--- 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 **Vendor:** Freshworks **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 3,756 ## 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. 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 ### 2. Plug & play at its best **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2024 **What do you like best about Freshdesk?** Was up & running in a couple of days. We use the ticketing, bot and freshchat. Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity. **What do you dislike about Freshdesk?** Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless. **What problems is Freshdesk solving and how is that benefiting you?** Reducing response time. Reducing resolution time Tracking custromer flow issues by vintage and roadmapping for development to tech. Query deflection by bot has improved. Monitoring agent productivity. ### 3. Freshdesk the most helpful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ali D. | KYC Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** It has a good interface that is so friendly for anyone to use. It is easy to navigate and is really helpful for our day-to-day tasks. Freshdesk makes our daily work easier because of its unique features. **What do you dislike about Freshdesk?** I don't have that much thing to dislike about Freshdesk. So far so good. **What problems is Freshdesk solving and how is that benefiting you?** Queueing makes it easier to check which ticket needs to prioritize. Answering emails is easier to do because of its friendly interface. ### 4. 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. ### 5. 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. ### 6. 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. ### 7. 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. ### 8. Full featured ITSM tool **Rating:** 5.0/5.0 stars **Reviewed by:** Laurence H. | Head of Business Applications, Enterprise (> 1000 emp.) **Reviewed Date:** September 10, 2024 **What do you like best about Freshdesk?** Freshservice and Freshdesk are easy to configure, and the setup is easy to use and get you started very quickly with limited knowledge or help from Customer support. Over the years they have added many features that make Freshservice comparable to products such as ServiceNow **What do you dislike about Freshdesk?** I can't think of any dislikes; the company has matured considerably over the ten years I've used the product. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk allowed us to have one product for all our customer communications and replaced the three separate systems we used before for mail, phone, and chat. ### 9. Best tool for Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Abdul S. | Senior Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** January 16, 2025 **What do you like best about Freshdesk?** Easy to track tickets, SLA meet, KPI based on the Freshdesk tickets **What do you dislike about Freshdesk?** It's a bit slow when I add FreshDesk properties. **What problems is Freshdesk solving and how is that benefiting you?** Filling up the properties via AI ### 10. Product utilisation **Rating:** 5.0/5.0 stars **Reviewed by:** Syed Y. | Outsourcing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** You can increase the agent occupancy and utilisation and create multiple automations **What do you dislike about Freshdesk?** Nothing as such but updgradation on the version would help **What problems is Freshdesk solving and how is that benefiting you?** Reduction in the ageing of tickets ### 11. 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 ### 12. Using Freshdesk as KYC Analyst (Trust and Safety) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** Freshdesk is very convenient to use especially when processing out tickets in an everyday basis. All the interface in this tool are very easy to understand and use that'll result to a better KPIs for us. **What do you dislike about Freshdesk?** Everything is great for Freshdesk and for now, it doesn't need any improvement in terms of the overall interface and functions of the tool. **What problems is Freshdesk solving and how is that benefiting you?** We are using Freshdesk everyday to resolve customer concerns through email. We need to address their concerns regarding the minimum requirement before we can provide the best resolution in their concern. We also clarify some unnecessary information through email to provide the accurate response. ### 13. 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. ### 14. Easy UI management, Reduction in overall customer support cost by 30%. **Rating:** 5.0/5.0 stars **Reviewed by:** Nikunj B. | Product Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Cost is worth it. Freshdesh integration with Freshchat and other tools. Automation is possible for various use cases. **What do you dislike about Freshdesk?** Slow at times and UI can be better. Delay in messages should be fixed asap. **What problems is Freshdesk solving and how is that benefiting you?** All in one customer platform. We are using it for conversation support in app and it has helped us in reducing company costs ### 15. Use Freshdesk with no tension **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2024 **What do you like best about Freshdesk?** Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers. **What do you dislike about Freshdesk?** There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response ### 16. Excellent Tool for Streamlined Process **Rating:** 4.5/5.0 stars **Reviewed by:** Franz A. | KYC ANALYST, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2024 **What do you like best about Freshdesk?** Freshdesk keeps our support tickets organized, helps us respond faster, and saves time with automation while providing useful performance insights. **What do you dislike about Freshdesk?