--- title: Freshdesk Reviews meta_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 3752 reviews by the users' company size, role or industry to find out how Freshdesk works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 3752 scale: '5' date_modified: '2026-07-15' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Freshdesk Reviews **Vendor:** Freshworks **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 3,752 ## About Freshdesk Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact - it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents. ## Freshdesk Pros & Cons **What users like:** - Users appreciate the **ease of use** of Freshdesk, allowing quick adaptation and efficient management of tickets. (223 reviews) - Users appreciate the **ease of use** of Freshdesk, allowing for quick ticket management and smooth implementation. (158 reviews) - Users appreciate the **automation features** of Freshdesk, enhancing efficiency and significantly reducing manual workload. (122 reviews) - Users appreciate the **effective ticket organization** in Freshdesk, enabling better tracking and timely responses. (117 reviews) - Users praise the **efficiency** of Freshdesk, highlighting its ease of use and effective organization for managing tickets. (111 reviews) - Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (104 reviews) - Case Management (96 reviews) - User Interface (96 reviews) - Users value the **easy setup** of Freshdesk, praising its intuitive design and fast ticket handling capabilities. (88 reviews) - Time-saving (86 reviews) **What users dislike:** - Users note the **lack of live chat features** , suggesting it would enhance Freshdesk's overall functionality. (69 reviews) - Users find Freshdesk's **limited features** expensive, especially for educational institutions needing better customization and integrations. (62 reviews) - Users find **limited customization** options in Freshdesk, restricting flexibility and complicating ticket management for smaller teams. (58 reviews) - Users experience **duplicate ticket creation** and slow loading during high volume, impacting resolution times negatively. (55 reviews) - Users experience **slow loading times** with Freshdesk, especially during high ticket volumes, affecting resolution efficiency. (54 reviews) - Users report frequent **ticketing issues** such as duplicate tickets and slow loading times during high volume periods. (51 reviews) - Users find **advanced features limited** to higher pricing plans, which can restrict smaller team's capabilities and customization options. (47 reviews) - Users find Freshdesk to be **expensive** , as essential features come with extra costs, leading to frustration. (45 reviews) - Lack of Features (45 reviews) - Slow Performance (44 reviews) ## Freshdesk Reviews ### 1. Great **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform. **What do you dislike about Freshdesk?** They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet. **What problems is Freshdesk solving and how is that benefiting you?** Email, chat, text, and phone support ### 2. We have been working with freshwork since 7 years and this helped us to improve our customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Pratik Y. | Assistant Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2024 **What do you like best about Freshdesk?** Very easy to handle and the support team is very consistent and efficient. **What do you dislike about Freshdesk?** Nothing as such found as we are using this for more than 5+ years **What problems is Freshdesk solving and how is that benefiting you?** This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%. ### 3. Freshdesk review **Rating:** 4.0/5.0 stars **Reviewed by:** Muayad A. | Associate product manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 09, 2025 **What do you like best about Freshdesk?** Chat bot support, automation, tickets customization flexiablity **What do you dislike about Freshdesk?** Customer satisfaction survey, analytics. **What problems is Freshdesk solving and how is that benefiting you?** Tracking customer contact reasons and deflecting incoming customer contacts. it benefits the business with knowing why customers need to reach out to customer service and what are the challenges they are facing, this helps with creating solutions to tackle the customer shopping experience ### 4. Great tool for email management with Room for Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Prince G. | Sr. Manager, Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively. Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration. We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries. **What do you dislike about Freshdesk?** While Freshdesk is effective for email management, there are several areas that could benefit from improvement: a. Fonts – The available font options are quite basic, with limited customization possibilities. b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size. c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency. d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights. e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses. f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions. g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow. **What problems is Freshdesk solving and how is that benefiting you?