G2

Verified User in Consumer Electronics

Mid-Market (51-1000 emp.)

8/13/2026

"A usable ticketing system trapped behind an inflexible contract"

1/5

What do you like best about Freshdesk?

Continued use has confirmed that centralized email handling and searchable ticket history remain useful for day-to-day support operations. Agents can review previous conversations and coordinate ticket ownership in one place. However, we have not identified any significant new benefits since the original review. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Freshworks should make the commercial terms as clear as the product pricing. Before signature, sales representatives should provide a simple written comparison of all available options and clearly disclose the contract term, cancellation restrictions, seat-reduction limits, and the difference between monthly billing and a month-to-month subscription.

When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

Freshdesk gives us one place to receive customer emails, assign tickets, preserve conversation history, and coordinate support work across agents.

However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats. Review collected by and hosted on G2.com.