** At times, the interface is a bit slow with large ticket volumes, and some advanced features could use clearer guides **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps me manage KYC requests, prioritize urgent cases, and keep documents organized, making client communication faster and onboarding smoother. ### 17. Makes it easier to keep a track of productivity and easy to check real-time productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2025 **What do you like best about Freshdesk?** All kind of actions taken in a particular ticket. It gives a clear picture to take further action **What do you dislike about Freshdesk?** Any change in ticket fields impact all the groups. It should be limited to a group where changes are required **What problems is Freshdesk solving and how is that benefiting you?** It is hepful in communicating to the customer through emails. Keeping a track of productivity and each action of the particular ticket ### 18. Overall experience is good though a few functionalities still needs improvement **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 07, 2018 **What do you like best about Freshdesk?** Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations **What do you dislike about Freshdesk?** There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed **Recommendations to others considering Freshdesk:** User friendly tool that is handy for day to day usage specially in the B2C process **What problems is Freshdesk solving and how is that benefiting you?** We are able to exchange email communication relevant to the online travel support (back-end) process we cater to our customers and basis the queries our customers raise through email as a medium of exchange. ### 19. serves the purpose..... nothing special. same as zendesk but cheaper? **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Business Supplies and Equipment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about Freshdesk?** it serves its purpose that is built for. there's a dashboard for analytics of tickets.... beyond that nothing.... **What do you dislike about Freshdesk?** customer support are not local and sometimes can be hard to understand their accent. we tried using freshsales and it doesnt integrate with freshdesk which defeats the whole point of using same suite of products. data doesnt transfer and it's practically useless **What problems is Freshdesk solving and how is that benefiting you?** Tracking if all the tickets are attended to..... ticketing management for all our customers to make sure they are tracked and attended to. ### 20. Freshdesk freshening up my workplace **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle L. | Senior Marketing Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** The ticketing system is by far the best part! Keeps us all very organized! **What do you dislike about Freshdesk?** No dislikes that I can think of off the top of my head **What problems is Freshdesk solving and how is that benefiting you?** We used to be all over the place when tickets would come in but with freshdesks ticketing system we have resolved most all of those issues! ### 21. 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. ### 22. Easy to use, User Friendly and has a big impact on efficiency and productivity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 14, 2024 **What do you like best about Freshdesk?** Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests **What do you dislike about Freshdesk?** Repetitive prompt error. Exporting Data it includes the merged tickets and did not include the custom objects Too long to resolve the issue Maximum fields in ticket fields FSM App for field engineer limited and no measurement of SLA **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves several key problemsin our customer supports.It will benefit usto enhanced the worklo, saving time and helping us provide a betterexperience for our customers ### 23. 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. ### 24. Freshdesk_Feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2025 **What do you like best about Freshdesk?** Product capabilities, Automations, execute scenarios, Reporting and analytics **What do you dislike about Freshdesk?** 01. In Time trigger automations we dont have webhook option or of adding a public note on tickets. **What problems is Freshdesk solving and how is that benefiting you?** TIcket autoassignment made easy. Reporting made easy Third party app - Bulk light manager has helped in actioning tickets in bulk Automations helped us in reducing agent bandwidth by 25% ### 25. 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 ### 26. 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 ### 27. Works as an ATS **Rating:** 5.0/5.0 stars **Reviewed by:** Cristopher Adair U. | Talent Acquisition Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc **What do you dislike about Freshdesk?** It's kind of hard to have reports, data analysis **What problems is Freshdesk solving and how is that benefiting you?** We can manage a lot applicants that daily recieve and that's impact on our productivity ### 28. G2 Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** It's a great tool for monitoring the tickets and personalizing the reports from the WFM POV. I have been using Freshdesk for the last 6 years. **What do you dislike about Freshdesk?** We had latency issues frequently which were highlighted to the FD Support team and resolved. **What problems is Freshdesk solving and how is that benefiting you?** We are able to resolve the cx concerns quickly and reports personalising is easier ### 29. One of the most complete tools on the market **Rating:** 4.5/5.0 stars **Reviewed by:** Hugo M. | Support Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2024 **What do you like best about Freshdesk?** The ease of configuring and supporting the tool. As well as the variety of options and scenarios that the tool covers. It is possible to implement it in companies from different segments. **What do you dislike about Freshdesk?** The limitation to receive and apply information via API in Freshdesk. In addition to some limitations on field customizations. **What problems is Freshdesk solving and how is that benefiting you?