--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3773 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: 3773 scale: '5' date_modified: '2026-09-26' 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:** 3,773 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## About Freshdesk Freshdesk (a product of Freshworks Inc.) helps customer service teams move from their first AI agent to AI-powered customer service, without a drawn-out transformation program. Freshdesk unifies channels, conversations, AI, and customer context into one place, so agents always have the full picture before responding. Ready-to-use AI agents understand intent, take action, and resolve requests across channels, not just route them. AI Copilot helps every agent work faster and with more confidence, and AI Insights turns service data into decisions instead of dashboards. Guided rollout and prebuilt templates mean teams can launch quickly and expand at their own pace, whether they're a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact—it delivers 60% improved agent productivity, a 97% first-contact resolution rate, and up to 80% of resolutions with AI agents. ## Freshdesk Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users love the **ease of use** of Freshdesk, making implementation and daily management effortless and efficient. (223 reviews) - Users appreciate the **ease of use** in Freshdesk, enabling quick management of tickets with minimal training. (158 reviews) - Users appreciate the **automation features** of Freshdesk, which streamline workflows and enhance focus on customer satisfaction. (122 reviews) - Users praise the **efficient ticket management** of Freshdesk, finding it easy to track and prioritize support requests. (117 reviews) - Users appreciate the **efficiency** of Freshdesk, as it simplifies ticket management and enhances productivity. (111 reviews) - Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (104 reviews) - Case Management (96 reviews) - User Interface (96 reviews) - Users value the **easy setup** of Freshdesk, praising its intuitive design and fast ticket handling capabilities. (88 reviews) - Time-saving (86 reviews) **What users dislike:** - Users feel that Freshdesk lacks essential **features such as live chat** , impacting its overall functionality and user satisfaction. (69 reviews) - Users find Freshdesk has **limited features** compared to competitors, particularly in customization and omnichannel capabilities. (62 reviews) - Users face **limited customization** options in Freshdesk, impacting their ability to tailor workflows and agent roles effectively. (58 reviews) - Users find **ticket management cumbersome** , needing features for automated follow-ups and facing performance issues during peak times. (55 reviews) - Users experience frustrating **slow loading** times, especially when adding ticket fields or updating user roles. (54 reviews) - Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. (51 reviews) - Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. (47 reviews) - Users find Freshdesk to be **expensive** , as essential features come with extra costs, leading to frustration. (45 reviews) - Lack of Features (45 reviews) - Slow Performance (44 reviews) ## Freshdesk Reviews ### 1. Overall a great product to manage tickets and templates **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Management Consulting | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 18, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** Complex features that allow for good ticket managing, workflows and setting up templates for different types of tickets. **What do you dislike about Freshdesk?** The interface is challenging at times to automate and scale, and isn't very AI friendly in terms of connectors to chatgpt or google gemini. **What problems is Freshdesk solving and how is that benefiting you?** Ticket queues, SLA tracking with reporting and escalation management. ### 2. A better fit for us than Zendesk **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** June 18, 2025 **What do you like best about Freshdesk?** 1. The natural language bot is good 2. The configuration options are endless 3. Easy, powerful integration with jira. **What do you dislike about Freshdesk?** 1. Confusing documentation as there's old and new versions available on the internet 2. Customer support can be slow to respond but they are helpful when they do **What problems is Freshdesk solving and how is that benefiting you?** The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot. ### 3. Easy to use and high support **Rating:** 4.5/5.0 stars **Reviewed by:** Hayder A. | I, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** June 26, 2025 **What do you like best about Freshdesk?** Highly supported team with most efficient ticketing system that can support your organization and give more satisfaction to your customer **What do you dislike about Freshdesk?** Nothing really bothering me, all features are fascinating **What problems is Freshdesk solving and how is that benefiting you?** Communication and ticketing ### 4. FreshDesk, the perfect system **Rating:** 3.0/5.0 stars **Reviewed by:** Samiullah S. | Developer Support Engineer, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** July 03, 2025 **What do you like best about Freshdesk?** Its search and classification. it has an easier interface **What do you dislike about Freshdesk?** i am not sure about the dislikes in freshdesk **What problems is Freshdesk solving and how is that benefiting you?** It has a good search and tickets optimization. ### 5. Fantastic to have freshdesk to ensure our clients are always connected to the right agents with ease **Rating:** 3.5/5.0 stars **Reviewed by:** Laura S. | CX Operations Leader, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 13, 2024 **What do you like best about Freshdesk?