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,...
Learn moreAll Freshdesk Reviews Apply filters
Browse Freshdesk Reviews
All Freshdesk Reviews Apply filters

- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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
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
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
- Industry: Pharmaceuticals
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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.

- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Daily for Free Trial
-
Review Source
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 .
- Industry: Airlines/Aviation
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
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.
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Weekly for 1-5 months
-
Review Source
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.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
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
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
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
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
UseResponseReasons 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- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
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 DeskReasons 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.- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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.
Reasons for Switching to Freshdesk
Based on cost and features Freshdesk at the time seemed the better option for our business needs.- Industry: Information Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
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.

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Education Management
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
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.
- Industry: Broadcast Media
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Insurance
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
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.
- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 6-12 months
-
Review Source
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
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.