--- 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. Freshdesk's Positive Impact on Our Customer Support Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2024 **What do you like best about Freshdesk?** Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality. **What do you dislike about Freshdesk?** While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has provided clear improvements in our team’s efficiency, enabling us to track agent productivity and response times effectively. Since implementation, we’ve seen a 20% increase in agent productivity and a 15% reduction in average response time, directly contributing to faster, more reliable customer support. ### 2. Efficient, but the new reporting system needs improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Brandon G. | Customer Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently. **What do you dislike about Freshdesk?** The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times. ### 3. Overall a great product to manage tickets and and templates **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Freshdesk?** Complex features that allow for good ticket managing, workflows and setting up templates for different types of tickets. **What do you dislike about Freshdesk?** The interface is challenging at times to automate and scale, and isn't very AI friendly in terms of connectors to chatgpt or google gemini. **What problems is Freshdesk solving and how is that benefiting you?** Ticket queues, SLA tracking with reporting and escalation management. ### 4. A better fit for us than Zendesk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2025 **What do you like best about Freshdesk?** 1. The natural language bot is good 2. The configuration options are endless 3. Easy, powerful integration with jira. **What do you dislike about Freshdesk?** 1. Confusing documentation as there's o;d and new versions available on the internet 2. Customer support can be slow to respnd but they are helpful when they do **What problems is Freshdesk solving and how is that benefiting you?** The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot. ### 5. Fantastic to have freshdesk to ensure our clients are alway connected to the right agents with ease **Rating:** 3.5/5.0 stars **Reviewed by:** Laura S. | CX Operations Leader, Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2024 **What do you like best about Freshdesk?** The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently. **What do you dislike about Freshdesk?** Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving our problems of: Agent productivity Workload and capacity Sharing across internal teams This benefits us immensely as we need these sorted in order to properly function ### 6. Great option for mid-sized teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is awlays avaiable via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times. **What do you dislike about Freshdesk?** There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impsosible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously. **What problems is Freshdesk solving and how is that benefiting you?** FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7. ### 7. Transforming Customer Support with Intuitive Features **Rating:** 3.5/5.0 stars **Reviewed by:** Sanjeev A. | Manager-Business Intelligence, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall. **What do you dislike about Freshdesk?** Moving forward, our focus will be on enhancing reporting and analytics through integration with a third-party BI tool for deeper insights and real-time monitoring which is not upto the mark as of now and this is our pain point **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall. ### 8. Simple and easy product with good features **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 19, 2021 **What do you like best about Freshdesk?** Still same and we are able to achieve the tasks efficiently **What do you dislike about Freshdesk?** Ui is still the same which needs overhaul **Recommendations to others considering Freshdesk:** It's a decent tool with good enough features to track and manage status of tasks and tickets **What problems is Freshdesk solving and how is that benefiting you?** Candidate and hiring management system ### 9. What an amazing product! **Rating:** 4.0/5.0 stars **Reviewed by:** Garth J. | Customer Service Manager , Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Freshdesk?** I love how integrated everything is. We make use of the omnichannel platform which gives us access to Freshdesk, Freshcaller, Freshchat and even Freshsales. Freshworks has everything covered, from automation to canned responses to chats with custom flows. Freshworks makes it easy to work and have a productive work environment. **What do you dislike about Freshdesk?** Not much to add, apart from the fact that you cannot tag specific agents on a chat conversation using the omnichannel platform. This can be done is freshdesk and you can leave private notes in chats, so not a train smash. **What problems is Freshdesk solving and how is that benefiting you?** Having the ability to @ agents in a live chat conversation. Multiple improvements on freddy AI ### 10. Very easy to implement. **Rating:** 4.0/5.0 stars **Reviewed by:** Damien C. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** Freshdesk's intigration into our website was very easy. The scalability is also a big plus, allowing us to utilize more tools as we grow. **What do you dislike about Freshdesk?** The downside to Freshdesk is the troubleshooting. For easy questions, it's not a problem, but when you get to a more indepth issues, it can be daunting to find a solution. **What problems is Freshdesk solving and how is that benefiting you?** The biggest issues Freshdesk has helped solve is bringing our different support groups into one area. This allows for us to easily pass tickets or chats from one person/group to another. The perk of a shared inbox is big as well. This ensures we are not duplicating tasks. ### 11. Great automations and Customer portal **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated. The ability to populate service catalogue is super easy. There are a lot of modules included in licensing **What do you dislike about Freshdesk?** Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking. The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base) **What problems is Freshdesk solving and how is that benefiting you?** Ticket management ### 12. Great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform. **What do you dislike about Freshdesk?** They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet. **What problems is Freshdesk solving and how is that benefiting you?** Email, chat, text, and phone support ### 13. Freshdesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Muayad A. | Associate product manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Freshdesk?** Chat bot support, automation, tickets customization flexiablity **What do you dislike about Freshdesk?** Customer satisfaction survey, analytics. **What problems is Freshdesk solving and how is that benefiting you?** Tracking customer contact reasons and deflecting incoming customer contacts. it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience ### 14. Great tool for email management with Room for Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Prince G. | Sr. Manager, Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively. Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration. We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries. **What do you dislike about Freshdesk?** While Freshdesk is effective for email management, there are several areas that could benefit from improvement: a. Fonts – The available font options are quite basic, with limited customization possibilities. b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size. c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency. d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights. e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses. f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions. g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow. **What problems is Freshdesk solving and how is that benefiting you?** Email management over shared inboxes with multiple users ### 15. A CRM Feautre Rick Product with Great Value and Cost Effective **Rating:** 4.0/5.0 stars **Reviewed by:** Vaithianathan D. | Sr. Technical Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Freshdesk?** The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications. **What do you dislike about Freshdesk?** One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button. **What problems is Freshdesk solving and how is that benefiting you?** We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests. ### 16. A User-Friendly Ticketing Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Bhavik A. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2025 **What do you like best about Freshdesk?** User-Friendly, multiple automation options, easy to integrate **What do you dislike about Freshdesk?** detailed product training not available due to which user cannot make use of the tool effectively **What problems is Freshdesk solving and how is that benefiting you?** Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts ### 17. Easy to use and reliable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Freshdesk?** Freshdesk allows users to automate repetitive tasks, set up workflows **What do you dislike about Freshdesk?** Analytics provided by freshdesk,not happy the detailing. **What problems is Freshdesk solving and how is that benefiting you?** Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity. ### 18. Ease of use and system integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms. I have used quite a few other helpdesk platform and FreshDesk is by far easier to use. I also like the fact that FreshDesk has more features than other providers from what i have seen. **What do you dislike about Freshdesk?** Support. When logging a ticket for support, I am asked to book time with a support personal and its almost always: 1) The next day 2) The available time in their calendar is after hours my time. I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone. **What problems is Freshdesk solving and how is that benefiting you?** Linking business and admins using a robust helpdesk platform. Works really well. ### 19. Freshdesk is super awesome ticketing, collaboration and automation system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2024 **What do you like best about Freshdesk?** It helps me manage customer support and provides tools for ticketing, automation, collaboration, and reporting. It enables teams to streamline customer interactions across multiple channels, such as email, phone, chat, and social media, through a unified interface. **What do you dislike about Freshdesk?** EVen though freshdesk offers complex customization and flexible workflows, more complex integrations might be limited without access to its API or advanced features, which often require higher-tier plans. Setting up and configuring all features to work optimally, especially automation and workflows, can take time and may require some technical expertise **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk as a versatile platform for managing various aspects of our operations, including ticketing, customer support, and internal issue tracking. Its comprehensive features allow us to efficiently handle customer inquiries from multiple channels, ensuring timely responses and resolutions. Internally, Freshdesk serves as a streamlined system for tracking issues, collaborating across teams, and automating workflows to improve overall productivity. The centralized ticketing system helps us stay organized and maintain high-quality support, both for external customers and internal stakeholders. ### 20. Best Customer Support Software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2024 **What do you like best about Freshdesk?** Very user-friendly interface. Handles tickets from multiple platforms in one place. Saves time with workflows, auto-assignments, and responses.Affordable plans. Very good customer support. **What do you dislike about Freshdesk?** Lack of advanced features and certain features require additional payment and the mobile is less functional when compared to the web version. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk heping us to organize all cusotmer queries in one place. Provides FAQ section which helps the customers to solve their problem om their own. It shows really good reports to monitor how well my team us performing. ### 21. Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Volodymyr D. | Middle Service Platform Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot **What do you dislike about Freshdesk?** Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations Long time to fix bugs, ineffective bug fixes that do not fix anything Lack of public roadmap Lack of cross-brand support (limited number of contact fields) **What problems is Freshdesk solving and how is that benefiting you?** Most operations teams/managers use the same environment to resolve customer requests Flexible analytics that enable DDD development ### 22. Solid omnichannel, sometimes limited, but better than the competition! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed. **What do you dislike about Freshdesk?** Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances! **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp. ### 23. A few minor changes would make it great **Rating:** 4.0/5.0 stars **Reviewed by:** Mark H. | Executive Vice President and Co-Founder , Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication. **What do you dislike about Freshdesk?** Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets. **What problems is Freshdesk solving and how is that benefiting you?** Our Service departments support tickets ### 24. A quick easy platform to work through, better customer tracking. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Freshdesk?** The canned response feature makes for faster response times. **What do you dislike about Freshdesk?** The tag features can slow down how things are saved. **What problems is Freshdesk solving and how is that benefiting you?** Customer live chats and emails. ### 25. A great budget solution for collaboration and workload orchestration. **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration. **What do you dislike about Freshdesk?** Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice. **What problems is Freshdesk solving and how is that benefiting you?** Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration. ### 26. How freechat works **Rating:** 4.0/5.0 stars **Reviewed by:** Thatyana Z. | Support Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2024 **What do you like best about Freshdesk?** Freechat is a good platform for communication as it makes it easier to organize customers who arrive for me to respond. **What do you dislike about Freshdesk?** There are some problems, even when updating the page and resetting consumption, it often notifies me that a message has arrived but it does not appear. **What problems is Freshdesk solving and how is that benefiting you?** Freechat is helping me create ready-made messages, making it easier to filter customers to direct them to where they will be served. ### 27. Good Entry-level Support system **Rating:** 4.0/5.0 stars **Reviewed by:** Kate V. | Sales and Support Operations Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company. **What do you dislike about Freshdesk?** It's a little difficult to integrate, and exporting data from the system is not great. **What problems is Freshdesk solving and how is that benefiting you?** It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too. ### 28. Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 23, 2024 **What do you like best about Freshdesk?** The out of box reporting is great and has good standard reporting capabilities The ability to customise how you need and want the system to work for you **What do you dislike about Freshdesk?** Creating own reporting can be complex Can be difficult setting up chatbots if you do not have a techy background **What problems is Freshdesk solving and how is that benefiting you?** We can integrate all of our customer communcation channels in one place ### 29. Freshdesk Review from a Customer Service Manager perspective **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk **What do you dislike about Freshdesk?** We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up. **What problems is Freshdesk solving and how is that benefiting you?** Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics. ### 30. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Freshdesk?** Freshdesk is beginner and user-friendly, and it has great customization available depending on the plan you are in. Pretty much easy to navigate. The built-in Analytics is quite helpful for reporting and understanding trends. There are also free apps that can be installed within Freshdesk. **What do you dislike about Freshdesk?** Integrated Twilio SMS window and font size is too small, making it challenging and prone to error when typing. **What problems is Freshdesk solving and how is that benefiting you?