I like the ease of management between users and agents that Freshdesk offers. The personalized portal for users to raise a ticket and report an incident really makes them feel more heard when doing so. Additionally, the initial setup of Freshdesk was very simple. Review collected by and hosted on G2.com.

Probably the management of user rating for the agent who handled the ticket is not well standardized or implemented. Review collected by and hosted on G2.com.

Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions. Review collected by and hosted on G2.com.

Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed. Review collected by and hosted on G2.com.

I use Freshdesk for our support team, and it's a really user-friendly and efficient tool. The automation feature is something I really like because it has sorted out the processes and keeps everything organized. The search option is incredibly easy to use and very useful; I can literally search a 5-year-old ticket in seconds. Also, it was easy to set up. Freshdesk has made life easy by storing everything in one place and offers easy report making and automations that streamline the process. Review collected by and hosted on G2.com.

The user interface changes very frequently; it would be great if we stick to the one. Changing the text frequently. Review collected by and hosted on G2.com.

I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward. Review collected by and hosted on G2.com.

I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise. Review collected by and hosted on G2.com.

I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great. Review collected by and hosted on G2.com.

Nothing. I feel it’s an excellent product for what it offers. Review collected by and hosted on G2.com.

Clear design, easy navigation, good/sufficient feature set, continued development, great support, various integration options, stable performance, good price for value but we are also on an older plan Review collected by and hosted on G2.com.

I'd love to see more options around the proactive outreach which we'd like to use more but it's limited in tracking the emails sent and would also be nice to be able to have a "template" for a group of contacts for outreach Review collected by and hosted on G2.com.

I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users. Review collected by and hosted on G2.com.

I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent. Review collected by and hosted on G2.com.

What I like most about Freshdesk is how intuitive and user-friendly it is. It makes managing tickets, automating workflows, and collaborating across teams very straightforward, which improves overall efficiency without a steep learning curve Review collected by and hosted on G2.com.

Some advanced features in Freshdesk can be a bit complex to set up Review collected by and hosted on G2.com.

I like the simplicity of Freshdesk and its range of features. It is a complete system with ease of use and a low learning curve, which means all my agents can be more productive with less time for training and adaptation. Additionally, the initial setup was smooth, without issues. Review collected by and hosted on G2.com.

Perhaps the way feedback reports are created. The team says it's not very intuitive and the reports could provide insights with less need for input. Review collected by and hosted on G2.com.

I’ve been using Freshdesk for a few years, and it's been a solid and dependable tool for handling support without adding unnecessary complexity. From a design and usability perspective, Freshdesk does a good job. The interface is clean, intuitive, and easy to onboard new team members onto. I really appreciate how flexible it is. As a freelancer, I used it to manage client queries and emails, and later, it scaled nicely with shared inboxes, automations, SLAs, and reporting as my agency grew. The automation features save a lot of time once set up properly—ticket routing, canned responses, and priority rules genuinely reduce manual work. The knowledge base is also helpful for common questions, especially when you want clients to self-serve. Pricing-wise, it’s fair for what it offers, especially for small teams and growing agencies. What I like most about Freshdesk is how easy it is to use while still being powerful. It keeps all client conversations organized in one place, and it scales smoothly as your team grows without feeling complicated or heavy. I really like how well Freshdesk balances simplicity with depth. The onboarding is quick, the knowledge base works great for reducing repetitive queries, and the collaboration features make it easy for the team to stay aligned without endless back-and-forth. It fits naturally into day-to-day workflows and doesn’t feel like a tool you have to fight with. Review collected by and hosted on G2.com.

A few things could definitely be improved. Some advanced features and customizations are locked behind higher plans, which can feel limiting for small teams. The reporting and analytics are powerful but not very intuitive at first, and the UI in certain sections feels a bit dated compared to newer tools. Review collected by and hosted on G2.com.