# Page 11 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 11 - Is Freshdesk the right Knowledge Management solution for you? Explore 3408 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 (3408) 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 March 30th, 2026 # Page 11 - Reviews of Freshdesk ## Showing most helpful reviews Showing 251-275 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Vipin G. Co-founder Information Technology and Services Used the software for: 2+ years ### "Freshdesk for Customer Support & Management " September 19, 2021 5.0 Our Overall experience with Freshdesk is above our expectations. As it provides smooth workflow & Process flow as well. Freshdesk provides integrated features such as chat, remote tool, Admin Dashboard Management. Pros We are using Freshdesk for customer support ticket resolution as well as for Live Technical Support. Freshdesk provides a user-friendly dashboard for managing tasks & tickets. It also provides Admin Dashboard where we can manage all the users & their activities & access as well. Freshdesk provides smooth workflow across all of our departments. Cons As far as we are using Freshdesk we have not faced as such any issue with it. It will be good if they can improvise their chat feature a bit. Review Source JS Jeff S. Dir of IT Wholesale Used the software for: 2+ years ### "Robust / Easy / feature rich tool for SMB's and more." July 22, 2021 5.0 Great, have recommended to many peers in different industries. Pros This is the second round with using Fresh Desk and we are rolling it out to departments that never expected to get a great ROI on using this tool. Cons It alsmost has to many features and functions, the OOB version could be a little better set for using without much changes. They need a OOOB solution based on industry / department. Reason for choosing Freshdesk Price for features Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Limited functions Review Source VR Verified Reviewer Digital Marketing & CRM Specialist Computer Software Used the software for: 2+ years ### "Buono in relazione qualità prezzo" February 6, 2023 5.0 Ho iniziato ad utilizzare freshdesk circa 10 anni fa. Devo dire che una volta capito il funzionamento è tutto facile, dipende come il team interno all'azienda te lo customizza, e ovviamente dal tipo di abbonamento che si sceglie. Noi siamo rimasti soddisfatti anche del servizio clt ci rispondono subito e con gentilezza. Pros Freshdesk, è di facile utilizzo, ottimo per un attività di supporto clt. La gestione del tcket è facilissima, ha anche la possibilità di effettuare report così da capire le attività, i tempi etc. Ottime le note interne. Cons Gli incovenienti che non siamo riusciti a creare un flow diretto con il crm ma lo usiamo come tool a parte e dobbiamo ricorrere al copia incolla o al tracking della mail. Reason for choosing Freshdesk Sicuramente si è scelto in base alle funzionalità e al prezzo. Review Source VR Verified Reviewer Customer Service Automation Group Leader Used the software for: 6-12 months ### "Feeling huge potential of Freshdesk, but experiencing quite low speed of advancing " July 2, 2018 4.0 We got convenient for clients Helpdesk portal But still we are upset about lack of customizations and that some features are hardcoded (e.g. translations of Feedback form) Pros 1\. Occasional agents - great feature to keep agents without buying additional places 2. Very convenient multi-language feature 3. LIQUID gives lot of possibilities 4. Gamification features 5. Fully-operational API which is convenient to use 6. Great uptime. For almost 12 months of use - very rare failures 7. Convenient UI both for agents and customers (still lots of room for improvement) 8. Constant improvements and new features (but no sandbox still :( ) 9. Convenient customization of solutions (with multi-language features) 10. Good functionality of Dispatch'r, Supervisors and Observers. But still they are poorer than in SF and for some reason they're divided in separate groups (in SF they're just Workflow rules) Cons 1\. Some interesting features are hardcoded and have no possibility to be re-used (e.g. no "Popular articles" feature. Or we'd like to place Search field to outter resource so we could push customers to Helpdesk portal. But it can't be placed somewehere outside Freshdesk) 2. Having deep experience with Salesforce, we can say that Freshdesk has VERY LOW options of customization. E.g. we can't just limit rights to separate field or hide it for some users (I know there is an application, but it's not native functionality of Freshdesk) 3. Shutting down system (Hotline) and forcing users to move to another solution (throwing out all works done about implementation of Hotline) 4. No clear documentation about establishing integrations (e.g. with telephony service) 5. Day passes - I think it's incovenient that they are not included into subscription plan. Perhaps 10 passes a month or smth like that 6. No possibility to create own report - only use pre-built ones 7. I suppose b2b system should me much more flexible (we have a great example of such approach - Salesforce) Review Source PH Pablo H. ITT Machinery Used the software for: 2+ years ### "Fresh desk in IT department" September 22, 2022 5.0 we have used this software form many years, and it has a great help in the managing and solving of tickets from any issues with the users. Pros it is easy to set up, have multi plataform, with this software we cover all the needs to manage the needs in each area as requirements of upgrades, failures, and replacing hardware. with the dashboard it is easy to know the requirements and status of all the tickets. Cons I think we need to get information in different way it shows, so maybe with a better way to export information to get an analysis of it outside the platform. Reason for choosing Freshdesk it was recommended in many lists of products similar to it. in an overall selection of them it had all what we needed. Review Source Alok S. Self Employed Information Technology and Services Used the software for: 2+ years ### "Far better than the rest!" August 28, 2018 5.0 I have tried and worked with various competing helpdesk software's (both SaaS and Self Hosted), but Freshdesk is simply amazing and outstanding. I was up and running in less than 2-3 minutes. Yes, you heard it right, less than 2-3 minutes. Pros The best part I love about Freshdesk is the super fast - clean, simple, minimalistic and easy-to-use interface. Next what impresses me is the instant help and tips across all the sections in the Admin, making it extremely easy for a layman to get started in less time and without any help and support. Cons Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. I feel there should be an intelligent spam detection algorithm and mechanism which would send the spam tickets right into the Spam folder. Besides, creating and maintaining a common database of spammers would add even more charm to the software. That way, an agent can further manually review the Spam tickets and deal with them accordingly. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years. Such contacts unnecessarily increase the burden of managing contacts and need to be deleted periodically. Instead, Freshdesk should consider creating a special category wherein all the contacts that are marked as spam will be tagged into this category. That way, an agent can get rid of unwanted contacts. Review Source Dharaneesh E. Assistant Manager Food & Beverages Used the software for: 2+ years ### "Fresh Desk CRM Review " July 20, 2022 5.0 Overall i can give an good rating and its worth for money and ease and automation in ticket routing is satisfactory Pros Ticketing Management and ease use interface Cons Yes Instagram is missing in Freshdesk we have social media like Facebook, Twitter and all the networks in Omni channel Freshdesk and Instagram is missing out of it where most of the people nowadays are insta addicts Reason for choosing Freshdesk Overall Cost cutting Review Source VR Verified Reviewer Vendor Manager Retail Used the software for: 2+ years ### "Die Probleme liegen im Detail." October 24, 2023 3.0 Für kleine Unternehmen, gut nutzbar, sobald die Organisation grösser wird, und die Strukturen komplexer, nicht zu empfehlen.Man konzentriert sich auf KI Features, die nicht funktionieren, und vernachlässigt die komplett das Basisprodukt. Pros Anwenderfreundlichkeit ist gut, für die Supportmitarbeiter. Administration und Reporting für grössere Organisation sehr schwach. Cons Freshcaller hat sehr viele Schwächen die sich besonders in grossen Organisationen zu Showstoppern werden können.Wenn Mitarbeiter auf verschiedene LOBs gekillt sind, können mehrere Anrufe gleichzeitig eingehenPriorisieren von LOBs nicht möglich.Reporting inkonsistentDie einfachsten Features, wie z.B. dass ein Mitarbeiter einen anderen anruft, nicht möglich bzw. seid Jahren in Entwicklung.Support, oft ungenügend, und bald nur noch gegen einen Aufpreis wenn man Technischen Ansprechpartner möchte. Review Source Melissa C. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Freshdesk is easier to use and improves customer support" August 4, 2023 4.0 We've seen great results since switching to Freshdesk from the multiple email clients our agents were using before to access our customer care emails. Having all forms of communication—emails, chats, phone conversations, etc.—into a one, user-friendly interface. Pros With Freshdesk, you can easily keep track of client comments and data, making it easier to respond quickly when people need help. Aids in resolving issues in a timely manner by serving as gentle reminders on tickets. Cons There have been many issues throughout the years, and there are instances when we can't even retrieve archived emails that we know we sent. We voiced an issue worth advocating for. They've been helpful in responding, but they still haven't resolved the problem. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It's user-friendly and packed with helpful features. I appreciate how they consolidate communication channels including email, chat, and phone conversations. FD is not as hard or time-consuming to set up as some other CRM solutions. User-friendly! Review Source AV Angel V. Technology Director E-Learning Used the software for: 2+ years ### "Easy to Use, Easy to Setup" November 22, 2019 5.0 Pros My favorite part about this software is the knowledge base. This has helped us immensely on our team. Certain parts of the knowledge base show up based on the company the user is associated with. This allows us to set up public tutorials, internal tutorials for our staff, then another section that just our internal help desk can use. It is also very user-friendly, our students and staff can easily create tickets and we are able to customize the fields for tickets. I don't use a lot of the features with phone and automated ticket assignment, but I can see how this would be useful for a larger organization. I honestly have no complaints and whenever I have a question or issue, support has responded and solved my issue quickly! Cons There was an issue with spam, but this seems to be prominent amongst other companies as well. They have just implemented a resolve with this and I have seen a decline, but it is not completely blocked yet. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk I had experience with Freshdesk as a user with a vendor that I work with. I like the ticketing interface and usability. I set up Freshdesk to try and really liked the options and features. Specifically the knowledge base setup. Switched from [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/) I was unhappy with them and I would talk to customer service and they were less than helpful and did not seem to want to work with me on getting my issues resolved. I switched to Freshdesk immediately out of constant frustration with support and I have never regretted my decision. There is much more flexibility and customization with Freshdesk. Review Source VR Verified Reviewer My best help desk application Government Administration Used the software for: 2+ years ### "My best Help desk application" October 11, 2021 5.0 This is a tool that has helped in increasing productivity of my organization as we get to service our multiple clients with the structured ticketing system. Tracking unresolved issues has also been made easy and this built trust between our clients and our organization. Pros This is our best application in issue management and client support. It has been helpful through its use in resolution of client based issues especially with its social media integration. Fresh desk also has one of the best support team in the market and this I an advantage which sets it above other help desk applications. Cons The ticket management system is not that helpful. While having complaints from multiple customers, it is very difficult to ascertain the actual team member responding to clients and this from my perspective is a major setback. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It has a special feature of network monitoring and this is not present in the zen desk. This is very essential to our organization. Review Source VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Simple to use helpdesk system with loads of features in even the free version" May 6, 2022 4.0 I have used it for many years to log all my tickets and it has worked perfectly well in all that time without all the hassle of running an internal system. Pros I like the simple to use menus that you can quickly complete your tasks by utilising but there is still a lot of power and features just underneath the surface for the more advanced user. The learning curve is not very steep. Cons There are few features missing from the free and entry level versions that would make it shine and there doesn't seem to be a logical reason why these are missing. Selecting dates longer that the default for exporting reports is a bit laborious . I would also like some basic reports in the free or entry level instead of just Excel formats that are based on the 2003 version so has to be encoded to latest and saved so an extra step. Alternatives considered [SherpaDesk](https://www.capterra.com/p/136172/SherpaDesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk It had more features and less learning curve making it easier to implement. The pricing model was also more suited to our business. Review Source VR Verified Reviewer Developer Computer & Network Security Used the software for: 2+ years ### "Simple to start, features grow with plans" December 20, 2021 5.0 We needed customer support system and helpdesk center, both of those were nicely covered with Freshdesk features and allow us to enable additional features if our needs grow. Pros Easy to setup and start using, easy to integrate widgets to existing website or use API to integrate into our systems. Free tier limits are enough to start really using the product and evaluate available features and how much does Freshdesk align with what you need to solve (in our case helpdesk center and customer support ticket management) Cons Some features are locked behind higher tier plans so it's not possible to just try them, but Freshdesk support was happy to allow us to try our full trial even after year of having lower tier plan. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk was more "simple" for us to try, meaning its UI and features were clear to us from start and did integrate nicely with our procedures and communication flow. Review Source Courtney S. System Administrator Information Technology and Services Used the software for: 2+ years ### "Freshdesk helps reduce response times and reminds personnel to follow up on issues" May 28, 2022 4.0 I enjoy the fact that there are distinct tickets for accidents and service requests, which makes it easier to track down problems. Queues and responsibilities may also be customized, and the option to prevent them from seeing other people's stuff is a nice feature. The integrations are fantastic. You won't find this kind of customer service anywhere else. All of our demands have been met and any difficulties or complaints have been immediately remedied. Pros For someone who has never used a help desk before, FreshDesk is a breeze to learn and understand. And I've never had to wait more than a few minutes for a response from FreshDesk's customer care team; they're fantastic. Cons To be honest, I prefer an older-style user interface, but that's just a matter of taste. Other than that, there are certain options that are hidden in tabs that are difficult to find. Switched from [Basecamp](https://www.capterra.com/p/56808/Basecamp/)[Adobe