--- title: "Freshdesk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Freshdesk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Freshdesk is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/freshdesk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) / Freshdesk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/freshdesk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/freshdesk-profile/alternatives/) # Freshdesk User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 3,487 ### Secondary ratings - Ease of use: 4.5/5 - Customer support: 4.5/5 - Value for money: 4.4/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 2,060 reviews (59%) - 4 stars: 1,211 reviews (35%) - 3 stars: 166 reviews (5%) - 2 stars: 32 reviews (1%) - 1 star: 18 reviews (1%) ### Most mentioned pros - The smart AI tools have assisted our agents with drafting emails, analysing customer sentiment, & to summarize long ticket threads. - We appreciate how Freshdesk enables us to manage stakeholder inquiries more efficiently, making ticket handling faster and more manageable for the team. - It strikes a great balance between robust functionality and user-friendliness. While the reporting features and occasional support delays can be frustrating, its automation capabilities and seamless multichannel integration make it an excellent choice for growing customer support teams. ### Most mentioned cons - Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses. - Moreover, I've noticed that the mobile application is significantly less powerful than the desktop version; it sometimes lacks responsiveness, and viewing long thread discussions is less fluid, making on-the-go tracking quite laborious at times. - The main challenges are the limited integrations and the lack of feature variety needed to effectively scale the platform across different internal teams and workflows. ## Freshdesk customer reviews Showing reviews 1-25 of 3,487 (page 1). ### Freshdesk review - Overall rating: 4/5 - Reviewer: Amulya P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Freshdesk's been a great fit for our support operations. It's packed with powerful features, but the interface stays simple, which has genuinely helped us close tickets faster. Their support team is excellent too overall it's made managing requests a lot easier for the whole team. #### Cons The interface can feel cluttered and the workflows a bit confusing to navigate. The product also feels somewhat dated, without many recent updates. Still, it's reliable, easy to use, and backed by great customer support so overall, it's been a positive experience. --- ### Easy and Efficient Customer Support Management - Overall rating: 4/5 - Reviewer: Aasil I. - Verified reviewer: Yes - Industry: Accounting - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered My overall experience with Freshdesk has been very positive. It has made managing customer support much more organized and efficient. The interface is straightforward, ticket management works well, and having customer communication in one system saves a lot of time. Overall, it provides good value for businesses that handle regular customer inquiries. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk is easy to use and helps keep customer inquiries organized in one place. I especially like the ticket management and email notification features, which make it easy to track conversations, assign requests, and follow up with customers without missing anything. #### Cons Some of the advanced features and customization options can take time to understand. There can also be occasional delays with email notifications, and some useful features are only available on higher-priced plans. --- ### Reliable and User-Friendly Customer Support Platform - Overall rating: 5/5 - Reviewer: Nitish P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered My experience with Freshdesk has been very positive. It has helped streamline customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, reliable, and packed with useful features that enhance both agent productivity and customer satisfaction. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk offers an intuitive interface that makes ticket management simple and efficient. The automation features help reduce manual work, and the multi-channel support allows teams to handle customer inquiries from email, chat, and social media in one place. The reporting and analytics tools also provide useful insights for improving customer support performance. #### Cons Some advanced features are only available in higher-tier plans, which may not be suitable for smaller businesses. The customization options for certain workflows and reports could also be more flexible. Occasionally, setting up complex automations requires additional learning #### Reasons for switching to Freshdesk We switched to Freshdesk because it offered a more user-friendly interface, better automation, and multi-channel support compared to our previous Zendesk software --- ### Reliable Help Desk Platform and Easy Setup - Overall rating: 5/5 - Reviewer: Graeme R. - Verified reviewer: Yes - Industry: Packaging and Containers - Company size: 501-1000 employees - Product usage: Used daily for free trial - Reviewed: July 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Freshdesk has been a reliable and user-friendly customer support platform. It has helped streamline ticket management, improve response times, and provide a better experience for both support agents and customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk is intuitive and easy to set up, making it simple for support teams to get started quickly. The ticket management system is well organized, automation rules save a lot of time on repetitive tasks #### Cons Some advanced features are only available on higher-tier plans, which can become expensive as your team grows #### Reasons for choosing Freshdesk We chose Freshdesk because it offered the best balance of features, ease of use, and pricing for our needs. --- ### Thank god this thing actually works mostly - Overall rating: 5/5 - Reviewer: Agnes R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It answers people 24/7 so they stop complaining on facebook. Creating manual tickets is fast enough I guess. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk puts the emails and social messages in a pile so you can actually read them. I'm honestly shocked the live chat doesn't crash every five minutes cause most softwares do. Setup took 15 days and I didn't completely hate it. #### Cons The mobile phone app is complete trash and wont even load on my new Android. Sometime it randomly logs me out when I am idle and then resets my whole work timer which ruins my day. Also you cant edit tables in the notes. The interface looks super old. --- ### A solid and easy‑to‑use help desk platform - Overall rating: 4/5 - Reviewer: christopher f. - Verified reviewer: Yes - Industry: Wireless - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: August 2026 - Review source details: This review was submitted organically. No incentive was offered Overall, Freshdesk has been a reliable help desk tool that keeps support running smoothly. It’s simple to use, effective, and helps our team respond to customers faster. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshdesk makes it easy to manage customer tickets and keep everything organized in one place. I like how straightforward the interface is and how quickly you can track conversations. #### Cons Some of the automation features take a little time to set up. A few advanced options feel like they could be more intuitive. --- ### freshdeskden - Overall rating: 4/5 - Reviewer: Denis L. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 1001-5000 employees - Product usage: Used weekly for less than 2 years - Reviewed: September 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ease of use, automation, ticketing capabilities, integrations, and value for money. reporting limitations, mobile app functionality, and the cost of advanced features are a drawback. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Large integration ecosystem that fits into existing business workflows. Centralizes email, chat, phone, and social media support into one workspace. #### Cons Mobile app lacks some desktop functionality. Advanced AI features are often restricted to higher-priced plans. --- ### Freshdesk review by Durga - Overall rating: 5/5 - Reviewer: Durga K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Freshdesk fits right in if you're already in the Freshworks ecosystem. It’s easily one of the most straightforward help desks we’ve tried, making it simple to track every support request in one place #### Cons It’s definitely easy to pick up, but its automations can't quite compete with enterprise-level platforms. Omnichannel features are included, but they lack the depth and flexibility needed for more intricate support operations. --- ### Reliable Ticket Management with Useful Integrations - Overall rating: 5/5 - Reviewer: Sanju V. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 1001-5000 employees - Product usage: Used weekly for less than 6 months - Reviewed: September 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Overall, our experience with Freshdesk was positive. The platform made it relatively easy for us to manage and close external support tickets, and the integrations and support-related features were useful for our day-to-day operations. The interface was straightforward and the core ticketing functionality worked well for our needs. However, we felt that some of the newer AI capabilities, particularly Freddy AI, could be more useful and offer better integration options. Overall, Freshdesk was a reliable solution for our ticket management requirements. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Freshdesk was very good with the integrations and customer support options which we got, we used it to close external tickets. #### Cons The Freddy ai features and connections are very limited and I think it doesn't improve the product experience and was not very helpful --- ### Freshdesk review - Overall rating: 4/5 - Reviewer: Tejaswi B. - Verified reviewer: Yes - Industry: Banking - Company size: 1001-5000 employees - Product usage: Used weekly for less than 6 months - Reviewed: August 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros The interface is clean and easy to navigate, so new agents can pick it up quickly. Getting started takes very little effort, with implementation and onboarding kept simple. #### Cons The reporting and analytics features feel basic, and creating flexible custom dashboards is more difficult than expected --- ### Happy Fresdesking - Overall rating: 4/5 - Reviewer: Silvester C. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The experience had been great however i would appreciate if there is a single person who is allocated to help me with my queries as everytime i get in touch with Freshdesk for any help, I get routed to a new person. Having one dedicated person will give that personal touch to your product. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a cherry on the top. #### Cons While Freshdesk covers most of the things however as per the needs of the client i think there should be options to make changes or to amend or add things. #### Reasons for choosing Freshdesk Because there is no size limitation of the mails --- ### Efficient Ticketing and Great Automation, But Reporting Could Be Better - Overall rating: 5/5 - Reviewer: Tsvetelina B. - Verified reviewer: Yes - Industry: Banking - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Freshdesk is a reliable, highly scalable helpdesk solution that has significantly improved our team's resolution times and internal organization. It strikes a great balance between robust functionality and user-friendliness. While the reporting features and occasional support delays can be frustrating, its automation capabilities and seamless multichannel integration make it an excellent choice for growing customer support teams. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The user interface is incredibly clean and intuitive. The ability to automatically route tickets based on keywords, requester info, or language is a massive time-saver. Setting up "SLA reminders" ensures that urgent customer issues never fall through the cracks. Managing emails, chat and tickets from a single, unified inbox keeps the team organized and prevents us from constantly switching tabs. #### Cons While the Analytics module has improved, creating highly customized or granular reports can still feel restrictive and slow. Exporting data to external tools is often necessary for deep dives. Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses. --- ### Best helpdesk tool we've used. Nearly flawless - Overall rating: 5/5 - Reviewer: Blake A. - Verified reviewer: Yes - Industry: Retail - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Freshdesk has genuinely made managing customer support less stressful. Everything is where you expect it to be and the platform rarely gets in your way. We've tried a couple of other helpdesk tools before landing here and nothing else came close to this balance of features and usability for the price. Aside from that one notification quirk on mobile, it's hard to find much to complain about. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ticketing system is intuitive enough that new agents can get up to speed without much training, and the automation rules save a ton of time on repetitive tasks. Being able to manage email, chat, and phone support all from one dashboard is a huge deal. The canned responses and ticket merging features alone have made our team noticeably more efficient. #### Cons The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual notifications that each need to be cleared manually, so it can look like tickets from hours ago are just now coming in. It's a minor UX gripe in the grand scheme of things, but when you're juggling a lot of tickets it gets old fast. Hopefully that's something they address in a future update because the rest of the app experience is solid. --- ### Reliable and Responsive Customer Support Platform - Overall rating: 4/5 - Reviewer: Bryan A. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. My overall experience with Freshdesk has been very positive. While there have been occasional issues, the Freshdesk team addresses them promptly, making the platform reliable and trustworthy. Additionally, the AI features have enhanced our workflow by allowing more customizable email responses and improving overall ticket management. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshdesk offers an intuitive, all-in-one customer support platform that helps teams manage tickets efficiently, automate workflows, and deliver faster, more consistent customer service. Now with the Freddy AI/Copilot, this provide more features that can help customer support teams. #### Cons Freshdesk can become costly as your team grows, since advanced features and automation are only available on higher-tier plans. There are also ocassional bugs /issues that sometimes appear whenever a new feature has been added. --- ### My miracle solution for a structured customer service with zero oversights - Overall rating: 5/5 - Reviewer: Avery F. - Verified reviewer: Yes - Industry: Arts and Crafts - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. A radical drop in my professional stress. I no longer have the constant fear of forgetting to reply to a client or seeing an important email get lost at the bottom of a generic inbox. Everything is tracked, measured, and controlled.A radical drop in my professional stress. I no longer have the constant fear of forgetting to reply to a client or seeing an important email get lost at the bottom of a generic inbox. Everything is tracked, measured, and controlled. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Before adopting Freshdesk, managing my support requests via traditional email was complete chaos. This application changed everything. What I prefer is the automatic transformation of every received message into a numbered and assigned "ticket." The interface allows me to categorize requests by priority level, add internal notes invisible to customers, and track the full history of our exchanges. The "canned responses" feature saves me a ton of time when answering recurring questions, while still leaving me the freedom to personalize the message to keep a human touch. #### Cons The initial setup required quite a bit of effort and patience. The tool offers so many customization options, automation rules, and triggers that you can quickly feel overwhelmed at the beginning. Moreover, I've noticed that the mobile application is significantly less powerful than the desktop version; it sometimes lacks responsiveness, and viewing long thread discussions is less fluid, making on-the-go tracking quite laborious at times. --- ### Helpdesk tool that balances ease of use/functionalities offered/value of money - Overall rating: 5/5 - Reviewer: Shailesh M. - Verified reviewer: Yes - Industry: Wholesale - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall experience is positive - makes my day-to-day life easy by tracking/organising all queries/incidents for me. There are not many applications out there that balance ease of use/ depth of functionalities that meet our requirements. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use interface that connects different workflows/areas in a seamless manner. It also means that various departments can collaborate seamlessly too. The user interface is also simple/easy to use - both for end users and agents. #### Cons Not applicable. I have used the products (both Freshdesk/FreshService) for a long time (approx. 8 years) --- ### FreshDesk Experience - Overall rating: 4/5 - Reviewer: Dev D. - Verified reviewer: Yes - Industry: Commercial Real Estate - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. we have been using Freshdesk for almost 13 years. We have 5 instances of FreshDesk across my organization. Overall it works for a small scale helpdesk. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Easy enough to use by agents / requesters without additional training. For a small helpdesk team it is cost effective. #### Cons Lack of additional customizations especially when it comes to UI, unable to create better reports or not able to report on some attributes. #### Reasons for switching to Freshdesk consolidation and cost factors across org. --- ### Useful Reporting That Helps Improve Team Performance - Overall rating: 4/5 - Reviewer: Abhishek M. - Verified reviewer: Yes - Industry: Financial Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The reporting dashboard provides valuable insights into ticket volumes, response times, and overall team performance. Having this information readily available has made it easier to identify trends, monitor service quality, and make better operational decisions. The reports are easy to understand and support continuous improvement across the support team. #### Cons The available reports cover most daily needs, but greater flexibility for creating custom dashboards and exporting detailed analytics would provide additional value for managers who require deeper operational reporting. --- ### Freshdesk review - Overall rating: 5/5 - Reviewer: Sim K. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Overall provides value for the money, good for small business and gets work done, provide knowledge base and tracking data #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It provides value for the money, it is easy to use by user and agents and set up takes no time and UI is good too #### Cons So many bugs in the environment, suddenly stops working without any warnings and need permanent resolution --- ### Good tool, expecting it to kick on soon. - Overall rating: 4/5 - Reviewer: Harry S. - Verified reviewer: Yes - Industry: Accounting - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall happy, my team use this and it's simple to get started and understand, would like more advanced AI. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Really good support desk, have been really impressed with all of the basic support functionality over the last 6 years. Took a while to adopt AI but seems to be catching up now. #### Cons Took a long time to adopt AI; the initial AI was poor, and the responses were weak. Would like to see more use of the historical responses fed into AI responses. --- ### Great choice for the money - Overall rating: 5/5 - Reviewer: Rocky H. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Solid choice for the "swiss army knife" of ticketing systems. Loads of features customizable for any business. #### Cons No cons, really, the trainings are helpful, support is helpful, and ui is designed in such a way that you can look around and find what you need. --- ### Freshdesk is easy to use for help desk needs - Overall rating: 5/5 - Reviewer: Glen N. - Verified reviewer: Yes - Industry: Religious Institutions - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I've been a user for about 5 years and love it. The system is very easy to understand, comment in, email the requestors via. We currently use the Free tier. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Setting up a freshdesk is incredibly easy. We just create a mailbox for our Org and have our Staff email it with their ticket needs, and Freshdesk turns those emails into tickets we can track. #### Cons If you want more than two Agent accounts to respond to tickets with, or you want to have more than one helpdesk for more departments, you have to buy a paid subscription. Everyone's got to make money so I understand, but it is a pain point for us. --- ### Reliable Automation That Reduced Manual Support Work - Overall rating: 5/5 - Reviewer: Shruti M. - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - Company size: 5001-10000 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Freshdesk’s automation features have significantly improved the way our support team works. Automatic ticket assignment, workflow rules, and SLA management reduce repetitive manual tasks while ensuring customer requests reach the right agents quickly. This has helped improve response times, maintain consistency, and allow the team to focus on resolving more complex issues. #### Cons Automation covers most day-to-day requirements, but configuring advanced workflow rules requires additional effort. A more visual workflow builder and easier access to automation settings would simplify setup for teams with more complex support processes. --- ### Smooth Onboarding and easy to use - Overall rating: 5/5 - Reviewer: Rakesh P. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Onboarding with Freshdesk was smooth and straightforward. The documentation is well-structured, and the training resources are comprehensive, making it easy for new teams to get started quickly. #### Cons The pricing is on the higher side, especially as you scale. It does not always provide enough additional value through advanced features or AI-powered automation to justify the higher cost. --- ### You'll only get to know about freshdesk when you'll try to cancel subscription. - Overall rating: 1/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Leisure, Travel & Tourism - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros It does what it is supposed to, with no complaints about its functionality. Freshdesk's own customer service is below average. #### Cons Try cancelling the subscription and you'll see how limited Freshdesk's service is. It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface. #### Reasons for switching to Freshdesk Better functionality and user interface. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/?page=2) --- Freshdesk Reviews, Pros and Cons - 2026 Software Advice