Freshdesk
Reviews
Star rating
Rank in Customer Success
Pros and cons
Pros
- Ease of Use
- Features
- Automation
- Ticket Management
- Efficiency
- Helpful
Cons
- Missing Features
- Limited Features
- Ticket Management
- Ticketing Issues
- Limited Customization
- Slow Loading
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 48.4% |
| Mid-Market | 40.1% |
| Enterprise | 11.5% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 250 | 4.5 |
| 2025 Q1 | 21 | 4.5 |
| 2025 Q2 | 37 | 4.1 |
| 2025 Q3 | 57 | 4.3 |
| 2025 Q4 | 36 | 4.1 |
| 2026 Q1 | 111 | 4.5 |
| 2026 Q2 | 38 | 4.2 |
| 2026 Q3 | 28 | 4.2 |
Satisfaction ratings
What reviewers say
Works Great as a Web-Based Help Desk Ticketing System
“First of all, it works. It doesn’t require any computing space to run the program because it’s all web-based. It receives all the help desk tickets, and they can be assigned and allocated as needed. Overall, it works great as our help desk ticketing system.”
Freshdesk Review for RockStar Passes LLC
“I love the centralized ability to assign tickets to various individuals, and split up tasks. It's nice to be able to see the volume any one individual is managing at a time, so that we can delegate tasks, and also collaborate with each other, without having to CC each other in ev”
Easy for Agents, Great Visibility for Sharing Workloads
“We appreciate the ease of use for all of our agents and the ability to view and share workloads throughout our organization.”