Freshdesk Information Reviews & Insights

Score8.6 out of 10

569 Reviews and Ratings

Overview

Synthesised from 6 reviews | Last Published May 26, 2026

In TrustRadius reviews, Freshdesk serves Information organizations as a core platform for managing the entire lifecycle of customer support inquiries, from initial contact to resolution. Information providers leverage it to centralize communication across diverse channels and streamline agent workflows, particularly for managing multiple customer service email inboxes and integrating with knowledge bases. Its robust ticketing management capabilities ensure structured handling of information requests, while automation tools streamline repetitive tasks, critical for maintaining service level agreements in data-driven environments.

The platform also enhances customer satisfaction through operational efficiencies and improved internal knowledge sharing, replacing disparate systems. However, 3 of 6 reviewers highlighted limitations in the user interface and challenges in custom reporting, which can impede data-driven decision-making and strategic analysis crucial for information professionals. Overall, Freshdesk is valued for its core support functionality but presents a mixed picture regarding its advanced analytical capabilities for this industry.

Pros

Robust ticketing management for diverse information requests
Automation of routine support tasks to meet SLAs in data-driven environments
Centralized management of multiple customer service email inboxes
Streamlined internal knowledge sharing for consistent information delivery
Improved efficiency in customer support operations, reducing resolution times

Cons

User interface/user experience (UI/UX) perceived as outdated
Limitations in custom reporting capabilities for nuanced data analysis
Difficulty extracting meaningful insights for strategic decision-making
Analytical capabilities may not fully support sophisticated data requirements
Omnichannel suite not always fully leveraged or integrated by Information companies

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Freshdesk Reviews

56 Reviews

InformationComputer Software36Computer Networking1Internet12Telecommunications3Broadcast Media1Information Services1Music1Wireless1

Freshdesk is fantastic

Rating: 10 out of 10

Incentivized

April 22, 2025

Use Cases and Deployment Scope

We use Freshdesk as our support and ticketing tool. Our support team uses this to raise customer issues, track and resolve them. We also use it to keep our users informed of their issue status. We also make use of its automation features (things liked canned responses) and its really great at SLA tracking.

Pros

Very good at SLA tracking
Good set of automation tools, allows us to manage a large number of tickets easily.
Its pretty easy to use, our new agents are able to get up and running with just online training resources quickly.
It also has good reporting and analytics.

Cons

Initial set up can be a little complicated. Pretty smooth when you have it up and running.
Mobile version is a little buggy.
.

Likelihood to Recommend

Its really great for mid or large sized teams. If your support team handles a decent amount of requests, this can be invaluable in both saving time (with automation) and ensuring you arent falling behind in your SLA.

For smaller teams or if you dont have a large volume of support queries, you can probably get by without it.

Verified User

Manager in Marketing (Computer Software company, 51-200 employees)

Vetted Review

Good app for customer support

Rating: 8 out of 10

Incentivized

April 17, 2025

Use Cases and Deployment Scope

The application has been a very important aspect in our company and plays a very vital role in the customer management of our company and it has been a very crucial tool to manage the happiness of the customer. It plays an vital role for our company and is a boon to us.

Pros

Customer Support
AI Agent
Knowledgebase

Cons

Customer Experience
Onboarding journey

Likelihood to Recommend

People who want to do automation in their customer services are the best people who should take this platform in their platform suite.

Verified User

Vice-President in Product Management (Computer Software company, 11-50 employees)

Vetted Review

8 years of experience

Freshdesk Review From a Seasoned User

Rating: 7 out of 10

Incentivized

April 10, 2025

Use Cases and Deployment Scope

I use Freshdesk to manage seven customer service email inboxes and tickets from our knowledge base, which is also worked on by Freshdesk. We used to have the emails forwarded to a single person, which would turn into a single point of failure if they were out sick or had PTO. The Customer Success team used to have dozens of google docs they would share so the knowledge base articles have streamlined that as well.

Pros

Ticket agent assignment
Rule building to auto close tickets
Knowledge base has never been “down”
Creates ticket history by user which is helpful with frequent flyers

Cons

Reporting, building custom reporting with customizable time frames isn't intuitive- I've been using FD for 4 years and I still struggle

Likelihood to Recommend

My experience with Freshdesk is that of two agents handling 100k tickets annually for a 75-person company. It does great with that.

