I use Freshdesk as our primary ITSM and customer support platform because it helps us efficiently manage and track support tickets raised by email, portal, etc. I really like the features like SLA management, ticket routing, and multi-channel support that help streamline daily operations. These features support us by setting clear response and resolution timelines based on ticket priority, ensuring that critical issues are addressed on time and that the ticket is assigned to the right person. The initial setup was quite easy and straightforward, and the interface was easy to integrate with our system. Overall, the product is good, and there are no improvements needed right now. Review collected by and hosted on G2.com.

communication can be improve Review collected by and hosted on G2.com.

The UI is simple and smooth, and it includes all the features I need. The performance is the best, with minimal downtime, and it is also affordable. Review collected by and hosted on G2.com.

There isn’t much of a downside to mention, as it’s perfect and meets all my requirements, especially for small companies. The support for onboarding was okayish, as we were a small client and not very sure about the AI features as we moved to a new platform long before it was released. Review collected by and hosted on G2.com.

It’s easy to use for creating ticket requests, and I can add canned notes to Freshdesk as well. Review collected by and hosted on G2.com.

When I get the “unable to load” error, it prevents me from completing the process. Review collected by and hosted on G2.com.

Freshdesk is super easy to use and doesn't feel overwhelming like some support tools do. Everything is clean and organized, so managing tickets doesn't turn into mess. I also like how automation and canned replies save time and reduce repetitive work. It just makes handling customer queries smoother and less stressful, especially when things get busy. Review collected by and hosted on G2.com.

Freshdesk can feel a bit overwhelming at the beginning because there are so many features, tabs and settings to explore. While this is great once you are used to it, the initial learning curve can be confusing, especially for new users or small teams. Another downside is that some really useful features, like advanced automation, detailed reports or certain integrations are only available on higher pricing plans. This can be limiting if you are on a basic plan and want more flexibility. Also, when ticket volume is high, the interface can feel slightly cluttered, which slows things down a bit. Review collected by and hosted on G2.com.

The core ticketing functionality is solid and reliable day-to-day.

Automation rules, SLAs, and basic workflows are well thought out and generally easy to configure.

The product scales reasonably well as volume increases, and the reporting covers most standard support needs.

For frontline support teams, onboarding and daily usage are straightforward. Review collected by and hosted on G2.com.

Commercial and billing flexibility doesn’t match the operational flexibility of the product itself.

Seat management and subscription changes feel rigid and process-heavy, particularly for businesses that need to scale down as well as up.

Support responses on billing and contractual questions can be slow, repetitive, and policy-driven rather than clearly anchored to transparent terms.

Escalations tend to introduce more stakeholders without necessarily increasing clarity or resolution speed.

Additional context

In our case, a straightforward seat reduction request involved long response delays and reliance on cancellation-style clauses that could not be clearly pointed to in writing when asked. While the outcome was ultimately enforced, the lack of transparency and responsiveness is something prospective buyers should factor in alongside the product’s strengths. Review collected by and hosted on G2.com.

I love Freshdesk's simplicity combined with powerful service management features. The intuitive and easy-to-navigate interface makes it simple for both agents and end users. I appreciate how it centralizes all support requests in one place, eliminating missed tickets and reducing manual follow-ups. The clean and user-friendly interface makes it easy to move between tickets, dashboards, reports, and configuration settings without confusion. I also value the features like automation and workflow, SLA rules, and customizable configurations. Review collected by and hosted on G2.com.

Freshdesk could be improved in making configuration time because 30 minutes is often not sufficient to properly explain it should be increased to 1 hour. Review collected by and hosted on G2.com.

User-friendly with lots of tools and options for every business need. Support is fantastic, and the turnaround is very quick. The options are vast; you can have multiple dashboards for different teams. Customisations are also great. Review collected by and hosted on G2.com.

The only thing I would suggest is to be able to bring the full email thread in our replies, not just the last 4 or 5 conversations. For example, if there is an internal escalation with the Finance Dept, instead of forwarding the ticket, we need to print it as a PDF and email it afterwards. Review collected by and hosted on G2.com.

Freshdesk is its user-friendly interface and efficient ticket management system. It makes it easy to track, prioritize, and resolve customer issues in a timely manner. The automation rules, canned responses, and clear SLA visibility help improve productivity and ensure consistent customer communication, while the reporting tools provide useful insights into team performance. Review collected by and hosted on G2.com.

What I dislike about Freshdesk is that some features can feel limited or rigid without advanced customization, and certain workflows require multiple steps, which can be time-consuming. Review collected by and hosted on G2.com.

Freshdesk is a great customer service suite. It brings together a knowledge base, ticketing, and a chatbot in one place, and it also includes Freddy Agent to answer queries on demand and support customers 24/7. Review collected by and hosted on G2.com.

It does the job, but when it comes to whitelabelling and making the tool feel like it’s part of our product, we found the customization options to be limited. We had to work around those limitations in both customization and whitelabelling. Also, the knowledge base feels more like a Q&A or FAQ, and we can’t really set it up in a documentation-style format. Review collected by and hosted on G2.com.

What I like best about Freshdesk is how simple and organized it makes customer support. All customer conversations, emails, chat messages, and tickets come into one place, so nothing gets lost. This makes it very easy to track issues and respond on time. Another thing I really like is the clean and user-friendly interface. Even a new team member can start using Freshdesk quickly without much training. Everything is clearly labeled, and workflows feel natural. The automation features are also very useful. Freshdesk can automatically assign tickets, set priorities, and send notifications. This saves a lot of manual effort and helps the support team focus on solving problems instead of managing tickets. I also like the collaboration features; team members can add internal notes, share context, and work together on complex tickets without exposing internal discussion to customers. Overall, Freshdesk feels like a reliable and easy-to-use tool that fits well into daily support operations. Review collected by and hosted on G2.com.

One thing I dislike about Freshdesk is that some advanced features are available only in higher plans. For small teams or startups, this can limit how much value you get from the lower-tier plans. Another drawback is that reporting and analytics can feel basic unless I upgrade. While standard reports are helpful, deeper insights and customization sometimes require extra configuration or higher pricing. Sometimes automatic rules can become complex to manage as the number of workflows grows. If not well organized, it can be hard to understand why a ticket behaved a certain way. Performance can also slow down slightly when handling a very large number of tickets, especially during peak support hours. Review collected by and hosted on G2.com.