** Email management over shared inboxes with multiple users ### 5. Okay on a small scale **Rating:** 2.0/5.0 stars **Reviewed by:** Kaley W. | Data Analyst, Regulatory Affairs and Quality Assurance, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks. **What do you dislike about Freshdesk?** After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services. Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier. **What problems is Freshdesk solving and how is that benefiting you?** Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup. ### 6. User-Friendly Interface **Rating:** 4.5/5.0 stars **Reviewed by:** Krishna S. | Senior Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2024 **What do you like best about Freshdesk?** The platform is intuitive, making it easy for agents and admins to navigate and perform tasks efficiently. **What do you dislike about Freshdesk?** For businesses with a high volume of tickets or extensive customer data, users sometimes report slower system performance or lag. **What problems is Freshdesk solving and how is that benefiting you?** Consolidates tickets from various channels (email, chat, phone, social media) into a single platform, reducing confusion and ensuring no query is overlooked AND Automates repetitive tasks like ticket assignment, canned responses, and SLA reminders, streamlining workflows and boosting agent efficiency. ### 7. A CRM Feautre Rick Product with Great Value and Cost Effective **Rating:** 4.0/5.0 stars **Reviewed by:** Vaithianathan D. | Sr. Technical Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2024 **What do you like best about Freshdesk?** The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications. **What do you dislike about Freshdesk?** One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button. **What problems is Freshdesk solving and how is that benefiting you?** We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests. ### 8. Really pleased with the Freshworks. Amazing support and service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2024 **What do you like best about Freshdesk?** The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts. When we require support, we receive prompt responses and resolutions. **What do you dislike about Freshdesk?** I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually. I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk. **What problems is Freshdesk solving and how is that benefiting you?** Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support. ### 9. Sandeza doing Seamless integration with Freshworks Product **Rating:** 5.0/5.0 stars **Reviewed by:** Bharath R. | Senior Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Freshdesk brings all customer interactions whether they're through email, chat, phone, or social media into a single, unified view. This makes it easy for support agents to track and respond to inquiries without jumping between multiple tools. Freshdesk give straight forward documentation for Integration. **What do you dislike about Freshdesk?** We are unable to increase the Freshdesk CTI location widget width side **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is solving several key problems faced by businesses when it comes to customer support, and its solutions deliver significant benefits across teams and organizations. ### 10. Amazing tool for Reporting an Analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Aaleti Y. | Business Analyst 1, Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2024 **What do you like best about Freshdesk?** The feasibility os automation without the engineerring intervention and helps in reducing the time taken to complete any task related to report **What do you dislike about Freshdesk?** Did not find any thign as of now because they offers services based on the subscription **What problems is Freshdesk solving and how is that benefiting you?** Time tsaken before for any report is reduced by 40% ### 11. Works great to record and for us to respond to user issues. **Rating:** 4.5/5.0 stars **Reviewed by:** Todd E. | Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting. **What do you dislike about Freshdesk?** Deep, technical reporting is quite week. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker. **What problems is Freshdesk solving and how is that benefiting you?** It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements. ### 12. Great User Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Zain F. | Team Lead, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2025 **What do you like best about Freshdesk?** Analytics, allowing me as a TL to keep a check on individual performance **What do you dislike about Freshdesk?** Nothing really, the interface is easy to use. **What problems is Freshdesk solving and how is that benefiting you?** allowing us to receive feedback from our customers, as well as allowing us to resolve the issues in a timely and proficient manner ### 13. FreshDesk at CASHe (Bhanix Finance and Investment Ltd) for audit purpose. **Rating:** 5.0/5.0 stars **Reviewed by:** Mithun D. | Vice President & Head - Internal Audit & Control, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** I head Internal Audit and Controls at CASHe and customer queries, complaints are a part of our monthly review. Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise. **What do you dislike about Freshdesk?** At times I find that teh communication is not sequential. **What problems is Freshdesk solving and how is that benefiting you?