--- 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: '2026-07-17' 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** in Freshdesk, facilitating quick ticket management and seamless team adoption. (352 reviews) - Users appreciate the **ease of use** in Freshdesk, facilitating quick adoption and effective ticket management. (237 reviews) - Users appreciate the **automation features** of Freshdesk, significantly reducing workload and enhancing efficiency in customer support. (179 reviews) - Users benefit from the **high efficiency** of Freshdesk, making ticket management and team collaboration seamless and productive. (171 reviews) - Users appreciate the **effective ticket organization and tracking** in Freshdesk, enhancing work prioritization and collaboration. (170 reviews) - Users find **Freshdesk's ticketing system user-friendly and efficient** , significantly improving productivity and response times. (163 reviews) - Case Management (131 reviews) - Simple (131 reviews) - User Interface (125 reviews) - Time-saving (122 reviews) **What users dislike:** - Users find the **missing asset management feature** in Freshdesk limiting compared to its sister product FreshService. (115 reviews) - Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. (93 reviews) - Users face **duplicate ticket creation** and slow performance during high volume, impacting resolution times and efficiency. (93 reviews) - Users find the **limited features** of Freshdesk can be overwhelming, particularly for new users seeking simplicity. (89 reviews) - Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. (83 reviews) - Users find **limited customization** options in Freshdesk, restricting flexibility and complicating ticket management for smaller teams. (80 reviews) - Users experience **slow loading times** with Freshdesk, especially during high ticket volumes, affecting resolution efficiency. (80 reviews) - Poor Reporting (69 reviews) - Learning Curve (65 reviews) - Slow Performance (62 reviews) ## Freshdesk Reviews ### 1. Review of Freshdesk as a Author Support Solution in Publishing Industry **Rating:** 4.0/5.0 stars **Reviewed by:** Ashish R. | Production Editor, Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2025 **What do you like best about Freshdesk?** Freshdesk provides a very intuitive and user-friendly interface, making it easy for both agents and customers to navigate. The automation features, such as ticket assignment and workflow management, save significant time and reduce manual effort. I also appreciate the seamless integration options with other tools, which enhance overall efficiency. The setup process is straightforward, with an intuitive interface that requires minimal technical expertise. Most features work out of the box, and the guided onboarding helps teams get started quickly. We use Freshdesk daily in Wiley journals to manage author and editorial queries efficiently. It helps us streamline communication, track tickets across different teams, and maintain consistent response times. The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction. **What do you dislike about Freshdesk?** While Freshdesk is overall very effective, some advanced features are only available in higher-tier plans, which can be limiting for smaller teams. The reporting tools, although detailed, could be more customizable. At times, the system performance can slow down when handling a large volume of tickets. There is a learning curve for mastering automation and workflow customization, and the mobile app does not offer the same level of functionality as the desktop version. Some users have also noted that integrations can be tricky to set up and that Freshdesk’s own customer support response times could be improved. However, implementing more advanced features such as automation, custom workflows, or integrations with third-party tools may require additional time and some technical knowledge. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is helping us streamline and centralize all author and editorial queries at Wiley journals. Instead of managing multiple email threads, all communication is tracked in one place, making it easier to assign, prioritize, and resolve tickets efficiently. The automation and reporting tools save valuable time, reduce manual work, and ensure timely responses, which directly improves the experience for authors and editors. Overall, it enhances collaboration across teams and helps maintain consistency and accountability in our support process. ### 2. Freshdesk: Straightforward, Efficient UI that proves its worth **Rating:** 5.0/5.0 stars **Reviewed by:** Gowri L. | Customer Success Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Freshdesk?** Freshdesk is a great, straightforward tool. The UI isn’t overly complex, it's just right and efficient as it is. Overall, it’s definitely a very nice tool for the job. I've been using it for almost a year now and it has proven its worth as a customer support executive. **What do you dislike about Freshdesk?** Freshdesk (specifically chats) lags sometimes, apart from that I don't find any flaws **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps and manages in customer communication and a lot of categorization features, which has proven to be the best for analysing and improvising. ### 3. Simple, Clean Interface with a Great Case Overview **Rating:** 4.0/5.0 stars **Reviewed by:** Vilde S. | Support manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2026 **What do you like best about Freshdesk?** Very simple and clean, with a good overview of cases. **What do you dislike about Freshdesk?** It could be even better to have an overview of customers. It would also be nice if customers could filter by product type (a field we’ve added to the cases). **What problems is Freshdesk solving and how is that benefiting you?