** Automating flows that were previously performed manually. ### 30. Tracking requests made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2024 **What do you like best about Freshdesk?** We were looking for a solution to track reasons for inquiries to our customer service groups around the world. Freshdesk has made that easy and cost effective. Since adopting Fresdesk we have integrated with other systems to make Freshdesk the primary place our team spends their time, every day. **What do you dislike about Freshdesk?** We have had a few issues with getting new features up and running, at times, but support has been good to help us work through the difficulties we have experienced. **What problems is Freshdesk solving and how is that benefiting you?** Using to track reasons for inquiries from customers. ### 31. Great products, great support, and great team! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** The ability to keep track of tickets and response times. Great products. **What do you dislike about Freshdesk?** There are a lot of options - finding what works best for you can be tough. **What problems is Freshdesk solving and how is that benefiting you?** The ability to keep track of tickets and response to follow ups, without falling through the cracks. ### 32. A modern platform with many options and features **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** The diversity of available options, and the amount of automating processes you can apply. The support has always been quick and kind, and they're open minded and supportive. FreshDesk is quite easy to get used to in my opinion, especially once it has been set up. We use it daily, and we keep on integrating different applications and features into our portal. Overal I'm very content. **What do you dislike about Freshdesk?** The amount of features can be quite overwhelming. Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards. Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking. The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind. **What problems is Freshdesk solving and how is that benefiting you?** All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers. Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time. ### 33. Freshdesk has streamlined our operations and boosted customer satisfaction. Highly recommended! **Rating:** 4.5/5.0 stars **Reviewed by:** Janine A. | Trust and Safety Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Freshdesk?** It is user friendly and it's customizable options. Also, it has greatly improved our customer satisfaction. **What do you dislike about Freshdesk?** Although the interface is user-friendly, new users may still face a learning curve, especially with advanced features. **What problems is Freshdesk solving and how is that benefiting you?** It helps me enhanced customer satisfaction through timely response and makes tasks more organized and efficient ### 34. Five star experience **Rating:** 5.0/5.0 stars **Reviewed by:** Shareen K. | G2, Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Freshdesk?** Having easy access to daily, weekly, and monthly reports and databases allows me to track agent performance effectively. This helps me identify and address any agents who are underperforming. **What do you dislike about Freshdesk?** The ticketing system needs automation because agents are currently manually reviewing tickets that resemble each other. Automating this process to merge similar tickets would save time. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk captures the inputs added by agents in the ticketing system, which helps us track their daily performance and easily identify any errors made by the agents. ### 35. 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 ### 36. Review about Freshwork CRM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Freshdesk?** I like the analytics part it helps maintaining the operations and SLA like RT FRT. **What do you dislike about Freshdesk?** The intelling assign feature doesn't work always. It impacts overal average SLAs. **What problems is Freshdesk solving and how is that benefiting you?** Keep maintaing SLAs. Provide fast and quick resolution to customers via chat. With the help of data we were able to improve our operations. ### 37. Good ticketing tool that is user friendly and it is an easy to use or setup dashboard **Rating:** 4.5/5.0 stars **Reviewed by:** James F. | Client service specalist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2024 **What do you like best about Freshdesk?** Most helful with segregating tickets to different types of categories. **What do you dislike about Freshdesk?** You need to work on the reporting more better **What problems is Freshdesk solving and how is that benefiting you?** Solving confusions or missing out on emails, queue management ### 38. Disappointing Experience with Freshdesk Customer Support Software **Rating:** 0.0/5.0 stars **Reviewed by:** William O. | Co-Founder/CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Freshdesk?** This is the most basic helpdesk software and can do only the most basic things right. However for that price point, it should be doing much more than the basics. **What do you dislike about Freshdesk?