** Customer service / communication management -- Freshdesk makes it easy to communicate to customers via multiple channels - email, call, SMS, chat. The flexibility it offers in terms of customization has been helpful specially in Analytics. ### 31. Easy to Set Up and Start Supporting Your Company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be. **What do you dislike about Freshdesk?** Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information. **What problems is Freshdesk solving and how is that benefiting you?** Change Management and Helpdesk are our main uses for FreshDesk. ### 32. Great Ticketing Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** The ability to group agents, automate redundent ticket tasks and customize ticket views **What do you dislike about Freshdesk?** when customers create tickets via email there is no way to configure the ticket details via email. We have tried having them put a priority within the subject but everything comes in as 'low' and none of the mandetory fields are filled out like they would be if the customer had created the ticket within the portal. **What problems is Freshdesk solving and how is that benefiting you?** We are using Freshdesk as an IT ticket support portal for our clients ### 33. Easy to use, annoying notifications **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** simple, straightforward ticketing and Knowledgebase systems, automation rich features, granular accesses available **What do you dislike about Freshdesk?** Company spams your notifications section with 'Product Update' notifications which can never be fully removed, it's annoying to look at the top right thinking I have an important notification when it's just last months development update from the company and not valuable information. I would suggest this be removed from the product and then it would be a 10/10 **What problems is Freshdesk solving and how is that benefiting you?** integration between multiple products such as FreshDesk and FreshService, will add the phone feature soon to consolidate services ### 34. Increase in Csat **Rating:** 4.0/5.0 stars **Reviewed by:** Koushik C. | Team Leader - Product Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2024 **What do you like best about Freshdesk?** Csat Surveys sent to the Customers t rate the Support **What do you dislike about Freshdesk?** Lack of few features , FRT Issues and on Call Support **What problems is Freshdesk solving and how is that benefiting you?** its a ticketing system where it will help to Connect with our customers and to Store the Data ### 35. Freshdesk is an intuitive platform that facilitates easy learning. **Rating:** 4.0/5.0 stars **Reviewed by:** Gracely T. | Lead Member Support Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk show you the amount of tickets per days, weeks, months about every agent. Ease implementation and ease to use. **What do you dislike about Freshdesk?** Freshdesk does not merge automatically the tickets that are from the same number. **What problems is Freshdesk solving and how is that benefiting you?** We can interact with the member with emails and calls ### 36. Good product with a complex licensing scheme **Rating:** 3.5/5.0 stars **Reviewed by:** Martin V. | Consultoría de logística, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Solve the ticket problem in a very efficient way **What do you dislike about Freshdesk?** Licensing is complex and unfriendly. Very basic things in premium models and things that are not justified in basic ones. Reporting is very poor; by trying to make it powerful, it becomes complex and unfriendly without access to simple results like the number of events per ticket or reports that easy. **What problems is Freshdesk solving and how is that benefiting you?** Ticket tracking at the help desk ### 37. Faster **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **What do you like best about Freshdesk?** It's very fast and easy to use, lot's of pernalizations **What do you dislike about Freshdesk?** Some limitations inside the automation part especially for follow-up tickets. Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break. **What problems is Freshdesk solving and how is that benefiting you?** It helps us manage tickets faster and whit ease. ### 38. Very near to the perfectly designed CRM Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Khushboo M. | Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2024 **What do you like best about Freshdesk?** Their wonderful features, ease of use, support and analytics **What do you dislike about Freshdesk?** Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions **What problems is Freshdesk solving and how is that benefiting you?** On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!! ### 39. We reduced first response time by 80% **Rating:** 4.0/5.0 stars **Reviewed by:** Laurs C. | Director of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** We use automations to do quick clean-up, and are better able to collaborate across teams. **What do you dislike about Freshdesk?** Not being able to change the TO field on a reply. **What problems is Freshdesk solving and how is that benefiting you?** Analytics - we're able to track our SLAs ### 40. Freshdesk is more convenient and user-friendly than most of the competitors out there. **Rating:** 4.0/5.0 stars **Reviewed by:** Eugene S. | Operations Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** Automation and user-friendly interface.. **What do you dislike about Freshdesk?** no automation for ticket merging, possibly because I haven't explored the possibility yet **What problems is Freshdesk solving and how is that benefiting you?** Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform ### 41. Works well for collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** Being able to collaborate on tickets nad being presented with a to-do list of tasks **What do you dislike about Freshdesk?