5Btoken%5D=8526fa48d41a9acd7e2c4dd71d9c765d19913b564ebec149764ffd2f0a9eb8ce&format=llm_user) ## Freshdesk Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Airtable](https://www.g2.com/products/airtable/reviews) - [Allegra](https://www.g2.com/products/allegra/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Atlassian Data Center](https://www.g2.com/products/atlassian-data-center/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure DevOps Labs](https://www.g2.com/products/azure-devops-labs/reviews) - [Bamboo](https://www.g2.com/products/bamboo-metrix-bamboo/reviews) - [Bitrix24](https://www.g2.com/products/bitrix24/reviews) - [Brevo Marketing Platform](https://www.g2.com/products/brevo-marketing-platform/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - [Exotel Customer Communication Platform](https://www.g2.com/products/exotel-customer-communication-platform/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Freshcaller](https://www.g2.com/products/freshcaller/reviews) - [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Gravity Forms](https://www.g2.com/products/gravity-forms/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [intalk.io](https://www.g2.com/products/intalk-io/reviews) - [Intuit Mailchimp Email Marketing](https://www.g2.com/products/intuit-mailchimp-email-marketing/reviews) - [IONOS 1&1 Domains and hosting](https://www.g2.com/products/ionos-1-1-domains-and-hosting/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [MightyCall](https://www.g2.com/products/mightycall/reviews) - [monday CRM](https://www.g2.com/products/monday-crm/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) - [PDQ Deploy & Inventory](https://www.g2.com/products/pdq-deploy-inventory/reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - [ServiceNow Connector](https://www.g2.com/products/servicenow-connector/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [SparkTG](https://www.g2.com/products/sparktg/reviews) - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) - [Telavox](https://www.g2.com/products/telavox/reviews) - [Textline](https://www.g2.com/products/textline/reviews) - [The CDC Solution](https://www.g2.com/products/the-cdc-solution/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Unicommerce](https://www.g2.com/products/unicommerce/reviews) - [Unity](https://www.g2.com/products/unity/reviews) - [Webbtree Talent Discovery](https://www.g2.com/products/webbtree-talent-discovery/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [WordPress.com](https://www.g2.com/products/wordpress-com/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [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 - 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 (3,734 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,451 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews)