# Page 100 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 100 - Is Freshdesk the right Knowledge Management solution for you? Explore 3416 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/124981/Freshdesk/reviews --- Freshdesk 4.5 (3416) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 14th, 2026 # Page 100 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2476-2500 of 3416 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use mP miguel P. engineer Marketing and Advertising Used the software for: Less than 6 months ### "FreshDesk Get's the Job Done" September 20, 2018 4.0 FreshDesk was very similar to ZenDesk so the learning curve was pretty easy. I wish their documentation would be a little better but I think with time that piece will improve Pros FreshDesk had this migration tool from ZenDesk to FreshDesk. That was a great feature that saved us not only time but money when transition over. FreshDesk customer support is super helpful and always online ready to assists when needed. The admin menu was easy to navigate and not overwhelming. We have used to tools in the pass where the admin menu is very overwhelming and confusing which intimidates the end user. This was quite the opposite that it allows the user to explore all the rich features FreshDesk has to offer Cons FreshDesk documentation is lacking compare to it's competitors. One of my task was to integrate our web app to FreshDesk using FreshDesk sso process. I had to hunt 3 different articles to fully get an end to end picture of what needs to happen for sso to work correctly. Compare to ZenDesk that only had one article which described step by step of what needs to occur. The other thing was ZenDesk documentation had clear instructions if something went wrong. Review Source VR Verified Reviewer Customer Support Specialist Computer Hardware Used the software for: Less than 6 months ### "FreshDesk Review" June 24, 2019 4.0 I use it for work, so far so good Pros The support seems to try resolving issues as soon as they can. Cons Really reliant on the Admin, even when debugging so it makes it a bit hard if you're not the Admin account. Review Source JP Jordan P. Managing Member Medical Practice Used the software for: 1-2 years ### "Excellent Support Platform For Our Clients" May 10, 2018 5.0 Pros Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness. Cons Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied! Review Source MG Michael G. It Engineer Information Technology and Services Used the software for: 6-12 months ### "Great software for beginners " November 30, 2018 4.0 Pros The software is very easy to learn. You can be up and running within about an hour or two. Great for smaller to medium sized shops. Cons The feature is lacking in some features if your not willing to buy the most expensive product plan. Review Source VR Verified Reviewer Co- Founder/CEO Hospitality Used the software for: Less than 6 months ### "Great Customer Support Product" November 26, 2018 5.0 Excellent support responsiveness when submitting ticket for assistance. Pros Well designed and flexible product for managing a customer support operation. Cons email notification configuration could be more user-friendly. Review Source IM Ian M. Support Magician Computer Software Used the software for: 1-2 years ### "Long term, very happy user" February 2, 2016 4.0 Pros The biggest thing I've seen from Freshdesk is clear, measurable improvements. I've been using the product with different companies for nearly 2 years. When I first started using it, it did the job adequately. Now it does its job very well, and does a few other jobs pretty good too. Cons It's little things that tend to cause issues in the system. Knowledge Base article editing becoming locked because someone tried to edit it once 3 months ago, and the article's still stuck in "edit" mode stuff like that. That and the support. It's not... great, to be honest. Which I find very ironic. Slow to respond in general, and not always able to quickly resolve. Review Source JH Jonathan H. ICT and Operations assistant Used the software for: 6-12 months ### "Freshdesk has been excellent its helped us keep more control over incoming issues" July 26, 2018 5.0 It's easy to organize tickets through easy to use filtering and sorting tools Pros It's pretty easy to use, it allows our users to keep check of their open tickets as well. In general freshdesk has improved our team's performance. Cons On of the things that we miss from our old system was the ability to add a checklist onto a ticket. We had a number of checklists for setting up users or PCs. We have started using FAQ's in the place of this however Review Source JG Julien G. Engineer Computer Software Used the software for: 2+ years ### "Fresh and modern but a free software" September 7, 2018 4.0 Pros The JSON API is very useful to automate some tasks and the team