Freshdesk Reviews in July 2025: User Ratings, Pros & Cons

Horrible service and customer support

Been trying for a month to get the email connection sorted so that the incoming emails convert to tickets. After 1 month nothing is fixed, 3 days between each ticket for it to finalise with "delete connection and try again". I reply after 1 min and then it takes them another 24h to reply. Disgraceful for a customer support company to have such horrible customer support.

The product itself is not bad, but the support is awful.

The product itself is not bad, but nothing to write home about. Their support is awful. It takes them days to even begin addressing an issue, and then even longer to fix it.We ran without a help desk for 10 days because the ticket submit button was not responsive. I'm not sure how they stay in business.It ended up being some sort of issue with their "instant replay" feature that we didn't even use. We will likely convert back to ZenDesk who we migrated from to save a few dollars, much ...

Absolute disgrace

Absolute disgrace. For a company that provides services desks it is a joke. Unknown charges taken unlawfully off our credit cards. Support does not respond. They spent more time sending your marketing emails about how good they are and then fail to provide any service. Never believe what they advertise re pricing. Because none of the credit card charges match your packages. Disgraceful treatment of clients. Arrogant and useless.

Using Freshdesk was an ultimate pleasure.

PROS & CONS What are the best aspects of this product? It's simple to set up Freshdesk. It's even easier to utilize. Whenever we're dealing with special needs, we were able to make configurations easily or collaborate with the customization team from Freshdesk to make that specific app that can do a lot of automated functions. What aspects are problematic or could work better? There's nothing much to hate. But I do need to air out the content management aspect of Freshdesk that needs a ...

Just terrible

Just terrible. Support is slow and scattered it can take two weeks or more to resolve a simple issue. It's unstable, things just stop working than a couple of weeks start working. Basic features on it such as auto resolve do not work. The user interface is terrible. In short a total mess. Avoid

Cheerful online support desk solution

Freshdesk is a fantastic online support desk that I have been using for a few months now. It has enabled me to organise all support requests much more effectively than a basic mailbox.Freshdesk support has been reasonably good though is not perfect. Sometimes fixes for basic features take a long time to be sorted by their developers.So far, I've not had any major problems, and the only issues I've faced are (for example) with branding the agent panel - which does not affect my ability to ...

A great portal for customer support.

PROS & CONS What are the best aspects of this product? Freshdesk keeps everything organized. It's also intuitive for user. Their "Mint" UI was recently unveiled, giving the tool a modern look. As a result, all pertinent information are available in one dashboard. Throw in technical support --- regardless if it's one's own ticket system or chatting instantly --- inquiries are answered extensively and quickly. What aspects are problematic or could work better? Certain functionality from ...

Managing customers has never been this easy.

PROS & CONS What are the best aspects of this product? Freshdesk is a great application that every small and medium business should have. Customer requests is now possible with this tool. I love how Freshdesk can seamlessly integrate into more than one subsystem while offering flexibility for use in other channels. It also comes with a special mobile app. What aspects are problematic or could work better? I hate the fact that I can't put in videos or bring in huge documents. I want to ...

CRIMINALS DONT USE

CRIMINALS DONT USE! I have a very expensive unidentified charge from Freshdesk after a free trial which I didnt take up. I've repeatedly contacted the account manager and support. The minute you mention the false charge all contact ends and no-one responds to any of your messages. Avoid at all costs!

Very bad service for tech support

Very bad service for tech support, I've been LOCKED with authentification issues. took 24H00 to speak with someone, and when I reach them, the only answer was you have to wait 24h to get access we have to disable 2 factor on your account.Wort service ever on a web based company, I loose 2 days of work !