Freshworks Anmeldelser 16

Company: Enum Digital Technology LLC

Product: Freshsales CRM

Experience Period: Feb 28, 2026 – April 18, 2026 (Ongoing)

As a paying enterprise customer, our experience with Freshworks following a catastrophic service outage was professionally negligent and utterly unacceptable. We strongly advise other businesses to reconsider relying on Freshsales, given their lack of resilience and shocking failure in customer accountability.

The Catastrophic Outage and System Failure

The core system failure began around Feb 28, 2026, due to an AWS data center outage in the Middle East region. This single event exposed a critical flaw in Freshworks' infrastructure: they lacked an effective cross-region disaster recovery plan. We were stunned to learn that their redundancy architecture relied solely on multiple Availability Zones within the same region, which all failed, resulting in a near-total collapse of service.

Our Freshsales CRM instance—which stores all customer contacts, leads, deal pipelines, and communication history—was completely inaccessible for nearly 20 days.

Severe Business Impact

The prolonged outage brought our entire sales operation to a standstill. Due to the inaccessibility of the system, we were completely unable to contact potential clients, follow up on active deals, track sales activities, or access critical historical data, causing significant financial and operational damage to our company.

The Disgraceful Post-Outage Experience

While service was eventually restored around March 16 (via a data migration to the EU region), the subsequent handling of compensation and accountability has been appalling:
Inadequate Compensation Offer: After weeks of urgent follow-ups, Freshworks initially offered a maximum of a one-month service credit to compensate for a nearly 20-day, business-halting outage. We repeatedly stated this was "entirely insufficient" and "insulting," as our losses far exceeded the value of a single month's subscription.1
Billing During Downtime: We explicitly instructed the Freshworks team (Kavvya Anand) not to charge our account for the upcoming billing cycle on March 25th, given the massive losses. We were charged anyway, with the justification that automated billing could not be stopped.
Unending Delays and Lack of Response: We were forced to follow up for over a month—sending multiple emails that were ignored for days at a time—to even get an answer on compensation. As of April 18, the promised one-month credit has still not been applied to our account.1
Escalation Required: Only after we threatened a public campaign was the request finally escalated to senior leadership (Pradeep Palanisamy) to seek approval for a revised compensation of six months. This process is now also subject to further indefinite internal delays.1

Final Verdict
Freshworks demonstrated extreme professional negligence by failing to maintain a robust, cross-region disaster recovery solution for a mission-critical system. Compounded by a total failure to provide timely, proactive support, and a refusal to halt automated billing or issue adequate compensation in a timely manner, this entire experience showcases a severe breach of trust. We are now considering formal legal action to recover the significant business losses incurred.

Avoid Freshsales if you value your business continuity and expect basic accountability from your software provider.

Freshdesk has been down for almost a week, and they cannot commit to a timeline to getting it operating again.

Provided them notice to cancel with more than 30 days notice as per our contract.
They billed us anyway and continue to harrass for payment - despite my 5 (yes 5) reminders to them that we cancelled.
They go quiet for weeks, then harrass me again.
How do I make it stop?!

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, would not recommend them

Harassed for months by their newsletter WITHOUT me ever signing up.
If they are unable to verify the authenticity of registrations on their platform, it goes without saying that they are not worthy of a positive review.

Addition to my review:
Apparently, I was not signed up (without verification, I should point out) for a newsletter, but rather for the platform itself.
So now I am receiving reminders that I have to pay a bill.
A reputable platform would not allow this kind of registration. Move on and find a real company that sells something other than hot air.

I used to use the Freshdesk platform but moved to an alternative system. Now they will not leave me alone and I constantly receive calls from Freshworks trying to give me insights or promotional material for their various products. I've asked them to remove me from their contact system, but they keep calling. Not a great company with shady selling tactics.

