Freshdesk Reviews in October 2026: User Ratings, Pros & Cons

"Lifesaver for Agent Occupancy and workload distribution"

What do you like best about Freshdesk? FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team. What do you dislike about Freshdesk? Setup in ...

"Organizing and simplifying everyday work has never been so easy"

What do you like best about Freshdesk? Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time. What do you dislike about Freshdesk? To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a ...

"Design Manager"

What do you like best about Freshdesk? It's an easy way to organize emails thought-out a business. You can easily transfer the email to the correct department if needed. What do you dislike about Freshdesk? If more than one department is on the email, only one department sees the email and these emails get lost. What problems is Freshdesk solving and how is that benefiting you? We can see you "take" the email and if someone emails multiple times, you can search to see who was involved.

"Best way to stay organized"

What do you like best about Freshdesk? All the extra functions it comes with all being user friendly What do you dislike about Freshdesk? A user friendly way of getting detailed reports What problems is Freshdesk solving and how is that benefiting you? Keeping all customers on track and organized

"Been using Freshdesk for 4-5 years, and continue to love it"

What do you like best about Freshdesk? Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports. The integrations With Jira and Teams help to keep work manageable. Customer support is usualy quick and take a hans on approach to solving the issues. What do you dislike about ...

"Easy and Intuitive"

What do you like best about Freshdesk? It makes high volumes of tickets easy to manage What do you dislike about Freshdesk? The mobile App could be a bit easier to navigate, but apart from that nothing. What problems is Freshdesk solving and how is that benefiting you? We used to share a team inbox and it was difficult to manage, switching to Freshdesk allowed us to assign tickets to agents ensuring nothing was missed.

"Superb service with unbelievable value for money"

What do you like best about Freshdesk? It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?! Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have ...

"Freshdesk makes help desk management simple and intuitive"

What do you like best about Freshdesk? Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the ...

"Excellent product for managing and prioritizing high ticket volume intake"

What do you like best about Freshdesk? Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience. What do you dislike about Freshdesk? Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is! What problems is Freshdesk solving and how is that benefiting you? We use Freshdesk as our Help Desk ...

"Best task management tool"

What do you like best about Freshdesk? Its very user friendly and has good features. We can automate tasks and add canned responses What do you dislike about Freshdesk? Sometimes there are bugs that cause issues in the application What problems is Freshdesk solving and how is that benefiting you? There are no issues as of now