# Freshdesk Customer Success Reviews **Vendor:** Freshworks **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.5/5.0 **Total Reviews:** 22 ## About Freshdesk Customer Success Freshdesk Customer Success is a Customer Success Management platform that helps B2B companies maximize customer value. ## Freshdesk Customer Success Pros & Cons **What users like:** - Users value the **ease of managing customer support teams** and efficiently tracking ticket inquiries with Freshdesk. (2 reviews) - Users appreciate the **ease of use** of Freshdesk Customer Success, making team management and setup straightforward and efficient. (2 reviews) - Users value the **easy automation rule creation** in Freshdesk, simplifying task assignment and enhancing efficiency. (1 reviews) - Users value the **easy connectivity** of Freshdesk Customer Success, seamlessly integrating with tools like calendars and CRMs. (1 reviews) - Users value the **excellent customer support** from Freshdesk, noting their quick responses and effective onboarding assistance. (1 reviews) - Easy Setup (1 reviews) - Integrations (1 reviews) - Intuitive (1 reviews) **What users dislike:** - Users find the **difficult reporting** aspect of Freshdesk challenging, suggesting improvements for better usability and AI integration. (1 reviews) - Users experience **slow performance** with Freshdesk, impacting their overall satisfaction and efficiency when using the platform. (1 reviews) - Users believe that enhancing the **user interface** and speed of Freshdesk could significantly improve their experience. (1 reviews) ## Freshdesk Customer Success Reviews ### 1. Effortless Team Management and Ticket Handling **Rating:** 5.0/5.0 stars **Reviewed by:** Faizan A. | Junior Account Executive, Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2026 **What do you like best about Freshdesk Customer Success?** The best aspect of the platform is how easy it is to manage a large customer support team, as well as the tickets they are handling. **What do you dislike about Freshdesk Customer Success?** The user interface of the platform could be improved, and I also find that the platform tends to be a bit slow. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** I work at a SaaS company and have been using Freshdesk Customer Success to handle support-related queries. It has been helpful for us to keep track of everything in one place. ### 2. Freshdesk is like Fresh-success tool ! **Rating:** 4.5/5.0 stars **Reviewed by:** Mushir K. | Healthcare payer , Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Freshdesk Customer Success?** Its preety user-friendly with a super clean and attractive interface. Setting it up is preety straightforward and they guide you through the process. Their customer support team is seriusly on point, they are quick to respond & give you awesome onboarding help. This software is packed with features like playbooks, touchpoints, risk monitoring and surveys. It's one of the most powerful customer support tool I have ever come across. It connects easily with other tools like calenders, billing system and CRMs when your data is well organized. **What do you dislike about Freshdesk Customer Success?** It is an intuitive software which helps team to proactively manage customer health and retention. Core features like task management and health monitoring are used daily. Surverys and usage analytic that are checked monthly & the report can be slighlty improved in terms of the interface. Like may be some AI features can also be added in the report for best understanding. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** This software enables my team to stay ahead of the problem instead of reacting. It reduces the chance of losing any customer, keeps all work-flow organized , tracks progress easily and connects all tools in one place. ### 3. Reliable Support for Customer Success Management **Rating:** 5.0/5.0 stars **Reviewed by:** Naman S. | Technical support manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2025 **What do you like best about Freshdesk Customer Success?** The intuitive User Interface and automation features save time and keep our customer success workflows consistent, Real time reporting and customer segmentation help tailor communication and trak health scores effectively **What do you dislike about Freshdesk Customer Success?** Some advanced customizations require technical intervention. Additionally initial onboarding can feel complex if you're not already familiar with the Freshworks ecosystem **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Freshdesk Customer Success helps us centralize customer data proactively managing at risk accounts and automate routine tasks like followups. It reduces manual effort and improves retention and also gives better visibility into customer satisfaction and engagement, this has led to stronger client relationships and more predictable revenue grow ### 4. Efficient Customer Inquiry Management with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2025 **What do you like best about Freshdesk Customer Success?** Freshdesk is a good platform to manage customer inquiries and track support tickets **What do you dislike about Freshdesk Customer Success?** Nothing specific I would like to highlight as it meets the requirements. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** This tool helps the customer success team and helps efficiently track, manage customer inquiries ad progress with tickets open or closed. ### 5. Easy tracking of all reported issues/concerns **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Freshdesk Customer Success?** We can easily create the automation rule within the tool for auto-assigning the task. **What do you dislike about Freshdesk Customer Success?** Nothing as such that came to my attention. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** We can track all thgings for customer in one tool. ### 6. Problem solver and customer service made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Kritika B. | Fraud Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Freshdesk Customer Success?** Maintaining ticketing system and tracking the data of the customers and taggings are the best part to fetch the details, which is required and best of add notes and quick feedback options **What do you dislike about Freshdesk Customer Success?