** All customer queries from multiple channels (email, chat, social media, phone) are consolidated into a single platform makes it easier for us as Auditors to review ### 14. A User-Friendly Ticketing Solution **Rating:** 4.0/5.0 stars **Reviewed by:** Bhavik A. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2025 **What do you like best about Freshdesk?** User-Friendly, multiple automation options, easy to integrate **What do you dislike about Freshdesk?** detailed product training not available due to which user cannot make use of the tool effectively **What problems is Freshdesk solving and how is that benefiting you?** Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts ### 15. Freshdesk: Features, Pros, and Cons **Rating:** 4.5/5.0 stars **Reviewed by:** Karun J. | Operations Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** articularly its focus on enhancing productivity and simplifying reporting **What do you dislike about Freshdesk?** While Freshdesk does provide the ability to generate and schedule reports, the delay in receiving them via email can hinder immediate access to critical data. Direct report downloads within the platform would indeed be a more efficient option **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk excels at providing email support and managing customer interactions through its shared inbox feature. Here's how it helps streamline email support and improves tracking ### 16. Easy to use and reliable **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Freshdesk?** Freshdesk allows users to automate repetitive tasks, set up workflows **What do you dislike about Freshdesk?** Analytics provided by freshdesk,not happy the detailing. **What problems is Freshdesk solving and how is that benefiting you?** Automation and streamlined workflows free up agents to focus on more complex issues, boosting their productivity. ### 17. Saved us during Covid **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Easy to configure. All in one software for phone, chat, and tickets. All cloud based. Excellent support and dev staff. Quick support. Easy to build out and quickly integrate with other systems. Our ticket volume increased by 800% during covid and Freshdesk allowed us to handle all of those tickets on a daily baises. They offer an app store that integrates easily with other providers such as AI solutions. **What do you dislike about Freshdesk?** Being easy to configure, sometimes it has limited changes that can be made. Sometimes reporting can be limited **What problems is Freshdesk solving and how is that benefiting you?** We were using a shared inbox that wasn't effective at supporting our customers. We also had no ability to work remote and freshdesk solved both of those issues ### 18. The best platform for tickets and organization **Rating:** 4.5/5.0 stars **Reviewed by:** Tanir V. | Excecutive Helpdesk Management, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Freshdesk?** The best things in Freshdesk are the dashboards and reporting, ease of use, and customer support. **What do you dislike about Freshdesk?** Perhaps the cost to use the platform could be better. **What problems is Freshdesk solving and how is that benefiting you?** Follow clients' cases ### 19. Great automation capability **Rating:** 4.5/5.0 stars **Reviewed by:** Glen E. | Director of Enterprise Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** Freshdesk has some wonderful automation tools. We have increased productivity by nearly double with some of our largest support teams. **What do you dislike about Freshdesk?** Freshdesk is behind in some of the AI tools that other companies have. The gap is closing, though. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is giving us a knowledge base and tools that direct people to it. We want our customers to self-serve as much as possible. Case deflection is a big deal to us as we scale. ### 20. Ease of use and system integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms. I have used quite a few other helpdesk platform and FreshDesk is by far easier to use. I also like the fact that FreshDesk has more features than other providers from what i have seen. **What do you dislike about Freshdesk?** Support. When logging a ticket for support, I am asked to book time with a support personal and its almost always: 1) The next day 2) The available time in their calendar is after hours my time. I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone. **What problems is Freshdesk solving and how is that benefiting you?** Linking business and admins using a robust helpdesk platform. Works really well. ### 21. Explore the Benefits of Freshworks Customer Service Suite **Rating:** 4.5/5.0 stars **Reviewed by:** Ramiz R. | Project Manager , Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Freshdesk?** Freshworks Customer Service Suite is one of the heavy hitters in the packed customer service software market. There are plenty of good reasons you might choose Freshdesk: it offers a simple user interface, versatile feature set and is backed by excellent customer service. There is still room for improvement, advanced analytics and customization are two areas that require more work but the entire package has been working very well. Whether you are looking for an all-purpose or dependable customer service, Freshworks is a something to ponder about. **What do you dislike about Freshdesk?