Freshdesk Reviews 

Terrible experience. App is buggy and i'm only able to chat with a chatbot. Not the best support from a support-based company

Cancelling your Freshdesk account should be straightforward. It isn't. I submitted my cancellation in April and was told the account won't close until November, a seven month wait with no ability to disconnect the support inbox in the meantime. That inbox is now causing direct problems with the helpdesk we built ourselves, and there is nothing we can do about it until Freshdesk decides the time is up.

Support has been hopeless. No workaround, no escalation, no acknowledgement that locking a paying customer into a broken state for seven months is unreasonable.

If you are considering Freshdesk, factor in that leaving is deliberately difficult. The exit is designed to keep you entangled long after you have decided to go.

A platform being used to send phishing emails. Serious data breaches have been identified originating from your company. Due to an authorization vulnerability in Freshdesk, attackers can carry out social engineering attacks by pretending to be trusted sources. I have technical proof of this. Your actions (or failure to operate with due care and skill) have caused me both financial and non-financial harm. Will you address this issue, or should I report it directly to the Cyber Crimes Unit of the Federal Police?

The software isn’t good and they will auto renew you for $500 bucks if you’re not paying attention. Don’t do business with this company.

I'm a Freshdesk customer. Their AI customer service model 'Freddy' is just a liar and a waste of my time. It just makes stuff up and it's obvious that the human customer support agents have been greatly reduced. Massive red flag.

I used the free account version for many years, which was ok by me, although it had many problems. One of them was the multitude of spam flooding the ticketsystem, this spam was directly send to the address they created to forward your mail to. Therefore for each spam-mail a ticket was created, resulting in hundreds of false tickets everyday.

But because it was free, I did not complain.

Now suddenly they are asking a LOT of money per agent, but the service is still terrible.

We decided to host our ticketsystem ourselves. What a relieve that is.

P.S. they do not allow you to download your data unless you pay an expensive subscription. So we lost ticket data from 2010 until now thanks to freshdesk.

We had the free Freshdesk support system for years. Just recently I got an email that our ticket support portal with Freshdesk was closed, and it was! They completely deleted our support portal without any notice. Screw Freshdesk - crappy Indian company anyway. I had been planning to move back to HelpScout.

I have been using Freshdesk for my team from some time now. But boy, are these guys greedy or what. Working features will be made paid overnight. The existing plans completely overhauled without any prior notifications. Don't even get me started on their support and their dark-mode. One of the worst experiences I ever had in digital world.

Expensive for what it is.
Extremely bad support if you have an issue. Days of ping pong.
I had to cancel my subscription because a major technical issue on their side made my whole service unavailable.
Request for refund rejected by top management, no apologize for the inconvenience.

Freshdesk claims we changed our subscription plan, our team says they didn't.

Contacted Freshdesk a day after the new plan started that this was a mistake.

They are unwilling to change the plan, nor will they let us know which of the users changed the subscription, other than it must be someone on your side.

Well done Freshdesk you get 1 more payment and we'll be moving to a different provider in the mean time.

Your customer service team is terrible.

After 5 years finaly Darkmode....No, it's a Temu version of darkmode that darkens black letters 50% of the time and just blackens the rest of the screen (tested in Mozilla, Edge,Chrome, Brave and Opera).

Amazing how you guys can consistently get worse after every update (change of Menu's, views, reportings that are gone). Are you and Microsoft 1 company since they also force halve tested features down your throat and deliver ZERO support?!

We have used Freshdesk for many years, and while the platform itself has generally worked fine, our recent experience with billing and contract handling has been extremely disappointing.

During renewal discussions, we received multiple written confirmations from Freshworks representatives stating that credits and revised invoicing would be applied after signing updated documents. Based on those confirmations, we proceeded in good faith.

After signing, we were later informed that the revised commercial adjustment had apparently never received final internal approval, while the higher invoice still remained payable. This created a situation where the customer relied on operational confirmations that later conflicted with internal billing decisions.

Even senior management later acknowledged that the communication should have been clearer and that the process was not handled internally as expected.

What frustrated us most was not only the invoice itself, but the lack of transparency during the process and the pressure to proceed quickly with signing before internal alignment was fully completed.

Good software, bad company. Not sure if it is a culture thing. But they are liars. They try everything to get you onboard with lying. After you are onboard you get seeds theys sai we will fix that you get a refund if you don’t want these seeds. They don’t refund. Just keep lying. I don’t recommend anyone Freshdek. They will be a pain for your company, they suspended our account while we get 1k support mails a day. I am writing this email while tying to fix the issue. We can get bankrupt because id Freshdesk. Please understand what is happening to me. AVOID THIS COMPANY

This software feels like it’s been rather haphazardly glued together over the years, with multiple logins, dashboards, and redirects required just to manage the different parts of the platform. For example, Freshdesk (their ticketing system) and Freshcaller (their phone system) are completely separate systems with separate logins, despite supposedly being part of the same ecosystem. The integration between them is limited at best, which makes day-to-day management unnecessarily awkward.