Don't use them and here's why .
I recently started using freshworks. I've used it for a few months. I then added fresh marketing so that way I can connect my emails and marketing to my CRM. Now there is a learning curve with using their platform and the mobile version is not as good as bigin and visually. Especially with ease of use and simplicity. However, because it has all these bells and whistles and features, I figure. Let me try the marketing aspect. When it came to that and I added it to my platform. I paid for it and my contacts would not synchronize with each other. Customer service was not helpful. Long story short they said that it was hooked to the wrong account so I said I just paid for it. Can you refund me so that way I can add it correctly or can you help me switch it over. They would not switch it over. And then when I asked for a refund they said that they would do a ticket and then they disconnected the chat. Then I had to get back on the chat same thing again. So this happened three times where they just disconnected the chat. Then they sent me an email. It's been over a month and they have not refunded me. And then today I receive an email saying they're going to delete my account because I haven't used it in about 30 days. The same time frame of them not refunding me. However, I have gone about the same amount and they never thought to delete the account. So instead of refunding me my money, they're now threatening to delete my account and all of my contacts, history and information that I've been using. This is very discouraging despite several emails that I have reached out to them for $18 is a small amount of money. However they this is how they do business. No one has reached out to me. If you try to ask them for anything with money they disconnect the chat. Their cancellation policy is terrible. The customer support is not existent. They have a section for sales, marketing and support. This is the software to help you manage that so they should be experts at moving things around and connecting and providing support with clientele. However, my experience has been one and I've never left a review with a software because there's an entrepreneur. I feel like what you put out comes back to you. But this is horrible to see that they will take people's money and not give it back. If anything, they were trying to charge my account again. But I locked it from them charging my account and now they're threatening to delete my account that is on a free plan after - see this is how complicated they are- I canceled from their paid plan of fresh marketing. So I'm on the free plan for fresh sales and was trying to add the paid plan of fresh marketing. And now that I couldn't get help to connect them together so they can work together, they are now threatening to delete all of my information including on the free plan. That is unacceptable. Because of the learning curve I was trying it out on the free plan but now they've lost the whole customer for everything cuz I was planning to integrate all of my stuff here. I have moved elsewhere and I'm paying way more but I'm at least getting what I want. So you do get what you pay for. My final response for all entrepreneurs or anyone trying to manage their business or a business is this Do not use this company.DO NOT, I REPEAT use this to build your infrastructure for your business.

Not only did they get back to me weeks too late, but when they did, at MINIMUM they should have called me.

I’ve had one of the worst customer service experiences with Freshworks. We were on a non-renewing, month-to-month plan, meaning we should be able to cancel at any time. However, when we tried to do just that, Freshworks claimed we needed to provide a 60-day cancellation notice, something we were never informed about.

After multiple back-and-forth emails and confirming with both their legal team and customer service in the U.S., we were assured our account would be deleted on February 28th. Yet, they still attempted to charge our bank account past this date. This is nothing short of fraudulent and feels like an intentional attempt to squeeze money out of customers who want to leave.

On top of that, getting a straight answer from customer support was a nightmare. Responses were slow, vague, and completely dismissive of the issue at hand. It’s clear that Freshworks prioritizes squeezing every last penny out of customers over providing an ethical and transparent service.

I will be reporting them to BBB for their dishonest billing practices. If you’re considering using Freshworks, think twice their shady cancellation policies and lack of accountability are not worth the hassle.

I recently have been helped by the Customer Service in tackling with a problem arose with my account in a very fast and kind way.

Freshping has been great in the sense when I work on my website suddenly I will not be able to access my site, I will be confused if it is my computer's problem or with the hosting server, but now I can open my email to confirm if my site is down.The only problem I personally faced was I get too many downtime emails as my site constantly goes down. Although Freshping has been a great solution to my downtime problem of my site and also should keep in mind that it is free.

freshping makes it easy for us to check our websites! It is super easy to use and comes with enough features to use it as we need it. A bit more integrations would be awesome but the price-performance ratio is great!

FreshWorks offers very useful and problem-solving resolutions.
It also has a free version without any time frame. So we can do thorough testing with the product Before going to a paid version.
I use FreshPing, which is easy to configure and start using it.
It works perfectly for our sever.

Freshping.io has a wide range of tools. The one of the tools I use is, Website uptime monitoring tool.

First things first, it's the best free uptime monitor available. This checks your website EVERY MINUTE and notifies through mail for free if your website is down.

Since the website uptime one of the critical factor in website ranking, every website/blog owner must have to opt for it to know how reliable their hosting provider(s) are.

This tool helped me a lot in changing my bad, glitchy web hosting provider to a good one instead.

Customer Support: Regardless of the free service, users can contact customer support in case of any issue with the product. Support response is fast and polite.

A Big Thanks to Freshping Team !

I'm tracking our site through Freshping and I'm finding the figures always reliable and with a high level of accuracy and alerts.
- Avg. Response time
- Availability
- Apdex
- Downtime
- Longest downtime duration
- Incidents

It's free up to 50 websites, and check interval is only 1 minute. Which is amazing but there's a small problem. There's a lot of false positives. I'm using an Ubuntu 16.04 instance on AWS as my server.

Here's my server stats on AWS's end.
Ubuntu 16.04 (x86_64)
Load Average:3.46
Up time:94 days

94 days and 0 downtime, however Freshpings insists that there are "1 minute" down times, which I visited the website when I received the mails in a few seconds, and it was up.

If "Reliable up time & performance monitoring
Monitor 50 URLs • 1-minute interval • 10 Global locations • 5 Public status pages" is the key point that they say, I'll naturally expect it to work reliably but it doesn't. Enterprise plan offers "Extra false alert protection". I guess that's a selling point.

Anyway, if you'll use the free plan and you expect high accuracy, don't.