Freshdesk Reviews

4.5
Overall rating
Reviews

4.5
Overall rating
Reviews
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User Reviews Overview

About Freshdesk

Freshdesk is a cloud-based customer service solution that helps businesses provide effortless service across every customer touchpoint. Freshdesk enables businesses to monitor customer conversations across email, phone, chat,...

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Feature ratings

Value for Money
4.4
Functionality
4.3
Ease of Use
4.5
Customer Support
4.5

Browse Freshdesk Reviews

3,374 of 3,374 reviews
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Nitish
Nitish
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 29/01/2025

About Freshdesk

My overall experience with Freshdesk has been positive. The platform is user-friendly and offers great features like multi-channel support, automation, and a helpful knowledge base

Pros

Freshdesk is Easy to Use and it allows Automation & Workflow Management.

Cons

In Freshdesk there is a limited customization.

‪Mazen
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 09/12/2024

Perspective on fresh disk

Pretty good been using it for years in my company

Pros

That it's cloud based and easily accessible also it gives you trial to try it first for free

Cons

How much they changed the features for the free version

Alternatives Considered

Zoho Desk and CallHippo

Reasons for Switching to Freshdesk

It offered better overall experience and easier interface in my opinion
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
2
Ease of Use
5
Customer Support
1

3
Reviewed on 05/12/2024

You get what you pay for

It really did feel like a big downgrade from Zendesk. I was hoping to be proved wrong in how big of a downgrade it was, but it's quite significant from the onboarding, support, and functionality. If you're just looking for a simple customer support platform on a budget, then Freshdesk is for you. If you're looking for more, you need to spend more.

Pros

When compared to Zendesk which is what we switched from to save money, Freshdesk was much cheaper and our support team found it a bit easier to use. That's where the pros stop, I wish we didn't switch because it really handcuffs my marketing team in regards to what we want to do.

Cons

If you're looking to customize your helpdesk, Freshdesk is not for you. The customization in Freshdesk is very minimal when compared to a Zendesk specifically. I think there are lower cost alternatives to Freshdesk that offer more.

Top Freshdesk Alternatives

ServiceNow Customer Service Management

HappyFox Help Desk

Shir
  • Industry: Pharmaceuticals
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/01/2025

To arrange the best quick and helpful response

Pros

I loved Freshdesk's ability to achieve immediate response across all the channels we use. Freshdesk's ticketing system is powerful, all inquiries are turned into tickets and automatically transferred to the relevant member's panel. The chatbot is great, easy to set up and can cover more than one language at the same time, fast, and accurately understands the content of inquiries to simplify customers' access to the services they need easily.

Cons

There are no negatives to mention. Freshdesk is straightforward, easy to set up. Its arrangement of transferred tickets according to importance is excellent.

Joy
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

4
Reviewed on 23/01/2025

Freshdesk Review by Administrative Coordinator

Customer support for 24/7/365 is the main benefit.

Pros

I am able to offer live chat to our customers which help resolve issues rapidly.

Cons

It depends on internet connection due to lack of offline access.

Vanessa
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 05/01/2025

Excellent email management tool for a shared customer service team

Freshdesk has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably.

Pros

I've been using Freshdesk for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully.
The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go.
I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning.
We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day.

Cons

The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult.

Desiree
Desiree
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/02/2025

Freshdesk is the easiest!

Good it was super easy to learn to use and so helpful for getting things done quickly. Keeps you connected to all the right companies and all your team mates.

Pros

Set up was very easy. It takes no time to learn the ins and outs of Freshdesk. One of the best thing was that the tickets are sorted and you can respond to the most important quickly. The AI easy responses are also great because that gives you more time to do other things.

Cons

The only thing I remotly disliked was was the price Pro is almost 60.00 a month if you pay monthly .

Thorsten
  • Industry: Airlines/Aviation
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 06/01/2025

Help desk and simple call center

Freshdesk notifies the team on updates on the account.

Pros

Freshdesk is easy to create and set automatic responses to incoming emails which keeps clients engaged and waiting for final response from support team.

Cons

It sometimes slow down and resumes later.

Gokul
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
4

4
Reviewed on 30/01/2025

An efficient answer for advanced ticketing with powerful features

I have used Freshdesk with great success, focusing on product support and I would 100% recommend it for that. Nowadays a few of our clients use it in the MSP space and it is great for analytics and ease of configuration. But it doesn’t integrate with a lot of the other tools, which can be improved.

Pros

It's a great solution for advanced ticketing, automated workflows, and omnichannel support. This has made team collaborations easy while working on customer issues. The interface is very user-friendly, and our teams have found it easy to get started quickly too.

