Freshsales Reviews

I use Freshsales on my phone a lot, and honestly... the app just feels kind of clunky. It takes a while to load, notifications sometimes show up late, and every now and then tickets don’t refresh unless I fully close the app and open it again.
The desktop version works better for me, but on mobile, yeah... it makes quick tasks take longer than they should. It’s not completely unusable or anything, but it gets frustrating when you’re trying to reply fast. Hopefully they clean up the bugs soon.

It pretty much has all the features we actually need, which is great. Sometimes it feels like there’s just a bit too much going on, but overall, it gets the job done

I really wanted this to be more flexible, but the customization options feel limited. Some things work fine, then other times it feels like the settings just don’t do what I need them to. It’s not unusable, but for our setup, it kind of works when it wants to...

I gave freshworks a shot mostly for the automation stuff, it ended up being more of a headache than anything useful. The rules felt basic, the testing was annoyingly confusing, and things that were supposed to just run on their own still needed me babysitting them like some fragile little setup. A few workflows didn’t even trigger properly, which kind of defeats the whole point. Then the support links just sent me around in circles like a bad joke. If automation is the main reason you’re looking at it, I wouldn’t waste the time.

Freshworks is fine overall. Meh. It does what we need for the most part, but the pricing feels steep for the value you actually get. Some features I’d consider basic are only available on higher plans, which gets frustrating quickly. Oof. I can see it making more sense for larger teams, but if you’re trying to keep costs under control, it’s a little hard to justify

I really wanted this to work, but it’s just too confusing to figure out. Even simple things take way longer than they should, and I kept feeling like I was losing time I could’ve spent getting something actually done

The ticket management felt a bit messy. Once there were a few replies going back and forth, it became hard to tell what had been answered and what still needed attention. Support would reply with things like, “we’ll check on this” or “this has been updated,” but those updates were easy to miss in the thread. It just felt like conversations got cluttered faster than they should have.

The setup was easy and smooth overall. The onboarding did take longer than I expected, though, so it kind of felt like they could’ve made that part a bit more streamlined

We use Freshworks for handling support tickets, and when everything is running normally, it does the job well — it’s easy enough for the team to work with.

The issue is that it can feel kind of unpredictable. Some days pages are slow, tickets don’t refresh properly, or someone gets logged out right in the middle of typing a reply, which gets old fast. It’s not happening every single day, but it happens enough that people start second-guessing it.

Support usually tells us they’re looking into it, and I get that things happen — but we mostly just need the system to stay stable. For what it costs, I’d expect the reliability to be a lot better

It was fine when our team was smaller, but once more people started using it, things got messy quickly. We’re still using it for now because it gets the job done, but I can’t say it’s been smooth for a growing team...

My first impression was good, honestly. It worked smoothly when I started using it, so I expected it to stay that way. Lately though, it’s been laggy most of the time and just feels slower than it should

I’ve had a rough time with the reporting in Freshsales. It feels really limited and kind of messy, honestly. Even building simple dashboards takes more effort than it should, and sometimes the data just doesn’t seem to line up. Exporting reports is also a pain. When I reached out to support, they mostly just sent links instead of actually helping. Uh, if analytics are important to you, I wouldn’t say this is a strong option.

I tried using the knowledge base tools, but they just felt clunky overall. I’m comfortable figuring out new software, and this still came across as more frustrating than helpful

Freshworks has been fine now that we’ve got it up and running, but the migration was more painful than I expected. I still remember opening up some of our old tickets after the import and getting that sinking feeling when fields were in the wrong place or the ticket history looked messy. Support did respond, but it turned into a lot of back and forth, and I ended up fixing more on my own than I thought I’d have to. I was really hoping for a cleaner handoff. It’s not a terrible product, but that setup experience definitely left a bad taste

The product itself was fine, but dealing with the billing and contract stuff was a real headache. The terms weren’t very clear, and trying to cancel ended up being way harder than it should’ve been. Support did respond, but they basically just kept pointing me back to the agreement, which felt unhelpful. For a small team, the whole thing was kind of ridiculous.

Freshworks is fine if you’re just using it for the basics, but the integrations were a bit of a headache for us. A few of the tools we rely on didn’t connect smoothly, and some needed extra setup or weird workarounds. Isn’t the whole point of integrations to save time? It ended up slowing us down more than I expected. Not a total dealbreaker, but if your team depends on a bunch of apps working together, it’s something to watch out for.

I’ve been using Freshworks to manage our support emails and live chats together, and it’s been helpful overall. I’m not sure if we set everything up the best way at first, especially with calls, because that part took a little figuring out. Once we got past that, though, it’s worked fine. It’s not perfect, but I’d say it’s been a solid tool for us.

Freshworks has a few things I genuinely like, but dealing with support has been annoying. It takes a while to get a reply, and when they do respond, it often feels like they just copied something from the help docs, which is unnecessary when you’ve already explained the issue. I had to repeat the same problem three different times before someone finally understood what was going on. Everyone was polite, but when you need a quick fix, polite doesn’t help much. For what it costs, I expected better support.

As someone who’s usually the person on our team figuring out new support tools, Freshworks definitely made me earn it a bit in the beginning. It worked well overall, but the setup wasn’t super intuitive for me. A few settings were tucked away in places I wouldn’t have guessed, so I spent a decent amount of time clicking around and watching help videos.
After a week or two, though, it started to click. The tickets, automations, and reporting tools are genuinely useful once you get comfortable with the layout. It’s not perfect, but for our support team, it’s been a good fit and I’m happy with it now

I like parts of it, but the interface feels kind of all over the place. It takes maybe 3 or 4 clicks to do things that should be quick, and I’ve had to stop and figure out where stuff is more than a few times. It’s not unusable, just a little messy and confusing.