The free version is awesome! I'm still on the free "sprout" version, but it's good enough that when our needs grow I'm pretty sure we'll upgrade! It was easy to start generating tickets, and there's lots of features we haven't scratched the surface of yet. Their support team is responsive and helpful, too!

This company is terrible. This company is terrible. No one is ever reachable via anything but emails/tickets. There is no number or person you ever speak with. They have botched two phone port attempts completely because they can’t even get the number right. Ironically, for a company that sells customer support solutions they have absolutely the worst customer service I have ever experienced.

Excellent tool for responding to users queries Following are excellent! The alerts that are received in the mailboxes of the team. The ability of any team member available respond to the ticket Provision for adding notes to each other within the team to keep track of the thread. Improvement suggestion: There is a limit on the number of agents. We know whom we can make an agent for our system. So why limit it?

Okayish product, terrible customer support We are an SME of ~100 employees, with a team of 10 using FreshDesk on a daily basis. Overall the value for money is good, with intuitive OOB experience. But the customer support team is TERRIBLE at understanding and handling our questions, feature requests and API assistance. Sometimes it takes a back and forth of 16 emails across a week to get one request answered or fixed. The technical understanding of the support teams is very limited. If you are looking for a long-term solution with custom integrations and a lot of customization, steer clear.

Talk about taking one of the best business decisions I have ever made We come from a Zendesk background which was not the greatest when it comes to support. We made the switch to Freshworks right around Aug 2020 right in the middle of the Covid19 Pandemic which was a tough uncertain stage to make these type of decision. After two and a half long years I can honestly say that FreshWorks is probably the best CX Software that I have worked with. We are handling thousands of customers every day through the Omnichannel platform and have never been in a better spot! We are absolutely loving FreshDesk and are planning to continue working with this amazing tool for years to come.