** The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently. **What do you dislike about Freshdesk?** Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving our problems of: Agent productivity Workload and capacity Sharing across internal teams This benefits us immensely as we need these sorted in order to properly function ### 6. Great option for mid-sized teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is always available via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times. **What do you dislike about Freshdesk?** There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impossible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously. **What problems is Freshdesk solving and how is that benefiting you?** FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7. ### 7. A new world for email management **Rating:** 5.0/5.0 stars **Reviewed by:** Vani S. | Customer Success Associate, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google One Tap using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 18, 2024 **What do you like best about Freshdesk?** What I like the most about FreshDesk is the proficiency it has brought into solving tickets that we get from customers on a daily basis, not only this, now we are able to analyze our performance as individuals, and as a team as well, besides that, the structured way of answering tickets is a big relief. **What do you dislike about Freshdesk?** Nothing really, FreshDesk is an absolute hit. **What problems is Freshdesk solving and how is that benefiting you?** FreshDesk helps me to manage my tickets, keep a more organized tap on the tickets, and then analyzing the performance of me and my team in the most convenient way I have ever experienced. ### 8. Freshdesk’s service, ease of managing knowledge repositories, and efficient ticket tracking **Rating:** 2.5/5.0 stars **Reviewed by:** Sahaya J. | Relationship Manager, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** What we appreciate about Freshdesk is:

1. Customer Service Support – We can reach out to them whenever we face an issue, ensuring help is always accessible.

2. Knowledge Repository Management – The ease with which we can manage and access information, streamlining our workflows.

3. Ticket Raising and Tracking – Simplified processes for raising tickets and tracking their progress, which helps us resolve issues efficiently. **What do you dislike about Freshdesk?** The main and only issue we’ve encountered with Freshdesk's service is the inconsistency in agent performance. There was one instance where I had a conversation with an agent, but he didn’t handle the issue properly. While it has only happened once so far, it still stands out as a concern. **What problems is Freshdesk solving and how is that benefiting you?** The ease with which we can manage and access information, streamlining our workflows. ### 9. Transforming Customer Support with Intuitive Features **Rating:** 3.5/5.0 stars **Reviewed by:** Sanjeev A. | Manager-Business Intelligence, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall. **What do you dislike about Freshdesk?** Moving forward, our focus will be on enhancing reporting and analytics through integration with a third-party BI tool for deeper insights and real-time monitoring which is not upto the mark as of now and this is our pain point **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall. ### 10. Great tool for a new MSP offering! **Rating:** 4.5/5.0 stars **Reviewed by:** Greg R. | Systems Engineer, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields. **What do you dislike about Freshdesk?** For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions. ### 11. All the necessary services in one place **Rating:** 5.0/5.0 stars **Reviewed by:** Guillermo M. | Servicio tecnico y administrador de sistemas, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **AI Translated:** This review has been translated from Spanish; Castilian using AI. **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** The best thing about Freshdesk is the amount of customization it offers. It is not just limited to creating tickets, but there are a ton of features that make them super easy to visualize and organize in this super clean interface, which greatly reduces the resolution time for them. **What do you dislike about Freshdesk?** At first, it is a bit tedious to incorporate and use, but this is normal in applications with so many features. However, after a few days, you get used to the system. **What problems is Freshdesk solving and how is that benefiting you?** Above all, it solves the need to use email as a method for tickets, which, no matter how much you use filters and aliases, will never be as organized as a dedicated application, apart from being able to apply agents and solutions that help a lot. ### 12. Simple and easy product with good features **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 19, 2021 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** Still same and we are able to achieve the tasks efficiently **What do you dislike about Freshdesk?** Ui is still the same which needs overhaul **Recommendations to others considering Freshdesk:** It's a decent tool with good enough features to track and manage status of tasks and tickets **What problems is Freshdesk solving and how is that benefiting you?** Candidate and hiring management system ### 13. Easy prioritization and overview of ongoing tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Spiros C. | Senior Technical Support Executive, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** I am using Freshdesk daily, it is the main tool that we use to reply to client's requests. We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues. With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15% **What do you dislike about Freshdesk?