** We recently had the opportunity to use Freshdesk for our company's customer support needs, and unfortunately, my experience was far from satisfactory. The software, which promised ease of use and efficiency, was clunky and not as intuitive as advertised. Navigating through the dashboard was a challenge, with essential features buried under confusing menus. The setup process was another area where Freshdesk fell short. It was supposed to be straightforward, but we encountered numerous issues, leading to delays in deployment. The customization options, which were a selling point for us, turned out to be quite limited and didn't allow us to tailor the experience as much as we needed. Customer service was another letdown. When we reached out for support, responses were slow, and on several occasions, the solutions provided did not resolve our issues. It felt as though their support team was not adequately trained on their own product. Moreover, the integration with other tools was problematic. Despite claims of seamless integration with a wide range of apps and services, we faced constant glitches and data synchronization issues that hampered our workflow. The pricing structure of Freshdesk also leaves much to be desired. While it appears competitive at first glance, the cost quickly adds up as you add essential features that are surprisingly considered add-ons. This felt misleading and contributed to our overall frustration with the product. In conclusion, our experience with Freshdesk was disappointing. The software did not meet our expectations in terms of usability, support, integration, and pricing. We've since moved on to another solution that better fits our needs. I hope this review helps others make a more informed decision. **What problems is Freshdesk solving and how is that benefiting you?** It was supposed to be a helpdesk for us. Frankly not working well at all. ### 39. Freshdesk has been a great tool for managing our customer support and ticketing system. **Rating:** 5.0/5.0 stars **Reviewed by:** Bolarinwa O. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2024 **What do you like best about Freshdesk?** The interface is simple and user-friendly, making it easy to get started without much of a learning curve. **What do you dislike about Freshdesk?** One challenge is the occasional lag when handling a high volume of tickets, which can slow down the team's workflow. **What problems is Freshdesk solving and how is that benefiting you?** Efficient Ticket Management Automation of Repetitive Tasks Improved Collaboration Better Insights and Decision-Making ### 40. 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 ### 41. 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 ### 42. Fantastic services and great support **Rating:** 4.5/5.0 stars **Reviewed by:** Louise G. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2024 **What do you like best about Freshdesk?** The ease of use and support from the team **What do you dislike about Freshdesk?** There is nothing that I dislike about using Freshworks **What problems is Freshdesk solving and how is that benefiting you?** Ease of submitting tickets and effective communication ### 43. A great solution at a great price **Rating:** 5.0/5.0 stars **Reviewed by:** Ben F. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Freshdesk?** Freshdesk has delivered a tremendous amount of functionality and features with a small price tag. Features such as canned responses or the AI powered "thank you detector" allow support agents to focus on solving customer problems rather than spending time doing administrative work. Additionally, robust automations and simple, yet effective tools such as ticket forms, ticket templates and scenario automations improve our resolution times and customer satisfaction. Freshdesk also has great training materials available for admins and agents, which made our initial setup significantly easier and faster. Finally, Freshdesk's API and integration tools make it very simple to build or connect apps to bring additional value to agents and customers alike. **What do you dislike about Freshdesk?** Freshdesk could do better with documentation. I've had a number of times when I've discovered inaccurate or outdated solution articles and have not been able to answer my questions by reading documentation. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving our customer support ticket needs. The benefit is primarily realized in increased efficiency and better experiences for our customers ### 44. Amazing product and better priced than most products **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle F. | Helpdesk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2024 **What do you like best about Freshdesk?** Ticketing and the ability to create some great automations **What do you dislike about Freshdesk?** Freshdesk - even though the automatations are good, they can be limited. **What problems is Freshdesk solving and how is that benefiting you?** All users and client raise tickets within Freshdesk and Freshservice. We use both products. ### 45. Easy to use and configure **Rating:** 5.0/5.0 stars **Reviewed by:** Tammy R. | Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshdesk?** I like that the software is easily configurable. **What do you dislike about Freshdesk?** I would like more features without having to have the more expensive package. **What problems is Freshdesk solving and how is that benefiting you?** The historical data we can maintain to assist in resolving new cases helps tremendously. The search function allows me to easily and quickly find comparable issues. They have recently added a new feature that will allow us to share internally with our developers that is a HUGE help! ### 46. It is very helpful for ticket that we get help in bulk resolved and close the ticket. **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul M. | Real Time Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2024 **What do you like best about Freshdesk?** Speed and bulk clouser, that we can resolved **What do you dislike about Freshdesk?** Nothing, all the feature are good in Fresdesk. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving us to send emails to the Customers on the mobiles. ### 47. Great support tools **Rating:** 4.5/5.0 stars **Reviewed by:** Quentin P. | Head of project, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** French desk helped earn in productivity it it Is Really, Easy to Use and to setup **What do you dislike about Freshdesk?** The Market Place Is Sometime a Bit buggy **What problems is Freshdesk solving and how is that benefiting you?