** Logging issues and no offline data saver And sometimes it has lag in responding **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Helps in receiving the feedbacks and has auto bots to respond and macros to create and use of added details, overall has the best features to create tickets and maintain trackers of customers data. ### 7. Insights of Freshdesk in my perspective **Rating:** 5.0/5.0 stars **Reviewed by:** Chitra C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2024 **What do you like best about Freshdesk Customer Success?** User-friendy interface, Robust features, excellent support **What do you dislike about Freshdesk Customer Success?** Nothing as of yet. We are using freshdesk at our workplace and have no compaints so far. We are working with them for over an year now **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Creating tickets - earlier we used to miss on few customer queries, Freshdesk solved this by creating tickets and reminding us for the solution. Assigning agents - we are able to assign tickets to different agents based on the query Many more.... ### 8. Customer standard proactive reporter tool **Rating:** 5.0/5.0 stars **Reviewed by:** Yashwanth R. | Risk Operations Executive , Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2024 **What do you like best about Freshdesk Customer Success?** Easy to use and streamline the CS process easier for business to handle queries of the customers and feedbacks and reports through automation can be done at one click **What do you dislike about Freshdesk Customer Success?** Login issues and no offline saver Rest everything is good some rare glitchs When internet is low **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Ticketing and support features and we have multiple options for customer engagement like self-service portal and empower customers to find answers to their questions like automation answers etc. ### 9. Intuitive and user friendly solution **Rating:** 4.5/5.0 stars **Reviewed by:** Venkat M. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2024 **What do you like best about Freshdesk Customer Success?** Intuitive and user-friendly Extensive capabilities Marketplace integration Open API to integrate with in-house tech stack Cost-effective and free support **What do you dislike about Freshdesk Customer Success?** Expecting regular communication on product upgrades Lack of community to discuss the trends Implementation may take more than what was committed. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Retention of customers and help to increase the account penetration Very beneficial in cross-selling and up-selling Helps in maintaining account health and hygiene ### 10. Best Customer Success and Ticketing Platform for affordable pricing **Rating:** 4.5/5.0 stars **Reviewed by:** Jithu K. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Freshdesk Customer Success?** The best thing which i liked about Freshdesk is the Ease of use and its UI UX **What do you dislike about Freshdesk Customer Success?** The thing which i didnt like about freshdesk is nothing as such **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Problem that Freshdesk Customer Success solving for me is ticketing and making a better relation for my customers ### 11. Helpful for Post Sales teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Freshdesk Customer Success?** Fresh Desk helped the customer success team that I managed with their day to day work and their customer support was easy to use as well. We used this daily on our team. **What do you dislike about Freshdesk Customer Success?** I can't think of a negative- we had great support when we needed it and the team used the tool well. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Proactive customer flags for customers running hot and cold and helping the team identify accounts to reach out to practively. ### 12. Single point interface to check tickets raised by users and to gauge resolution metrics **Rating:** 5.0/5.0 stars **Reviewed by:** James R. | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2023 **What do you like best about Freshdesk Customer Success?** Ticketing system, interface, resolution procedures, analytics and reports ,Data view ,Grouping and individual assignment of tickets makes the task easy and productive **What do you dislike about Freshdesk Customer Success?** Generic app layout and dashboard features could have been improved and added. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Response to emails which we received related to complaints queries and concerns, marketing related queries and business engagements, upfront customer retention pushouts etc ### 13. The best software for customer success team **Rating:** 4.5/5.0 stars **Reviewed by:** Naman N. | Associate Manager - Sales, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2022 **What do you like best about Freshdesk Customer Success?** The ease of raising ticket and automation of the entire process is something worth noticing, **What do you dislike about Freshdesk Customer Success?** There is nothing to dislike. It is one of the best in the industry **What problems is Freshdesk Customer Success solving and how is that benefiting you?** The entire ticketing raising system is so much easy. You can track tickets, solve tickets and do everything so easily. ### 14. An Intelligent tool for Customer Happiness **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Freshdesk Customer Success?** • 1 stop shop for everything related to a customer account [pulse, health, updates, calls, goals, action items, etc.] • Dashboarding and Reporting capabilities are good. Can be customized according to specific requirements • Increased visibility into important metrics like upsells, cross-sells, churn, ARR, expansion forecasting, etc. • Email campaigns can even be sent from within FreshSuccess which is an awesome way to reply to tickets fast • Easy to use / good UI and UX **What do you dislike about Freshdesk Customer Success?** • Granularity into campaign metrics is missing • At times, the tool hangs due to multiple integrations across the tech stack • Automatic data capture of customers, at times, does not work correctly, especially in case of duplicates **What problems is Freshdesk Customer Success solving and how is that benefiting you?