Verified User

Supervisor in Customer Service (Computer Software company, 51-200 employees)

Vetted Review

4 years of experience

A Helpdesk that feels a bit outdated

Rating: 5 out of 10

Incentivized

April 9, 2025

Use Cases and Deployment Scope

We used Freshdesk as a support ticketing platform, including live chat and a support email for customers to send us tickets. We had agents on the Freshdesk platform monitoring traffic and responding to customers to ensure we hit our support SLAs

Pros

Ticketing
Live Chat
Additional features and customizations

Cons

The UX is a little old - it feels like you're using an older product
The system didn't feel as robust as its competitors

Likelihood to Recommend

Freshdesk is a good options as opposed to something like zendesk which may be more expensive - however it does feel like you get what you pay for. It's not a bad option for smaller companies starting out, but I felt as we grew it became more difficult to manage unless we used more of the Freshdesk suite.

Verified User

Manager in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

1 year of experience

Freshdesk - Seamless and efficient ticketing tool

Rating: 10 out of 10

Incentivized

April 9, 2025

Use Cases and Deployment Scope

We use Freshdesk as a ticketing tool for customer mails. It is a highly efficient ticketing management tool. It helps with customer self service as well as with advanced things like automation of workflows. It also provides many performance insights in form of analytics.
I would say our biggest scope is for customer support.

Pros

Automation of work flows
Performance Analysis and charts
Efficient ticketing management tool
Customer support.

Cons

Splitting if the ticket can be a bit better as after the split, the conversation vanishes from the original, instead of just adding a not saying this issue is being discussed in another ticket number.
Lack of Custom Dashboard which would help design it to clients requirements
API rate limits which would be best if they provide an option to increase or remove restriction with additional free.

Likelihood to Recommend

When customer themselves want to contact a company for an issue freshdesk is best at helping them to create ticket and reach out to company for customer support post which then can be automatically assigned based on the skillset of customer representative.

Also, multiple teams can collaborate on an issue by creating threads or provate notes which would easier for the customer representative to deal with as all the information is under one ticket and is easy to access.

Verified User

Employee in Customer Service (Computer Software company, 501-1000 employees)

Vetted Review

4 years of experience

Customer Support: Faster and Better

Rating: 9 out of 10

Incentivized

December 14, 2024

Use Cases and Deployment Scope

We are using Freshdesk to manage the complete customer support system.
From the time a customer writes an email to us asking for help, gets a ticket created for the same, gets the ticket assigned to an agent who has the bandwidth, and then the resolution of the issue by the agent and marking it as resolved, Freshdesk does it all

Pros

Ticket Creation & Assignment to the agent who is free
Agent Operations Management & Task Management
Reporting on the issues that customers have been facing and how we are resolving those inc the time taken to resolve
Collecting feedback on issues resolved by customers

Cons

The current analytics capabilities of Freshdesk are limited and if I have to get insights, data needs to be downloaded and manual efforts are needed
Auto escalation of tickets which are not getting resolved in time is not very effective
There is no auto sentiment check that is happening based on the conversation between the customer and the support agent

Likelihood to Recommend

Very well suited for complete support management, and task allocation. Very intuitive and easy-to-use interface. Has decent set of reporting features to know what is happening with your cusotmers and how their issues are getting resolved.

It needs improvement in sentiment identification, escalations management, analytics for management reporting and making life of agents easy.

Alok Kumar

CSM in Customer Service at Netcore Cloud Pvt Ltd (Broadcast Media, 1001-5000 employees)

Vetted Review

10 years of experience

Verified on LinkedIn

Great ticketing platform - Freshdesk

Rating: 10 out of 10

Incentivized

October 31, 2024

Use Cases and Deployment Scope

We are looking for a solution where we can streamline our support ticket process, Freshdesk helped us to do it.

Pros

SLA Management
Ticketing Responses using Macro
Overall stats of a individual user and also as a company
Streamlined team creations and auto assign of the emails

Cons

SLA Management while using Gmail is very hard, Freshdesk resolved this problem for us.
Missed emails, when an associate gets an email in Gmail there are high chances that gets missed, here we will be able to see it again and again until we resolve
Dashboards is not available in Gmail, Infreshdesk we are able to find this.

Likelihood to Recommend

Ticketing tool, Very well managed CRM.