** Freshworks Customer Service Suite offers many benefits but there are still a couple of areas where the platform might not work out for some customers : In general, Freshworks Customer Service Suite is a comprehensive solution that should work well for most businesses — but these areas might be even more crucial to you individually in your particular use case. **What problems is Freshdesk solving and how is that benefiting you?** Freshworks Support Suite resolves a number of issues in customer service management and offers several advantages to users. Freshworks Customer Service Suite solves the issues mentioned in this article which, when managed effectively can be beneficial and aids customer service management for any business / organisation leading to increased efficiency among support teams, higher levels of satisfaction from customers and a better performance overall. ### 22. Transformed our customer support and an improvement on other systems which implemented before **Rating:** 4.5/5.0 stars **Reviewed by:** Richard C. | Director of Global Support, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Freshdesk?** Integrated phone call system is one of the key reasons we purchased Freshdesk and Freshcaler. There are also lots of time-saving featues, easy to configure automations, and plenty of good add-ons apps. I've implelented Jira Service Desk, Hornbill, and others before, and although implementation consultancy could have been better, once live, it transformed our ability to monitor how we are delivering to customers, and enabling a global team to work on the same software product support tickets together. We specified a custom app to integrate with our product development team's Jira, and now Freshdesk have released an app which does the same thing! During evaluation it beat ServiceNow on some criteria, and over all the evaluation scores came out similar, but Freshdesk/Freshcaller much better v alue for money **What do you dislike about Freshdesk?** A number of minor dislikes e.g. it's not possible to create a report which mixes ticket, CSAT, and Freshcaller phone stats. Some ticket view columns can't be resized, agents can't be shown without Group, we had to use some workarounds to achieve what we needed to for SLAs. **What problems is Freshdesk solving and how is that benefiting you?** Enabled SLA management for different products, geographies, tiers, and has meant that we are achieving solving customers issues within SLA nearly 100% of the time :-) ### 23. Happy customers as our productivity and efficiency have significantly increased **Rating:** 5.0/5.0 stars **Reviewed by:** Alicia D. | Coördinator Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** easy to use, knowledge base incorporated for easy searching on themes. Automations for recurrent mails. Creation of groups for tickets on subject, ideal for a company like ours with a vast assortment. **What do you dislike about Freshdesk?** Translate Buddy is not easy to use, could be better/faster. We use external translator now. **What problems is Freshdesk solving and how is that benefiting you?** Oversight, ticketing and labeling made easy. Measuring productivity and othere analyses to improve our services towards customers. All necessary information gathered in one place = knowledge base ### 24. Easy to use service managment software **Rating:** 5.0/5.0 stars **Reviewed by:** Donna A. | Database Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2024 **What do you like best about Freshdesk?** The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great. **What do you dislike about Freshdesk?** Not a great deal of choice in regard to font and layout options in the call logs. **What problems is Freshdesk solving and how is that benefiting you?** Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets. ### 25. Flexible scalable affordable CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Steve Q. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshdesk?** Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful. **What do you dislike about Freshdesk?** There are some limits to applying rules under some circumstances but there are work arounds. I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment. **What problems is Freshdesk solving and how is that benefiting you?** We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency. ### 26. A great product and a must have **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshdesk?** Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and acomplish more due to user friendliness, the solution page and automation. **What do you dislike about Freshdesk?** It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend. **What problems is Freshdesk solving and how is that benefiting you?** Helpdesk solved the problem of people emailing us directly when needing support or using other means of communication. With FreshDesk it makes it alot easier to prioritise work and staying organised. ### 27. How Freshdesk made my life easier **Rating:** 5.0/5.0 stars **Reviewed by:** Lizier J. | Freshworks Solution Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshdesk?** Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features. **What do you dislike about Freshdesk?** Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability **What problems is Freshdesk solving and how is that benefiting you?