Freshdesk Reviews

Name: Freshdesk
Brand: Freshworks
Rating: 4.1 (32 reviews)

Vendor: Freshworks

4.1 out of 5

32 reviews
94% willing to recommend

1,310 followers

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What is Freshdesk?

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

Get the Freshdesk Buyer's Guide and find out what your peers are saying about Freshdesk, ServiceNow, JIRA Service Management and more!

Freshdesk is the #3 ranked solution in top Field Service Management solutions, #4 ranked solution in top Customer Experience Management solutions, #4 ranked solution in top Knowledge Management Software, and #6 ranked solution in top Help Desk Software. PeerSpot users give Freshdesk an average rating of 8.2 out of 10. Freshdesk is most commonly compared to ServiceNow: Freshdesk vs ServiceNow. Freshdesk is popular among the large enterprise segment, accounting for 54% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 25% of all views.

Helped 856,873 peers since 2012

Featured Freshdesk reviews

SujayRao

Senior Manager, Customer Value & Innovation at CoinDCX

Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

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Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

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Ehwsf Duhsf

Senior Executive ICT at Avarna

The initial setup is straightforward. I would rate the setup an eight out of ten. We deployed it on the cloud and on SaaS software. The deployment process took almost one day. During the deployment, we had to create our company ID, categories and users, and assign auto resigning and CAN messages. We also included FAQs which are another essential feature.

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Freshdesk mindshare

Product category:

As of June 2025, the mindshare of Freshdesk in the Customer Experience Management category stands at 5.7%, up from 4.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management

PeerResearch reports based on Freshdesk reviews

Type	Title	Date
Category	Customer Experience Management	Jun 15, 2025	Download
Product	Reviews, tips, and advice from real users	Jun 15, 2025	Download
Comparison	Freshdesk vs Qualtrics XM Platform	Jun 15, 2025	Download
Comparison	Freshdesk vs Salesforce	Jun 15, 2025	Download
Comparison	Freshdesk vs ServiceNow Customer Service Management	Jun 15, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	N/A	92%	221 interviews Add to research
JIRA Service Management	4.1	N/A	93%	86 interviews Add to research

Valuable Features

Freshdesk's standout features include its customizable solutions center, automation, powerful API, and user-friendly interface. Users praise its email and social media ticketing, reporting, easy integration, and scalability. The tool's omnichannel capability, knowledge base, and auto-assignment enhance efficiency. Its cloud-based accessibility allows seamless operation anywhere. With effortless ticket management, Freshdesk enables the transformation of emails into tickets and facilitates collaboration, making it a preferred choice for enhancing team communication and customer issue resolution.

"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."
"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."
"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

Room for Improvement

Freshdesk requires enhancements in its user interface, documentation, and customization options, particularly in the solutions center. Users encounter issues with integrations, workflow management, and language support. Email and ticket management features need refinement, and dashboards and reporting capabilities could be improved. Freshdesk's technical support and the process for feature requests require better responsiveness. More efficient automation and integration with platforms like Azure DevOps and social media are also sought after by users.

"More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks."
"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."
"An area for improvement in Freshdesk would be enabling all features regardless of company or user size."

ROI

Freshdesk significantly enhances efficiency and allows organizations to offer exceptional customer service. It saves time and improves the handling of customer interactions, requests, and documentation. Users report noticeable benefits and assert that the cost of about $10 per user monthly is justified. Even with some necessary maintenance, Freshdesk is considered beneficial for many, with its impact on streamlined operations making it a valuable investment.

Pricing

Enterprise buyers find Freshdesk pricing competitive compared to alternatives like ServiceNow and JIRA. A typical plan costs around $70 to 79 Euros per agent monthly when billed annually, covering comprehensive features. Additional costs may occur for email accounts and advanced functionalities. Users note Freshdesk offers a balance between affordability and value but suggest room for pricing negotiations and customization. While some find it expensive, particularly with growing licenses, many agree the costs are justified.

"The pricing is pretty manageable and acceptable."
"It is costly."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing.You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

Popular Use Cases

Organizations primarily utilize Freshdesk for issue ticketing and customer support, managing IT support, help desk communication, and tracking tickets across multiple channels like email and chat. It serves as a centralized hub for handling inquiries, escalating issues, and automating responses. Freshdesk's omnichannel functionality and automation facilitate efficient management of internal and external communications, enabling teams to manage staff queries, customer complaints, and asset management while ensuring proper ticket assignment and resolution.

Service and Support

Customers find Freshdesk's customer service and support responsive and helpful, with ratings often around 8/10. While some experience challenges with complex integrations, most appreciate technical support's knowledge and quick problem-solving. Some report initial communication barriers and rely on multiple contacts, yet support is highly rated for technical expertise and quick resolution times. The lack of direct contact numbers can be inconvenient, though customers value the dedication and insights offered during interactions.

Deployment

Many found Freshdesk's initial setup easy and straightforward, praising its user-friendliness and minimal maintenance needs. Support was helpful, although some encountered complexity with parameters and help article imports. Customizing the center's layout required time and support. Setup duration varied, often taking days or weeks, and involved category decisions and user imports. Some faced challenges in adapting workflows, while others rated the process highly, noting that extensive customization might lead to complexity.

Scalability

Freshdesk efficiently supports scalability across diverse organizational sizes and structures, seamlessly accommodating expansion with ease. Users consistently experience smooth operations and effective handling of varying ticket volumes. Many organizations appreciate its adaptability, with some rating scalability highly despite minor limitations. The SaaS nature allows for easy adjustments as user numbers grow. Integrations and customizable features further enhance its capacity to scale, meeting the needs of various departments within businesses.

Stability

Freshdesk is described as a stable option by various users, with minimal downtime and no significant bugs or crashes. Some technical issues are promptly addressed, though there are intermittent challenges with Freshcaller. While most users report reliable performance, a few mention occasional small problems or delays. Freshdesk's stability appears to be positively influencing operations, showing consistent reliability and effectiveness except during rare significant incidents or when specific support is required.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Freshdesk Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

25%

Real Estate/Law Firm

Financial Services Firm

Manufacturing Company

Educational Organization

University

Government

Retailer

Media Company

Construction Company

Legal Firm

Insurance Company

Healthcare Company

Non Profit

Comms Service Provider

Energy/Utilities Company

Recreational Facilities/Services Company

Transportation Company

Pharma/Biotech Company

Non Tech Company

Hospitality Company

Wholesaler/Distributor

Logistics Company

Outsourcing Company

Paper And Forest Products

Compare Freshdesk with alternative products

Learn more about Freshdesk

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”