--- title: Freshdesk Reviews meta\_title: 'Freshdesk Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 3758 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: 3758 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Freshdesk Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **ease of use** in Freshdesk, facilitating quick ticket management and seamless team adoption. [(352 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1740704&qs=pros-and-cons#reviews) Users appreciate the **ease of use** in Freshdesk, facilitating quick adoption and effective ticket management. [(237 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742623&qs=pros-and-cons#reviews) Users appreciate the **automation features** of Freshdesk, significantly reducing workload and enhancing efficiency in customer support. [(179 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744728&qs=pros-and-cons#reviews) Users benefit from the **high efficiency** of Freshdesk, making ticket management and team collaboration seamless and productive. [(171 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742161&qs=pros-and-cons#reviews) Users appreciate the **effective ticket organization and tracking** in Freshdesk, enhancing work prioritization and collaboration. [(170 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1741976&qs=pros-and-cons#reviews) Users find the **missing asset management feature** in Freshdesk limiting compared to its sister product FreshService. [(115 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1740714&qs=pros-and-cons#reviews) Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. [(93 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742909&qs=pros-and-cons#reviews) Users face **duplicate ticket creation** and slow performance during high volume, impacting resolution times and efficiency. [(93 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744482&qs=pros-and-cons#reviews) Users find the **limited features** of Freshdesk can be overwhelming, particularly for new users seeking simplicity. [(89 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742368&qs=pros-and-cons#reviews) Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. [(83 mentions)](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744399&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Freshdesk ##### 1. Ease of Use Users appreciate the **ease of use** in Freshdesk, facilitating quick ticket management and seamless team adoption. [ See 352 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1740704&qs=pros-and-cons#reviews) See Related User Reviews ![Michael S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael S.") MS Michael S. Mid-Market (51-1000 emp.) 5.0/5 "Streamlined Our District Helpdesk Efficiently" What do you like about Freshdesk? I like that Freshdesk is easy to use and there are several ways to put in and report issues by tickets. I also appreciate that teachers and staff can VG Vishnu G. Mid-Market (51-1000 emp.) 4.5/5 "Freshdesk is really easy to use and very user friendly." What do you like about Freshdesk? It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. ##### 2. Features Users appreciate the **ease of use** in Freshdesk, facilitating quick adoption and effective ticket management. [ See 237 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742623&qs=pros-and-cons#reviews) See Related User Reviews VG Vishnu G. Mid-Market (51-1000 emp.) 4.5/5 "Freshdesk is really easy to use and very user friendly." What do you like about Freshdesk? It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. SP Samuel P. Small-Business (50 or fewer emp.) 5.0/5 "Streamlined Ticketing with Robust Analytics" What do you like about Freshdesk? I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our ##### 3. Automation Users appreciate the **automation features** of Freshdesk, significantly reducing workload and enhancing efficiency in customer support. [ See 179 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744728&qs=pros-and-cons#reviews) See Related User Reviews ![Michael S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Michael S.") MS Michael S. Mid-Market (51-1000 emp.) 5.0/5 "Streamlined Our District Helpdesk Efficiently" What do you like about Freshdesk? I like that Freshdesk is easy to use and there are several ways to put in and report issues by tickets. I also appreciate that teachers and staff can ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Efficient and Customizable Support Platform" What do you like about Freshdesk? Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization opt ##### 4. Efficiency Users benefit from the **high efficiency** of Freshdesk, making ticket management and team collaboration seamless and productive. [ See 171 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742161&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Efficient and Customizable Support Platform" What do you like about Freshdesk? Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization opt ![Robert G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Robert G.") RG Robert G. Small-Business (50 or fewer emp.) 5.0/5 "Easy to Learn, Efficient Ticketing, and Smooth Integrations" What do you like 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 ##### 5. Ticket Management Users appreciate the **effective ticket organization and tracking** in Freshdesk, enhancing work prioritization and collaboration. [ See 170 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1741976&qs=pros-and-cons#reviews) See Related User Reviews VG Vishnu G. Mid-Market (51-1000 emp.) 4.5/5 "Freshdesk is really easy to use and very user friendly." What do you like about Freshdesk? It’s easy to track inventory, and we were also able to keep track of the tickets without any hassle. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Efficient and Customizable Support Platform" What do you like about Freshdesk? Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization opt ### 5 Cons or Disadvantages of Freshdesk ##### 1. Missing Features Users find the **missing asset management feature** in Freshdesk limiting compared to its sister product FreshService. [ See 115 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1740714&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Efficient and Customizable Support Platform" What do you dislike about Freshdesk? Some advanced customizations can take time to configure properly, and certain features could feel more intuitive. ![Pavel D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pavel D.") PD Pavel D. Small-Business (50 or fewer emp.) 4.0/5 "Freshdesk Automation and Custom Scenarios That Simplify Daily Work" What do you dislike about Freshdesk? Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and ##### 2. Ticketing Issues Users experience **ticketing issues** with Freshdesk, such as duplicate tickets and delays during high volume periods. [ See 93 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742909&qs=pros-and-cons#reviews) See Related User Reviews VG Vishnu G. Mid-Market (51-1000 emp.) 4.5/5 "Freshdesk is really easy to use and very user friendly." What do you dislike about Freshdesk? 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 chi ![Guy A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Guy A.") GA Guy A. Small-Business (50 or fewer emp.) 4.0/5 "Easy-to-Use Ticketing and Automations That Streamline Project Workflows" What do you dislike about Freshdesk? Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period wh ##### 3. Ticket Management Users face **duplicate ticket creation** and slow performance during high volume, impacting resolution times and efficiency. [ See 93 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744482&qs=pros-and-cons#reviews) See Related User Reviews VG Vishnu G. Mid-Market (51-1000 emp.) 4.5/5 "Freshdesk is really easy to use and very user friendly." What do you dislike about Freshdesk? 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 chi ![Guy A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Guy A.") GA Guy A. Small-Business (50 or fewer emp.) 4.0/5 "Easy-to-Use Ticketing and Automations That Streamline Project Workflows" What do you dislike about Freshdesk? Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period wh ##### 4. Limited Features Users find the **limited features** of Freshdesk can be overwhelming, particularly for new users seeking simplicity. [ See 89 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1742368&qs=pros-and-cons#reviews) See Related User Reviews ![Dr Lokesh K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dr Lokesh K.") DK Dr Lokesh K. Small-Business (50 or fewer emp.) 5.0/5 "got 2 assignments via freshdesk" What do you dislike about Freshdesk? its limit of contacts must be increased on freshdesk ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Efficient and Customizable Support Platform" What do you dislike about Freshdesk? Some advanced customizations can take time to configure properly, and certain features could feel more intuitive. ##### 5. Limitations Users face **limitations on advanced features and customizations** in Freshdesk, especially impacting smaller teams and high ticket volumes. [ See 83 mentions ](https://www.g2.com/products/freshdesk/reviews?filters%5Bsentiment_snippet%5D=1744399&qs=pros-and-cons#reviews) See Related User Reviews ![Dr Lokesh K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dr Lokesh K.") DK Dr Lokesh K. Small-Business (50 or fewer emp.) 5.0/5 "got 2 assignments via freshdesk" What do you dislike about Freshdesk? its limit of contacts must be increased on freshdesk ![Robert G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Robert G.") RG Robert G. Small-Business (50 or fewer emp.) 5.0/5 "Easy to Learn, Efficient Ticketing, and Smooth Integrations" 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 diffic ![Ashir M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashir M.") AM Ashir M. Small-Business (50 or fewer emp.) 5/26/2026 "User-Friendly with Efficient Automation, Slightly Priced High" 4/5 What do you like best about Freshdesk? I like how Freshdesk is very simple and organized, making customer support and handling queries for email, chat, and other platforms easier. The automation features are really helpful because they reduce manual work by automatically assigning tickets and managing responses, priorities, etc. It's a cloud-based tool that is easy to learn and use, with a clear interface and good automation tools that are great for both small and medium businesses. Additionally, Freshdesk provides good automation and integrations suitable for scaling support teams. I also appreciate the easier setup and learning curve, better ticket organization, and the cleaner dashboard that makes daily operations smoother. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? The design is maybe not the best, like add-ons feature requires expensive plans. The software can feel expensive and slow when handling large ticket volumes. There are too many notifications sometimes, and the integration setup could be better. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk to prevent customer messages from getting lost and to manage support across multiple platforms effectively with a proper record of customer issues. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic SP Shashwat P. Senior Enterprise (\> 1000 emp.) 3/11/2026 "All Customer Conversations in One Place with Freshdesk’s Easy Ticketing & Automations" 4.5/5 What do you like best about Freshdesk? What I like most about Freshdesk is that it keeps all customer conversations in one place. Earlier it was difficult to track emails and support queries across different channels, but with Freshdesk everything becomes a ticket and it’s much easier to manage. The UI is also quite straightforward, so even new team members can get comfortable using it quickly. Automation rules are another thing I like because they help route tickets automatically and save a lot of manual effort. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? One thing I feel could be better is the reporting and analytics section. Basic reports are fine, but if you want more detailed insights you sometimes have to spend time configuring things. Also, some useful features are locked behind higher pricing plans, which can be a bit limiting for smaller teams. Apart from that, occasionally finding certain settings or configurations takes a bit of digging. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? freshdesk mainly helps us organize and track customer support requests in a much better way. Earlier, queries used to come through emails and it was difficult to keep track of which issue was handled and which one was still pending. With Freshdesk, every request becomes a ticket, so it’s easier to assign it to the right person and monitor the progress. It also helps in prioritizing urgent issues and responding to customers faster. Overall, it has made the support process more structured and reduced the chancess of missing customer queries. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic PF Philip F. Mr Construction Small-Business (50 or fewer emp.) 5/22/2026 "Streamlined Support with Efficient Ticket Management" 4/5 What do you like best about Freshdesk? I use Freshdesk to manage customer support tickets, live chat, and self-service help articles. It centralizes emails, routes requests to the right team member, and tracks resolution times efficiently. I appreciate that Freshdesk solves missed emails and slow response times by organizing all support channels in one place. The automation rules and reporting save a ton of time, and the interface doesn’t get in the way when I'm busy. I also like how it was easier to set up compared to Zendesk and cheaper for our team size, making it an attractive choice. The setup was pretty straightforward, and the guided onboarding helped a lot. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Custom reporting and automation are limited on lower plans. The mobile app feels slower than desktop. Advanced features cost extra, so scaling gets expensive for small teams. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk to manage customer support tickets, live chat, and help articles. It centralizes emails, routes requests efficiently, and solves missed emails, slow response times, and scattered conversations by organizing all support channels in one place. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Sunil K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sunil K.") SK Sunil K. Head of Customer Support Enterprise (\> 1000 emp.) 5/22/2026 "Intuitive, User-Friendly Ticketing That Keeps Support Teams Moving" 5/5 What do you like best about Freshdesk? Freshdesk has an incredibly intuitive, user-friendly interface. It makes it easy for our support agents to track, prioritize, and respond to customer tickets, all without a steep learning curve. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? While the basic features are solid, the advanced reporting and analytics tools can feel a bit rigid. Building and customizing more complex reports to track specific team metrics ends up taking more effort than it should. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk has helped us tackle the chaotic challenge of managing customer issues across separate channels by bringing email, live chat, and social media inquiries into one organized dashboard. Before we started using it, our team often ran into duplicated work, overlapping efforts, and delayed responses. Now we can provide real-time, conversational support while also logging more complex complaints without friction. The biggest benefit has been the noticeable improvement in response times and overall team productivity, which has directly led to higher customer satisfaction and a far more organized workflow. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Thank You page ![Pavel D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pavel D.") PD Pavel D. Sports Database & Data Support Coordinator Small-Business (50 or fewer emp.) 2/26/2026 "Freshdesk Automation and Custom Scenarios That Simplify Daily Work" 4/5 What do you like best about Freshdesk? After migrating to Freshdesk, we immediately appreciated the extensive automation options and the ability to create custom scenarios. This was crucial for us, we were able to configure the system to reflect our actual operations and simplify the team’s daily workload. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Prithvin R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Prithvin R.") PR Prithvin R. Solutions Engineer Mid-Market (51-1000 emp.) 5/18/2026 "Clean, Intuitive Interface, but Ticket Exports and AI Features Need Work" 3/5 What do you like best about Freshdesk? The interface is clean and intuitive — ticket views, filters, and agent workflows are easy to pick up without much training. Navigation across modules feels logical, and the dashboard gives a quick snapshot of queue health at a glance." Review collected by and hosted on G2.com. What do you dislike about Freshdesk? It doesn’t offer strong AI features. I can’t even export all tickets from a specific timeframe with the necessary context. There’s also no clean way to export all tickets along with their full content. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I manage the startup experience, so I often need to review an account’s past ticket history to gather context. However, Freshdesk hasn’t been very helpful when it comes to providing that kind of granular, detailed context. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite YS Yashshvi S. Application Analyst Enterprise (\> 1000 emp.) 2/3/2026 "Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support" 5/5 What do you like best about Freshdesk? The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance. Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%. The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues. The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams. While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in. Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups. Key problems solved: 1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount. 2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks. 3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket. 4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%. 5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Kaddiel G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kaddiel G.") KG Kaddiel G. Product Manager Computer & Network Security Mid-Market (51-1000 emp.) 11/8/2024 "Revolutionized Our Customer Management with Efficiency" 5/5 What do you like best about Freshdesk? I like how easy it is to find a ticket in Freshdesk. Having a specific view of what I'm looking for allows me to give quick responses, which improves our efficiency in all aspects. I also appreciate that the initial setup was simple and without many complications. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? I believe that one of the aspects Freshdesk could improve is the incorporation of automatic summaries with artificial intelligence at the ticket level. It would be of great value to have a contextual summary of the complete ticket history, especially in long threads with multiple interactions between the customer and different agents. This functionality would allow understanding in seconds the current state of the case, the key points addressed, the actions already taken, and the pending issues, without the need to read the entire exchange of emails or internal notes. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk for managing communications with clients and suppliers, achieving traceability and efficiency. It resolves the lack of internal communication and provides a history of conversations. The ease of finding tickets improves quick response and efficiency. Review collected by and hosted on G2.com. Show More 2/3/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![Vibhor J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vibhor J.") VJ Vibhor J. Lead Support Medical Devices Mid-Market (51-1000 emp.) 12/9/2025 "Freshdesk Review" 4/5 What do you like best about Freshdesk? 1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works. 2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets. 3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? 1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes. 2. The mobile-based application of this tool is not as smooth as it should be. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets. The plans and pricing are also very reasonable compared to the previous tool. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 Icon 2/2/2026 Current UserValidated ReviewerSource: G2 invite FA Folake A. Contact Center Coordinator (Inbound And Outbound) Enterprise (\> 1000 emp.) 1/30/2026 "Scalable Integration with Reliable Support" 4/5 What do you like best about Freshdesk? I use Freshdesk in our contact center to manage customer issues and internal escalations, and it has been easy to scale as our ticket volume has grown. We integrated it with Genesys Cloud and Microsoft Teams, which has made day-to-day work much smoother. For instance, when issues come in through customer calls, we can log and track them in Freshdesk, and the team can follow up or collaborate in Teams without losing context. Email enquiries also convert directly into tickets, which saves time and keeps everything consistent. The initial setup was straightforward. We customized ticket fields, SLAs, and automated routing so tickets are sent to the right team based on the issue type. This has reduced delays and made ownership and accountability clearer. A major improvement for us is visibility: everyone can see ticket history, status, and updates in one place. That helps us avoid duplicated work and missed follow-ups. The reporting tools are also useful for monitoring response and resolution times. Overall, Freshdesk has made our support process more organized and easier to manage as we continue to grow. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? One limitation I’ve noticed is that Freshdesk doesn’t follow a traditional queue-based structure like some contact center systems, particularly when it comes to ticket intake and assignment. As a result, it can be harder to track metrics such as first response time or true agent handling time with the same level of precision, especially when tickets get reassigned or are worked by multiple teams. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk for automated ticket logging and instant email responses. It easily integrates with platforms like Genesys and Microsoft Teams, making ticket logging easier and more accessible. Review collected by and hosted on G2.com. 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