** Freshdesk has a useful AI tool called Fredy AI, but unfortunately it is available only on high-paying plans. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helped us to organize and prioritize the daily tickets for each agent to be focused solving issues that matter most. ### 14. What an amazing product! **Rating:** 4.0/5.0 stars **Reviewed by:** Garth J. | Customer Service Manager , Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** October 17, 2024 **What do you like best about Freshdesk?** I love how integrated everything is. We make use of the omnichannel platform which gives us access to Freshdesk, Freshcaller, Freshchat and even Freshsales. Freshworks has everything covered, from automation to canned responses to chats with custom flows. Freshworks makes it easy to work and have a productive work environment. **What do you dislike about Freshdesk?** Not much to add, apart from the fact that you cannot tag specific agents on a chat conversation using the omnichannel platform. This can be done is freshdesk and you can leave private notes in chats, so not a train smash. **What problems is Freshdesk solving and how is that benefiting you?** Having the ability to @ agents in a live chat conversation. Multiple improvements on freddy AI ### 15. Seamless Transition and Exceptional Support Freshworks Delivers Outstanding Service for Over 3 Years **Rating:** 5.0/5.0 stars **Reviewed by:** Sana Z. | Business Development Specialist, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 14, 2024 **What do you like best about Freshdesk?** We've been using Freshworks for over three years now, and it's been an excellent experience overall. The platform is easy to use and learn, thanks to a wealth of knowledge base videos and an intuitive interface. The transition from regular emails to Freshworks was seamless, and the onboarding team was incredibly supportive throughout the process. Their communication is great, and the reporting tools are top-notch. The account managers we've worked with have all been professional and amazing. I would highly recommend Freshworks for businesses looking to elevate their operations to the next level **What do you dislike about Freshdesk?** No 24/7 urgent contact line, which can be inconvenient for users in different time zones, like New Zealand. **What problems is Freshdesk solving and how is that benefiting you?** Prioritizing customer complaints and trying to resolve the issue within 3 responses. ### 16. Freshdesk - Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 22, 2025 **What do you like best about Freshdesk?** 1. Ease of use 2. Easy to set up and implement 3. 24/7 customer support and constant support from the account management team 4. I use it almost regularly like 5 days a week 5. It has almost all features and has omnichannel coverage across multiple platforms 6. Integrates easily with my current tech stack **What do you dislike about Freshdesk?** 1. High Pricing 2. AI is not very robust **What problems is Freshdesk solving and how is that benefiting you?** We use it for the customer support team ### 17. Very easy to implement. **Rating:** 4.0/5.0 stars **Reviewed by:** Damien C. | Product Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** Freshdesk's integration into our website was very easy. The scalability is also a big plus, allowing us to utilize more tools as we grow. **What do you dislike about Freshdesk?** The downside to Freshdesk is the troubleshooting. For easy questions, it's not a problem, but when you get to more in-depth issues, it can be daunting to find a solution. **What problems is Freshdesk solving and how is that benefiting you?** The biggest issues Freshdesk has helped solve is bringing our different support groups into one area. This allows us to easily pass tickets or chats from one person/group to another. The perk of a shared inbox is big as well. This ensures we are not duplicating tasks. ### 18. Best CRM and Sales software - Freshdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Micheal O. | IT System Administrator, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 29, 2024 **What do you like best about Freshdesk?** Well, I like a lot about Freshdesk. The most important thing I like about Freshdesk is that you can use the product for free and when you want more features you will have to pay but the features provided is enough to support customer related features. **What do you dislike about Freshdesk?** I don't like the mobile version. Notification is very slow on Mobile application **What problems is Freshdesk solving and how is that benefiting you?** I love their Customer Service Suite, Freshworks. For me the problem it is solving is the ability to manage my customer support and see how our business is performing when it comes to providing excellent customer support. ### 19. Great automations and Customer portal **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Workflow automation is super easy to set up and configure. Can get a bit tricky if it's not managed from the beginning as it can blow up quite easily once your service portal is updated. The ability to populate service catalogue is super easy. There are a lot of modules included in licensing. **What do you dislike about Freshdesk?** Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking. The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formatting (especially in knowledge base). **What problems is Freshdesk solving and how is that benefiting you?