--- 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 ![Navaneeth M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Navaneeth M.") NM Navaneeth M. L3 Support Engineer Small-Business (50 or fewer emp.) 2/27/2024 "Managing my Workflow with FreshDesk" 4/5 What do you like best about Freshdesk? The ability for multiple people to collaborate and work on a single ticket as well the feature to merge multiple tickets into one so as to avoid confusions. Also the simple UI that helps in easy navigation Review collected by and hosted on G2.com. What do you dislike about Freshdesk? The time taken to sent and receive new tickets, sometimes it takes a lot more time than normal emails. Also the overall performance of the application needs to be enhanced to be able to work faster. Sometimes emails sent by clients are not received in FD also Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Need for separate softwares for emails and chat, multiple user access thereby saving time Review collected by and hosted on G2.com. Show More 5/14/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Themba N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Themba N.") TN Themba N. IT Administrator Mid-Market (51-1000 emp.) 1/28/2026 "Intuitive, Clean Interface with Powerful Automation and Ticket Management" 5/5 What do you like best about Freshdesk? Intuitive and easy to use. The interface is clean and user-friendly, which makes it simple to navigate and get started. The automation features are powerful and help streamline workflows. Ticket management is also great, making it easier to stay organized and keep track of requests. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Reporting can be complex and sometimes difficult to navigate. I also experience occasional system lag, which can slow things down. Setting up automation is tricky and takes more effort than I expected. On top of that, the mobile app still needs improvement to feel as smooth and reliable as the rest of the platform. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk addresses the problem of scattered, untracked support communication by centralizing customer queries from email, chat, phone, and social media into a single, structured ticketing system. Rather than juggling issues across multiple inboxes and platforms, everything is captured in one place, organized, prioritized, and assigned through a unified dashboard. It also helps solve the challenge of accountability and visibility. With clear ticket ownership, SLAs, and status tracking, requests are easier to monitor and far less likely to be missed. As a result, response times improve and follow-ups stay consistent. Automation is another major advantage. Repetitive tasks such as ticket routing, canned responses, and status updates can be handled automatically, saving time and letting the team focus on more complex issues that need attention. Reporting and analytics add further value by highlighting trends, bottlenecks, and workload distribution. This makes it easier to refine processes, support staffing decisions, and maintain service quality over time. Overall, Freshdesk benefits me by improving efficiency, reducing manual work, increasing transparency, and enabling a more professional, consistent support experience. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Customer Onboarding and Support Executive Mid-Market (51-1000 emp.) 10/15/2025 "Great for Managing Tickets and Keeping Customer Support Organized" 5/5 What do you like best about Freshdesk? What I like most about Freshdesk is how simple and well-organized it makes managing customer support. The interface is clean and easy to navigate, even for new users. Ticket tracking, task assignment, and customer replies all happen in one place, which really helps reduce confusion and keep everything consistent. I also appreciate how Freshdesk automates repetitive actions, such as ticket categorization and status updates, and that ends up saving a lot of time. On top of that, the ability to create canned responses and use tags makes it much faster to handle a high volume of requests without losing track of details. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Overall, Freshdesk works really well, but at times the system can feel a bit slow, especially when I have multiple tabs or reports open. The reporting and analytics tools also aren’t as flexible as I’d like, particularly when I’m trying to customize views or pull out deeper insights. It’s not a dealbreaker for me, but it’s definitely an area where there’s room for improvement. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk has helped us add structure and visibility to our customer communication. Before we started using it, support requests often got buried in email threads, and we didn’t have a clear way to track them. With Freshdesk, each ticket has an owner, a priority, and a status, so nothing slips through the cracks anymore. It has also made it easier to measure performance using response times and resolution rates. Overall, it has streamlined our support process, improved customer satisfaction, and made the whole team more efficient and accountable. 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 1/27/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Manish C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Manish C.") MC Manish C. Case management analyst, AR operations Small-Business (50 or fewer emp.) 1/27/2026 "Freshdesk Keeps Tickets Organized and Saves Time with Automation" 5/5 What do you like best about Freshdesk? Freshdesk is very easy to use and doesn’t feel overwhelming, even on busy days. It helps me stay organized by keeping all tickets in one place and making it clear what needs priority. Features like canned responses and automation save a lot of time, and internal notes make team coordination smoother. Overall, it helps me work faster, stay on track, and handle customer issues more confidently. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? At times, Freshdesk can feel a bit slow or laggy, especially when handling multiple tickets at once. Some features take a few extra clicks to access, which can slow down the workflow on busy days. The reporting and search filters could also be more flexible and intuitive. While it’s a strong tool overall, a few performance and usability improvements would make the daily experience even smoother. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk solves the problem of scattered customer queries by bringing everything into one organized system. Instead of juggling emails or missing follow-ups, all tickets are tracked, prioritized, and clearly assigned. This helps me stay focused, manage my workload better, and respond on time. As a result, my work feels more structured, communication with customers is smoother, and overall efficiency and confidence in handling issues have improved. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") AI Verified User in Information Technology and Services Small-Business (50 or fewer emp.) 1/23/2026 "Freshdesk Turned Our Daily Support Chaos Into a Routine We Can Trust, It's Reliable and Easy to use." 4/5 What do you like best about Freshdesk? The ticket view is clean and switching between conversation feels effortless. I especially like how internal notes work we can discuss an issue internally without confusing the customer. Over time, the automation has quietly taken work off my plate, like tagging tickets correctly and assigning them to the right person without manual effort. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? When I wanted to fine tune reports or customize workflows, I had to spend time exploring menus and documentation. It's not hard, but it's not instantly obvious either. Also, performance can slow a bit when handling a large volume of tickets at once, especially during peak hours. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Before, follow ups were missed and ticket ownership doesn't wasn't always clear. Now every issue has a clear trail from messages to resolution. This has reduced back and forth, improved response times, and helped us stay consistent even when the workload increases. It's made customer support feel manageable instead of reactive. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in E-Learning](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in E-Learning") UE Verified User in E-Learning Mid-Market (51-1000 emp.) 4/8/2026 "A simple, straightforward Customer Service Platform" 4/5 What do you like best about Freshdesk? I like how easily Freshdesk integrates with FreshChat and Freshcaller. The UI is straightforward and easy to understand, and the Freshworks University courses they provide are an excellent introduction to the product for new users. The platform loads quickly, and the search function works well. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? Freshdesk doesn’t include a “Play” function like Zendesk does, and that’s something I really miss. As an agent, I found that competitor feature particularly useful in my day-to-day work. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Before using this tool, I struggled with managing scattered customer information and tracking related tickets efficiently. Now, it provides me with a simple yet comprehensive overview of each ticket, related tickets, and customer details in one place. Although I was not involved in selecting this tool at my new job, it being the product of choice has helped me streamline my workflow, reduce response times, and improve my ability to resolve issues faster, resulting in increased productivity and better customer service. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite JN Jean Louvelle N. Software/Application/Cloud Tech Support Analyst Mid-Market (51-1000 emp.) 1/22/2026 "Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency" 5/5 What do you like best about Freshdesk? I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller AA Aayush A. Assosciate Small-Business (50 or fewer emp.) 4/6/2026 "Streamlined Our ITSM and Customer Support" 4.5/5 What do you like best about Freshdesk? I use Freshdesk as our primary ITSM and customer support platform because it helps us efficiently manage and track support tickets raised by email, portal, etc. I really like the features like SLA management, ticket routing, and multi-channel support that help streamline daily operations. These features support us by setting clear response and resolution timelines based on ticket priority, ensuring that critical issues are addressed on time and that the ticket is assigned to the right person. The initial setup was quite easy and straightforward, and the interface was easy to integrate with our system. Overall, the product is good, and there are no improvements needed right now. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? communication can be improve Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? I use Freshdesk to efficiently manage and track support tickets. It helps us avoid duplicate tickets, improve issue visibility, and ensures no request is missed. Features like SLA management and ticket routing streamline operations, ensuring critical issues are timely addressed and assigned to the right person. Review collected by and hosted on G2.com. Show More 4/8/2026 Validated ReviewerSource: Organic ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Mid-Market (51-1000 emp.) 2/4/2026 "Simple, Smooth UI with All the Features We Need" 5/5 What do you like best about Freshdesk? The UI is simple and smooth, and it includes all the features I need. The performance is the best, with minimal downtime, and it is also affordable. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? There isn’t much of a downside to mention, as it’s perfect and meets all my requirements, especially for small companies. The support for onboarding was okayish, as we were a small client and not very sure about the AI features as we moved to a new platform long before it was released. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? We used it for our support team to manage client support tickets, where clients could report bugs and ask queries. We also had a Jira integration, which let us link bugs. Review collected by and hosted on G2.com. Show More 6/25/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite ![Gabby B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Gabby B.") GB Gabby B. Guest Experience Representative Mid-Market (51-1000 emp.) 8/11/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Easy Ticket Requests and Handy Canned Notes in Freshdesk" 5/5 What do you like best about Freshdesk? It’s easy to use for creating ticket requests, and I can add canned notes to Freshdesk as well. Review collected by and hosted on G2.com. What do you dislike about Freshdesk? When I get the “unable to load” error, it prevents me from completing the process. Review collected by and hosted on G2.com. What problems is Freshdesk solving and how is that benefiting you? When we use it to take calls, it makes sure we take the calls in order. Review collected by and hosted on G2.com. 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