Freshdesk Reviews

Name: Freshdesk
Brand: Freshworks
Rating: 4.1 (40 reviews)

Vendor: Freshworks

4.1 out of 5

40 reviews
93% willing to recommend

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What is Freshdesk?

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

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Freshdesk is the #3 ranked solution in top Field Service Management solutions, #5 ranked solution in top Customer Experience Management solutions, #5 ranked solution in top Help Desk Software, and #5 ranked solution in top Knowledge Management 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 small business segment, accounting for 40% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 11% of all views.

Helped 890,088 peers since 2012

Featured Freshdesk reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Vinoxas Mishara

Project Manager at Yohanna

The best features Freshdesk offers include automation of workflows, insights and analytics, performance analysis and charts, an efficient ticketing management tool, great customer support, live chat, a ticket submission portal, email monitoring, automation potential, centralized communication records, a clean user-friendly and intuitive interface, and intuitive ticket properties. The capability of automating workflows streamlines the process and saves us time. Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn. It has allowed us not to invest in additional chat platforms, therefore saving us cost, and it is very easy to use for both clients and my team members. It has reduced SLA violations as it constantly shows us when the next response is due based on the severity of the ticket. Automation of assigning tickets helps in reducing overall operational costs for the company, freeing up agents to do other complex and much-needed tasks. The better analysis of the overall incoming and outgoing tickets, SLA adherence or violation helps reconfigure the team as per requirement.

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Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

I have been using Freshdesk for over a year. Based on my experience, I work with several CRM tools, including Freshdesk, Zendesk, and Intercom. One of the reasons why I love Freshdesk is that the user interface is smooth and it is pretty easy to understand, especially for someone that is coming in as a new agent. The way the ticketing is arranged makes it easier to respond to tickets and to prioritize them based on their urgency, whether they are high, medium, or low priority. In the organization I worked with that used Freshdesk, when I was brought into the system, they added me as an agent, giving me a chance to go through the various tickets. When a customer ticket comes in, Freshdesk is easy to use and easy to respond to. Occasionally, I also had the opportunity to expand their knowledge base, especially through the solution center where you have FAQs. If you identify frequent complaints that customers have over a certain time, you can create a detailed explanation, add it to the FAQs, and run with it. My experience with Freshdesk has been very good and easy to use.

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Freshdesk mindshare

Product category:

As of April 2026, the mindshare of Freshdesk in the Customer Experience Management category stands at 1.9%, down from 5.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
Freshdesk	1.9%
Qualtrics XM Platform	3.2%
Genesys Cloud CX	3.2%
Other	91.7%

Customer Experience Management

PeerResearch reports based on Freshdesk reviews

Type	Title	Date
Category	Customer Experience Management	Apr 26, 2026	Download
Product	Reviews, tips, and advice from real users	Apr 26, 2026	Download
Comparison	Freshdesk vs Salesforce	Apr 26, 2026	Download
Comparison	Freshdesk vs Qualtrics XM Platform	Apr 26, 2026	Download
Comparison	Freshdesk vs Genesys Cloud CX	Apr 26, 2026	Download

Valuable Features

Freshdesk's valuable features include automation, centralized ticketing, omnichannel support, and robust reporting. Users appreciate the efficient management of workflows, ease of use, and strong integration capabilities. The platform simplifies customer interactions and improves team collaboration. Its user-friendly interface and customizable options enhance productivity. AI and self-service tools empower users to resolve issues quickly. Tracking performance through detailed analytics and dashboards aids in strategic decision-making and resource optimization. Automation reduces operational costs and streamlines processes.

"It is very easy to make reports."
"Freshdesk was the best solution with the best price, as it was cost efficient and included all the features that we needed."
"I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization."

Room for Improvement

Freshdesk could enhance its dashboard customization, lessen API rate limits, and improve reporting, analytics, and integration capabilities. Increased flexibility in automation workflows and better support for high ticket volumes would be beneficial. Users expect improved interface responsiveness and seamless integration with C# for Android, Azure DevOps, and Jira. Lower-tier plans lack advanced features, hindering customization and automation. Email and social media integration, inventory management, and scalability for larger enterprises are other areas needing attention.

"Freshdesk I do not like as much. It's much more time-consuming; it's much more complicated."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

ROI

Users have experienced increased productivity and reduced manual effort with Freshdesk. Automation and better ticket routing significantly save time, allowing teams to handle more tasks without expanding the workforce. The benefits include reduced operational costs and enhanced service quality. SLA compliance improvements minimize escalation costs. Automation decreases ticket volume, resulting in cost savings. Efficiency gains outweigh the user cost. Clients find it cost-effective, with significant returns by optimizing operations, while maintaining manageable maintenance.

Pricing

Enterprise buyers find Freshdesk's pricing competitive, especially for mid-sized teams, with a straightforward per-agent licensing model. The Enterprise plan costs 79 Euros per agent monthly if billed annually, including features like routing and audit logs. Setup costs are minimal due to its SaaS nature, but additional features like advanced reporting or AI can increase expenses. Although some find costs manageable, scaling can affect budgets, requiring consideration of additional licensing fees for enhanced functionality.