** Creating cases in Slack, staying in contact with customers, and getting insight into our products and the market. ### 4. Freshdesk: Platform which manages customer queries **Rating:** 4.0/5.0 stars **Reviewed by:** Ayush S. | Technical Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2025 **What do you like best about Freshdesk?** It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality **What do you dislike about Freshdesk?** We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay. **What problems is Freshdesk solving and how is that benefiting you?** It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything. ### 5. Streamlined Customer Queries and Seamless Support with Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Karishma W. | Integration Engineer Intern, Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Freshdesk?** It makes it easier for end customers to reach the company with their queries, and it also helps agents on Freshdesk support the merchant seamlessly. It streamlines communication and helps us track conversations more effectively. **What do you dislike about Freshdesk?** There is no dark mode available. Dark mode will make it more interesting as I am a genz. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps centralize all customer queries in one place, automate workflows, and track ownership and SLAs. This results in faster responses, better visibility, improved collaboration, and a smoother customer experience. ### 6. Intuitive Interface, Essential Automations **Rating:** 5.0/5.0 stars **Reviewed by:** Máté K. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Freshdesk?** I like Freshdesk's user interface and automations. The integrations, rules, and hourly state changes are very well made. It really helps that our agents don't need to check the status of tickets manually, as we have a rule that closes tickets after seventy-two hours if there's no reaction. The Jira integration is also quite useful, allowing us to communicate effectively with our IT team. **What do you dislike about Freshdesk?** Maybe the Jira connector. We cannot search sprints. We have a few problems with that, but overall, it's okay. But it could be improved. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk to manage tickets and resolve customer issues, streamlining onboarding processes through its various states. ### 7. Freshdesk Simplifies Ticket Management and Boosts Team Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Hitesh k. | Software Development Engineer I (SDE-1), Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2025 **What do you like best about Freshdesk?** * Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries. * Omnichannel support keeps all conversations in one place. * Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance * Built-in knowledge base that reduce repeat questions and empowers customers with self-service options. * Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos. **What do you dislike about Freshdesk?** * The Dashboard can feel slow during peak usage when handling a high volume of tickets. * Reporting and analytics are limited - creating fully customized reports takes extra effort. * The mobile app is helpful but doesn't provide the same depth of features as the desktop version. * Some UI customizatons(like tailoring ticket views and fileds) could be more flexible. **What problems is Freshdesk solving and how is that benefiting you?** *Centralized support- Brings all customer querues into a single platoform, reducing confusion. *Faster response times - Automation rules and canned responses help agents resolve tickets more quickly| *Better workload management- Auto-assignment and categorization ensure tickets go to the right team members. *Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support. *Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends. ### 8. Feature-Rich and Scalable for Growing Businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Freshdesk?** The amount of features that you could use and how you can scale it for your business. **What do you dislike about Freshdesk?** It’s hard to point to one thing at a general level, but one issue that causes a bit of struggle is when email threads aren’t merged. In those cases, you end up seeing both the latest email reply and the entire email thread repeated with every action. **What problems is Freshdesk solving and how is that benefiting you?** The main thing it solves for us is collecting all customer questions and issues. It helps our team gather the right information and respond in a clear, structured way. ### 9. Basic Ticketing with Ease of Use, Lacks Comprehensive Features **Rating:** 3.5/5.0 stars **Reviewed by:** David C. | System Infrastructure Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Freshdesk?** I find Freshdesk easy to use and setup. **What do you dislike about Freshdesk?** There aren't a lot of features and integration with other applications or systems. Also, the 'how to' and FAQ page is lacking compared to Zendesk or other ticketing systems. The initial setup isn't very easy due to lots of customization, and you have to design it how you want it. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk as a ticketing system for tracking tickets. It's easy to use and set up. ### 10. A Simple, Reliable, and Scalable Helpdesk Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Christophe R. | International Sales & Marketing Director, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2025 **What do you like best about Freshdesk?** The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools. **What do you dislike about Freshdesk?** Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control. ### 11. It has been amazing **Rating:** 4.0/5.0 stars **Reviewed by:** Jolynne G. | CSR agent, Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2025 **What do you like best about Freshdesk?