Workfront](https://www.capterra.com/p/268205/Adobe-Workfront/) My experience with both the product and customer service has been excellent. It's a great value for the money. This is a great UI/UX all the way around, making sure that we can get input from numerous sources and link with Jira. Review Source SY Sean Y. Managing Partner Architecture & Planning Used the software for: 2+ years ### "You're on your own" November 23, 2019 2.0 Pros The platform is relatively user friendly and has a sufficient number of features to work well. Cons Service is highly unreliable, and if something significant happens - don't expect Freshdesk to be available to help you. It can take 2-4 days to get a hold of someone EVEN IF YOU ARE FUNCTIONALLY SHUT DOWN. Here was our experience: We had been using Freshdesk for 3-4 years and were relative experts on our plan. We arranged to make a change to our Freshdesk plan to switch to a multi-product platform. We upgraded to a plan costing 7x our current cost per user and requested to speak with a Success Manager to plan to the changes. It took persistence and some time to get on the phone with someone. The person we got has had relatively low product knowledge, but escalated to a very competent product engineer fairly promptly. We confirmed our plan and attempted to implement independently after business hours. We were forced to initiate a backout plan when errors and unpredictable behaviour blocked our completion. Our backout plan partially failed and customers were impacted for 3 days before we were able to get anyone to help us. We heard a myriad of responses via email as to why a phone call was not possible from, "I am not working today" to "I will give you a call next week at your convenience" and "I will have XX get a hold of you to help" - but no call, no chat, no email Q&A -- radio silence. We got the message loud and clear 'you are not that important'. Be warned - if something go wrong, the documentation is very modest and don't necessarily expect help. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Lower cost of entry and good usability allowed us to learn how to incorporate help desk capabilities into our business model without paying high initial fees before value was realized. Review Source AB Alberto B. Freelance Telecommunications Used the software for: 6-12 months ### "Integración de soporte al cliente en empresas medianas." December 5, 2022 4.0 Una gran elección para empresas medianas, tanto por precio como por funcionalidades Pros Una herramienta barata y muy completa. No es perfecta pero cumple de sobra con lo que una empresa pequeña o mediana puede esperar de este tipo de aplicaciones. Opciones como la base de conocimientos y las encuestas personalizadas la convierten en un producto top. Cons La curva de aprendizaje para los operadores no es todo lo rápida que podría ser y al igual que en otras muchas empresas de software, no aprovechan todo el potencial de sus canales de youtube y webs para crear contenido formativo. Reason for choosing Freshdesk Desconozco. No formé parte de esa decisión. Switched from [RealVNC Connect](https://www.capterra.com/p/173752/VNC-Connect/) La empresa donde trabajaba ganó un contrato para instalar y gestionar FreshDesk. Review Source Elisa Q. Marketing Marketing and Advertising Used the software for: 1-2 years ### "Ottimo per l'assistenza" April 14, 2024 5.0 Ottimo Software per "helpdesk" .tutti i ticket monitorati e salvati. Pros Sistema "allerta"/notifica in tempo reale, semplice da usare e funzionale... ottimo software per assistenza ai clienti. Le richieste possono arrivare anche dai social, quindi hai la possibilità di dare al cliente più opzioni Cons nessuno, a volte le notifiche in ritardo. Review Source VR Verified Reviewer Team Manager Food & Beverages Used the software for: 1-2 years ### "Must Use" August 25, 2023 4.0 overall experience was good with Freshdesk easy to handle and user-friendly Pros The ticketing tool is excellent love interface Cons The identifier tool is not that good and needs to improve Alternatives considered [Freshchat](https://www.capterra.com/p/158117/Freshchat/) Reason for choosing Freshdesk Freshdesk is user-friendly and easy to manage Review Source VR Verified Reviewer IT AND Project Manager Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Fresh Desk - Fresh, Fast & Fantastic" December 7, 2023 5.0 our overall experience with Fresh Desk has been excellent. its simple to use, easy to manage, and we have had no complaints. Pros we love how freshdesk allows us to manage and organise our tickets for the day, we can group them, split them, merge them and assign in bulk making workload management amazing! Cons not much is included in the lower tiers you have got to go for the pro one to get the advanced automation parts. Review Source Farrah A. Continuous Improvement Specialist Telecommunications Used the software for: 2+ years ### "Freshworks Freshdesk is simply amazing " February 1, 2022 5.0 Never had an issue and will recommend them always Pros So all freshworks systems are so user friendly and easy for agents to use Cons The integrations can be a bit limited so you need a dev to build custom apps Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Cheaper with the same functions as Zendesk Review Source Muhammad Daud S. IT Manager Financial Services Used the software for: 2+ years ### "Ticketing platform and Support in one place" June 27, 2022 5.0 Freshdesk is a great utility and platform for ticketing, ticket management, and support. We have enhanced our support standards with Freshdesk for local issues within the organization. We have categorized our Dev team to use Zendesk and our IT Team to use Fresh Desk to support more regular issues with staff devices. Pros I have found Freshdesk to be a great platform for our ticketing management and supporting colleagues. I found Freshdesk very helpful in generating support alerts, resolution tools, and quick updates. Keeping logs of all tickets and how they are dealt with improves the Support team's efficiency and analytics on individual performance. Cons I found Freshdesk to receive spam emails and it doesn't filter out automatically. This slows down the individual performance and it takes extra time to remove spam emails and follow up on the actual tickets. There should be improved filters and auto spam automation tool. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshdesk Complex and high cost Review Source Sandrine B. Manager Computer Software Used the software for: 2+ years ### "Freshdesk makes support easier and at a very attractive price" February 22, 2017 5.0 Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly! Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket. Pros We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes. We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service! Cons As we used the Free edition, we don't see any cons. Review Source Suman P. CMO Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Freshdesk helps you manage your customer support with ease" January 14, 2023 5.0 The overall experience has been exceptional.The team is very happy to use it. Their knowledge base and CRM features are very useful. We dont feel that we will shift to any other service in the coming years Pros Freshdesk is a software that we use for a long time and we have been using it for around a year till now. The thing that I like the most about the like most of the software is the flexibility of use ease of use and the ease of which how we can implement it with our systems. The UI and UX also is very user friendly. The customer support is also very reliable, we get response ticket that we raise with in 24 hours. I like their live chat feature the most it helps us connect with our customers at a very good base and real time. We are also able to solve that queries within minutes because of the live chat feature. Cons There are very few things that we dislike about this software.One of the things that they can improve is their role out of new features. There has been nothing new since the last year. Freshdesk is a company that I feel is lagging behind in product development Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk The price was cheaper. They had a longer free trial too Review Source JD Jessica D. Game Programmer Computer Software Used the software for: 1-2 years ### "We use Freshdesk daily to solve customer problems" November 2, 2023 4.0 Easy to pick up and use right away; minimal training required. I appreciate having a centralized location to view, manage, and reply to all of my tickets. It's a benefit if you can combine prepared replies with your own expertise. Pros One of my favorite features of Freshdesk is the simplicity with which work can be assigned and prioritized. In addition, the availability of group filters makes Freshdesk a breeze to utilize with large numbers of groups. In addition, the interface is simple and uncomplicated, so creating tickets and monitoring their progression is a breeze. It's useful for managing tasks in customer service. Small businesses can benefit from using Freshdesk. Cons The cost can add up quickly for organizations of a certain size. It's preferable to develop a desktop application rather than a mobile one; the mobile app's user experience could require some tweaking. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) After using Kustomer for a while, we made the switch to Freshdesk and Freshchat. Every day, we log customer concerns and questions in Freshdesk and respond to emails from customers using the software. We primarily use Freshdesk to report technical difficulties to our clients and to continually follow up on any issues that have been reported. Review Source JM Jade M. Learning and Development Supervisor Information Technology and Services Used the software for: 2+ years ### "Freshdesk has simplified customer service, increased agent productivity, and is cloud-based." November 12, 2022 4.0 It is very efficient, simple, and collaborative. It's difficult to overlook a ticket because notifications are everywhere, and you can also add reminders under To-Do for a specific ticket. It is cloud-based, so our team can work from anywhere. Pros It is simple to create a ticket after a phone call and assigning tickets to support teams takes only a few clicks. It also assigns tickets to agents automatically based on pre-defined rules. The ease of collaborating with other departments when you need their assistance with a specific scenario. Simply add notes, assign tickets to them, and they will be notified. It also made it easier for me to create canned responses and knowledge base articles. Cons We recently set up Service Level Agreement(SLA) policies help us setup and maintain targets for the duration within which our teams respond and resolve tickets. I had to had to add them one by one manually as you can't do bulk entries. Took me awhile. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It has more features and meets our company's requirements. We actually upgraded to the most expensive plan (Omnichannel), and it has been fantastic! Review Source Talk to a Capterra advisor for free and get results within 15 minutes.