G2

Danielle K.

Small-Business (50 or fewer emp.)

10/30/2026

"Flexible Support Hub with Strong Integrations, Reporting, and an AI Agent"

4.5/5

What do you like best about Freshdesk?

What I like best about Freshdesk is the flexibility it offers in managing our customer support operations. It gives us a central place to manage customer inquiries, track tickets, and keep communication organized across the team.

I particularly appreciate the integration options. Our Jira integration, for example, has been very useful in connecting our Support team with R&D, making it easier to collaborate and follow up on technical issues.

The analytical and reporting capabilities are another big plus. Having access to detailed breakdowns and insights helps us monitor workloads, understand team performance, and identify trends.

I also really like the AI agent on our website. It has been a wonderful addition, providing helpful answers to visitors and reducing the number of incoming tickets related to simple, frequently asked questions. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

One area where I think Freshdesk could improve is ticket management, particularly when a single ticket involves multiple issues or requests. There isn't an intuitive way to break down a ticket into separate tasks or track the progress of each individual issue within the same conversation.

While there are alternative ways to manage this, the available workarounds don't always fit our team's workflow. This can make it more difficult to track outstanding items and ensure that every part of a customer's request has been addressed.

I also think Freddy AI within the ticketing system has room for improvement. It would be much more useful if it could access and reference information from websites and knowledge sources provided by the company, similar to how the AI agent on the website works. Having Freddy use our own support documentation and website content to provide more relevant and accurate suggestions would make it a much more valuable tool for support agents.

I'd also like to see more flexibility in customizing workflows to better accommodate different support processes. Overall, these aren't dealbreakers, but improvements in these areas would make the platform even more useful for our team. Review collected by and hosted on G2.com.

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

Freshdesk helps us centralize customer communication, manage tickets, and maintain visibility into ongoing cases. It improves collaboration across the team and, through the Jira integration, makes it easier for Support and R&D to work together on technical issues.

The reporting tools help us monitor workloads and team performance, while the website AI agent handles common questions and reduces repetitive support tickets.

Overall, it helps us work more efficiently and provide better customer support. Review collected by and hosted on G2.com.