What do users say about Freshdesk?

It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. Review collected by and hosted on G2.com.

The only thing I felt was not great is how child tickets are handled. Whenever a child ticket is created, it shows up as a separate ticket. If the child ticket could appear under the parent ticket instead, it would be much easier to manage and follow. Review collected by and hosted on G2.com.

Freshdesk helps me manage our emails and customer communication across platforms. I especially like the automations for sorting and routing: they catch specific words, send emails to the right person, and save the teams that use the platform hours of manual work. They also help us avoid having someone read every email just to decide where it should go, and let us use people’s skills in other areas of the business. I like that we can trigger automations with certain responses and create custom apps for our business, and that Freshdesk lets us explore what we can do within the platform. It also helps us report on team performance. The web form is very cool, and functionality-wise, Freshdesk serves its purpose. We’ve been using it for over a decade, and hopefully we’ll continue to use it. Review collected by and hosted on G2.com.

I find some limitations with HTML support. We’ve had to build custom apps around it, and the automations don’t support HTML-type content, which affects our plans for an auto email responder. I’d also like a lot more customization in reporting. Most of the system is fairly easy to use, but some parts feel overly complicated. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it streamlines customer support management. Creating, assigning, and tracking support tickets feels simple and clear, which helps teams stay organized and respond to customers more efficiently.

Its automation tools—like ticket routing, SLA management, and canned responses—save time and boost productivity. Freshdesk also integrates smoothly with other business tools, making it easier to handle customer interactions from a single platform.

Another standout area is reporting and analytics, which offer helpful insights into team performance and customer satisfaction. The platform is easy to pick up, and the onboarding experience is straightforward, so new users can become productive quickly.

Overall, Freshdesk is a dependable, feature-rich help desk solution that strengthens support operations and helps deliver a better customer experience. Review collected by and hosted on G2.com.

While Freshdesk is a capable customer support platform, there are a few areas where it could improve. Some advanced features—such as stronger automation, deeper analytics, and broader customization—are limited to higher-tier plans, which can drive up costs for growing teams.

For first-time users, the platform can also feel a bit overwhelming due to the sheer number of settings and configuration options. On top of that, certain reports and workflow customizations require additional setup before they fully align with specific business needs.

At times, the web interface may feel slightly slow when dealing with large ticket volumes or when loading more detailed reports. Expanding the AI capabilities and making more advanced features available in lower-tier plans would further improve the overall experience.

Even with these drawbacks, Freshdesk remains a reliable, user-friendly help desk solution that supports day-to-day customer service operations effectively. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it lets me manage customer support tickets efficiently in one place. The automation tools, ticket categorization, and the clear tracking of communication history make day-to-day work smoother and easier to follow. Overall, it helps our team stay organized and respond to customer requests faster, without losing track of ongoing conversations. Review collected by and hosted on G2.com.

What I dislike most about Freshdesk is that some features aren’t as flexible or customizable as I’d like. Setting up more advanced automations and workflows can feel complicated, and a few tasks end up requiring more manual effort than I expected. The reporting tools are another area that could be improved—they could be more intuitive to use and provide greater flexibility overall. Review collected by and hosted on G2.com.

You can see every single action, change, update that the users did (in "recent activity" or "Activities" when in a specific ticket) and it helps us keep track on what is going on with the cases (the follow-ups) and which users did what instead of reading all the notes and trying to deduce. Also, when creating the Canned responses, we are able to reply faster and within the same line. Also, it detects really fast and accurate when an email could be a scam or if we get notify for something that usually we do, it automatically uses the information stored to tag the ticket. (saves us some minutes!) It doesn't seem to slow down even when we have lots of notes, documents or other files which is practical when trying to have all of our documentation in one place. In other words, it has been very easy to use, Our new employees just need the basic training on"what si this button for" but it's a very friendly experience. Definitely worth the price Review collected by and hosted on G2.com.

When migrated from one Freshdesk to a new one, we couldn't have like a back-up or like send the old tickets to the new Freshdesk. It could have been really helpful considering the way we do our follow-ups But so far, so good! That was like 2 years ago Review collected by and hosted on G2.com.

I like that Freshdesk centralizes all customer service in one place, making it easier to manage requests from various channels. I also appreciate the various tools, besides tickets, like the webhook, which allows integration with legacy ticketing systems. This helps centralize everything on the Freshdesk platform, making service more efficient. Additionally, the intuitive interface and ease of initial setup make using Freshdesk more accessible for the team. I also consider the variety of services and fair pricing as positive factors compared to Zendesk. Review collected by and hosted on G2.com.

I think the webhook integration could be improved, especially when closing a ticket, making it easier to access the last message or file without needing a separate request. Review collected by and hosted on G2.com.

I really like Freshdesk's user-friendly interface. It makes it super easy for both admins and normal team members to have their own separate views. As a beginner, I find it extremely easy to use. The ability to tag issues with pre-made tags is handy, and the multiple formatting tools are really useful when responding to users quickly. Plus, the pricing is justifiable, which adds to its appeal. Review collected by and hosted on G2.com.

The round-robin feature in Freshdesk feels somewhat inadequate. We should be allowed to set loads of filters because each ticket type needs to be categorized separately—like emails, backend issues, and data team generated tickets. Currently, it’s quite haphazard; for instance, one person might get overloaded with emails while others get easier tasks like backend issues. Adding filters for round-robin would be beneficial. Also, the integration with Jira doesn’t work properly, which can be frustrating because it’s something we tend to rely on. Review collected by and hosted on G2.com.

We’ve found Freshdesk to be one of the easiest help desk tools to work with. It keeps support requests well organized without creating a lot of overhead. The interface is clean and intuitive, so new agents can get up to speed quickly, and the initial setup took very little effort on our end. Review collected by and hosted on G2.com.

Reporting and analytics feel a bit basic, and building flexible custom dashboards is harder than it should be. Omnichannel support is there, but overall, it lacks the depth and flexibility more complex support operations really need. Review collected by and hosted on G2.com.

I like that Freshdesk is very intuitive and that its tools allow me to manage and group information with different filters. I can quickly review a customer's ticket history and know who attended to it. I can also make queries through the API, extract information faster, and generate an Excel file. I like the follow-up I can give to the tickets and that customers can rate the agent's response. The initial setup was quite easy. Review collected by and hosted on G2.com.

I would like to have more options for editing text when drafting a ticket, because the field has very basic options. I would also like to be able to attach larger files and videos; several times we have had to upload them to Google Drive and share the link. Review collected by and hosted on G2.com.

HIPAA compliance and the powerful automation and webhooks features make it really useful for connecting to our medical records systems and custom software. The automation tools are really flexible and powerful, and easy to manage because every automation can be switch on or off, duplicated, and tested Review collected by and hosted on G2.com.

Freshdesk is packed with features which does make it a bit intimidating. There is a learning curve, and rolling it out to the team did take a lot of effort. Review collected by and hosted on G2.com.