** Freshdesk Ai services are the best and makes solving tickets much faster. **What do you dislike about Freshdesk?** The shortcuts are hard to navigate, and there are a lot of buttons that may not be necessary. **What problems is Freshdesk solving and how is that benefiting you?** Helps solve tickets faster and can add notes to ensure accuracy. ### 12. Beginner-Friendly Omnichannel SaaS with Responsive Support **Rating:** 4.5/5.0 stars **Reviewed by:** Sujay R. | Head of Customer Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2026 **What do you like best about Freshdesk?** An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle. **What do you dislike about Freshdesk?** Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process. **What problems is Freshdesk solving and how is that benefiting you?** A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance. ### 13. Freshdesk keeps our customer support organized, efficient, and responsive. **Rating:** 4.5/5.0 stars **Reviewed by:** Bolaji A. | Service Desk Analyst, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2025 **What do you like best about Freshdesk?** What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things. The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity. In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters. **What do you dislike about Freshdesk?** While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be. Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like. That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves one of the biggest challenges in customer support: staying on top of requests without letting anything slip through the cracks. Before Freshdesk, tracking emails, chats, and calls across different platforms felt disjointed. Now, everything comes into a single system, which means no more missed client requests or late responses. For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues. Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech. ### 14. Feature-Rich, but Pricing, Complexity, and Performance Issues Hold It Back **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshdesk?** Easy-to-use interface that requires minimal training Strong ticketing and omnichannel support for email, chat, phone, social Helpful automation features that reduce repetitive support tasks **What do you dislike about Freshdesk?** Pricing increases quickly when adding advanced features or more agents Some users report slow or inconsistent customer support experiences The platform can become overwhelming because of the large number of features and settings Occasional ticket duplication and performance slowdowns during high volumes **What problems is Freshdesk solving and how is that benefiting you?** Improves cross-team collaboration with integrations like Slack and Microsoft Teams Speeds up response and resolution times by giving agents full customer context in one place Supports scalable customer service with AI chatbots and workflow automation ### 15. User-Friendly Interface and Powerful Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul C. | Grievance Redressal Team, Small-Business (50 or fewer emp.) **Reviewed Date:** December 17, 2025 **What do you like best about Freshdesk?** What I like best about Freshdesk is its user-friendly interface combined with powerful ticket management features. It’s easy to navigate, which helps teams respond to customer queries quickly and efficiently. **What do you dislike about Freshdesk?** Additionally, reporting and analytics can feel less flexible when deeper, highly customized reports are needed. There are also occasional performance lags or UI delays, especially when handling a high volume of tickets. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves the challenge of managing high volumes of customer queries efficiently from a single platform. It brings emails, tickets, and customer conversations into one centralized system, which helps avoid missed requests and improves response times. ### 16. Simplified Customer Support Management **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica B. | Operations and Scheduling Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** January 28, 2026 **What do you like best about Freshdesk?** I like how simple Freshdesk is to use and it's not very hard to learn. I also like that you can create tags and sections in the forms to help us see where a true issue may be developing or manage data to know where we might need help for customers. It's handy if we're frequently seeing problems with billing or refunds, or just spam responses. We can label and manage that data. **What do you dislike about Freshdesk?** I truly like it and love the reporting we can pull. **What problems is Freshdesk solving and how is that benefiting you?** I find Freshdesk keeps everything organized, helping us manage help articles, tech concerns, and client issues efficiently. It reduces our email volume, allowing us to focus on clients truly needing help. ### 17. Efficient Ticket Management with Minor Reporting Limits **Rating:** 4.5/5.0 stars **Reviewed by:** Mansi T. | Technical Support Engineer **Reviewed Date:** November 17, 2025 **What do you like best about Freshdesk?** I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently. **What do you dislike about Freshdesk?** I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication. ### 18. Does what it says on the box **Rating:** 4.5/5.0 stars **Reviewed by:** Will v. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 02, 2025 **What do you like best about Freshdesk?** Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner. We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more. **What do you dislike about Freshdesk?** I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service. **What problems is Freshdesk solving and how is that benefiting you?** Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries. These get converted into tickets, get routed to the right people, get categorised and get tracked. Simple, basic and very effective. ### 19. Strong Functionality That Helps Us Support Customers **Rating:** 4.5/5.0 stars **Reviewed by:** Craig S. | Service and Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2026 **What do you like best about Freshdesk?** The functionality is strong, and it gives us a great way to help our customers. **What do you dislike about Freshdesk?** Choosing the option that’s best suited to your specific needs can take a lot of legwork. **What problems is Freshdesk solving and how is that benefiting you?** AI integration helps our techs and customers. They’re leading in that area for CRMs. ### 20. Powerful Ticketing, Automation, and Reporting That Streamline Support **Rating:** 4.5/5.0 stars **Reviewed by:** Ishita M. | Executive - Website Management, Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2026 **What do you like best about Freshdesk?** The Ticketing system, automation rules and reporting features are very useful. It helps streamline support operations and ensures that no customer query is missed. **What do you dislike about Freshdesk?** The search feature can feel a bit limited at times, especially when I’m trying to quickly find older tickets or locate a specific ticket. **What problems is Freshdesk solving and how is that benefiting you?** It helps in handling multiple customer queries efficiently without missing anything. i use Freshdesk daily to track tickets, respond to users and monitor resolutions status which makes support more structured and reliable. ### 21. Solid Support Tool with Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Somil S. | Process Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Freshdesk?** I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software. **What do you dislike about Freshdesk?** Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files. **What problems is Freshdesk solving and how is that benefiting you?** I use it to enhance our support experience, improving organizational reputation and user satisfaction. ### 22. User-Friendly Interface and Efficient Ticket Management **Rating:** 5.0/5.0 stars **Reviewed by:** Sonali D. | escalation specialist, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2025 **What do you like best about Freshdesk?** I like Freshdesk best for its user-friendly interface, efficient ticket management, and seamless customer support automation. **What do you dislike about Freshdesk?** "Sometimes the system can feel slow when handling a large volume of tickets, and navigating between multiple modules can be slightly cumbersome." **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps streamline customer support by organizing all customer queries into a single platform, automating ticket routing, and tracking SLAs effectively. This reduces manual effort, improves response times, and ensures no customer request is missed. For me, it makes case handling more structured, improves coordination with internal teams, and helps deliver timely and consistent support to customers. ### 23. Freshdesk: ticket management and intuitive automations that increase efficiency. **Rating:** 5.0/5.0 stars **Reviewed by:** Ana S. | Gerente de Contas - Freshworks , Mid-Market (51-1000 emp.) **Reviewed Date:** March 05, 2026 **What do you like best about Freshdesk?** The ease of managing tickets and automations. The tool is very intuitive, which facilitates adoption by the team, and the custom reporting features, dashboards, and automations greatly help in gaining efficiency in service. Support via partners greatly aids communication and simplified implementation through configurations. **What do you dislike about Freshdesk?** At times, changes in the pricing model or in functionalities can raise questions and require adjustments from companies that already use the platform. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk resolves the lack of visibility over customer service and the disorganization in the process. ### 24. User-Friendly Ticket Merging That Keeps Support Flowing **Rating:** 4.5/5.0 stars **Reviewed by:** Charlton L. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2026 **What do you like best about Freshdesk?** User friendly and easy to merge related tickets. **What do you dislike about Freshdesk?** The only problem with Freshdesk is that there's no AI suggestion for replies. **What problems is Freshdesk solving and how is that benefiting you?** Customer service related concerns on how refund, status of the order ### 25. Centralized Ticketing with Easy Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Priyanshu S. | Admin **Reviewed Date:** December 25, 2025 **What do you like best about Freshdesk?** I like Freshdesk's clean, easy-to-use interface and strong automation features. The ticket management, SLA tracking, and multi-channel support work especially well and help teams stay organized while responding to customers efficiently. The initial setup was very easy, with guided onboarding, clear settings, and quick configuration that allowed us to start handling tickets almost immediately. **What do you dislike about Freshdesk?** Some advanced customization and reporting features are limited on lower-tier plans, and setting up complex automation rules can take time. Improving reporting flexibility and simplifying advanced configurations would make the experience even better. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk to manage customer support tickets, respond to queries across multiple channels, and track issues. It solves the problem of scattered queries by centralizing them into one system, helping me stay organized and provide consistent, high-quality customer support. ### 26. SMB experience with Freshdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Payton B. | Assistant Director of Technology, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2025 **What do you like best about Freshdesk?** Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years. **What do you dislike about Freshdesk?** There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly. **What problems is Freshdesk solving and how is that benefiting you?** Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive. ### 27. Very precise and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** May Ann A. | Account Manager in Business Development, Consumer Services, Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2024 **What do you like best about Freshdesk?** The filter option to differentiate the ticket types. **What do you dislike about Freshdesk?** The interface, I think it can be improved to make it even more user friendly. **What problems is Freshdesk solving and how is that benefiting you?** Operational Challenges issues ### 28. Simple Interface, But Serious Billing & Support Issues After 9 Years **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2025 **What do you like best about Freshdesk?** The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions. **What do you dislike about Freshdesk?** After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way. The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software. For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features. However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management. ### 29. Clean Interface and Reliable Features You Can Count On **Rating:** 4.5/5.0 stars **Reviewed by:** Ajith A. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Freshdesk?** I really appreciate the clean interface and the reliable features. **What do you dislike about Freshdesk?** We occasionally run into errors that create confusion when communicating with our clients. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps me track client requests and respond in a timely, efficient manner. ### 30. Effortless Support Management with Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** BLESSING I. **Reviewed Date:** January 30, 2026 **What do you like best about Freshdesk?** I really like the child ticket option in Freshdesk. The fact that it duplicates the information from the parent ticket is fantastic. It makes the escalation process seamless because I don't have to manually duplicate the information into the child ticket. Additionally, the initial setup of Freshdesk was very easy for me and my team. **What do you dislike about Freshdesk?** Under the filter option, I am unable to select the specific time frame I want. I can only select the options on the platform. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves the problem of documentation, providing guidance and clarity when treating customer issues. The child ticket option makes escalation seamless by duplicating information from the parent ticket. ### 31. Easy to Learn, Efficient Ticketing, and Smooth Integrations **Rating:** 5.0/5.0 stars **Reviewed by:** Robert G. | Freshworks SMB Growth Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Freshdesk?** Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate. **What do you dislike about Freshdesk?** Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage. **What problems is Freshdesk solving and how is that benefiting you?** Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline. ### 32. Easy, Straightforward Tool for Creating Requests and Reporting Issues **Rating:** 5.0/5.0 stars **Reviewed by:** Camila S. | Account manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Freshdesk?** Easy to use, straight to the point, user-friendly, lets me create and submit requests, report issues, and get. The automation and reporting features save time and help improve response times. Helpdsk solutions too **What do you dislike about Freshdesk?** nothing negative,im a user of it, but i dont find any problem or negative. pretty straightforward **What problems is Freshdesk solving and how is that benefiting you?** keeping everything organized in one place. Support tickets are tracked properly, and responses are faster , immediate alerts and notifications ### 33. Streamlined Enquiry Management, Needs Better Generative AI **Rating:** 5.0/5.0 stars **Reviewed by:** Lettitia F. | Head of Marketing, Communication and Customer Experience **Reviewed Date:** January 22, 2026 **What do you like best about Freshdesk?** I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently. **What do you dislike about Freshdesk?** I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods. ### 34. Freshdesk Simplifies Support & Great Tool For Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2025 **What do you like best about Freshdesk?** Freshdesk provides easy navigation and usage. It's simple to create tickets, document the ticket properties, receive notifications over email when the client responds to the automation, and we can even automate internally, like scheduled ones. I have created an automation that will automatically send a response to customers who initiate chat or send emails on weekends, and they will get automated messages that tell them our unavailability and share knowledge base articles for reference, providing info that we will be back on Monday. This helped us a lot since earlier we were working 24X7, now we are working 24x5. This made life easier to take a break at least two days a week. It made our customer interactions and supporting them over email easier. Implementing the changes, like in tags, ticket properties, and categorization, private notes, is easy. Integration with the different apps, like we have integrated Freshdesk with Slack. **What do you dislike about Freshdesk?