** Keyboard shortcuts can bug out on occasion, New agent permissions default to global access **What problems is Freshdesk solving and how is that benefiting you?** Our IT team works out of it, using it as a central point of communication for all end users. This allows the IT team to track all issues and ensure enverything is resolved. It also allows archiving of previous resolutions for future reference ### 42. Good ticketing platform **Rating:** 4.0/5.0 stars **Reviewed by:** Julie C. | Director Of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Parent -chid ticketing permits team collaboration and a good overview of issue resolution progess **What do you dislike about Freshdesk?** No reporting on inhouse ticket creators. You can't track the number of tickets being created by an agent. **What problems is Freshdesk solving and how is that benefiting you?** Entry flow data and task management. ### 43. Freshdesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2025 **What do you like best about Freshdesk?** It help us support with out support system. raising tickets and handling user issues. we have integrated its bot in our webapp. **What do you dislike about Freshdesk?** There are frequent outage in freshdesk that needs to be improved. but overall its good. **What problems is Freshdesk solving and how is that benefiting you?** It help us to initialize support bot and solve the customer support related issue involving raising tickets and human agent in the loop. ### 44. Efficient and Simple **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** The ease of use, easy to implement and ticket automations **What do you dislike about Freshdesk?** There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations. **What problems is Freshdesk solving and how is that benefiting you?** Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well. ### 45. The best Helpdesk tool **Rating:** 4.0/5.0 stars **Reviewed by:** Maikel B. | Account Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Freshdesk?** Scaleble product and it is easy to use! **What do you dislike about Freshdesk?** I find it annoying sometimes that in the admin section you cant go back easily, you need to start the menu allo ver again **What problems is Freshdesk solving and how is that benefiting you?** it makes communicating with customers easy and clear ### 46. fresh desk rev iew **Rating:** 4.0/5.0 stars **Reviewed by:** Kiana M. | team lead, Small-Business (50 or fewer emp.) **Reviewed Date:** October 24, 2024 **What do you like best about Freshdesk?** it is simple to use and helpful. we love it has a company **What do you dislike about Freshdesk?** it's been hard for us to change our chat bot, but we are working on that **What problems is Freshdesk solving and how is that benefiting you?** its making it easy for us to keep in contact with our customers ### 47. The most used across the customer service industry **Rating:** 4.0/5.0 stars **Reviewed by:** G G. | Quality Lead, Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2024 **What do you like best about Freshdesk?** The reliability. I have hardly seen any downtime in Freshdesk. **What do you dislike about Freshdesk?** Some features are not very easy to use or easy to interpret **What problems is Freshdesk solving and how is that benefiting you?** Platform for seamless interaction with customers via chat and email. Easy integration of calling software like Ameyo, Ozonetel. ### 48. Great experience on usage **Rating:** 4.0/5.0 stars **Reviewed by:** Pravin B. | Subject Matter Expert over Legal Escalations, Cosmetics, Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Freshdesk?** It's very transparent and user friendly. Easy to access and find the insights. **What do you dislike about Freshdesk?** Unable to fetch who's the available agent and who turned ON their availability. **What problems is Freshdesk solving and how is that benefiting you?** It plays a major role to get interacted with our customers and to fetch the history of the interactions and communications. ### 49. A Great ticket management tool **Rating:** 4.0/5.0 stars **Reviewed by:** Ikbal A. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2024 **What do you like best about Freshdesk?** The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process. The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly. Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently. And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything. **What do you dislike about Freshdesk?** Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra. Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk addresses several key challenges for our team, primarily streamlining our customer support processes. Before implementing Freshdesk, we struggled with managing incoming support tickets efficiently, resulting in delayed responses and frustrated customers. With Freshdesk's intuitive ticketing system and automation features, we've been able to organize and prioritize incoming queries more effectively. It has not only improved customer satisfaction but also increased our team's productivity. Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations. ### 50. Excellent tool for customer service/support! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** It's very easy to keep track of things. The ticketing system is very handy and it's easy to customize settings for individual agents or groups. **What do you dislike about Freshdesk?** Editing a custom signature (specially a fancy layout with graphics) is a bit complicated. You basically have to create your signature elsewhere and just copy/paste it into freshdesk. **What problems is Freshdesk solving and how is that benefiting you?** Supporting our customers, managing customer requests and complaints. ## 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) - 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[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)