provides some examples on Github (I'd prefer them to put the source code elsewhere as I hate Microsoft products including Windows which I'm forced to use at work). Cons The HTML editor is a bit clunky and buggy. I have to enter my password twice on two different pages to login if I use the previous login page. Its source code isn't fully available under GPL, I can't host it on a server of my choice. Review Source sL suresh L. Project Manager Medical Practice Used the software for: 6-12 months ### "Best Support software for Company Development" October 16, 2018 4.0 Pros Easy use, easy to customize, More options for customer support development and good solution provider Cons No major cons in this software package and support. It is more useful for the grown company. But for startup the price is high. Review Source VR Verified Reviewer Founder Used the software for: 2+ years ### "Best customer support tool" October 25, 2017 5.0 Pros I like how much automation it supports as well as how much you can customize the emails sent to clients. Cons I dislike how confusing the settings are. I have had to ask for support multiple times and while they were able to help me, I would prefer to avoid needing support. Review Source AL Adam L. Customer Service Used the software for: 1-2 years ### "It was good and quick!" July 16, 2018 4.0 Pros It was very good and quick to use, the staff that helped me out was very good and even returned to me when the issue was fixed, very good service! Cons Nothing much, I really enjoyed the service and the issue was fixed very quick so I really don't have anything bad to say Review Source Mark F. Research Program Senior Associate Financial Services Used the software for: 1-2 years ### "Useful system for managing IT tickets" June 6, 2022 5.0 Pros I like how it's easy to make requests and file IT tickets on the platform, as well as how it easy is to follow up on certain tickets. Cons There are certain presets on the platform that seem to automatically mark certain requests as low-priority... which is not accurate. Review Source NA Nicholas A. Client Services Computer Software Used the software for: 6-12 months ### "Great features, excellent customer support, and easy to use!" June 1, 2015 5.0 Pros I had to find customer support software for our company and looked closely at 5 different products. What I liked about FreshDesk the most was everything. To start they had the most responsive team who answered all of our questions. Second, the product really had all of the features we were looking for - knowledge base, reports, easy to use ticketing process, customer satisfaction surveys etc. Also, where other vendors charged a high price for each feature, many if not all of the features we needed were included in the standard price for FreshDesk. From all of these, what I like the most is how FreshDesk is very easy to use for my team and for our clients. Cons What I would like to see is a few more built in reports. But we are happy how we can export data and create additional reports if necessary. Review Source AH Andrew H. Used the software for: ### "" July 8, 2013 4.0 We are a small bootstrapped start-up based in Australia. We offer a sales focused CRM solution called www.saleslifecycle.com. The need for a helpdesk solution has been growing, and we also want to provide a better experience for our users with searchable documentation aka 'Knowledge Database'. We signed up for Freshdesk's Free Account (downgraded from the normal trial). What we \*liked\* about Freshdesk - we had an issue signing up and got great support without delay. Creating new articles for the knowledge base was very easy and a good experience. The feedback widget built in support for screenshot. There's a data export available on free plan. You can Bcc or Cc someone on a support ticket. Solutions are suggested to agents when answering tickets. What we \*didn't like\* about Freshdesk - you can upload images but can never delete them nor organize with folders. Users can't comment on knowledge base articles. The look and feel of the public site is a bit blah out of the box. Review Source MSS Mohammed Salim S. Business Information Manager Entertainment Used the software for: Less than 6 months ### "Excellent Software" December 17, 2019 5.0 We have customer service facing portal for FreshDesk to resolve issues and customer complaints. So far it's in initial stages and we are still evaluating progress and success. Pros Lot of options and ease of deployment. Good Customer Support from FreshDesk to help setup the software. Cons Various versions of the software. Need to have requirements clear before proceeding with license procurement. Alternatives considered [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Reason for choosing Freshdesk More flexibility and options. Review Source ADM Alexis Dong M. Product Support Analyst Information Technology and