** It's about the limitation that it's currently not possible to customize or separate the mandatory field for ticket creation versus outbound email creation. Also, with a plan change due to budget constraints, we have limited agents' role licenses, but we have more agents who need to work in Freshdesk, so we wanted to use collaborators. But collaborators can't send responses to the customers, which was our biggest requirement. Now, with a limited agent role license, we have to deactivate them on a daily basis. **What problems is Freshdesk solving and how is that benefiting you?** Easier navigation and features to use, like creating tickets, adding ticket properties, and then adding scenario automations, so that all agents can use it for similar queries. Then, adding canned responses that made our agents feel free to use, and also, they can create their own canned responses for all similar types of queries. With the workflows and automations, we are able to achieve quick support interactions and visibility on what's happening in the ticket, and then keeping priority, if high, then it will automatically be assigned in the queue for quick handling. I must say it saves a lot of time. ### 35. Easy to Use, Perfect for IT Management **Rating:** 5.0/5.0 stars **Reviewed by:** Leonidas R. | Network Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2025 **What do you like best about Freshdesk?** I love how easy it is to use Freshdesk. The platform is incredibly user-friendly, which means I don't need extensive training to start using it effectively. It is very intuitive, making it ideal for quickly aligning a work team without obstacles. Additionally, it is visually pleasing and easy to navigate, which makes the user experience enjoyable. Freshdesk allows me to effectively manage user requests through its ticketing system, promoting efficient and orderly organization of tasks within the IT department. Additionally, the inventory management feature helps maintain a clear and accessible order, directly linking equipment with usernames. I also greatly value its ability for quick and easy integration with the cloud, which adds an extra layer of convenience to my daily work. **What do you dislike about Freshdesk?** There aren't many aspects of Freshdesk that I dislike, but I would say it would be useful to have a broader integration with social networks. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk to efficiently manage user requests and handle equipment inventory, organizing everything in a visual and easily accessible way. ### 36. Still Good, but there are better options. **Rating:** 4.0/5.0 stars **Reviewed by:** Hunter B. | Technology Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** December 19, 2021 **What do you like best about Freshdesk?** The interface visually is clean and simple. Couple this with a navigation menu that is not busy, or complicated, and you have a fantastic blend of simplicity and functionality rolled into one. **What do you dislike about Freshdesk?** It is only for ticketing. If that is what you are looking for only, then that is fine. Otherwise for startup MSPs, you might want to go with an all-in-one solution of ticketing, RMM, asset management, etc. **What problems is Freshdesk solving and how is that benefiting you?** A dynamic ticketing system directs our customers to log their problems formally. Having a written record of their problem helps us track current issues and identify trends. ### 37. Freshdesk Reinvents Customer Support by AI. **Rating:** 4.5/5.0 stars **Reviewed by:** Anand D. | Options Trader | Candlestick Strategy Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2025 **What do you like best about Freshdesk?** I like the way Freshdesk brings all channels of communication under a single easy to use interface. The Freddy AI Copilot is the actual game changer that it assists with summaries, reply suggestions, and even live translations, which allow working with tickets to be quicker and more precise. **What do you dislike about Freshdesk?** Customization of the workflows and automation rules may require some time to make it the way you desire. When established, however, everything goes well. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk assists me in handling all support requests made on various platforms without leaving anything out. The included AI capabilities minimize the response time and increase the productivity after which my team focuses on solving the complicated problems, and automatic answers are the replies to the basic queries. ### 38. All-in-One Ticketing That Keeps Our Teams Coordinated **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Freshdesk?** Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk. **What do you dislike about Freshdesk?** Maybe they could have more grouping options like folders to group similar issues. **What problems is Freshdesk solving and how is that benefiting you?** Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions. ### 39. Freshdesk **Rating:** 4.5/5.0 stars **Reviewed by:** Anshu K. | Product specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2025 **What do you like best about Freshdesk?** Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation. **What do you dislike about Freshdesk?** some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation. **What problems is Freshdesk solving and how is that benefiting you?** Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry. ### 40. Easy-to-Use Filtering and Drill-Down That Just Works **Rating:** 5.0/5.0 stars **Reviewed by:** Lindsey S. | Firm Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** February 24, 2026 **What do you like best about Freshdesk?** The ease of use. Filtering by customer & drilling down by specific names is very user friendly. **What do you dislike about Freshdesk?** Time sheet summary used to auto sum hours for me, but that feature was taken away. **What problems is Freshdesk solving and how is that benefiting you?