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

I have been using Freshdesk for 3 years…

I have been using Freshdesk for 3 years now. It's a complete ticketing solution with good features in terms of community usage like forums. Our support portal is deployed on Freshdesk. The entire project documentation and knowledgebase articles are stored in it.The SLA management feature, role-based segregation is one of the highlights of Freshdesk.

Great Platform and Customer Service

Not only is this platform extremely robust, but even more important, the customer support provided is top notch. I am always able to reach someone quickly and get the answers I need. They will share their screens, provide knowledge articles, etc., to make sure I can do what needs to be done. Highly recommend!

Freshdesk is super easy to customize…

Freshdesk is super easy to customize and use. It is very user-friendly and their support is top-notch and always available for help.

Freshdesk is an amazing product

Freshdesk is an amazing product. Is it perfect? Of course not. However, the product is always evolving. The functionality is elegantly simple and I love the scenario automation capability. I think Freshdesk is a great value and terrific asset.

5-Star Product!! 5-Star Support!!

Working in FreshDesk as an agent has been an amazing experience all the way around. The tools are extremely intuitive and the help from FreshDesk Support Staff is second to none.If given the opportunity, I would definitely recommend FreshDesk as the platform to use for email support in a small-business environment hands-down.~RayJ4Patriots Digital Support

Happy Customer :)

I am always happy with the support and solutions provided by freshdesk Team. They are quick in their response plus they are always available on chat as a result of which it makes it easy to ask any kind of queries.I definitely recommend them to maintain the same service throughout.Thank You

A Fresh approach to ticketing!

A Fresh approach to ticketing!A great, flexible, well thought out solution. FreshDesk is constantly adding features, and making the product better. Our users love how easy it is to use FreshDesk.Areas for improvement:Offshore support for FreshDeskBilling (also offshore) is very very slow, and can be frustrating to work with.Some issues with FreshDesk have been outstanding for years (sort of tickets -- showing completed tickets before open tickets that actually require action) - things like ...

Freshdesk has a great team of support…

Freshdesk has a great team of support staff who are always happy to assist with any issues. Our account manager regularly communicates with us as well! Only downside is the time difference when getting support, it can take a few days to get things done and things often get lost in the mix or misunderstood. Sometimes account features don't work properly or have limited capabilities, but the staff is open to hearing feedback on how it can be improved. Timelines for upcoming features are often ...

I love the flexibility Freshdesk gives…

I love the flexibility Freshdesk gives our team. It's really everything we could want in Support.

Band-aid fixes to final resolution

Freshdesk provides a quick response time on all inquiries. I have enjoyed the program and their ongoing efforts to improve the program to meet the ever changing needs of the industry. I would love to see improvement on how issues are resolved. I continue to run into the scenario where I've submitted issues and the response doesn't provide a solution but a "Band-Aid" style fix leaving me hoping for a final resolution.