Freshservice Reviews 97

We have been Freshworks customers and what should have been a simple plan downgrade has turned into three consecutive months of incorrect billing, broken promises, and a complete lack of accountability from their support and billing teams.

Three months ago we formally requested a downgrade from the Growth plan to the Starter plan, well in advance of the billing cycle. Since then:

- The downgrade has NOT been executed. Not once. Not after three months and multiple follow-ups.
- We have been charged for the Growth plan three months in a row, for a plan we explicitly asked to leave.
- Their team confirmed IN WRITING that the change would take effect on a specific date, and that if it failed, the full amount would be refunded. The date came. The downgrade failed again. The refund has not been processed.
- Every billing cycle, the system threatens to cut our access, forcing us to chase their team while they fail to execute the change THEY confirmed.
- Multiple tickets have been opened. None of them have produced an actual resolution. Their answer to a failed ticket is… to open another ticket. With another 48–72 hour SLA. That also leads nowhere.

The assigned support representative has been completely ineffective. There is no ownership of cases, no escalation path that actually works, and no accountability when written commitments are broken. Customer service is, without exaggeration, the worst we have dealt with from any SaaS provider.

At this point we have lost trust entirely. We are actively migrating to another solution and will not be paying the disputed invoice. If you are evaluating Freshworks for your business, take this seriously: their product may work, but the moment you need anything from billing or support — a downgrade, a refund, a correction — you will be on your own for months, paying for a plan you did not ask for, while their team hides behind tickets that never resolve.

We genuinely wanted this to work. They made sure it did not.

Very unhappy with their contract renewal practices. Freshworks pushed our team into signing a renewal with someone who clearly lacked decision-making authority and then enforced a massive price increase — charging more for fewer licenses. When challenged, they refused to acknowledge the issue or find a fair resolution. Very disappointing experience.

Please do not do business with Freshdesk
Please do not do business with this company; they charge more than what they initially state. They then attempt to scam you by referring to their Terms & Conditions, which are not clearly stated. Use Jitbit, Hubspot, and ProProfs; all of those companies are good.

I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.”

Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up. Not even a courtesy email to reschedule. Just silence.

The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.

I'd like to raise a concern regarding this company’s recent campaign. They promoted a $50 gift card incentive for attending a demo—an offer advertised through emails and Google ads. However, after completing the demo, there was no follow-up communication or delivery of the promised reward. A friend of mine had already experienced the same issue, so I decided to test it myself—and unfortunately, confirmed it to be true.

Using misleading incentives in marketing to attract leads is not only unethical but damaging. It erodes trust, undermines the integrity of the brand, and when follow-up communication is completely absent, it makes the entire campaign feel deceptive and insincere.

I am here to tell my experience with this tool. We were looking for a tool to use to manage assets and ticketing and we had a booking where I spoke to Veeraraghavan Varatharajan from freshservice.

The guy called me scam without any context and where the company sends out email promising the gift card of $50.

They however do not send the gift cards as they use it as scam tactic for marketing.

Doing an assigment and had to ask for a quote under a business identity, and these guys were PERFECT for it, super fast response times, good questions, and had informative, easy to understand and detailed answers. Thanks again Sridevi, appreciate your service

We are really happy how accurate and fast are Freshping reports

What I like - They have included AI in their Chatbot
What I don't like - Their analytics - dashboards, and reports, are mostly slow and unreliable due to missing data.

Issue with email reminders not going out for approvals. Took a little while to sort out

Rex was very helpful. He knew the product well and directed me to the right are to correct my issue. He was also very quick to get back to me with an answer. Excellent Service.

Change Management tool is very thin. It needs a lot of configuring and workflow work to make it usable.... as a SOC 2 compliant company - we heavily rely on this module.

Incident/Ticketing module - need the ability to have custom fields be part of a search or filter.

Task Scheduler - an important feature we rely on heavily. It is ridiculous that you cannot search for a particular Task Scheduler entry... you have to scroll..and scroll... and scroll to find what you want.

A very useful platform that will make your life easier.

Urgent issue was tended to very quickly and all necessary information was provided to fully resolve. Great support!

No comment only to confirm that the services it's fantastic

agent took the time to solve the issue instead of just sending instructions

Freshservice is a great tool for your company, to manage internal issues and deliver internal services or give support to your customers.

You can build workflows to do a variety of different actions, they allow you even to communicate with a third party application.

There are many options for portal customization and ticket view, but if you can't find the option that you want and/or can't do a certain operation with workflows, you can also build your custom app with their developer kit and host it in your freshservice account.

Tere's also an app marketplace full of both paid and free solutions.

I feel like that the customization limit for Freshservice is your immagination and your effort in looking for "how to do things".

Tech support is also very fast in finding solutions and assist you.

If you're looking for an ITSM, give it a try!

Great. Simply great.