** Ticket management ### 20. Excellent help desk software **Rating:** 5.0/5.0 stars **Reviewed by:** Zachary W. | Client Success Manager, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 19, 2020 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** Ease of use, clarity of tickets, auto-responses, grouping tickets and simple implementation **What do you dislike about Freshdesk?** Some of the automations used to be a little tricky to configure but this has been improved with a software update. **What problems is Freshdesk solving and how is that benefiting you?** Improved customer service. We've used SSO to integrate with our own application so our customers are able to access our support services from right within Freshdesk. ### 21. Moving to Freshdesk - it’s been a great upgrade for our team **Rating:** 5.0/5.0 stars **Reviewed by:** Shaul G. | Head of Suppot, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team. **What do you dislike about Freshdesk?** So far I am satisfied, I received an answer to the gaps I had **What problems is Freshdesk solving and how is that benefiting you?** It’s convenient to design the support tickets in a way that helps analyze common issues in the future. Additionally, there’s an option to set security settings, allowing control over which customers can access certain files ### 22. Freshdesk is fantastic for customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan S. | Customer Service Expert - Chatbot, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 22, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to use, for both agents and customers. It has a large array of features, which continue to grow with every update. The support received from Freshdesk's customer service team has always been fantastic. **What do you dislike about Freshdesk?** Nothing at the moment, everything is to our liking. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has great analytics which helps us greatly with tracking trends in customer issues, we also make use of the Freshchat bot which helps reduce the need for agents to interact with every single customer query. ### 23. Freshdesk offers a "fresh" take on cutting edge customer service tools. **Rating:** 5.0/5.0 stars **Reviewed by:** Taryn F. | Software Solutions Specialist, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** December 05, 2024 **What do you like best about Freshdesk?** Freshdesk is very customizable, which is important for end customers. In addition to this, for a top tier product, Freshdesk is very affordable. **What do you dislike about Freshdesk?** Unfortunately, due to the wide range of capabilities and services, Freskdesk can be overwhelming to begin with. **What problems is Freshdesk solving and how is that benefiting you?** Affordable, customizable and both technical and sales support are just a few benefits to Freshdesk by Freshworks. Tradionally, CRM type products are extremely expensive, with very little support or skill. Freshdesk solves those issues. ### 24. Product does not seem to be working with Microsoft Accounts **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 19, 2021 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day. **What do you dislike about Freshdesk?** Only thing i dislike is that the AI add on is extreamly expensive for what it is. I hope they get the price lower. **What problems is Freshdesk solving and how is that benefiting you?** We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally. ### 25. User friendly interface and excellent client support system **Rating:** 5.0/5.0 stars **Reviewed by:** Robiulawal A. | Team Leader, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** October 28, 2024 **What do you like best about Freshdesk?** I love the kind of response I have got everytime from the freshworks team, especially their Customer Success Managers. On top of that, the interface for all the roles, be it an agent, supervisor or Admin is very user friendly and easy to understand. **What do you dislike about Freshdesk?** Latency if connected of a it slow internet connection which can be optimized. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk have solved my challenges with integrations by providing a long list of inbuilt app such as Jira Integration, Freshchat, slack etc. This has helped me to save a lot of cost for technology ### 26. Great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform. **What do you dislike about Freshdesk?** They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet. **What problems is Freshdesk solving and how is that benefiting you?** Email, chat, text, and phone support ### 27. We have been working with freshwork since 7 years and this helped us to improve our customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Pratik Y. | Assistant Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 09, 2024 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** Very easy to handle and the support team is very consistent and efficient. **What do you dislike about Freshdesk?** Nothing as such found as we are using this for more than 5+ years **What problems is Freshdesk solving and how is that benefiting you?** This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%. ### 28. Freshdesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Muayad A. | Associate product manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** January 09, 2025 **What do you like best about Freshdesk?** Chat bot support, automation, tickets customization flexibility **What do you dislike about Freshdesk?** Customer satisfaction survey, analytics. **What problems is Freshdesk solving and how is that benefiting you?** Tracking customer contact reasons and deflecting incoming customer contacts. It benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience ### 29. Great tool for email management with Room for Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Prince G. | Sr. Manager, Operations, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively. Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration. We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries. **What do you dislike about Freshdesk?** While Freshdesk is effective for email management, there are several areas that could benefit from improvement: a. Fonts – The available font options are quite basic, with limited customization possibilities. b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size. c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency. d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights. e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses. f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions. g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow. **What problems is Freshdesk solving and how is that benefiting you?** Email management over shared inboxes with multiple users ### 30. Okay on a small scale **Rating:** 2.0/5.0 stars **Reviewed by:** Kaley W. | Data Analyst, Regulatory Affairs and Quality Assurance, Computer Software, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks. **What do you dislike about Freshdesk?** After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services. Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier. **What problems is Freshdesk solving and how is that benefiting you?** Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup. ### 31. User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Krishna S. | Senior Manager, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** November 20, 2024 **What do you like best about Freshdesk?** The platform is intuitive, making it easy for agents and admins to navigate and perform tasks efficiently. **What do you dislike about Freshdesk?** For businesses with a high volume of tickets or extensive customer data, users sometimes report slower system performance or lag. **What problems is Freshdesk solving and how is that benefiting you?** Consolidates tickets from various channels (email, chat, phone, social media) into a single platform, reducing confusion and ensuring no query is overlooked AND Automates repetitive tasks like ticket assignment, canned responses, and SLA reminders, streamlining workflows and boosting agent efficiency. ### 32. A CRM Feature-Rich Product with Great Value and Cost Effective **Rating:** 4.0/5.0 stars **Reviewed by:** Vaithianathan D. | Sr. Technical Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 17, 2024 **What do you like best about Freshdesk?** The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications. **What do you dislike about Freshdesk?** One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button. **What problems is Freshdesk solving and how is that benefiting you?** We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests. ### 33. Really pleased with the Freshworks. Amazing support and service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 24, 2024 **What do you like best about Freshdesk?** The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts. When we require support, we receive prompt responses and resolutions. **What do you dislike about Freshdesk?** I do not find any dislikes about the product itself, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually. I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk. **What problems is Freshdesk solving and how is that benefiting you?** Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support. ### 34. Sandeza doing Seamless integration with Freshworks Product **Rating:** 5.0/5.0 stars **Reviewed by:** Bharath R. | Senior Software Engineer, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Freshdesk brings all customer interactions whether they're through email, chat, phone, or social media into a single, unified view. This makes it easy for support agents to track and respond to inquiries without jumping between multiple tools. Freshdesk give straight forward documentation for Integration. **What do you dislike about Freshdesk?** We are unable to increase the Freshdesk CTI location widget width side **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving several key problems faced by businesses when it comes to customer support, and its solutions deliver significant benefits across teams and organizations. ### 35. Amazing tool for Reporting an Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Aaleti Y. | Business Analyst 1, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** November 21, 2024 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshdesk?** The feasibility of automation without the engineering intervention and helps in reducing the time taken to complete any task related to report **What do you dislike about Freshdesk?** Did not find anything as of now because they offer services based on the subscription **What problems is Freshdesk solving and how is that benefiting you?** Time taken before for any report is reduced by 40% ### 36. Works great to record and for us to respond to user issues. **Rating:** 4.5/5.0 stars **Reviewed by:** Todd E. | Project Manager, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting. **What do you dislike about Freshdesk?** Deep, technical reporting is quite weak. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker. **What problems is Freshdesk solving and how is that benefiting you?** It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements. ### 37. Great User Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Zain F. | Team Lead, Consumer Services, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** January 17, 2025 **What do you like best about Freshdesk?** Analytics, allowing me as a TL to keep a check on individual performance **What do you dislike about Freshdesk?