# Freshdesk Reviews **Vendor:** Freshworks **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 3,741 ## 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** of Freshdesk, finding it intuitive and efficient for daily tasks. (352 reviews) - Users praise the **ease of use** of Freshdesk, facilitating quick ticket management and smooth team adoption. (237 reviews) - Users appreciate the **effective automation** in Freshdesk, simplifying task management and enhancing customer service efficiency. (179 reviews) - Users value the **efficiency** of Freshdesk, streamlining workflows and enhancing productivity through effective ticket management. (171 reviews) - Users value the **organization and tracking capabilities** of Freshdesk's Ticket Management, enhancing ticket management efficiency. (170 reviews) - Users find Freshdesk's **user-friendly interface** invaluable, simplifying ticket management and enhancing productivity significantly. (163 reviews) - Case Management (131 reviews) - Simple (131 reviews) - User Interface (125 reviews) - Time-saving (122 reviews) **What users dislike:** - Users note the **missing asset management feature** in Freshdesk, which limits functionality compared to FreshService. (115 reviews) - Users face **ticketing issues** with duplicates and slow loading, complicating the process during high volumes of requests. (93 reviews) - Users experience **duplicate ticket creation** in Freshdesk, leading to time-consuming manual merges and delayed resolution times. (93 reviews) - Users find Freshdesk has **limited features** , making it challenging for new users to navigate effectively. (89 reviews) - Users find **advanced features restricted** to higher pricing plans, impacting smaller teams and customization options. (83 reviews) - Limited Customization (80 reviews) - Slow Loading (80 reviews) - Poor Reporting (69 reviews) - Users face challenges with **ticketing system issues** , including child ticket visibility and errors leading to duplicate tickets. (66 reviews) - Learning Curve (65 reviews) ## Freshdesk Reviews ### 1. Efficient Support Platform for Scalable Property Management **Rating:** 3.5/5.0 stars **Reviewed by:** Sritapa D. | Property Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 14, 2026 **What do you like best about Freshdesk?** FD offers a clean and user friendly UI which made it easy for me to manage tenant communication, maintenance requests and support tickets efficiently. The automation features, integrations and AI powered tools helped reduce manual work and improved our response time in our property management operations. It also provides strong value for money with good pricing, performance remains reliable. The reporting tools, customer support features and the communication system made it a good and practical solution for improving our productivity and tenant experience. **What do you dislike about Freshdesk?** While it is easy to use, some advanced automations and AI Features and integrations usually under high end pricing plans, which increased costs as our business was growing. Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks. While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking **What problems is Freshdesk solving and how is that benefiting you?** It helps solve the problem of managing a large volume of tenant communication, tenant requests, and internal coordination in one centralised platform. Instead of handling conversation accross emails, calls and multiple apps, it helped us organize everything into tickets that we could track, through assigning it to different agents, plus it gave us response timelines. How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations. Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations. ### 2. Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Sabina K. | IT Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about Freshdesk?** My favorite feature about Freshdesk is that our entire team was up and running without any actual training in a very brief period. We adore the fact that all our support channels are in one shared dashboard and that keeps everyone on the same page. The automation has helped us save a ton of time on repetitive tasks and the reporting has helped us track our performance as a team. It has sincerely allowed our collaboration to be much easier. **What do you dislike about Freshdesk?** The customization options are a bit limited in some cases when compared to other tools we have used, and the reporting is decent in some cases, though not as detailed as we need to undertake more detailed analysis. Delays on loading occasionally have been a slight inconvenience when dealing in high volumes of tickets. **What problems is Freshdesk solving and how is that benefiting you?** Freshdesk has assisted our team to centralize all the customer support requests in a single location which previously was scattered across various inboxes and channels. The automation has relieved us of much of the manual labor we used to go through, and has allowed us to actually solve problems, as opposed to managing them. All that it has done is to make our support process much more systematized and our customers much happier. ### 3. Efficient Ticketing with Great Features **Rating:** 5.0/5.0 stars **Reviewed by:** Deepak M. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2026 **What do you like best about Freshdesk?** I like that Freshdesk is easy to use, which makes it a great helpdesk tool for my organization. I appreciate the discounted pricing, which is beneficial for us. The custom mail SMTP feature is also a plus, as it allows for more personalized communication options. I'm impressed with the modern features and app integrations, which keep everything organized and centralized in one place. This saves time by having centralized ticketing for the entire organization. The initial setup was very easy, which made the transition smooth. **What do you dislike about Freshdesk?** Sometimes due to a technical glitch, outgoing gets blocked and I have to raise a support ticket, which delays operations. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk for its centralized ticketing system, which saves time for my organization. The easy-to-use interface and app integrations help streamline our operations. ### 4. Streamlined Our District Helpdesk Efficiently **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | District Technology Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2026 **What do you like best 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 communicate and report problems by either logging in and filling out or emailing an address, and the system creates the tickets for them. This helps in managing time and setting priorities for issues. **What do you dislike about Freshdesk?** They have a part that makes the closing of tickets a contest. It is easy to fool and get top spot without doing a whole lot with solving issues. **What problems is Freshdesk solving and how is that benefiting you?** I use Freshdesk for time management, setting priorities for issues, and providing a communication channel for teachers and staff to report problems timely. It's easy to use with multiple ways to submit and manage ticket issues. ### 5. All Customer Conversations in One Place with Freshdesk’s Easy Ticketing & Automations **Rating:** 4.5/5.0 stars **Reviewed by:** Shashwat P. | Senior, Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2026 **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. **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. **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. ### 6. Freshdesk Automation and Custom Scenarios That Simplify Daily Work **Rating:** 4.0/5.0 stars **Reviewed by:** Pavel D. | Sports Database & Data Support Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2026 **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. **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. **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. ### 7. Clean, Intuitive Interface, but Ticket Exports and AI Features Need Work **Rating:** 3.0/5.0 stars **Reviewed by:** Prithvin R. | Solutions Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2026 **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." **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. **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. ### 8. Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Yashshvi S. | Application Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2026 **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. **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. **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. ### 9. Revolutionized Our Customer Management with Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Kaddiel G. | Product Manager, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2024 **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. **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. **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. ### 10. Freshdesk Review **Rating:** 4.0/5.0 stars **Reviewed by:** Vibhor J. | Lead Support, Medical Devices, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **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. **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. **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. ## 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/freshdesk-review-4079432?section=pricing&secure%5Bexpires_at%5D=2026-05-19+14%3A25%3A00+-0500&secure%5Bsession_id%5D=9bd32a20-3e99-4284-92e0-3021735a4ec2&secure%5Btoken%5D=6f9a7d1bb7b35b5aa7d2f8f3e7cda1bdc5d92895b60e5b1e29f45000c73878bf&format=llm_user) ## Freshdesk Integrations - 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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** - 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