** It helps us coordinate & organize multiple issues tickets in a fashion that can be followed up on timely. ### 41. Effortless Ticket Management and User Collaboration **Rating:** 5.0/5.0 stars **Reviewed by:** Tosin O. **Reviewed Date:** January 22, 2026 **What do you like best about Freshdesk?** I find Freshdesk great for making workflows faster and resolving tickets efficiently. It helps with analysis and updates on devices and keeps me informed about backlogs at our repair center. I love that it streamlines the acknowledgment and passing of messages to third parties quickly. The efficiency in providing detailed data on every task is impressive. I actually love the surprise factor it brings when problems are resolved, sometimes leaving my colleagues in awe. Also, the setup was smooth, easy, and understandable. **What do you dislike about Freshdesk?** Nothing **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk speeds up workflows, helps resolve tickets, tracks backlogs, facilitates message passing, and enables team awareness on issues resolved without direct contact. ### 42. Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Arun K. | Quality Engineer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Freshdesk?** The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively. The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers. **What do you dislike about Freshdesk?** From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support. One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction. ### 43. Extremely Easy to Use—Feels Familiar If You’ve Used Facebook **Rating:** 5.0/5.0 stars **Reviewed by:** elroy j. | Omni-channel Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2026 **What do you like best about Freshdesk?** Extremely easy to use and understand. If you have used Facebook before, you will be able to use FreshDesk **What do you dislike about Freshdesk?** Nothin that i dislike. Everything is easy to use **What problems is Freshdesk solving and how is that benefiting you?** It provides a streamlined platform which allows us to respond and resolve customer issues in realtime without complicated dashboards and unnecessary functions. Because of this, we are able to improve our customer satisfaction through optimized response times ### 44. One of the Best, Most User-Friendly Ticketing Tools **Rating:** 5.0/5.0 stars **Reviewed by:** Mayur S. | Data Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2026 **What do you like best about Freshdesk?** It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly. **What do you dislike about Freshdesk?** Sometimes I run into syncing issues when assigning tasks in Jira. **What problems is Freshdesk solving and how is that benefiting you?** With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful. ### 45. FreshDesk Agent Review **Rating:** 3.5/5.0 stars **Reviewed by:** Swastik A. | Senior Software Engineer, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about Freshdesk?** What I like about Freshdesk is how it streamlines communication across teams, making it easier to manage inter-team dependencies and track the lifecycle of each ticket through clearly defined states. Recently, I’ve also appreciated features like: Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets. Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow. Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability. Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly. These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers. **What do you dislike about Freshdesk?** One area where Freshdesk can improve is customizable notifications — currently, it lacks the flexibility to tailor alerts exactly to individual preferences or specific use cases, which can lead to either notification fatigue or missed updates. **Recommendations to others considering Freshdesk:** It's a great platform to resolve inter-team dependencies. **What problems is Freshdesk solving and how is that benefiting you?** Inter-team Communication to resolve dependencies. ### 46. Efficient and Customizable Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2026 **What do you like best about Freshdesk?** Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized. **What do you dislike about Freshdesk?** Some advanced customizations can take time to configure properly, and certain features could feel more intuitive. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency. ### 47. Freshdesk Makes Customer Support Easy and Efficient!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Jithin C. | Risk Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 09, 2025 **What do you like best about Freshdesk?** What I like best about Freshdesk is its intuitive and user-friendly interface, which makes managing customer tickets easy and efficient. The platform is quick to implement, so we were up and running with minimal downtime. We use it frequently every day, and its automation features significantly reduce manual work. Plus, the multi-channel support ensures smooth communication across email, chat, phone, and social media. The robust reporting and integration options also provide valuable insights and flexibility to tailor workflows. **What do you dislike about Freshdesk?** Strong Support Features, but UI Can Improve **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk solves the problem of scattered customer communications by consolidating all tickets from different channels into one platform. It helps us manage support requests efficiently, avoid missed queries, and respond faster. This improves customer satisfaction and reduces the workload on our support team. Automations and easy ticket prioritization save time, allowing us to focus on resolving issues rather than organizing them. ### 48. Efficient Analytics and Seamless Setup **Rating:** 5.0/5.0 stars **Reviewed by:** Neil A. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 25, 2026 **What do you like best about Freshdesk?** I use Freshdesk to deal with incoming customer enquiries and complaints. I find the analytics very useful, as it allows me to monitor incoming traffic and agents' workloads. The fast response to customers is another highlight for me. Additionally, I appreciated that the initial setup was very easy. **What do you dislike about Freshdesk?** Nothing **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk to handle customer enquiries and complaints. It logs and keeps a record of customer correspondence. The analytics are useful for monitoring incoming traffic and agent workloads, and it enables fast responses to customers. ### 49. Review of Freshdesk operations **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit S. | Assistant Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshdesk?** A detailed review tool for enhancing customer support and bringing smooth experience between the customer and the organisation. **What do you dislike about Freshdesk?** There is a lot of time consuming observed while refreshing. **What problems is Freshdesk solving and how is that benefiting you?** We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue ### 50. Easy to Use, Flexible Ticket Automation and Workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Freshdesk?** Easy to use. Can have full-time agents or collaborators, and restrictions to specific groups of tickets. I like the features for canned responses, email templates, and other automation features for assigning tickets. Lots of flexibility to build into the system based on internal workflows and segmentation of data, customers, etc. **What do you dislike about Freshdesk?** Would like to see more controls around SLA tracking. **What problems is Freshdesk solving and how is that benefiting you?** Managing a growing number tickets as our customer count grows, and tracking different things on tickets so the details don't get lost. ## 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=3&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-17+03%3A53%3A55+-0500&secure%5Bsession_id%5D=54cdc376-d51f-45c4-95a4-b071c318a0ff&secure%5Btoken%5D=09c4539d28f08db332cff1183c5b9e711aff2ac87ef8b5a2eb9a985b899013bd&format=llm_user) ## Freshdesk Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Airtable](https://www.g2.com/products/airtable/reviews) - [Allegra](https://www.g2.com/products/allegra/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [Atlassian Data Center](https://www.g2.com/products/atlassian-data-center/reviews) - [Azure Active Directory Domain Services](https://www.g2.com/products/azure-active-directory-domain-services/reviews) - [Azure DevOps Labs](https://www.g2.com/products/azure-devops-labs/reviews) - [Bamboo](https://www.g2.com/products/bamboo-metrix-bamboo/reviews) - [Bitrix24](https://www.g2.com/products/bitrix24/reviews) - [Brevo Marketing Platform](https://www.g2.com/products/brevo-marketing-platform/reviews) - [Calendly](https://www.g2.com/products/calendly/reviews) - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) - [Exotel Customer Communication Platform](https://www.g2.com/products/exotel-customer-communication-platform/reviews) - [Facebook](https://www.g2.com/products/facebook/reviews) - [Freshcaller](https://www.g2.com/products/freshcaller/reviews) - [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Gravity Forms](https://www.g2.com/products/gravity-forms/reviews) - [Gupshup](https://www.g2.com/products/gupshup/reviews) - [Harvest](https://www.g2.com/products/harvest/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [intalk.io](https://www.g2.com/products/intalk-io/reviews) - [Intuit Mailchimp Email Marketing](https://www.g2.com/products/intuit-mailchimp-email-marketing/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jotform](https://www.g2.com/products/jotform/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [MightyCall](https://www.g2.com/products/mightycall/reviews) - [monday CRM](https://www.g2.com/products/monday-crm/reviews) - [n8n](https://www.g2.com/products/n8n/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) - [PDQ Deploy & Inventory](https://www.g2.com/products/pdq-deploy-inventory/reviews) - [Planhat](https://www.g2.com/products/planhat/reviews) - [Playvox Quality Management](https://www.g2.com/products/playvox-quality-management/reviews) - [ServiceNow Connector](https://www.g2.com/products/servicenow-connector/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Slack Connector for Jira](https://www.g2.com/products/slack-connector-for-jira/reviews) - [SparkTG](https://www.g2.com/products/sparktg/reviews) - [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) - [Telavox](https://www.g2.com/products/telavox/reviews) - [Textline](https://www.g2.com/products/textline/reviews) - [The CDC Solution](https://www.g2.com/products/the-cdc-solution/reviews) - [Trustpilot](https://www.g2.com/products/trustpilot/reviews) - [Twilio](https://www.g2.com/products/twilio/reviews) - [UltimateAI](https://www.g2.com/products/ultimateai/reviews) - [Unicommerce](https://www.g2.com/products/unicommerce/reviews) - [Unity](https://www.g2.com/products/unity/reviews) - [Webbtree Talent Discovery](https://www.g2.com/products/webbtree-talent-discovery/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) - [WordPress.com](https://www.g2.com/products/wordpress-com/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) - [Zoho Mail](https://www.g2.com/products/zoho-mail/reviews) ## Freshdesk Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Usability** - All-Employee Access - Supporting Documents - Two-Way Communication **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - 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) - 4.3/5.0 (6,650 reviews)