** Nothing really, the interface is easy to use. **What problems is Freshdesk solving and how is that benefiting you?** allowing us to receive feedback from our customers, as well as allowing us to resolve the issues in a timely and proficient manner ### 38. FreshDesk at CASHe (Bhanix Finance and Investment Ltd) for audit purpose. **Rating:** 5.0/5.0 stars **Reviewed by:** Mithun D. | Vice President & Head - Internal Audit & Control, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** I head Internal Audit and Controls at CASHe and customer queries, complaints are a part of our monthly review. Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise. **What do you dislike about Freshdesk?** At times I find that the communication is not sequential. **What problems is Freshdesk solving and how is that benefiting you?** All customer queries from multiple channels (email, chat, social media, phone) are consolidated into a single platform makes it easier for us as Auditors to review ### 39. A User-Friendly Ticketing Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Bhavik A. | Customer Service Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** February 04, 2025 **What do you like best about Freshdesk?** User-Friendly, multiple automation options, easy to integrate **What do you dislike about Freshdesk?** detailed product training not available due to which user cannot make use of the tool effectively **What problems is Freshdesk solving and how is that benefiting you?** Categorizing the incoming tickets, multiple automation helped to reduce the manual efforts ### 40. Freshdesk: Features, Pros, and Cons **Rating:** 4.5/5.0 stars **Reviewed by:** Karun J. | Operations Manager, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** Particularly its focus on enhancing productivity and simplifying reporting **What do you dislike about Freshdesk?** While Freshdesk does provide the ability to generate and schedule reports, the delay in receiving them via email can hinder immediate access to critical data. Direct report downloads within the platform would indeed be a more efficient option **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk excels at providing email support and managing customer interactions through its shared inbox feature. Here's how it helps streamline email support and improves tracking ### 41. Easy to use and reliable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 08, 2025 **What do you like best about Freshdesk?** Freshdesk allows users to automate repetitive tasks, set up workflows **What do you dislike about Freshdesk?** Analytics provided by freshdesk, not happy the detailing. **What problems is Freshdesk solving and how is that benefiting you?** Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity. ### 42. Saved us during Covid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Easy to configure. All in one software for phone, chat, and tickets. All cloud based. Excellent support and dev staff. Quick support. Easy to build out and quickly integrate with other systems. Our ticket volume increased by 800% during covid and Freshdesk allowed us to handle all of those tickets on a daily basis. They offer an app store that integrates easily with other providers such as AI solutions. **What do you dislike about Freshdesk?** Being easy to configure, sometimes it has limited changes that can be made. Sometimes reporting can be limited **What problems is Freshdesk solving and how is that benefiting you?** We were using a shared inbox that wasn't effective at supporting our customers. We also had no ability to work remote and Freshdesk solved both of those issues ### 43. The best platform for tickets and organization **Rating:** 4.5/5.0 stars **Reviewed by:** Tanir V. | Excecutive Helpdesk Management, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** February 12, 2025 **What do you like best about Freshdesk?** The best things in Freshdesk are the dashboards and reporting, ease of use, and customer support. **What do you dislike about Freshdesk?** Perhaps the cost to use the platform could be better. **What problems is Freshdesk solving and how is that benefiting you?** Follow clients' cases ### 44. Great automation capability **Rating:** 4.5/5.0 stars **Reviewed by:** Glen E. | Director of Enterprise Support, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** Freshdesk has some wonderful automation tools. We have increased productivity by nearly double with some of our largest support teams. **What do you dislike about Freshdesk?** Freshdesk is behind in some of the AI tools that other companies have. The gap is closing, though. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is giving us a knowledge base and tools that direct people to it. We want our customers to self-serve as much as possible. Case deflection is a big deal to us as we scale. ### 45. Ease of use and system integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms. I have used quite a few other helpdesk platforms and FreshDesk is by far easier to use. I also like the fact that FreshDesk has more features than other providers from what I have seen. **What do you dislike about Freshdesk?** Support. When logging a ticket for support, I am asked to book time with a support personal and it's almost always: 1) The next day 2) The available time in their calendar is after hours my time. I feel that if I log a ticket e.g. 10am this morning, I need to get support the same day and within my time zone. It's not my problem if support is e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone. **What problems is Freshdesk solving and how is that benefiting you?