Generated from real user reviews
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Verified User
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Streamlines Support with Powerful Automation and Flexible Workflows"
What do you like about Freshdesk?
What I like most about Freshdesk is how it simplifies customer support operations by bringing ticket management, customer inquiries, and team collabor
Verified User
Mid-Market (51-1000 emp.)
3.5/5
"Easy Customer Communication, but Email Needs an Undo Button"
What do you like about Freshdesk?
I use Freshdesk for customer service, and it makes it easy for me to communicate with customers. I like the navigation and value the email feature.
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Verified User
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Streamlines Support with Powerful Automation and Flexible Workflows"
What do you like about Freshdesk?
What I like most about Freshdesk is how it simplifies customer support operations by bringing ticket management, customer inquiries, and team collabor
Swetha Raju G.
Mid-Market (51-1000 emp.)
4.5/5
"Faster, Easier Customer Issue Resolution with Clear, Well-Structured Responses"
What do you like about Freshdesk?
It helps me solve customer-related concerns more easily and faster, with a clear and well-structured sentence.
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Subham Kumar S.
Small-Business (50 or fewer emp.)
4.5/5
"Seamless Ticketing with Powerful Automations and a Clean, Intuitive UI"
What do you like about Freshdesk?
Freshdesk is easily the best ticket management system I’ve used so far. It works seamlessly, and the workflow automations are a huge help for day-to-d
Vivek K.
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Review: A Reliable and User-Friendly Customer Support Solution"
What do you like about Freshdesk?
its user-friendly interface, efficient ticket management, and automation features. It makes it easy to track and resolve customer queries, collaborate
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Pham N.
Small-Business (50 or fewer emp.)
4.5/5
"Lightweight, Feature-Rich Helpdesk That’s Fast to Set Up"
What do you like about Freshdesk?
Freshdesk is a lightweight helpdesk solution that’s easy and quick to set up, yet it still comes with most of the features a helpdesk needs.
Verified User
Mid-Market (51-1000 emp.)
4.0/5
"Easy-to-Use Ticketing, but Related-Ticket Search Falls Short"
What do you like about Freshdesk?
I find Freshdesk quite user-friendly, and it helps me keep my tickets aligned. The initial setup was quite easy.
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Verified User
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Streamlines Support with Powerful Automation and Flexible Workflows"
What do you like about Freshdesk?
What I like most about Freshdesk is how it simplifies customer support operations by bringing ticket management, customer inquiries, and team collabor
Nosheen M.
Mid-Market (51-1000 emp.)
4.5/5
"Keeps All My Tasks in One Place and on Track"
What do you like about Freshdesk?
It helps me keep my tasks in one spot, and know what I have to work on and what I have already done.
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Bhoomika M.
Mid-Market (51-1000 emp.)
3.5/5
"Friendly UI Keeps Support Organized, but AI Summaries Miss Context"
What do you dislike about Freshdesk?
I think Freshdesk’s AI feature could be improved. Sometimes, when a conversation had 200+ messages, the AI-generated summaries weren’t accurate enough
Verified User
Enterprise (> 1000 emp.)
4.0/5
"Very Easy to Use and Works Perfectly for Its Intended Use Cases"
What do you dislike about Freshdesk?
Their data and analytics are often inaccurate, and it ends up giving us the wrong information. Pricing also feels on the higher end.
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James R.
Small-Business (50 or fewer emp.)
4.5/5
"Easy Interface That Elevates Customer Service"
What do you dislike about Freshdesk?
Quite slow in loading and accessible sometimes
Manish C.
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Keeps Tickets Organized and Saves Time with Automation"
What do you dislike about Freshdesk?
At times, Freshdesk can feel a bit slow or laggy, especially when handling multiple tickets at once. Some features take a few extra clicks to access,
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Verified User
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Streamlines Support with Powerful Automation and Flexible Workflows"
What do you dislike about Freshdesk?
One thing I dislike about Freshdesk is that some customization options can be quite limited or complicated, especially when configuring ticket fields,
Vivek K.
Small-Business (50 or fewer emp.)
5.0/5
"Freshdesk Review: A Reliable and User-Friendly Customer Support Solution"
What do you dislike about Freshdesk?
One thing I dislike about Freshdesk is that some advanced features can be difficult to navigate, and customization options can feel limited.
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Pham N.
Small-Business (50 or fewer emp.)