** Helpdesk is helping us solve the documentation and te customer relationship ### 48. Well knowledge agents and devs **Rating:** 5.0/5.0 stars **Reviewed by:** Arun R. | Senior Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** FDK framework easy to use for dev. Easy to stimulate for testing. **What do you dislike about Freshdesk?** Freshchat documentation needs more content and examples. **What problems is Freshdesk solving and how is that benefiting you?** Able to address customer issue by raising tickets and ensuring the issue is not repeated by tracking it. ### 49. 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. ### 50. 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!! ## Freshdesk Discussions - [What are the different channels through which Freshdesk can support customers?](https://www.g2.com/discussions/what-are-the-different-channels-through-which-freshdesk-can-support-customers) - 1 comment, 2 upvotes - [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote - [*WARRNING* Freshdesk uses False Advertisement and Deceptive Business Practices](https://www.g2.com/discussions/warrning-freshdesk-uses-false-advertisement-and-deceptive-business-practices) - 1 comment, 1 upvote - [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) - 3 comments, 1 upvote - [What is the best way to use workflow automations?](https://www.g2.com/discussions/what-is-the-best-way-to-use-workflow-automations) - 1 comment, 1 upvote - [View Freshdesk pricing details and edition comparison](https://www.g2.com/products/freshdesk/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+04%3A40%3A07+-0500&secure%5Bsession_id%5D=2ce4c455-d9ae-482e-b0b4-57ba944ac4db&secure%5Btoken%5D=31b693c23907dc68b2866b2216189e9f648148bbbd6bcb6adb72d527d5340099&format=llm_user) ## Freshdesk Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Airtable](https://www.g2.com/products/airtable/reviews) - [Allegra](https://www.g2.com/products/allegra/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Atlassian Data Center](https://www.g2.com/products/atlassian-data-center/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure DevOps Labs](https://www.g2.com/products/azure-devops-labs/reviews) - [Bamboo](https://www.g2.com/products/bamboo-metrix-bamboo/reviews) - [Bitrix24](https://www.g2.com/products/bitrix24/reviews) - [Brevo Marketing Platform](https://www.g2.com/products/brevo-marketing-platform/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - [Exotel Customer Communication Platform](https://www.g2.com/products/exotel-customer-communication-platform/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Freshcaller](https://www.g2.com/products/freshcaller/reviews) - [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Gravity Forms](https://www.g2.com/products/gravity-forms/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [intalk.io](https://www.g2.com/products/intalk-io/reviews) - [Intuit Mailchimp Email Marketing](https://www.g2.com/products/intuit-mailchimp-email-marketing/reviews) - [IONOS 1&1 Domains and hosting](https://www.g2.com/products/ionos-1-1-domains-and-hosting/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [MightyCall](https://www.g2.com/products/mightycall/reviews) - [monday CRM](https://www.g2.com/products/monday-crm/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) - [PDQ Deploy & Inventory](https://www.g2.com/products/pdq-deploy-inventory/reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - [ServiceNow Connector](https://www.g2.com/products/servicenow-connector/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [SparkTG](https://www.g2.com/products/sparktg/reviews) - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) - [Telavox](https://www.g2.com/products/telavox/reviews) - [Textline](https://www.g2.com/products/textline/reviews) - [The CDC Solution](https://www.g2.com/products/the-cdc-solution/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [Unicommerce](https://www.g2.com/products/unicommerce/reviews) - [Unity](https://www.g2.com/products/unity/reviews) - [Webbtree Talent Discovery](https://www.g2.com/products/webbtree-talent-discovery/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [WordPress.com](https://www.g2.com/products/wordpress-com/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Freshdesk Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication - Multi-Channel Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Player Support Channels - Player Support Platforms** - In-Game Support - Multi-Channel Access - Self-Service Help Center **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring - Social Media Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Support Operations - Player Support Platforms** - Automated Resolution - Player Context - Case Management **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Social Media Integration - Survey/Poll Management - Live Chat - Real-Time Reporting - Support Ticket Tracking - Knowledge Base Management - Customer Complaint Tracking - Real-Time Notifications - Case Management - API - Collaboration Tools - Customizable Templates - AI Copilot - Data Import/Export - Interaction Tracking - Service Level Agreement (SLA) Management - Audit Trail - Issue Management - Real-Time Updates - Corrective and Preventive Actions (CAPA) - Access Controls/Permissions - Self Service Portal - Multi-Channel Management - Third-Party Integrations - Canned Responses - Email Management - Customizable Forms - Surveys & Feedback - Activity Dashboard - Prioritization - Routing - Support Ticket Management - Widgets - Chat/Messaging - Alerts/Escalation - Activity Tracking - SSL Security - Workflow Management - Quality Assurance - Feedback Management - Issue Tracking - Customizable Branding - Tagging - Customer Service Analytics - Assignment Management - Email Templates - Customizable Reports - Reporting/Analytics - Reporting & Statistics - Forms Management **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Freshdesk Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,733 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,450 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews)