Showing 1–3 of 3 reviews
Ryan O.
Head of Delivery · Marketing agency · 11–50 employees
June 29, 2026
Used daily for 6–12 months
Two agents, real ticketing, a knowledge base and no credit card. We ran on free for five months before upgrading, by which point we knew exactly which tier we needed. More vendors should do this.
Pros
Genuinely usable free plan. Clean interface my team learned in a day.
Cons
Reporting on lower tiers is preset dashboards only.
Fatima A.Validated Reviewer
Operations Manager · Healthcare · 51–200 employees
May 20, 2026
Used daily for 1–2 years
We evaluated both properly with a 30-ticket simulation. Day-to-day the agent experience is barely distinguishable; the gap is in custom reporting, which we needed less than we thought. Saving roughly $18k a year across our team made the decision easy.
Pros
SLA management and automation at the $15 tier. Free plan let us test with real tickets.
Cons
Custom reports are slower to build. Marketplace is noticeably thinner.
Problems it solves
Got proper ticketing without the enterprise price tag.
Diego F.
Sales Operations Analyst · Real estate · 11–50 employees
March 6, 2026
Used daily for 1–2 years
The software is solid and the price is fair. Working out whether we needed Freshdesk, Freshservice or Freshchat took two sales calls and we still ended up paying for overlap in the first year. Worth getting that right before you sign.
Pros
Straightforward setup, reliable, good automation for the price.
Cons
Freshworks product boundaries are genuinely confusing. Support response times vary.