Review Time
Our outgoing mail has been blocked for a week. We submitted a ticket, but after four days, an agent took no action and marked it as "solved." We're still waiting for the service to provide a resolution, which is quite ironic for a customer support platform to have such inadequate service.
Tried to downgrade my account, but you can't do it yourself. Now I'm waiting for them to do it since June, and I'm also waiting for refunds because they charge me over €300 too much every month. Very unprofessional.
Moving from Zendesk to Freshdesk was, without a doubt, a mistake — a decision that promised simplicity but delivered frustration in disguise. The system itself is not inherently bad; it has potential, a decent skeleton. But the service — oh, the service — is among the worst I have ever encountered.Because I’m based in Argentina, I was forced to onboard through ZenLatam, and what followed was nothing short of torture. Every minor step — every simple adjustment, every question, every little thing — turned into an endless loop of emails stretching across weeks. Time seemed to dissolve into an abyss of waiting, as if progress were something forbidden.What is cheap comes with a cost — and in this case, the currency was patience, energy, and sanity. The experience has been a slow and steady erosion of enthusiasm. What should have been a smooth transition became a poetic tragedy of inefficiency — a reminder that sometimes, saving money means paying with your soul.
I am very disappointed that you have not read these reviews before now.I said yes to your service packages because they promised me a whole lot of things.And then it turns out that it doesn’t work.Your sales team sent me a lot of material about what your fancy chat could do and how easy it was to manage with automatic intelligence – that customers could automatically get information about their orders and tracking, and that it would go straight into the chat.But everything she sent me was not true.I spent an entire day with two developers trying to make it work.We wrote to your support, just like she told us to.They didn’t respond with anything useful.They just sent me some links to their FAQ.And what did we find out?We found out that the integration cannot be done.When I finally got hold of one of your support agents, I was told that this is not something you can do.It is not integrated in your system.It is something I have to build myself.So what you are doing is selling me a car, promising me a fast, fancy Ferrari.But when I have paid, you just send me some keys – and then I have to build the car myself.Because you can’t do anything.Your salespeople lie.And they prefer to call you rather than write.Because when it’s written, they are accountable for what they said.But now I have everything in writing – because I refuse to talk to them when they just speak that rice-and-curry Indian-English that no one can understand unless they are Indian themselves.It’s like listening to a bad stand-up show.I would not recommend anyone to use this system.It has cost me hours.It has cost me money for developers.And in the end, it’s just like opening up, pulling your pants down – and taking a big one.
Customer since they were small outfit, for more than 5 years, paid more than $2k a year, I had to shutdown my business - they started bugging me everywhere, including my personal phone, several times a day to pay my invoices for the NEXT several months, even though I was on month by month subscription. NEVER again.
I purchased the Swift Performance plugin but was not satisfied and requested a refund on August 22 in line with their refund policy. Since then, I have sent multiple follow-up emails and support tickets through Freshdesk – but I have received absolutely no response and no refund.This level of silence and neglect from a company that sells a premium product is unacceptable and highly unprofessional. Good customer service means standing by your refund policy and communicating with customers – neither of which has happened here.I strongly urge others to think twice before purchasing, because if you ever need a refund or real support, you might face the same frustrating experience I am dealing with.
Rubbish.Signed up, got the free trial, and was automatically added to the top plan. I added contact form widget to my shopify website and it looked good. I then downgraded the plan to the Growth plan and the widget stopped working, which was strange because there was no mention of this being a limitation of the plan. I tried it on the next plan up, the "pro" plan, and it worked. However the pro plan is another $40 extra per month, which is way overkill for my needs. So I messaged the support, and they can't solve it, so they escalate it to a ticket, and 6 days later I get a stupid question in an email which has no relevance to the issue, and my trial has expired so I can't even test it now.If this is how they treat customers on a trial period, when they're meant to be impressing you, then how do they treat paying customers?They want to charge premium prices for what is essentially a glorified forum software, they better have decent customer service, and their software better work - otherwise, what do they have left?Just useless and will be looking elsewhere.
I tried to cancel my Freshworks subscription on July 7th, well before my next billing date, only to be told they require 60 days’ notice – something not clearly explained upfront and buried deep in their terms.Support just pointed me to legal fine print and refused to help, even though it’s obvious I won’t be using the service anymore. Now they’re forcing me to pay for an extra month I didn’t agree to.Feels like a deliberate trap to squeeze more money out of customers, rather than a fair or ethical policy. Really disappointed – I expected better from a company like this.
I asked for details to be sent via email, but after four calls, the email was only sent later—revealing an account issue. The delay worsened because the main contact was on prolonged leave. Respecting communication preferences could have resolved this much faster.
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Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community. Freshdesk has a customer base of over 150,000 customers across different verticals.