** Linking business and admins using a robust helpdesk platform. Works really well. ### 46. Explore the Benefits of Freshworks Customer Service Suite **Rating:** 4.5/5.0 stars **Reviewed by:** Ramiz R. | Project Manager , Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 22, 2024 **What do you like best about Freshdesk?** Freshworks Customer Service Suite is one of the heavy hitters in the packed customer service software market. There are plenty of good reasons you might choose Freshdesk: it offers a simple user interface, versatile feature set and is backed by excellent customer service. There is still room for improvement, advanced analytics and customization are two areas that require more work but the entire package has been working very well. Whether you are looking for an all-purpose or dependable customer service, Freshworks is a something to ponder about. **What do you dislike about Freshdesk?** Freshworks Customer Service Suite offers many benefits but there are still a couple of areas where the platform might not work out for some customers : In general, Freshworks Customer Service Suite is a comprehensive solution that should work well for most businesses — but these areas might be even more crucial to you individually in your particular use case. **What problems is Freshdesk solving and how is that benefiting you?** Freshworks Support Suite resolves a number of issues in customer service management and offers several advantages to users. Freshworks Customer Service Suite solves the issues mentioned in this article which, when managed effectively can be beneficial and aids customer service management for any business / organisation leading to increased efficiency among support teams, higher levels of satisfaction from customers and a better performance overall. ### 47. Transformed our customer support and an improvement on other systems which implemented before **Rating:** 4.5/5.0 stars **Reviewed by:** Richard C. | Director of Global Support, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 21, 2024 **What do you like best about Freshdesk?** Integrated phone call system is one of the key reasons we purchased Freshdesk and Freshcaler. There are also lots of time-saving features, easy to configure automations, and plenty of good add-ons apps. I've implemented Jira Service Desk, Hornbill, and others before, and although implementation consultancy could have been better, once live, it transformed our ability to monitor how we are delivering to customers, and enabling a global team to work on the same software product support tickets together. We specified a custom app to integrate with our product development team's Jira, and now Freshdesk have released an app which does the same thing! During evaluation it beat ServiceNow on some criteria, and over all the evaluation scores came out similar, but Freshdesk/Freshcaller much better value for money **What do you dislike about Freshdesk?** A number of minor dislikes e.g. it's not possible to create a report which mixes ticket, CSAT, and Freshcaller phone stats. Some ticket view columns can't be resized, agents can't be shown without Group, we had to use some workarounds to achieve what we needed to for SLAs. **What problems is Freshdesk solving and how is that benefiting you?** Enabled SLA management for different products, geographies, tiers, and has meant that we are achieving solving customers issues within SLA nearly 100% of the time :-) ### 48. Happy customers as our productivity and efficiency have significantly increased **Rating:** 5.0/5.0 stars **Reviewed by:** Alicia D. | Coördinator Customer Service, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** easy to use, knowledge base incorporated for easy searching on themes. Automations for recurrent mails. Creation of groups for tickets on subject, ideal for a company like ours with a vast assortment. **What do you dislike about Freshdesk?** Translate Buddy is not easy to use, could be better/faster. We use external translator now. **What problems is Freshdesk solving and how is that benefiting you?** Oversight, ticketing and labeling made easy. Measuring productivity and other analyses to improve our services towards customers. All necessary information gathered in one place = knowledge base ### 49. Easy to use service management software **Rating:** 5.0/5.0 stars **Reviewed by:** Donna A. | Database Administrator, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise. **Reviewed Date:** December 17, 2024 **What do you like best about Freshdesk?** The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great. **What do you dislike about Freshdesk?** Not a great deal of choice in regard to font and layout options in the call logs. **What problems is Freshdesk solving and how is that benefiting you?** Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets. ### 50. Flexible scalable affordable CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Q. | Operations Manager, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful. **What do you dislike about Freshdesk?** There are some limits to applying rules under some circumstances but there are work arounds. I would like to be able to set a rule to alert the last agent that held ownership of a ticket for instance but there is no way to do this at the moment. **What problems is Freshdesk solving and how is that benefiting you?** We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency. ## 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=9&sc=on§ion=pricing&secure%5Bexpires_at%5D=2026-09-27+16%3A13%3A42+-0500&secure%5Bsession_id%5D=051ed979-6a83-4c2a-80c3-319d1b92eacb&secure%5Btoken%5D=e1eba101920904fda20373e5a57633e19e41e2963c68eb55734b3840f5f15740&format=llm_user) ## 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 (3,750 reviews) - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,457 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,254 reviews)