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Freshdesk pros and cons

Vendor: Freshworks

4.1 out of 5

41 reviews
93% willing to recommend

Pros & Cons summary

Freshdesk boosts customer management by enhancing response times through streamlined ticket management and automation. Its features include ticket automation, integration with CRM tools, and omnichannel support to improve efficiency. However, users experience difficulties with technical issues, ineffective social media integration, and a complex customization process. Additionally, integrations require effort and technical support needs improvement, making it challenging for some to fully leverage Freshdesk's capabilities for effective customer service.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Freshdesk improves response and resolution times by streamlining ticket management and automating routine tasks.

Freshdesk's ticket automation assigns priorities and routes tickets based on submission, increasing efficiency and visibility.

Freshdesk's integration capabilities allow seamless connections with CRM tools, phones, chats, and APIs, simplifying workflows.

Freshdesk offers omnichannel support and generates reports that help track request status and aging, enhancing customer service quality.

Freshdesk's easy setup, automation features, and CRM integrations make it a valuable choice for efficient customer management.

CONS

Freshdesk's solutions center customization is frustrating and not user-friendly.

There are technical incidences such as issues with receiving messages from specific email addresses.

Its integration of Facebook and Twitter posts into the ticketing system is not effective, as it creates a ticket for every post, including irrelevant ones.

Freshdesk requires significant effort for integrations and lacks certain functionalities like forms for service requests.

Its technical support could be greatly improved to offer better assistance to users.

Freshdesk Pros review quotes

Director, Portfolio Projects at Microland Limited

Dec 11, 2025

While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow, so everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running.

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Vinoxas Mishara

Project Manager at Yohanna

Feb 9, 2026

Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers.

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AO

Customer Success Manager at Mimshackworks Endeavors

Aug 7, 2025

Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books.

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Project Engineer at IT Solution

Feb 18, 2026

Freshdesk is a time saver and reduces the need for fewer employees.

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Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees

Apr 30, 2026

Freshdesk has positively impacted our organization by improving our customer relationships.

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Solutions Architect at SHI India

Aug 11, 2025

Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles.

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SA

Call Centre Manager at a retailer with 51-200 employees

Jun 3, 2025

Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow.

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reviewer2784531

Works at a tech vendor with 201-500 employees

Dec 4, 2025

Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.

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VS

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

Mar 14, 2025

Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base.

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LW

Line WillumsenSolem

Development Manager at Horizon Software

Mar 14, 2025

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.

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Freshdesk Cons review quotes

Director, Portfolio Projects at Microland Limited

Dec 11, 2025

Freshdesk's scalability could be improved for larger businesses across departments.

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Vinoxas Mishara

Project Manager at Yohanna

Feb 9, 2026

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee.

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AO

Customer Success Manager at Mimshackworks Endeavors

Aug 7, 2025

With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature.

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Free Report: Freshdesk Reviews and More

Learn what your peers think about Freshdesk. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,221 professionals have used our research since 2012.

Project Engineer at IT Solution

Feb 18, 2026

As of now, Freshdesk has no inventory assignment.

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Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees

Apr 30, 2026

I think the main problem with Freshdesk is the deep settings, interface, and analytics.

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Solutions Architect at SHI India

Aug 11, 2025

The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention.

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SA

Call Centre Manager at a retailer with 51-200 employees

Jun 3, 2025

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

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reviewer2784531

Works at a tech vendor with 201-500 employees

Dec 4, 2025

I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.

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VS

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

Mar 14, 2025

An area for improvement in Freshdesk would be enabling all features regardless of company or user size.

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LW

Line WillumsenSolem

Development Manager at Horizon Software

Mar 14, 2025

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well.

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