4.5/5
"Lightweight, Feature-Rich Helpdesk That’s Fast to Set Up"
What do you dislike about Freshdesk?
The newest Freshdesk Omnichannel includes unified admin settings for both chat and ticketing, but it comes at an extra cost. In the legacy version, ch
Verified User
Enterprise (> 1000 emp.)
4.0/5
"Very Easy to Use and Works Perfectly for Its Intended Use Cases"
What do you dislike about Freshdesk?
Their data and analytics are often inaccurate, and it ends up giving us the wrong information. Pricing also feels on the higher end.
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Rahul B.
Small-Business (50 or fewer emp.)
5.0/5
"Easy Setup, Organized Support—Cluttered Interface"
What do you dislike about Freshdesk?
I find Freshdesk’s interface can feel cluttered, and simpler navigation might work better.
Verified User
Small-Business (50 or fewer emp.)
4.0/5
"All Our Support in One Place, Easy for the Team"
What do you dislike about Freshdesk?
It could have a cleaner user interface .
Very easy to use. Our company has been using it for 12 years. Review collected by and hosted on G2.com.
The reporting could be a bit more advanced, similar to Zendesk. Review collected by and hosted on G2.com.
Really clean, simple layout and easy to manage a team. Review collected by and hosted on G2.com.
AI functionality is fairly limited, and there are a few key features and metrics that aren't available. Review collected by and hosted on G2.com.
I like how easy it is to navigate freshdesk and the support articles are very good. Review collected by and hosted on G2.com.
Lack of some automation events makes it difficult to create and implement complex automations. Review collected by and hosted on G2.com.
Customer support is easy to reach, and the platform is user-friendly—there’s no need for formal training to get started. Review collected by and hosted on G2.com.
Nothing so far. Need more time to be accustomed on how to use bots and other AI tools. Review collected by and hosted on G2.com.
I use Freshdesk for customer support, and I like that missed calls are lessened because we have the option to accept or decline calls. I also appreciate the easy access it provides, especially since no VPN is needed. All tickets are organized, and most importantly, everything is recorded. These features help us associate properly with our customers. The initial setup was very easy to process. Review collected by and hosted on G2.com.
I hope that we can automatically assign calls to ourselves instead of them being assigned to other colleagues. Review collected by and hosted on G2.com.
Freshdesk is easy to use and helps manage customer queries efficiently. I like how it keeps all tickets organized in one place, making it simple to track issues, collaborate with teams, and provide timely support to customers. Review collected by and hosted on G2.com.
"Sometimes Freshdesk can be a bit slow when loading tickets, and finding specific information across multiple tickets can take extra time. Some features also require several clicks to access, which could be streamlined for a smoother experience." Review collected by and hosted on G2.com.
I love that Freshdesk is easy to get started with. I also appreciate the ability to plug in for technical actions or retrieve information in bulk, which is very convenient. Their tool for creating tracking dashboards is also very easy to use. Review collected by and hosted on G2.com.
I have some issues with Freshdesk. I wish it would better detect duplicate tickets. It also lacks the ability to create tracking dashboards directly on the platform to know which tickets to prioritize, which would be very practical. The tracking of ticket opening rates could be improved, and having a way to retrieve an NPS once a response is provided would be a real plus. Review collected by and hosted on G2.com.
Freshdesk has a fairly smooth learning curve, and it’s a strong platform even for first-time CRM users. Review collected by and hosted on G2.com.
The option to connect to social media is tricky Review collected by and hosted on G2.com.
Simple and intuitive, I like the automations that help to streamline processes and the integrations with other apps such as Slack so that the whole team can be notified. Review collected by and hosted on G2.com.
I would like more customization with the dropdowns on the sidebar. Review collected by and hosted on G2.com.
Our daily ticket turnaround time dropped noticeably once we moved our queue here. The automation rules handle routing without fuss, and the canned responses save our agents a ton of repetitive typing. It packs plenty of depth under the hood without overwhelming new hires during onboarding, which made getting the team up to speed surprisingly painless. Review collected by and hosted on G2.com.
Once you start stacking multiple integrations and custom ticket fields, the main dashboard gets visually noisy fast. The backend admin settings feel somewhat fragmented, building out multi-step automation workflows or hunting down specific configuration toggles takes far more clicks than it should, making routine system maintenance a bit of a headache. Review collected by and hosted on G2.com.