** • Better Visibility into the entire Customer Lifecycle Management • Take pro-active measures to reduce customer churn • Better identification and forecasting of expansion through cross-sells and upsells • Improve customer health metrics ### 15. very handy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2022 **What do you like best about Freshdesk Customer Success?** ability to track usage of the products one tool that gives you all the info for an account **What do you dislike about Freshdesk Customer Success?** certain features on the roadmap take more than the estimated eta **What problems is Freshdesk Customer Success solving and how is that benefiting you?** - Repository for CS folks - Usage traking - One view for all things for an account ### 16. Best Ticketing tool and customer intracting tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Narendra k. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2022 **What do you like best about Freshdesk Customer Success?** Interface and user friendly. It is to understand even for newbie **What do you dislike about Freshdesk Customer Success?** So far, nothing. As of now I am liking all **What problems is Freshdesk Customer Success solving and how is that benefiting you?** They simplify the ticketing tools. They help with monitoring tools. Moreover, chat process plugins are awesome. ### 17. Freshdesk Customer Success **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley P. | Sales + Marketing Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2022 **What do you like best about Freshdesk Customer Success?** One of my favorite things, from a business side, is the price. I think you get a lot of features for the pricing/month. I also like that there is a 'goals' page because it helps us grow as well as the client. **What do you dislike about Freshdesk Customer Success?** Right now, there isn't much that I dislike. There are more features that I have used thus far, so I just need to get in there and figure out/try out everything included in the monthly package! **What problems is Freshdesk Customer Success solving and how is that benefiting you?** It helps us stay organized. I don't have to have a million post-its laying around or an endless amount of notebooks with notes scribbled everywhere. ### 18. Building customer Relationships and Management **Rating:** 4.0/5.0 stars **Reviewed by:** Binita M. | Marketing Research, Small-Business (50 or fewer emp.) **Reviewed Date:** May 11, 2022 **What do you like best about Freshdesk Customer Success?** It's help me to study my customer day to day behaviour and can analyse for future productivity work. It's best for b2b business where can management customer strange relationship. **What do you dislike about Freshdesk Customer Success?** I don't have much experience with this tool but looking forward to develop there customer support service. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** It's help Us to identify customer risk behaviour and analysis ther churn expresson and product adopt nature. ### 19. Great but not perfect **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** April 12, 2022 **What do you like best about Freshdesk Customer Success?** Great user management with a friendly interface. Unfortunately, it lacked the automation features we were looking for. It may be the perfect fit for your team depending on your company size and reliance on automation. **What do you dislike about Freshdesk Customer Success?** Triggers and automations were lacking. Integrations were also lacking compared to Zendesk. Channel integrations in particular were poor and needed a lot of improvement. **Recommendations to others considering Freshdesk Customer Success:** If you are a small to medium company looking for an easy CRM solution. Freshdesk can be great. **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Managing users and groups within the organization was great, and a lot better than other CRM tools. Setting up macros was also easy and straightforward. Live chat was useful and easy to use. ### 20. Need a better Support **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2022 **What do you like best about Freshdesk Customer Success?** Omnichannel can have almost everything in one place **What do you dislike about Freshdesk Customer Success?** Text and chat neet to open a new window to be handle **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Tickets, and follow-ups ### 21. Great service **Rating:** 4.5/5.0 stars **Reviewed by:** Mohammad A. | Sales Trainer, Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2022 **What do you like best about Freshdesk Customer Success?** Its very helpful i worked with vedantu and freshdesk is awsome **What do you dislike about Freshdesk Customer Success?** Nothing much bit expensive other cheap options are also there in market **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Sometimes delay in raising ticket ids. ### 22. Informative and qualified content **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2021 **What do you like best about Freshdesk Customer Success?** Value towards the successful roadmap and acting as bridge to success **What do you dislike about Freshdesk Customer Success?** Not experienced much so far as per my usage **What problems is Freshdesk Customer Success solving and how is that benefiting you?** Collab & Analytics ## Freshdesk Customer Success Discussions - [Is customer success same as customer support?](https://www.g2.com/discussions/is-customer-success-same-as-customer-support) - 1 comment - [View Freshdesk Customer Success pricing details and edition comparison](https://www.g2.com/products/freshdesk-customer-success/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-26+20%3A07%3A47+-0500&secure%5Bsession_id%5D=62e4d86a-ba25-4264-9349-8f0c6ff64281&secure%5Btoken%5D=a725383f69a1eb64989a17ef7da80e8646ccdb71fbd1ba0a02af6b1517d6b07a&format=llm_user) ## Freshdesk Customer Success Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) ## Freshdesk Customer Success Features **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Platform** - Health Score - Customer Profiles - Notifications **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Freshdesk Customer Success Alternatives - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - 4.4/5.0 (2,816 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,671 reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - 4.5/5.0 (914 reviews)