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

Ideal for an EDU company that partly belongs to the Google Apps environment.

PROS & CONS What are the best aspects of this product? After making a reviews on other help desk platforms, Freshdesk ended up becoming an ideal fit for our company. It keeps track and automates IT workflows. Its Google Apps plugins offered extra functionality without making any changes to our clients' touch points. The thing we like was our transition to Freshdesk. It was buttery smooth for customers. What aspects are problematic or could work better? While Freshdesk offers value and ...

FD forgot the most important part of a Support tool, CUSTOMER SERVICE for the FD, customers!…

The Freshdesk team forgot the most important feature when creating a support case tracking tool, they forgot that customer service is what the most successful teams provide. Don't expect this from FreshDesk, they will tell you many things, escalate your issue but never perform as they should. Once the conversation becomes a challenge for FD, they disappear. This software could be good or even great, but the organization is more focused on marketing.

Support has been great all-around.

PROS & CONS What are the best aspects of this product? Obviously, expecting the best customer service from a company responsible for making a customer service tool is something that Freshdesk is good at. The chat option is fantastic to use. I've been using chat support numerous times during the setup process. There was never a time when a chat support agent was away or unavailable. What aspects are problematic or could work better? I don't like it when a box is asking me to fill in more ...

An aweomse help desk with proven and capable customer support!

PROS & CONS What are the best aspects of this product? I find Freshdesk to be highly customizable. The layouts and menus have made things simple to do changes to the help desk. All that can be done within in a matter of minutes --- or maybe in seconds. If you're stumped and want to start customizing things, then the team from Freshdesk will do whatever it is they can to help you out. What aspects are problematic or could work better? This can be a bit hard to do as I've never ...

An ideal solution for customer service.

PROS & CONS What are the best aspects of this product? I've been making use of Freshdesk for the past several months now. We're thrilled with its functionality. Freshdesk ensured our customer service runs butter smooth. At the same time, it helped preserve our narrow turnaround times. We like how easy it is to make customizations and leaving notes for another representative/administrator and to work hand-in-hand on a problem. What aspects are problematic or could work better? One ...

Its cloud and support centers are all-around complete.

PROS & CONS What are the best aspects of this product? It comes with a pricing plan consisting of 5 options. They range anywhere from zero to seventy dollar. Each plan offers a lot more. The "free" plan is ideal for those who want to start anew or want to do some testing. It's entirely online-based so you're not required to install anything. What aspects are problematic or could work better? We wanted to do further customizations on the default aspect of the page. This is where you get ...

A collaborative tool that is easy to customize

PROS & CONS What are the best aspects of this product? We reviewed many help desk apps, but Freshdesk matched our needs the most. We use it to automate and track IT workflows. The Google Apps plugins provide added services without needing to change touch points for our customers. The icing on the cake is it is very easy to migrate over to Freshdesk – our clients did not have to change any touch points. If you are a Google Apps user and need a help desk app with automated workflows and ...

An awesome help desk platform!

PROS & CONS What are the best aspects of this product? It's cloud-hosted. So expect remote access to it from just about anywhere. I can even access it through my smartphone. Customer service is exceptional. I get responses quickly and the agents are always looking forward to helping you out. What aspects are problematic or could work better? There's really nothing much to hate. If I'm nitpicking at things, then I'd say their sub-tickets/children tickets are lacking. I'd prefer taking a ...

The worst service ever

The worst service ever. Customer service arranges the phone call and after 30 minutes the agent just says that he cannot continue talking as he is busy, we may talk the next day. They are not even able to solve their technical issues, as I had to contact them several times for the same issue, and never got any solution for that. And after all, I only received an email of apology, They SUCK.

Great Tool and Excelent Support

We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs. Thank you Holly, Param and Thriyam for your support !