Freshdesk Reviews & Product Details

One of the biggest advantages of using Fresh works is its user-friendly and intuitive interface, which makes it easy to navigate while handling calls. It allows agents to create and track tickets efficiently, route concerns to the appropriate department, and provide guests with real-time updates during the same interaction. Fresh works also centralizes customer information, improves follow-up tracking, enhances team collaboration, and helps ensure issues are resolved in a timely manner, leading to a better customer experience and increased productivity. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. Review collected by and hosted on G2.com.

The only thing I felt was not great is how child tickets are handled. Whenever a child ticket is created, it shows up as a separate ticket. If the child ticket could appear under the parent ticket instead, it would be much easier to manage and follow. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it streamlines customer support management. Creating, assigning, and tracking support tickets feels simple and clear, which helps teams stay organized and respond to customers more efficiently.

Its automation tools—like ticket routing, SLA management, and canned responses—save time and boost productivity. Freshdesk also integrates smoothly with other business tools, making it easier to handle customer interactions from a single platform.

Another standout area is reporting and analytics, which offer helpful insights into team performance and customer satisfaction. The platform is easy to pick up, and the onboarding experience is straightforward, so new users can become productive quickly.

Overall, Freshdesk is a dependable, feature-rich help desk solution that strengthens support operations and helps deliver a better customer experience. Review collected by and hosted on G2.com.

While Freshdesk is a capable customer support platform, there are a few areas where it could improve. Some advanced features—such as stronger automation, deeper analytics, and broader customization—are limited to higher-tier plans, which can drive up costs for growing teams.

For first-time users, the platform can also feel a bit overwhelming due to the sheer number of settings and configuration options. On top of that, certain reports and workflow customizations require additional setup before they fully align with specific business needs.

At times, the web interface may feel slightly slow when dealing with large ticket volumes or when loading more detailed reports. Expanding the AI capabilities and making more advanced features available in lower-tier plans would further improve the overall experience.

Even with these drawbacks, Freshdesk remains a reliable, user-friendly help desk solution that supports day-to-day customer service operations effectively. Review collected by and hosted on G2.com.

What I like most about Freshdesk is its intuitive interface and how it lets me manage customer support tickets efficiently in one place. The automation tools, ticket categorization, and the clear tracking of communication history make day-to-day work smoother and easier to follow. Overall, it helps our team stay organized and respond to customer requests faster, without losing track of ongoing conversations. Review collected by and hosted on G2.com.

What I dislike most about Freshdesk is that some features aren’t as flexible or customizable as I’d like. Setting up more advanced automations and workflows can feel complicated, and a few tasks end up requiring more manual effort than I expected. The reporting tools are another area that could be improved—they could be more intuitive to use and provide greater flexibility overall. Review collected by and hosted on G2.com.

You can see every single action, change, update that the users did (in "recent activity" or "Activities" when in a specific ticket) and it helps us keep track on what is going on with the cases (the follow-ups) and which users did what instead of reading all the notes and trying to deduce. Also, when creating the Canned responses, we are able to reply faster and within the same line. Also, it detects really fast and accurate when an email could be a scam or if we get notify for something that usually we do, it automatically uses the information stored to tag the ticket. (saves us some minutes!) It doesn't seem to slow down even when we have lots of notes, documents or other files which is practical when trying to have all of our documentation in one place. In other words, it has been very easy to use, Our new employees just need the basic training on"what si this button for" but it's a very friendly experience. Definitely worth the price Review collected by and hosted on G2.com.

When migrated from one Freshdesk to a new one, we couldn't have like a back-up or like send the old tickets to the new Freshdesk. It could have been really helpful considering the way we do our follow-ups But so far, so good! That was like 2 years ago Review collected by and hosted on G2.com.

I really like Freshdesk's user-friendly interface. It makes it super easy for both admins and normal team members to have their own separate views. As a beginner, I find it extremely easy to use. The ability to tag issues with pre-made tags is handy, and the multiple formatting tools are really useful when responding to users quickly. Plus, the pricing is justifiable, which adds to its appeal. Review collected by and hosted on G2.com.

The round-robin feature in Freshdesk feels somewhat inadequate. We should be allowed to set loads of filters because each ticket type needs to be categorized separately—like emails, backend issues, and data team generated tickets. Currently, it’s quite haphazard; for instance, one person might get overloaded with emails while others get easier tasks like backend issues. Adding filters for round-robin would be beneficial. Also, the integration with Jira doesn’t work properly, which can be frustrating because it’s something we tend to rely on. Review collected by and hosted on G2.com.

I like the UI because it's very clear and easy to navigate. I think the product documentation feature gets the job done well, focusing on just the information needed without too many bells and whistles. I appreciate the tagging for articles, the analytics that show how many times an article has been viewed, and the ability to preview live articles. Editing is also straightforward, despite some formatting issues. Additionally, the initial setup was easy for me. Review collected by and hosted on G2.com.

The formatting issues in Freshdesk can be a real pain for me. Sometimes when I'm writing an article, the formatting just goes haywire, and it becomes tough to manage. I end up having to start from scratch again, which is pretty frustrating. Review collected by and hosted on G2.com.

I like Freshdesk's clean, simple interface, which makes it easy to see whether something is complete or not. I also appreciate the capability of assigning tickets to specific people and the powerful automation features that send out ticket notifications and trigger third-party applications. Additionally, I find the ability to merge tickets and fork tickets into different ones to be extremely useful. Review collected by and hosted on G2.com.

The interface can be a bit cumbersome and has a lot of information to display. It would be nice if it could be simplified. However, Freshdesk provides an API, which we've used to pull the necessary information into a more user-friendly interface that works better for us. Review collected by and hosted on G2.com.

Freshdesk has a user-friendly interface and an efficient ticket management system. It helps support teams organise customer queries, prioritise issues, and track resolution in one place. I also appreciate its automation feature, knowledge base integration, and multi-channel support, which improve productivity and enhance the overall customer experience. I also like Freshdesk because it is easy to use, helps me manage customer tickets, and offers automation features that make customer support faster and more organised. Review collected by and hosted on G2.com.

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations. Review collected by and hosted on G2.com.

I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier (help@yourdomain.com). Review collected by and hosted on G2.com.

The help and documentation system is not laid out well and often I have to ask support how to do things. Recently they have increased the price and removed discounts that I have had for 6 years, their responsiveness to inquiries about this has been slow. Review collected by and hosted on G2.com.