Verified User

Director in Customer Service (Computer Software company, 501-1000 employees)

Vetted Review

3 years of experience

Works for small companies

Rating: 7 out of 10

Incentivized

October 30, 2024

Use Cases and Deployment Scope

As customer support for a healthcare SaaS product, I used Freshdesk to manage customer tickets, make knowledgebase articles available to customers, and moderate user forums. Freshdesk made ticket handling so much easier than just using a support email address. I used the Growth and then Pro plans, but even with the higher plans, in my opinion, Freshdesk is only suitable for smaller organizations. For example, attempting to add CRM functionality to our Freshdesk instance wasn't very successful.

Pros

The price is great for small startups just large enough to need a support ticketing system.
This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
Agent collision detection is great for making sure agents don't duplicate each others' work!

Cons

Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
There can be a language barrier with support and sales.
There were a couple of hours-long outages that significantly impacted my company's customer experience.

Likelihood to Recommend

Freshdesk does the job for smaller organizations, particularly if they only need a ticketing system. Freshdesk's other features, like user forums and knowledgebase management, are lacking. For example, the knowledgebase article editor is cumbersome, and article organization options are limited. It's also difficult to restrict portal access to certain types of users, so Freshdesk works better for public-facing information. The features, such as custom objects, that Freshdesk includes to supposedly make it a pseudo-CRM do not work well in practice. Finally, there are numerous obvious API endpoints that don't exist.

Kaley White

Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (Computer Software, 11-50 employees)

Vetted Review

2 years of experience

Verified on LinkedIn

Great at Customer Service

Rating: 9 out of 10

Incentivized

October 30, 2024

Use Cases and Deployment Scope

We use Freshdesk as a customer support interface. It enables us to keep in contact with customers to resolve their issues and offer improved levels of support. We also use it to maintain a knowledgebase of helpful articles for both internal and external training.
We allow collaborators to communicate with other agents while keeping them isolated from direct contact with customers.

Pros

Support ticket management
Solution article maintenance
Ticket automation

Cons

Domain name change support. Changing domain names requires a number of steps to switch to alternative product portals.
Ticket permissions for collaborators could be improved to allow permissions to be added later without the collaborator needing to be tagged in a note.
Overview of permissions to a ticket. It would be helpful to see the agents, collaborators and groups with permissions to a given ticket.

Likelihood to Recommend

Freshdesk is an excellent product for customer support ticket management. It has plenty of features such as canned responses, forms, automation and collaborator roles along with solution article management to improve the customer support experience.

Verified User

Manager in Customer Service (Computer Software company, 11-50 employees)

Vetted Review

10 years of experience

Excellent automation and streamlining features!

Rating: 8 out of 10

Incentivized

September 24, 2024

Use Cases and Deployment Scope

Freshdesk is used daily by the team to bring together inquiries from multiple channels so that agents find their work in one location. It allows us to automate repetitive tasks and customize tracking techniques, allowing agents to work in a way that makes sense to them. The system allows us to collaborate across teams, and the search function makes creating reports and tracking trends very easy.

Pros

Bringing tickets from multiple locations to one place
Storing and organizing templates
Allowing personalization of tagging features

Cons

Updating articles in the FAQ/solutions area
Customizing email subject lines
Merging tickets

Likelihood to Recommend

Ticket tracking is excellent, and the system allows for many personalization features so that the software can be tailored for the team's goals. Scenarios and canned responses are time-savers and can be saved for all agents. Sometimes ticket merging can be confusing and time-consuming, but notes allow for clear summaries so that information is not lost.

Verified User

Professional in Customer Service (Computer Software company, 1001-5000 employees)

Vetted Review

1 year of experience

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Works for small companies

Rating: 7 out of 10

Incentivized

October 30, 2024

Use Cases and Deployment Scope

Pros

The price is great for small startups just large enough to need a support ticketing system.
This may seem minor, but many tools don't have this: the ability to link a contact to multiple companies/accounts.
Agent collision detection is great for making sure agents don't duplicate each others' work!

Cons

Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
There can be a language barrier with support and sales.
There were a couple of hours-long outages that significantly impacted my company's customer experience.

Likelihood to Recommend

Kaley White

Data Analyst, Regulatory Affairs and Quality Assurance at Limbus AI (Computer Software, 11-50 employees)

Vetted Review

2 years of experience

Verified on LinkedIn