--- title: Freshdesk Reviews meta\_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 3756 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: 3756 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Freshdesk Reviews & Product Details Visit Website 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. * * * Product Website Freshdesk Seller [Freshworks](https://www.g2.com/sellers/freshworks) Discussions [Freshdesk Community](https://www.g2.com/products/freshdesk/discuss) Languages Supported Arabic, Bulgarian, Catalan, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hebrew, Croatian, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified) Solution Type All-in-One Overview by Hitesh Patiyal Show More ## Pricing Pricing provided by Freshdesk. ### Freshdesk Email and Ticketing (Growth) $19.00 1 User per month billed annually Per Month [ View More Pricing Information ](https://www.g2.com/products/freshdesk/pricing) ## Freshdesk Integrations (60) What do users say about integrations? 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I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? We use Freshdesk to support our app users by resolving their questions and issues. We receive thousands of tickets per month, and it makes it easy to respond to all their questions. The canned forms and saved responses improve our consistency, efficiency, and accuracy. It has definitely helped us scale our support team and manage all the tickets. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications Small-Business (50 or fewer emp.) 5/11/2026 "Amazing Ticket Support Platform" 4.5/5 What do you like best about Freshdesk? I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Nothing. I feel it’s an excellent product for what it offers. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") AC Verified User in Computer Software Small-Business (50 or fewer emp.) 5/6/2026 "Clear Design, Great Support, and Strong Value" 4.5/5 What do you like best about Freshdesk? Clear design, easy navigation, good/sufficient feature set, continued development, great support, various integration options, stable performance, good price for value but we are also on an older plan Review collected by and hosted on G2.com. What do you dislike about Freshdesk? I'd love to see more options around the proactive outreach which we'd like to use more but it's limited in tracking the emails sent and would also be nice to be able to have a "template" for a group of contacts for outreach Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? It’s our centralized hub for customer inquiries, mainly on the support side. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Ghazanfar F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ghazanfar F.") GF Ghazanfar F. Sr. Process Associate Mid-Market (51-1000 emp.) 12/20/2025 "Boosts Ticketing Efficiency, Needs Better Automation" 4/5 What do you like best about Freshdesk? I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk to automate ticket alignment, boosting our productivity by letting us focus on solving IT issues instead of manual ticketing. The automation reduces manual workload, easily handling up to 300 tickets, which makes it an excellent ITSM tool. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerSource: Organic ![Maria Cecilia G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Maria Cecilia G.") MG Maria Cecilia G. quality manager Mid-Market (51-1000 emp.) 4/14/2026 "Intuitive Ticketing and Automation, Though Advanced Setup Can Be Tricky" 3.5/5 What do you like best about Freshdesk? What I like most about Freshdesk is how intuitive and user-friendly it is. It makes managing tickets, automating workflows, and collaborating across teams very straightforward, which improves overall efficiency without a steep learning curve Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Some advanced features in Freshdesk can be a bit complex to set up Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? template use and multiple projects Review collected by and hosted on G2.com. Show More 4/21/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite AS Amilcar S. CTO Small-Business (50 or fewer emp.) 3/5/2026 "Facilitate Customer Service with Efficiency" 5/5 What do you like best about Freshdesk? I like the simplicity of Freshdesk and its range of features. It is a complete system with ease of use and a low learning curve, which means all my agents can be more productive with less time for training and adaptation. Additionally, the initial setup was smooth, without issues. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Perhaps the way feedback reports are created. The team says it's not very intuitive and the reports could provide insights with less need for input. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk to control metrics, centralize support, and share knowledge. It is a complete and easy-to-use system, allowing my agents to be more productive with less training time. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller inviteAI Translated ![Amit S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Amit S.") AS Amit S. Member 12/18/2025 "Effortless Client Communication with Reliable Scalability" 4/5 What do you like best about Freshdesk? I’ve been using Freshdesk for a few years, and it's been a solid and dependable tool for handling support without adding unnecessary complexity. From a design and usability perspective, Freshdesk does a good job. The interface is clean, intuitive, and easy to onboard new team members onto. I really appreciate how flexible it is. As a freelancer, I used it to manage client queries and emails, and later, it scaled nicely with shared inboxes, automations, SLAs, and reporting as my agency grew. The automation features save a lot of time once set up properly—ticket routing, canned responses, and priority rules genuinely reduce manual work. The knowledge base is also helpful for common questions, especially when you want clients to self-serve. Pricing-wise, it’s fair for what it offers, especially for small teams and growing agencies. What I like most about Freshdesk is how easy it is to use while still being powerful. It keeps all client conversations organized in one place, and it scales smoothly as your team grows without feeling complicated or heavy. I really like how well Freshdesk balances simplicity with depth. The onboarding is quick, the knowledge base works great for reducing repetitive queries, and the collaboration features make it easy for the team to stay aligned without endless back-and-forth. It fits naturally into day-to-day workflows and doesn’t feel like a tool you have to fight with. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? A few things could definitely be improved. Some advanced features and customizations are locked behind higher plans, which can feel limiting for small teams. The reporting and analytics are powerful but not very intuitive at first, and the UI in certain sections feels a bit dated compared to newer tools. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk centralizes client communication, preventing missed follow-ups. It organizes support requests, improving tracking, prioritization, and timely responses. It scales with my team, ensuring standardized support from freelancing to running an agency. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite AP Anand P. Customer care executive Small-Business (50 or fewer emp.) 2/26/2026 "Clean Interface and Automation That Make Support Work Easier" 4.5/5 What do you like best about Freshdesk? Clean Interface and easy navigation make daily support work much less stressful, especially when handling multiple customer queries at once. The ticket automation, SLA management and knowledge base. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? TAT visibility is not very clear at times, which makes tracking response timelines slightly confusing. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk for official customer support work, mainly to handle health checkup queries, bookings, and report-related follow-ups. It helps me track tickets properly, stay professional, and respond to customers without missing any requests. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Aayush S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aayush S.") AS Aayush S. 12/16/2025 "Automation and Integrations Make Freshdesk a Winner" 4.5/5 What do you like best about Freshdesk? I use Freshdesk for all our customer support ticketing, and it makes it easy for customers to submit requests while allowing our team to collaborate on solutions. The self-service knowledge base is top-notch, offering excellent e-solutions. My favorite feature is the collision detection combined with automated ticket routing, which really solves our problems. I like the powerful automation tools best; they allow us to set up rules to automatically route tickets and send quick, consistent responses to common questions, drastically improving our team's speed and efficiency. I love the intuitive and clean interface, and I also loved the centralized ticket management, which integrates all channels to eliminate the chance of losing customer requests. The automation features are valuable because they handle repetitive, low-value work, so agents can focus their energy on solving complex customer issues. Freshdesk's ability to integrate with key tools like Salesforce, Slack, and Jira to keep our customer data consistent is also something we rely on heavily. The initial setup was easy and fast; we were able to get the core functionality up and running in just a couple of days. I would give it a 9 out of 10, as it offers the best balance of automation, making support teams faster and more organized. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? While we are happy with the core ticketing feature, there are a couple of areas for improvement like advanced reporting and analytics, Mobile App Experience, Ticket merging and deduplication. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk for managing customer support. It simplifies ticket logging and issue resolution, enhances team collaboration, and offers excellent self-service options. The automation features reduce repetitive tasks, allowing us to focus on complex issues, making our support team faster and more organized. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Ralph D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ralph D.") RD Ralph D. Customer Success Manager Small-Business (50 or fewer emp.) 7/9/2026 "User-Friendly UI, But Lacks an All-in-One Ticketing and CRM Experience" 2.5/5 What do you like best about Freshdesk? Its UI and UX are very user-friendly and intuitive, making the overall experience easy to navigate. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? It’s not complete. It doesn’t have everything in one place, so we have to manage tickets in Freshdesk and keep the CRM in Freshsales. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? The ticketing system and its integration with other software. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Thank You page ## Questions about Freshdesk? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Freshdesk ](https://www.g2.com/products/freshdesk/discussions/new) ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") G2 Verified User in Information Technology and Services • Last activity almost 4 years ago What are the different channels through which Freshdesk can support customers? 2 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/what-are-the-different-channels-through-which-freshdesk-can-support-customers) GU Guest User • Last activity about 2 years ago What is Freshdesk used for? 1 Upvote 4 [ Join the conversation ](https://www.g2.com/discussions/what-is-freshdesk-used-for) [ View all Discussions ](https://www.g2.com/products/freshdesk/discuss) ## Pricing Options Pricing provided by Freshdesk. ### Freshdesk Email and Ticketing (Growth) $19.00 1 User per month billed annually Per Month ### Freshdesk Omni (Growth) $29.00 1 User per month billed annually Per Month ### Freshdesk Email and Ticketing (Pro) $55.00 1 User per month billed annually [ View More Pricing Information ](https://www.g2.com/products/freshdesk/pricing) Freshdesk Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,016) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_64053aa8e6f62c8428f8fab92ee1c9d3/zoho-desk.jpg "Product Avatar Image") Zoho Desk 4.4/5(7,833) [ Compare Now ](https://www.g2.com/compare/freshdesk-vs-zoho-desk) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b34e5fb2190630dd5d5830f2b22fe140/fin.png "Product Avatar Image") Fin 4.5/5(3,901) [ Compare Now ](https://www.g2.com/compare/fin-vs-freshdesk) ##### ##### Freshdesk Features Platform Customization User, Role, and Access Management Reporting Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Communication Channels Customer Portal Email to Case Internal Use Customization [ View More Features ](https://www.g2.com/products/freshdesk/features) ## 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