Cons

There are areas where Freshdesk falls short, particularly in terms of billing and project management. It could also be better integrated with other tools. And finally, the reporting features could be more customizable as well.

Alexander
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/02/2025

Flexibility and accessible

It is a user-friendly interface and has flexibility scalability features

Pros

Its best in online tracking and its s Security system software is maverick

Cons

I haven't got any problem with it form start

Alistair
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
3

4
Reviewed on 28/02/2024

Good software, support a let down

Painful in terms of getting what we need. The software is good but everything else around it is a let down

Pros

The system is comprehensive with a lot of features and plugins

Cons

The setup process was painful. Call after call booked in with nothing really being achieved. We ended up figuring most things out ourselves.

Ongoing support when there are issues is painfully slow and I feel most of the guys supporting don't understand the system fully themselves

Alternatives Considered

Front and Zendesk Suite

Reasons for Choosing Freshdesk

Useresponse had good software but was limited to WhatsApp integration and we use telegram which didn't work effectively. [sensitive content hidden] was particularly unhelpful when we were over charged and refused a refund even though it was a system issue. On principle we left.

Switched From

UseResponse

Reasons for Switching to Freshdesk

Freshdesk ticked more boxes and worked better with the team. We had very specific asks around Telegram and the way our company works and this was the only product that could accommodate
Kyle
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 19/01/2024

Daily use of Freshdesn

Fantastic, used it for all of my professional career within the IT Industry and i will continue to use it.

Pros

I can only speak for the features i use but i used and even pushed to use freshdesk at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical.

Cons

I do not have any cons about this product.

Alternatives Considered

Spiceworks Cloud Help Desk

Reasons for Switching to Freshdesk

Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features.
Mark
  • Industry: Construction
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
4
Customer Support
4

4
Reviewed on 20/01/2024

Freshdesk - Simply

Pros

The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s.

There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily.

Cons

Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Switching to Freshdesk

Based on cost and features Freshdesk at the time seemed the better option for our business needs.
Gabriel
  • Industry: Information Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 08/12/2023

Very practical. Simply adding innovation and superiority to your work.

Best tool and effortless services. Easy application and reliable outcome. Automation is real.

Pros

Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.

Cons

Freshdesk has no cons. I like everything about it. Truly appreciate.

Vidhi
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/11/2024

Efficient Scalable Solutions for Customer Support Teams

Freshdesk has transformed the way we handle customer support. With automation features and ticket management, we can stay organized and respond on time to keep our customers satisfied. Freshdesk integrates perfectly with CRM solutions and other business platforms, thus centralizing customer information for much more personalized and effective service. It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers, that said, Freshdesk formed almost seamlessly into part of our support toolkit as we scaled effectively while keeping customers happy.

Pros

Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support.

Cons

While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes.

Harry
Harry
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
4

4
Reviewed on 29/08/2024

A great support platform for ensuring client success

A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful.

Pros

It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active.

Cons

It's UI is a little outdated, but it looks like they're improving that constantly.

Mary
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
3
Ease of Use
5
Customer Support
5

4
Reviewed on 21/10/2024

Freshdesk could use a fresh look!!

Overall easy to manage articles and share with others.

Pros

The ease of article and knowledge base creation and management.

Cons

The outdated user interface and inability to privatize articles in the knowledge base.

Surya
  • Industry: Education Management
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 14/11/2024

Freshdesk Review

Pros

I’ve been using Freshdesk for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement.

Cons

There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped.

Jessica
  • Industry: Construction
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/11/2023

Great Application

Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External.

Pros

The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering.

Cons

There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side.

Yuri
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/09/2024

A Great CSS

My experience is very positive, with no lag, great versatility, and performs perfectly for our needs.

Pros

It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance.

Cons

The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software.

Josh
  • Industry: Higher Education
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 15/11/2024

Great for our small support team

Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications.

Pros

Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics.

Cons

Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal.

Kibamba
  • Industry: Broadcast Media
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/11/2024

Positive impact with Freshdesk

It has greatly reduced our response time in customer service and also increased our customer satisfaction.

Pros

It’s the best solution for ticketing and it’s customer support is great.

Cons

So far i got nothing to dislike, everything has been positive.

Jack
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 22/11/2024

Overall a simple and effective support ticketing system

Pros

Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three.

Cons

The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes.

Thurston
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
3

5
Reviewed on 16/02/2024

Freshdesk all in one review

I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.

Pros

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

Cons

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
3
Customer Support
4

4
Reviewed on 24/11/2024

Freshdesk for tech support

Pros

Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support.

Cons

The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open.

3,374 reviews