** With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level. ### 28. Freshwork Tool Rating and Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2024 **What do you like best about Freshdesk?** It is a very user friendly tool and mostly used as an ticketing system in our line of business. **What do you dislike about Freshdesk?** Would love to have an additional visibility on reopen tickets to be showned as seperate ticket with the parent ticket added in the child ticket. **What problems is Freshdesk solving and how is that benefiting you?** Easy way of communicating with the customers and having a shared inbox we can have more visibility over what is pending and what is being stuck for so long. ### 29. Easy to access **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2024 **What do you like best about Freshdesk?** Easy to handle the tickets and the freshdesk was desigined in simple and classy. **What do you dislike about Freshdesk?** Some times the FreshDesk will not work and there will be a issue with Freshdesk and showes the error something went wrong. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has helped us manage the inflow using automations, execute scenarios and ticket assignments logics. Automations in freshdesk has helpeed us reduce the agent bandhwidth by 20-25%. reporting and analytics helped us gaining and improving the metrics. ### 30. We can do so much ouerselves **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas B. | VP Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2024 **What do you like best about Freshdesk?** There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed. **What do you dislike about Freshdesk?** Some reports fail to retrieve correct data. **What problems is Freshdesk solving and how is that benefiting you?** All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before. ### 31. Very Good Dashboard for Ticketing and report managing . Superb for Queue Monitoring **Rating:** 5.0/5.0 stars **Reviewed by:** Geetha D. | WFM - RTA, Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** ease of use for reporting and monitoring. Good and timely Customer support. We regularly use this dashboard so very nice . It is ease for integration. **What do you dislike about Freshdesk?** A little complicatied and takes long time ID Creation and Licence allocation. Bulk ID creation and Licence allocation features could be implimented. **What problems is Freshdesk solving and how is that benefiting you?** Ease of reporting and Very easy for Queue monitoring. Accurate Report sharing is very Good. ### 32. Freshdesk is super awesome ticketing, collaboration and automation system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2024 **What do you like best about Freshdesk?** It helps me manage customer support and provides tools for ticketing, automation, collaboration, and reporting. It enables teams to streamline customer interactions across multiple channels, such as email, phone, chat, and social media, through a unified interface. **What do you dislike about Freshdesk?** EVen though freshdesk offers complex customization and flexible workflows, more complex integrations might be limited without access to its API or advanced features, which often require higher-tier plans. Setting up and configuring all features to work optimally, especially automation and workflows, can take time and may require some technical expertise **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk as a versatile platform for managing various aspects of our operations, including ticketing, customer support, and internal issue tracking. Its comprehensive features allow us to efficiently handle customer inquiries from multiple channels, ensuring timely responses and resolutions. Internally, Freshdesk serves as a streamlined system for tracking issues, collaborating across teams, and automating workflows to improve overall productivity. The centralized ticketing system helps us stay organized and maintain high-quality support, both for external customers and internal stakeholders. ### 33. Exceptional Support and Reliability **Rating:** 4.5/5.0 stars **Reviewed by:** Allan S. | Senior Talent Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2025 **What do you like best about Freshdesk?** Whenever we've encountered an issue or had a question, Freshworks' support team has been quick to respond, often going above and beyond to ensure our needs are met. **What do you dislike about Freshdesk?** The integration and management of Freshworks' numerous products can sometimes be challenging. **What problems is Freshdesk solving and how is that benefiting you?** Consolidate multiple multilingual call centers across various time zones into one centralized platform. ### 34. love the ease of communication for our team **Rating:** 5.0/5.0 stars **Reviewed by:** meghan E. | Sr. Buyer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** being able to have internal conversations linked to the ticket along with external communication. **What do you dislike about Freshdesk?** so far, I have no dislikes of freshdesk. everything has been positive. **What problems is Freshdesk solving and how is that benefiting you?** solving lack of communication and tracking. The ticket system has streamlined out communication in assisting customers. The data and tracking has helped us set goals and improve processes by helping us find focal points for improvement. ### 35. Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Danie W. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients. **What do you dislike about Freshdesk?