"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 utilize Freshdesk primarily for managing customer support tickets. It serves as a ticketing platform for email, live chat, and social media inquiries. Automation features streamline ticket assignments and workflow processes. Freshdesk enhances communication, SLA compliance, and performance analytics. It is employed across various industries for internal IT support, customer service, and project tracking, assisting teams in delivering efficient and transparent support. Freshdesk's integration with other tools further aids issue resolution.

Service and Support

Freshdesk customer service is proactive and responsive, addressing basic issues efficiently. Users appreciate the available resources, with technical support being knowledgeable yet occasionally slower for complex problems. Feedback indicates some delays in response times and reliance on multiple follow-ups. Support is helpful with integrations, but communication can involve different agents. They excel in maintaining professionalism and providing timely solutions, though improvements are needed for more technical challenges. Customer engagement reflects varying levels of satisfaction.

Deployment

Users found Freshdesk's initial setup generally straightforward and easy, though some faced challenges with imports and customizations. Integrating parameters and workflows could be complex, yet Freshdesk's support was praised. Initial deployment typically took days to weeks, depending on complexity. Automation and SLAs might require time. Advanced setups or integrations sometimes demanded technical expertise. Many teams appreciated its ease of use and low maintenance, though others found feature limitations without higher-tier subscriptions.

Scalability

Freshdesk demonstrates strong scalability, effectively supporting growth for small and mid-sized organizations. It easily accommodates adding agents and managing increasing ticket volumes without requiring extra infrastructure. Its SaaS nature ensures easy expansion, though larger enterprises may encounter limitations with advanced customizations and integrations. Users rate its scalability between seven and nine out of ten, with its intuitive interface appreciated despite some challenges at the enterprise level.

Stability

Users find Freshdesk stable with minimal downtime and strong performance for daily operations. Occasional lags and integration issues arise, especially under high ticket volumes, but support resolves them promptly. Internet connectivity can impact performance as it's cloud-based. Freshdesk handles regular workflows smoothly, ensuring reliable customer support experiences. Some users highlight rare outages and minor concerns, yet Freshdesk is commonly rated high for stability, making it a dependable choice for customer service teams.

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
Company Size	Count
Small Business	20
Midsize Enterprise	4
Large Enterprise	10

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	112
Midsize Enterprise	61
Large Enterprise	107

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

11%

Construction Company

10%

Manufacturing Company

10%

University

Marketing Services Firm

Healthcare Company

Educational Organization

Performing Arts

Real Estate/Law Firm

Government

Comms Service Provider

Legal Firm

Computer Software Company

Retailer

Media Company

Transportation Company

Insurance Company

Non Profit

Outsourcing Company

Wellness & Fitness Company

Recreational Facilities/Services Company

Non Tech Company

Energy/Utilities Company

Logistics Company

Pharma/Biotech Company

Hospitality Company

Recruiting/Hr Firm

Compare Freshdesk with alternative products

Learn more about Freshdesk

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshdesk customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	N/A	92%	228 interviews Add to research
Teradata	4.1	1.8%	88%	83 interviews Add to research

Author info	Rating	Review Summary
Director, Portfolio Projects at Microland Limited	3.5	I primarily work with ServiceNow, but we've integrated Freshdesk in a few cases. While Freshdesk is stable and intuitive for small businesses, ServiceNow offers better scalability, customization, and integration for large enterprises, making it our preferred platform.
Project Manager at Yohanna	4.0	I've used Freshdesk for five years as a reliable, user-friendly ticketing platform with strong automation, analytics, and live chat tools, though it could improve with custom dashboards and higher API limits to enhance flexibility.
Customer Success Manager at Mimshackworks Endeavors	4.5	I've found Freshdesk easy to use, reliable, and effective for managing customer support, with a smooth UI and strong ticketing features. Though more AI integration would help, overall it’s been a valuable and efficient tool in my work.
Project Engineer at IT Solution	4.5	I use Freshdesk to auto-create and assign IT tickets from support emails, with helpful notifications and reporting. It’s stable, scalable, easy to learn, and speeds resolution while reducing workload. I want inventory/device tracking. Good pricing; I rate it 9/10.
Head Advisor Infrastructure Cloud Architect at Adrienutech	4.5	I use Freshdesk for internal IT support and external customer service, appreciating its automation, Slack integration, and scalability, though I wish it supported more cloud platforms like Azure or Huawei for broader deployment options.
Solutions Architect at SHI India	4.0	I've used Freshdesk for years, mainly for ITSM and CRM implementations. It's user-friendly and feature-rich, though billing issues and support could improve. I prefer it over other tools for simpler setups and rate it an 8 out of 10.
NOC SOC ANALYST at SAVIC Inc.	3.5	I've used Freshdesk for a year and find it user-friendly for assigning tickets, though it occasionally has server issues and duplicate ticket problems; support is generally good, but response times could be more consistent.
Call Centre Manager at a retailer with 51-200 employees	4.5	I primarily use Freshdesk for help desk support in education, appreciating its automation, user-friendly interface, and multilingual support. Although more automation would enhance efficiency, Freshdesk effectively aids in managing queries and informs my strategic decisions.

Freshdesk Reviews

What is Freshdesk?

Featured Freshdesk reviews

Freshdesk mindshare

PeerResearch reports based on Freshdesk reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare Freshdesk with alternative products

Learn more about Freshdesk

Freshdesk customers

Related questions

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