It’s also expensive for what it is. Many fairly basic features are locked behind higher-tier plans, so the lower-priced options quickly become impractical unless you enjoy paying extra for functionality that should arguably be standard.

Unfortunately, the support experience somehow manages to be even worse than the software architecture. Responses are often canned, unrelated to the actual issue raised, and can take days to arrive. If you run into a problem, prepare for a long and deeply frustrating game of email ping-pong.

And finally, the pièce de résistance: cancelling. Because the platform is so fragmented, trying to locate the correct cancellation settings feels less like account management and more like an escape room challenge. Despite repeated assurances that our subscriptions had been cancelled, we continue to receive attempted charges from Freshdesk billing. At this point, I’m half expecting another dashboard to appear purely for cancelling the cancellation.

If I could rate this negative stars, I would. This product could work very well in my industry and business. It looked great from the outside. I signed up for a demo last week. Upon signing up, it allows you to choose the source of data from which the tickets will be generated. In our case, that is email via Exchange. As soon as I selected the Exchange option, it automatically grabbed the login credentials from the last account logged into on my local system, which was not the email we needed to use. Within seconds, and without authorization, it started sending out emails in response to anything that came into that email address. There was no option to choose an email, nor was there an option to configure what kind of response I wanted to go out to my customers. No sandbox environment, either. I started receiving customer and vendor concerns and complaints immediately thinking we had wither been compromised or shared their info.

There is no option to turn the responses "off". I had to scramble to find out how to remove my email as an agent. Even then, I could not change the email or delete it. The only option is to add another email so that their system retains access to the data. In five minutes, I had 32 system responses go out. Five of them were to new customers who immediately thought they hadn't actually purchased through us, but through a scammer.

Support is non-existent. Their AI based bot just automatically creates tickets when it can't resolve the issue, and the knowledge base is less than helpful. Phone support goes through the normal BS of scripted answers and promises of follow up. A call on Friday where I was told that my account would be deleted within the hour was lip service. By Monday, the ticket hadn't even been addressed. A subsequent call Monday was the same lines and mock concern. Today I was told "well, we can just change the email address to something else that doesn't exist, but deleting your account will take weeks."

Avoid! We've been a customer for over 7 years, heavy user with many licenses (50+). From a long-standing customer I would avoid Freshdesk and find another ticketing system - there are many smaller ticketing systems that deliver a superior product, with good service and cheaper pricing. They've got so bad each year we have progressively reduced our licenses and will continue to do so. Their billing department is the worst and aggressive. Their customer success managers, which constantly change, say they are there to help you, but will then provide you with prices and terms different to what is discussed on video calls. Nothing good to say with the direction of Freshdesk over the last 5 years, and it's getting worse.

I am actually a paying customer still. Been trying to get pricing from them for 6 weeks for adding a bot to our account.

I have been passed off 5 times with no real offer, promsie, follow up. I believe it is all based in south east Asia with little management in North America.

A "Director of Sales" Eric Smith has to be managing other jobs to have his team run like this. I coach university students who are 10x the salesperson.

Please use another company!

My subscription was renewed on April 3, and I sent a cancellation request on April 5.

Guess what? You can't cancel your subscription without their approval??!!!! That's stupid.

I also asked for a refund since only 2 days had passed after the renewal. They said no, and today is April 8, and they still haven't approved my subscription cancellation.

What kind of confirmation is this? I mean, if I want to cancel my subscription, do they have the right to say no?

They follow every dark pattern they can, and they are not cheap. Their support team is terrible. They told me they were connecting me to 'Customer Success Manager Patrick,' and he just sent me a link to the terms and is trying to convince me about a refund, while I'm saying I don't need a refund—just cancel my account :)

They are the worst. Don't touch them. I’ll cancel my other subscriptions as soon as possible.

If you advertise a 6 month free plan on your website then I expect it to be easy to sign up through the admin panel. If I have to contact support who then take over three days to confirm if the plan even exists and get told they're still looking into when I ask for an update then unfortunately, you're not the service provider for me and I'll happily go to one of your competitors. Thank you for making it an easy decision for not signing up to a paid plan because you've shown how you deal with issues.

Shit company and shit service.

Made it so difficult to cancel the subscription, unbelievable.