** The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues. **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk for ticketing and managing customer inquires. This enables us to prioritize, track and resolve tickets in a timely manner. ### 36. In the customer service teams resolve inquiries quickly and easily without any hassel . **Rating:** 5.0/5.0 stars **Reviewed by:** Indrajeet G. | Senior customer complaint management officer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshdesk?** we are feeling good to work with freshdesk and manage our employee works. **What do you dislike about Freshdesk?** Nothing to say anything all are good as of now **What problems is Freshdesk solving and how is that benefiting you?** its helps to track created Ticket date and last conversation on the basis of that we can set our target how can we resolve customer query As soon as possible . ### 37. Fantastic Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organizatiion. Since implimentation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extrodinary! No more loosing emails in an inbox when someone takes vacation! **What do you dislike about Freshdesk?** The analytics at times can be hard to understand, I will ocassionally see data for closed items depsite having the filters set accordingly. **What problems is Freshdesk solving and how is that benefiting you?** FreshDesk solved out problem of loosing emails in an inbox when someone took PTO. ### 38. Fantastic Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** January 16, 2025 **What do you like best about Freshdesk?** Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents. **What do you dislike about Freshdesk?** The fixed properties, we cannot customise much. **What problems is Freshdesk solving and how is that benefiting you?** Through freshdesk we keep a track of all tickets coming through our app - it helps us to know the customer app journey. It also tells us the trend of issues customer s are facing which we track monthly to understand the issues. ### 39. Freshdesk is for the future **Rating:** 5.0/5.0 stars **Reviewed by:** Cindy W. | Customer Care Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** The constant available help and ease of use. Freddy and his amazing capabilities. **What do you dislike about Freshdesk?** For more advanced use cases, you do need some coding knowledge BUT Freshworks is always there to help you **What problems is Freshdesk solving and how is that benefiting you?** We are a complicated business and we have built multiple portals for internal use, these required a lot of coding for specific use cases and Freshdesk has helped us get these rules and automations up and running especially when we had some problems. ### 40. Best Customer Support Software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2024 **What do you like best about Freshdesk?** Very user-friendly interface. Handles tickets from multiple platforms in one place. Saves time with workflows, auto-assignments, and responses.Affordable plans. Very good customer support. **What do you dislike about Freshdesk?** Lack of advanced features and certain features require additional payment and the mobile is less functional when compared to the web version. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk heping us to organize all cusotmer queries in one place. Provides FAQ section which helps the customers to solve their problem om their own. It shows really good reports to monitor how well my team us performing. ### 41. 5star Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Tousif T. | Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Freshdesk?** Easy access to daily, weekly, monthly reports and databases through this I am able to track the performances of the agents which help me to pull out agents who are lacking **What do you dislike about Freshdesk?** Ticketing system needs to be automated as the agent and ame manually checking the tickets which resembles the same so could have merge automatically into one so it will save time **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk caputures the inputs added by the agents in the ticketng system which also benefiting us to track their daily performance and was easily able to identify if any error made by the agents ### 42. Freshdesk is very helpful and problem solving **Rating:** 5.0/5.0 stars **Reviewed by:** Gaurav Y. | senior executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 18, 2024 **What do you like best about Freshdesk?** Freshdesk is very smooth to work with for day to day reveiw of our customer supports tickets and the freature is very easy to access **What do you dislike about Freshdesk?** There is not a single gap in fresh desk its all perfect **What problems is Freshdesk solving and how is that benefiting you?** It's very convinent to work on fresh desk for the reveiw of customer support tickets of our organisation as an risk officer ### 43. Massively Improved our workflow **Rating:** 5.0/5.0 stars **Reviewed by:** tom h. | Sales Executive / Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshdesk?** It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails. **What do you dislike about Freshdesk?** refreshing a tab kills the call. Not fully thought out. **What problems is Freshdesk solving and how is that benefiting you?