Hi everyone,

We've been loyal users of Freshworks for almost 5 years now, using many of their services across the Fresh suite. Until recently, I've had nothing but positive experiences — but that changed with our latest Freshdesk renewal.

Our annual plan for 3 seats renewed recently. A few days after the renewal, we reached out to have the number of seats reduced to 2 since we no longer have 3 service desk staff. To our surprise, the Customer Success Manager informed us that they couldn't assist and cited a 60-day notice period that we were never made aware of.

They pointed to a "renewal reminder" email that was sent exactly 60 days before the renewal date. But if that’s the notice window, sending the reminder on the very last day doesn't leave any practical room for response — especially considering their own reply to us took almost 3 weeks.

This is especially disappointing given how long we've been a customer, and the fact that we’re now effectively wasting money on a seat we can’t use.

It’s hard not to feel like Freshworks is prioritizing revenue over genuinely supporting long-term customers, locking us into paying for something we clearly no longer need.

We've seen similar cases on this forum where exceptions have been made — like this one here: https://community.freshworks.com/how-do-i-11344/ridiculous-renewal-policy-20773?tid=20773&fid=11344 — so we know there's room for flexibility.

We expected better treatment after so many years of using the platform. This situation has left a bad taste and makes us reconsider our continued use of Freshworks.

Has anyone else had similar experiences? How did you get it resolved?

Thanks,