Non existent Customer Service
I have been using Freshsales for a couple of years. Software is clunky but it is the cheapest I found to try CRM. However, I have now been waiting for over 2 weeks to have 2 users added (I made the mistake of paying an annual subscription), and apparently they cannot change from an annual subscription to a monthly one. This has been with the management team for a week and I have heard nothing back. If they can't be bothered with selling more users, I wonder what will happen if we have an issue. Until now we hadn't needed much from CS, but it is clearly non existent. I am now looking into moving to a more reliable flexible software, where we are not stuck for weeks trying to add more users.
Scammers & Thieves - BEWARE
I had been a Freshdesk customer for years and was disappointed by my recent experience. On 17 June 2026, I requested cancellation of my subscription. Despite this, my credit card was charged for a renewal on 20 June 2026. When I requested a refund, I was informed that cancellations only take effect from the next renewal period and that the charge would not be reversed. What I found particularly frustrating was that Freshworks later confirmed that my account was eligible to be moved to the Free Plan, which is all we require, yet the renewal charge remained in place. As a long-term customer, I expected a more customer-focused approach when a cancellation request had already been submitted before the renewal charge was processed. The support team was polite and responsive, but the billing policy and refusal to refund the renewal charge have left me with a poor impression of the company. Based on this experience, I cannot recommend Freshdesk's billing practices.
scammers STAY AWAY! THEY KEEP CHARGING MY CREDIT CARD AND I CANNOT ACCESS THE ACCOUNT!
scammers! stay away! they keep charging my credit card since 2 months and cant provide me with access to my account! password reset wont work! they keep charging since I cannot login to cancel my subscriptions! I reported them to my bank for FRAUD! THIS COMPANY IS A FRAUD STAY AWAY OR YOU LOOSE YOUR TIME AND MONEY!
I use Freshsales on my phone a...
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. 0 Reply
Pretty complete, but can feel like a lot
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 0 Reply
Customization only works when it feels like it
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... 0 Reply
Freshworks automation felt half-baked
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. 0 Reply
A bit expensive for what it offers
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 0 Reply
Avoid this platform completely
Avoid this platform completely. If you value your data and access, this is not a safe choice. Our dashboard suddenly stopped working, and it appears as if our data was lost or removed. Attempts to reach support via live chat were unsuccessful, as they stopped responding. A complete waste of time setting everything up, only to lose access in the end. Not reliable and not suitable for any serious business.
Feels like I'm wasting time trying to use it
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 0 Reply
The ticket management felt a bit...
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. 0 Reply
The setup was easy and smooth overall...
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 0 Reply
The platform feels like a legacy system
The platform feels like a legacy system. It is not intuitive, reporting is overly complicated, and working in it often creates friction instead of helping you move faster. We also experienced issues with one of our module and resolving them was too difficult and too time-consuming. What is especially disappointing is that even cancelling the account does not feel straightforward. Instead of a simple process, which reflects the same problems we experienced throughout the product. You won't find any clear information online about 30-day cancellation policy (when requesting it), which makes the cancellation process even less transparent. We had to pay also for non-active account. It was a frustrating experience not only as a customer using the product, but also as a customer trying to leave it.
Terrible experience and service
Terrible experience. After a week and a half of being down and losing all data and email contact to customers. They are very nonchalant in saying that they have no ETA and they want to see how many people want to migrate their servers before we can even have an ETA.
Scammers and unprofessional - Lost all my data
Dont you ever think about using these cheaters and iressponbible company. Their servers are down and all of my data have been lost and the software itself is down for more than 11 days now with no clear timeframe on when this is going to be fixed. They never give clear timeframes nor solutions, they just keep saying, we truly understand how this is critical for your business. I am sure I am not the only one affected. Beware from these scammers, if you choose them because they are cheaper, you are making the wrong decision, because you will end up paying a lot of money and time to restore the data that they lost for you.
Cheater company
Cheater company, truly never buy the subscription from them. My account has been not in use since almost last 12 months, in spite of repeated communication with their support team, they are not deactivating it. They ask me to do it, but I forgot my domain. I tried to recover it and never receive the email from their system. I have almost paid 1900 INR since 12+ months. No resolution of the matter. Finally I am trying to solve the matter by deactivating my card to avoid getting charged from them. They are pathetic company and truly cheater in the day-light. Regards Mrugesh Panchal
Useful, but it really needs to be more dependable
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 0 Reply
It works, but not great as we grew
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... 0 Reply
Seemed fine at first, but now it keeps slowing down
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 0 Reply
Reporting has been frustrating
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. 0 Reply
The knowledge base tools feel harder than they need to be
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 0 Reply
Data migration brought back some old headaches
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 0 Reply
Good product, ridiculous billing process
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. 0 Reply
Freshworks terrible technical support
I spent a lot of time setting up freshsales and freshdesk to test its viability for our company. Then I tried to import data, hit a bug on their end and reported it to support. They apologised and said its at their technical support team, but I never received an update or any further communication. I followed up every day and received the same response: "It is at the technical team, they will be in contact". Never received any feedback or help, my trial ran out, and in hindsight I am glad this happened, because it shows how they operate. be careful when choosing Freshworks.
Freshworks isn’t a bad CRM system
Freshworks isn’t a bad CRM system, but its login procedure and mobile application suck. I do not recommend using them.
