G2

Tebogo R.

IT & BUSINESS SUPPORT SUPERVISOR

Small-Business (50 or fewer emp.)

Originally submitted 10/30/2026

"Freshdesk Streamlines Support with a Centralized, Efficient Ticketing Platform"

4.5/5

What do you like best about Freshdesk?

Freshdesk offers several operational advantages by providing a centralised platform for managing and tracking all customer and internal support requests. It improves efficiency by reducing manual administration, minimising lost or forgotten requests and enabling faster issue resolution. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Some of the disadvantages of Freshdesk include its dependence on a stable internet connection, the learning curve for new users and the time required to configure workflows, ticket categories and automation rules. Some useful features, integrations and advanced reporting capabilities may require higher subscription plans, increasing operational costs. Additionally, if tickets are not properly categorised, updated or closed by users, reports may become inaccurate and outstanding issues difficult to track. Review collected by and hosted on G2.com.

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

Freshdesk solves the problem of managing support requests through scattered communication channels such as emails, phone calls and WhatsApp, where issues can easily be overlooked, delayed or lost. It provides a centralised system where all reported issues can be logged, assigned, prioritised and tracked until resolution. This benefits me by giving me better visibility and control over the Business Support team's workload, making it easier to follow up on outstanding issues, monitor technician performance, track compliance with the 24-hour SLA and identify recurring technical problems. Review collected by and hosted on G2.com.