Freshdesk
★★★★★ 4.6 · 34 Reviews
What is Freshdesk?
Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 150000+ customers worldwide, including Hugo Boss, Toshiba, Cisco, Honda, The Atlantic and QuizUp.
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Freshdesk Reviews (34)
- ★★★★★21
- ★★★★★12
- ★★★★★1
- ★★★★★0
- ★★★★★0
Review Summary
Generated using AI from real user reviews
Freshdesk earns consistent praise for ease of use, fair pricing, and responsive support, though advanced analytics and some configuration edge cases frustrate power users.
Users across team sizes highlight intuitive workflows, transparent pricing, and helpful support staff as defining strengths. The ticketing system, automations, and SLA tools are repeatedly described as straightforward to configure without requiring developers or extensive training. The free tier removes friction for early-stage organizations and nonprofits. Mobile functionality works well enough for distributed teams. Multi-client and enterprise deployments generally scale smoothly, and uptime is solid. Integrations with common tools like Slack and Google Workspace are praised as seamless.
Common friction points emerge around reporting customization—dashboards are functional but basic out of the box, and custom slicing by team or client requires workarounds. A small cluster of reviews flag odd behavior with merged tickets losing custom field data and SLA timers behaving unexpectedly during ticket reassignments. Some users report inconsistent response times from support during off-hours or on complex issues, though the majority experience rapid, knowledgeable help. Advanced analytics hide behind higher pricing tiers, and the feature gap between mid-tier plans feels steep for startups watching budgets carefully.
★★★★★
Friday, September 16, 2022
“In our Org, we generally use it as a ticketer…”
In our Org, we generally use it as a ticketer tool to get tickets from clients and post responses against it and the best things I found are you can track who is peaking to your conversation in the whole organisation in a live manner and also who is putting a note of reverting against the conversation. Also, you will get an email once you or someone updated the content which will keep you updated about all the matter.
★★★★★
Thursday, August 25, 2022
“I needed to integrate Freshdesk with some other tools we…”
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
★★★★★
Thursday, February 13, 2014
“Powerful support product and easy to integrate. Provides a seamless…”
Powerful support product and easy to integrate. Provides a seamless experience and total integration with social media which is an absolute must if your business is serious about connecting with it's user base. These guys are professional and they know the game, trust them with your help desk needs.
★★★★★
Tuesday, April 24, 2012
LaunchBit“For our growing startup, Freshdesk was perfect for our customer…”
For our growing startup, Freshdesk was perfect for our customer support needs. It's user friendly, easy to get started, and solved our customer support issues. Freshdesk makes it easy to get customer requests to the right members of our team.