** All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package. We also now use some of the bots to minimise the number of repetetive queries we receive. ### 44. Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Volodymyr D. | Middle Service Platform Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot **What do you dislike about Freshdesk?** Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations Long time to fix bugs, ineffective bug fixes that do not fix anything Lack of public roadmap Lack of cross-brand support (limited number of contact fields) **What problems is Freshdesk solving and how is that benefiting you?** Most operations teams/managers use the same environment to resolve customer requests Flexible analytics that enable DDD development ### 45. Solid omnichannel, sometimes limited, but better than the competition! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed. **What do you dislike about Freshdesk?** Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances! **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp. ### 46. A few minor changes would make it great **Rating:** 4.0/5.0 stars **Reviewed by:** Mark H. | Executive Vice President and Co-Founder , Small-Business (50 or fewer emp.) **Reviewed Date:** September 13, 2024 **What do you like best about Freshdesk?** Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication. **What do you dislike about Freshdesk?** Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets. **What problems is Freshdesk solving and how is that benefiting you?** Our Service departments support tickets ### 47. Plug & play at its best **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2024 **What do you like best about Freshdesk?** Was up & running in a couple of days. We use the ticketing, bot and freshchat. Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity. **What do you dislike about Freshdesk?** Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless. **What problems is Freshdesk solving and how is that benefiting you?** Reducing response time. Reducing resolution time Tracking custromer flow issues by vintage and roadmapping for development to tech. Query deflection by bot has improved. Monitoring agent productivity. ### 48. Freshdesk the most helpful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ali D. | KYC Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about Freshdesk?** It has a good interface that is so friendly for anyone to use. It is easy to navigate and is really helpful for our day-to-day tasks. Freshdesk makes our daily work easier because of its unique features. **What do you dislike about Freshdesk?** I don't have that much thing to dislike about Freshdesk. So far so good. **What problems is Freshdesk solving and how is that benefiting you?** Queueing makes it easier to check which ticket needs to prioritize. Answering emails is easier to do because of its friendly interface. ### 49. A quick easy platform to work through, better customer tracking. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Freshdesk?** The canned response feature makes for faster response times. **What do you dislike about Freshdesk?** The tag features can slow down how things are saved. **What problems is Freshdesk solving and how is that benefiting you?** Customer live chats and emails. ### 50. A great budget solution for collaboration and workload orchestration. **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel H. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Freshdesk?** Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration. **What do you dislike about Freshdesk?** Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice. **What problems is Freshdesk solving and how is that benefiting you?** Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration. ## Freshdesk Discussions - [What are the different channels through which Freshdesk can support customers?](https://www.g2.com/discussions/what-are-the-different-channels-through-which-freshdesk-can-support-customers) - 1 comment, 2 upvotes - [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) - 4 comments, 1 upvote - [*WARRNING* Freshdesk uses False Advertisement and Deceptive Business Practices](https://www.g2.com/discussions/warrning-freshdesk-uses-false-advertisement-and-deceptive-business-practices) - 1 comment, 1 upvote - [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) - 3 comments, 1 upvote - [What is the best way to use workflow automations?](https://www.g2.com/discussions/what-is-the-best-way-to-use-workflow-automations) - 1 comment, 1 upvote - [View Freshdesk pricing details and edition comparison](https://www.g2.com/products/freshdesk/reviews?page=9&qs=pros-and-cons&_hsmi=318224684§ion=pricing&secure%5Bexpires_at%5D=2026-07-16+13%3A29%3A46+-0500&secure%5Bsession_id%5D=ffb7f0f9-68c9-4fd7-8705-f8568f013d01&secure%5Btoken%5D=56eabd15b5fa031ed566a527d0406e089360fcbae292cd8bce4df7894e8f602a&format=llm_user) ## Freshdesk Integrations - 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AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Reporting** - Priority Case Alerts - Trend Analysis - Performance Monitoring **Analytics** - Trends - Performance Tracking - Email Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Freshdesk Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,443 reviews) - [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) - 4.6/5.0 (1,251 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 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