Freshdesk Reviews & Product Details

Freshdesk provides a very intuitive and user-friendly interface, making it easy for both agents and customers to navigate. The automation features, such as ticket assignment and workflow management, save significant time and reduce manual effort. I also appreciate the seamless integration options with other tools, which enhance overall efficiency. The setup process is straightforward, with an intuitive interface that requires minimal technical expertise. Most features work out of the box, and the guided onboarding helps teams get started quickly. We use Freshdesk daily in Wiley journals to manage author and editorial queries efficiently. It helps us streamline communication, track tickets across different teams, and maintain consistent response times.

The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction. Review collected by and hosted on G2.com.

While Freshdesk is overall very effective, some advanced features are only available in higher-tier plans, which can be limiting for smaller teams. The reporting tools, although detailed, could be more customizable. At times, the system performance can slow down when handling a large volume of tickets. There is a learning curve for mastering automation and workflow customization, and the mobile app does not offer the same level of functionality as the desktop version. Some users have also noted that integrations can be tricky to set up and that Freshdesk’s own customer support response times could be improved. However, implementing more advanced features such as automation, custom workflows, or integrations with third-party tools may require additional time and some technical knowledge. Review collected by and hosted on G2.com.

I like that freshdesk has very user-friendly design, which makes it simple to learn and use even for non technical staff. The setup process was quick and our team could start using it without much effort. I rely on it regularly throughout the day, and wide set of features like ticket categorization, auto-assign and status tracking make managing requests more efficient. It also has strong integration options, so we can connect it with other tools we already use. Review collected by and hosted on G2.com.

The platform sometimes feels crowded with too many features and it takes time to discover which ones are really useful. Some of the integration steps requires technical knowledge, which is difficult for clerical staff to handle alone. Although the customer support team is helpful but response are not always immediate. Review collected by and hosted on G2.com.

Freshdesk stands out for its ease of use. The interface is very straightforward and i was able to start managing tickets with minimal training. The implementation was smooth and our team adpoted it quickly without technical issues. I also appreciate response customer support, which helps whenever we have questions. Since i use it everyday, it has become part of my office routine. The features like ticket management, canned responses and reporting make my tasks much easier. Review collected by and hosted on G2.com.

Although freshdesk is easy overall but sometimes i find that too many features can feel overwhelming, especially for new users. While the integration options are good, setting up certain advanced integrations requires extra help. Review collected by and hosted on G2.com.

It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality Review collected by and hosted on G2.com.

We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay. Review collected by and hosted on G2.com.

Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly. Review collected by and hosted on G2.com.

While Freshdesk is generally easy to use, cutomizing workflows for complex support process can require additional effort. The mobile app is functional but lacks some of the advanced features available on the desktop version. Reporting could also offer more flexibility in terms of customization for leadership level insights. Review collected by and hosted on G2.com.

* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.

* Omnichannel support keeps all conversations in one place.

* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance

* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.

* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos. Review collected by and hosted on G2.com.

* The Dashboard can feel slow during peak usage when handling a high volume of tickets.

* Reporting and analytics are limited - creating fully customized reports takes extra effort.

* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.

* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible. Review collected by and hosted on G2.com.

The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools. Review collected by and hosted on G2.com.

Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck. Review collected by and hosted on G2.com.

we can easily use this tool for email, chat, calling, etc.

if there is any issue in our product then we can easily create a ticket and raise the issue.

we can do reply in this ticket. in ticket we can set type, status, priority, etc.

we can easily search the ticket. we can integrate the third party tool.

this is cloud bases so we can easily access it from browser.

our team daily bases use this tool. Review collected by and hosted on G2.com.

if we want more feature then we have to buy plans which is affect on our cost. Review collected by and hosted on G2.com.

What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things.

The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.

In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters. Review collected by and hosted on G2.com.

While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be.

Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.

That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool. Review collected by and hosted on G2.com.

Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.

We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more. Review collected by and hosted on G2.com.

I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service. Review collected by and hosted on G2.com.