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

Bad tool, not worth effort

Used the tool for 3 years and watched it drive itself into the ground with nothing but problems, especially Mint UI came in:Lost dataDoubling up on work because of lost data to try to validate reports (we have up)Issues with emails Issue with reportsWebsite changes are a pain in the rear to doIssue with removing emails from their systemin 7 years of IT this has to be the 2nd worst tool I have used - we migrated to another tool now.When it works it has good potential.

Terrible Customer Service

What do you like best? Simple to use and configure. I love the fact a client can send an email to start their ticket. Some of our clients are not tech savvy and it is simple enough for them to send an email. It has all the features I need and some I don't What do you dislike? Customer service is terrible. During the Covid-19 Pandemic, they were unwilling to provide any assistance for an annual subscription that had renewed that same day. They just said sorry you can use it for 365 ...

Essential tool in my daily work.

What do you like best? FreshDesk is a good support plan which allows for effective customer service. Using this particular tool to process claims might be gratifying. It was simple to control and tackle all complaints. We owe the success of ours to a huge level. It's easier to track old and new claims and resolve them well before they're finalised. It's become a helpful platform for building good customer relationships. What do you dislike? It's a software program which enables you to ...

Great Product- Highly Recomend

What do you like best? This platform is mature and extremely user friendly. We have recently switched from another support platform and we have had glowing reviews from customers for the user experience. We also have great internal reviews. It was easy to learn and easy to configure. The FreshWorks platform has many features that could be helpful for any business needing this kind of service. What do you dislike? I wish they had a better knowledge base. What problems are you ...

Not a suitable product for enterprises

Not a suitable product for enterprises. Freshdesk has been a tool in our support chain for 5 years. Unfortunately in this time they have made countless changes to the UI, changes that they do not announce prior to release. Once something changes they will update their blog, but they will almost never have further information for questions asked in response to the update for months at a time. A current issue started with a change to "Customer Timeline" and if you look at their Support Page ...

Keep away from this company

Terrible support for emergency tickets.We are offline for 12 hours without responses from any kind.We tried to call, or email or chat, either way without success.So... this is the advice...don´t depend on that tool.

Not a fast response to urgent issues

I have been experiencing an error with one of my Mailboxes for 12 hours now it is affecting dozens of customers. Haven't heard back from FreshDesk with any updates on this.

The best Help desk Solution

What do you like best? A work tool to manage support ticket unique in its class, with a clean and dynamic interface that gives users a tool to open easy support tickets and at the same time get quick questions and answers and likewise to employees Support provides you with an easy-to-use dashboard with many tools available when responding, transferring, or closing a customer ticket. for me it is the best support tool and one of the most complete on the market. What do you dislike? In ...

Overcharged, but resolved after posting.

Update: Increased to 3 stars. Got a resolution after posting the review here.We have been using Freshdesk for multiple years. It works well enough for us. Due to the COVID situation our need and use dropped drastically. We negotiated a different rate for our renewal and freshdesk agreed... And then charged us $500 more than the agreed rate (which was more than the original rate)! When we brought this up, they admitted the mistake, but the only resolution they could provide was that they ...

Another great app for helpdesk

What do you like best? Great to handle support through email and awesome response What do you dislike? The costumer portal lacks of more information Recommendations to others considering the product: Popular help desk software solutions on the market. What problems are you solving with the product? What benefits have you realized? IT problems and give support both teammates and clients