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

I've been very happy with Freshdesk

I've been very happy with Freshdesk. As a customer support manager it has played a vital role in being able to quickly pull reports, manage queues and agent performance. I am looking forward to the new analytics and we hope to add chat to our support channels in the near future.

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 ...

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.

Software tailored to customers.

What do you like best? I love this software because it helps me to have totally easy integrations with domains that are personalized, this allows me to have a good acceptance with the client. On the other hand Freshdesk has a very fluid interface, I can navigate very easily when using it. It should be noted that I can label in a very simple way, it is something I was always looking for, also reallocating the labels is easy. However, it is good to note that I can manage tickets very ...

The best way to stabilize a customer support system.

What do you like best? Freshdesk has become my main work motivation and the most sophisticated service that my company currently has, since it provides great features that help to correctly handle customer service, and the resolution of consumer doubts. During all this time, Freshdesk behaved in an excellent way, providing very easy to handle functions, and that adapts quickly to the knowledge of each user. During my experience with this platform, I had the opportunity to enjoy various ...

Correct accessibility for customer service.

What do you like best? It is important to highlight the great development that this entire platform has had in accordance with its entire implementation and in accordance with the adaptation it has had to help us have a tailored technical support, capable of helping us collaborate with any doubt or administration process of each client. I believe that Freshdesk has worked stably, helping to offer great consumer support and offering various ways to get in touch with each customer. During ...

The Perfect Customer Management Solutions & Ticketing System

What do you like best? I love the fact that everything is automated. A customer just have to send us an email, which is automatically enlisted in the ticketing system, assigned to our agents, and flagged for follow-up. What do you dislike? Performance report is not available in the blossom or free package. I believe that this is a must for all users and should be available for free, in my opinion. Recommendations to others considering the product: I do recommend, if you have to ...

Great effort, some logistical issues

What do you like best? Tiered business model....buy only what you need. Very nice gui. I like the way they designed the response time/resolution time collection. Solid reporting capability. What do you dislike? They are based...and I mean solely based...in India. Therefore communication is challenging. They try their best to compensate, but its been challenging. Secondly, I'm SO OVER this "new" model where there are no live people to talk to when help is needed. This 'log a ticket ...

Customer support automation

What do you like best? Freshdesk is a tool that has it all in one, countless features make a complete and high quality software. Mainly it as given me the facility in the customer service, with a ticket system that is in favor of improving the capacities of attention to the inconveniences and dobouts about the service we offer. It is flexible and adapts easily to our work pace, its implementation was almost immediate and quickly offers excellent results, including a higher ROI. It ...

Good product, would recommend for small teams

What do you like best? Very simple to use, self explanatory and no need for training or to follow any help guides. What do you dislike? Merging jobs together can be painful. Sometimes it does it by itself, based on subject and this can often be wrong. When you need to split them this can be a bit buggy. The job you split should be removed from the previous job, sometimes it sits at the bottom of that job as well as splitting into a new job. What problems are you solving with the ...