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

Outstanding

We started using Freshdesk back in August last year, it started with excellent prices and outstanding customer service. The prices have continued to be exceptional, however in the last few weeks the customer service has gone downhill, there is a lot that we have requested FD to develop for us, some things you would expect them to be able to do and others a bit more complex. Mainly though we only seem to get the answer 'no' with no reasons for why its not possible or if it would be possible ...

Great Support Helpdesk Management Tool

We have been using Freshdesk for more than 2 years. Our experience with them has been great. Simply to use, yet highly robust. The platform is well received by users at all levels within my company. Pricing options are also great for startups and small companies. The Freshdesk team and our account rep Jeffin Mathew has very helpful and responsive throughout our entire journey. Great company and product!

Always helpful, always competent

We are using Freshdesk now for almost 3 years and they went along with us from our very beginning (with 3 customer service agents until now with our 20 agents. We have now migrated our FAQ for customers to them and will now also start using their Softphone service. Why we do that? This is mostly because of their amazing customer support! I cannot imagine our company without Freshdesk :-

FreshDesk Top Service

As soon as we switched from Zendesk to Freshdesk, we regretted that wedid not make that change from the beginning. Freshdesk runs very smooth,you have many options to configure the portal to you needs, including hand-madeplugins and many add-ons. And, most important, they offer excellent andfast customer support. Absolute top !

Excellent Support "Plug-In" for Startups!

Excellent Support "Plug-In" for Startups!We have tried a number of Support "Plug ins" over the years and Freshdesk has been the best to date.

Really impressed!

Great software, reasonable price and incredible support!

Just Awesome!!

Its superb helpdesk system and I love the features. Support is really brilliant and live chat is brilliant too!

Hidden advertisement - not visible from the beginning

I used the trial version of freshdesk in my company. The program seemed somehow well, but the way it is organised it slightly chaotic. E.g. when a client replies to an old email the ticket does not appear at the top but somewhere in between the old mails. Therefore it is difficult to catch up with the latest emails.However the main problem arised after the test version was over. With the free plan (up to 3 agents every email has a link to freshdesk saying: "my company name powered by ...

Great helpdesk tool

FreshDesk is a solid helpdesk tool which helps your team to coordinate their support activities and productively assist your customers.We switched over to it about a month ago now from a bespoke solution based around shared mailbox folders, and haven't looked back.Its basic plan is missing most of the reporting tools but once you step up a notch it does nearly everything you'd probably want in a helpdesk tool.Highly recommended!

Service is highly unreliable

Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN.Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a ...