Services Used the software for: Less than 6 months ### "Beautiful, Intuitive and User Friendly" July 23, 2021 5.0 This ticketing is effective and user friendly in comparison to what I've used before. Pros Ticketing System Management is easy to use and the rich text editor is nice to have, you can even paste pictures. Cons Maybe, linking if KB articles to a support ticket itself could be implemented Review Source Kenneth S. IT Manager Law Practice Used the software for: I used a free trial ### "A God among mere men " November 7, 2018 5.0 title should say it all it was fantastic I got what I needed when I needed it Pros quick, polite, efficient knowledgeable Cons none during my support issues set up a remote session and knocked it out of the park Review Source LC Lavanya C. Customer Success Manager Information Technology and Services Used the software for: 6-12 months ### "Good editor that keep articles well organized" February 16, 2018 3.0 Pros The editor automatically saves the documents and the way the docs can be organized is really appreciable. The help videos are really helpful. Cons The editor can be better with a bit more advanced functionalities. It'd be even better if there was an option to include nested numbering while creating lists. It is difficult to create discontinued list. Also, there is no syntax highlighting in the html code editor mode. Review Source EM Ebona M. CSM Used the software for: 6-12 months ### "Quite Intuitive, and user-friendly" April 6, 2018 5.0 Pros I started using this when we had a lack of support members, and this definitely made answering questions, tracking satisfaction, and creating canned messages very easy. Little to no training is needed on how to use the platform, especially since its latest update to the UI. Cons I can't seem to take a bulk action on tickets without leaving a response. I wish I could add a note and do a bulk close of several tickets. Review Source IA Inbal A. IT lead Wireless Used the software for: 2+ years ### "I love the system" October 25, 2018 5.0 Pros Simple to use, dosenot take long time to lern to Use it Cons I dont like the new look, I love the system as is Review Source Andrew G. Teacher Education Management Used the software for: 1-2 years ### "FreshDesk" April 11, 2019 5.0 Overall we use FreshDesk for all IT or Maintenance issues that arise around the workplace. Everything has been very streamlined and easy to do for all users. Pros FreshDesk is an easy to to submit and monitor different maintenance or IT tickets. The platform allows you to specify what it is for so that way the admin can easily sort them. Cons There are no cons I have encountered using this program. It is very efficient. Review Source kV kristof V. IT Architect Information Technology and Services Used the software for: 1-2 years ### "Freshdesk" June 20, 2019 5.0 Pros \- Easy to setup -Easy to administrate / use Cons No real problems so far. Review Source JS Jimmy S. Product Manager Used the software for: 6-12 months ### "Clean, and easy to use. " July 6, 2018 4.0 Pros You can easily put together teams for products with different managers. The flow and is easy to see and operate. Cons The upgraded mint does not integrate with GitHub issues, YET. Once this is complete I will likely change my GUI to the updated version. Also I am red/green colorblind, like the rest of the 20% of men, so the low contrast in color requires me to search a little harder, but this is normal for me. Review Source MH Matias H. Complaint Manager Medical Devices Used the software for: 6-12 months ### "Freshdesk, fresh start part2" November 27, 2018 4.0 It's just great, the workflow in our time is easy and the feedback from the customers only positive, as the control of the tickets has improved a lot compared to the Outlook only system we had before. Pros Easy to implement and easy to use - nearly no training required. Cons Export function in Excel fails in usability - date range is always reset as well the format is always CSV as default. The own mail server should be configurable also for other plans then Forest. Review Source DF Dana F. Technical Support Computer Software Used the software for: Less than 6 months ### "Great integration!" July 17, 2019 4.0 Overall I think Freshdesk is a very straight-forward and complete product for online costumer service, and I'm certain it will keep growing and improving. Pros I like that it integrates with other services that are relevant today, like Twitter and Facebook. Cons I think there are quite basic features missing in parts of the system. For example - when going to the admin panel and inside the Canned Responses (in order to edit an existing response) there is no option no search for a specific response. You must search for it manually and go inside each folder, if you can't remember exactly where you created it. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.