Freshdesk Reviews

User Rating

4.5/5 (Based on 3,988 Ratings)

Rating Distribution

Excellent
63.6%
Very Good
27.9%
Average
3.6%
Poor
1.3%
Terrible
3.6%

User Sentiments

User-Friendly Interface, Extensive Customizations, Robust Ticketing System, Excellent Customer Support

Limited Reporting Functionality, Occasional Software Glitches, Mobile Application Limitations, Confusing Navigation/Menu System

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Review Summary

Overall, reviewers praise Freshdesk's user-friendly interface, ease of use, customization options, and robust features. They find it suitable for businesses of all sizes and appreciate its ticketing system, reporting capabilities, and integrations with other tools. However, some users mention occasional glitches, limited automation capabilities, and challenges with handling complex customer queries. Additionally, a few reviewers express concerns about the pricing structure and suggest improvements in customer support responsiveness.

Pros

Userfriendly and intuitive interface, making it easy for teams to adopt and use.
Offers a wide range of features and customization options to suit different business needs.
Provides robust reporting and analytics capabilities for datadriven decisionmaking.
Excellent customer support with quick response times and helpful resources.

Cons

Can be expensive for small businesses or those with limited budgets.
Some users find the reporting and analytics features to be complex or overwhelming.
Limited integration options with thirdparty applications compared to some competitors.
Occasional performance issues or downtime reported by some users.

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Reviews

BLESSING I

January 30, 2026 Source: G2.com

Effortless Support Management with Freshdesk

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.

Piotr P

January 30, 2026 Source: G2.com

Reliable, Clean UI/UX That Makes IT Support Easy

What do you like best about Freshdesk?

For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk.

What do you dislike about Freshdesk?

If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile.

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

Concentrating problems and solutions in one place, making backlogs easy to manage, it benefits me greatly with the todo list (for on-site support and things that were not entered into the ticketing system)

Pe E

January 29, 2026 Source: G2.com

Easy to Use and Makes Reporting Complaints Simple

What do you like best about Freshdesk?

it is easier to use and report complaint

What do you dislike about Freshdesk?

it is not effective for tracking feedback on complaint

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

It is helping us handle and resolve a large number of engagements from our customers.

Pedro S

January 29, 2026 Source: G2.com

Transformative Customer Service Tool with Chatbot Efficiency

What do you like best about Freshdesk?

I like most the chatbot features in Freshdesk, which help automate tasks. It allows me to handle day-to-day questions that customers may have more efficiently by putting them into a chatbot workflow, which facilitates self-service. This automation significantly reduces the workload, as I believe it cuts down half of the job I would have to do manually. Also, setting up Freshdesk was very easy.

What do you dislike about Freshdesk?

I think, well, we could improve the Freddie AI as a copilot for agents.

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

Freshdesk helps me centralize all tickets and clients from different channels. Its chatbot features automate day-to-day questions, providing self-service and reducing half of my workload in customer service.

Gowri L

January 29, 2026 Source: G2.com

Freshdesk: Straightforward, Efficient UI that proves its worth

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.

Verified User in Financial Services

January 29, 2026 Source: G2.com

Good tool for efficient customer support

What do you like best about Freshdesk?

Never faced any downtimes

What do you dislike about Freshdesk?

Ample customisation options

Recommendations to others considering Freshdesk?

Easy to use

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

The Freshdesk APIs could be more extensive

Verified User in Marketing and Advertising

January 29, 2026 Source: G2.com

SLA management Easy to Use with Great Predefined Reports and Well-Packaged Functionality

What do you like best about Freshdesk?

Easy to use with good predefined reports. Simple of access. A lot of functionality well packages

What do you dislike about Freshdesk?

The rigidity of the SLA engine and the fact not to filter the thread of emails

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

Portal and

Manisha S

January 28, 2026 Source: G2.com

User-Friendly, Powerful Automations

What do you like best about Freshdesk?

I use Freshdesk for our support team, and it's a really user-friendly and efficient tool. The automation feature is something I really like because it has sorted out the processes and keeps everything organized. The search option is incredibly easy to use and very useful; I can literally search a 5-year-old ticket in seconds. Also, it was easy to set up. Freshdesk has made life easy by storing everything in one place and offers easy report making and automations that streamline the process.

What do you dislike about Freshdesk?

The user interface changes very frequently; it would be great if we stick to the one. Changing the text frequently.

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

Freshdesk makes life easy by storing everything in one place, streamlining processes with automation, and ensuring everything stays in line. The easy report making and searchable ticket history are big pluses.

Jessica B

January 28, 2026 Source: G2.com

Simplified Customer Support Management

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.

Shahril R

January 28, 2026 Source: G2.com

KPI Easy to Manage with a Friendly Interface and Handy App Notifications

What do you like best about Freshdesk?

Easy to managed, got app to view notification and reply. friendly interface

What do you dislike about Freshdesk?

so far only the package, pay more get more benefit. but its okay

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

Can track ticket, got dashboard to view status and good for monthly reporting and

Freshdesk Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Freshdesk?

Review Summary

Pros

Cons

BLESSING I

Piotr P

Pe E

Pedro S

Gowri L

Verified User in Financial Services

Verified User in Marketing and Advertising

Manisha S

Jessica B

Shahril R

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