# Page 12 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 12 - 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 12 - Reviews of Freshdesk ## Showing most helpful reviews Showing 276-300 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MN Matthew N. Senior Software Developer Information Technology and Services Used the software for: 2+ years ### "Great customer support service" May 4, 2023 5.0 I used Freshdesk for years as a customer support tool as well as a ticketing system for bugs and new work. It worked really well for all tasks. I also created a connection to PagerDuty using the hooks. Pros I love the UI for freshdesk, it was very easy to use for technical and non-technical people. I really liked how customizable it is, we used different types of tickets for different users and was able to customize them to work for everyone. I also liked that you can integrate it with other services like slack and pagerduty Cons Its hard to find something I do not like about Freshdesk. I guess one thing would be the ability to share files easier would be nice. Alternatives considered [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Reason for choosing Freshdesk I believe price was the final decision Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Decision was made by client Review Source Amanda G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Freshdesk makes it easy to organize tickets and support" August 16, 2023 4.0 Managing tickets and monitoring past communications with customers is a breeze using Freshdesk. Fewer complaints regarding delayed responses and forgotten tickets have been received after launching Freshdesk. Pros Keeping a record of customer concerns and questions. Aid us in conducting an audit of our customer service and service level agreements so that we may enhance both. We're able to respond to consumer concerns more quickly and effectively because to Freshdesk's ticket management features. Cons Being able to send messages using someone else's email address.My ability to use the email addresses of other people should be restricted.I can no longer conduct a search in the premade responses section and must instead proceed to the next page. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) In order to keep track of all open tickets and their current status, as well as to resolve them, we use Freshdesk. It's simple to reassign tasks within a team or between groups. Review Source TK Ted K. Support Specialist Consumer Services Used the software for: 2+ years ### "Best CRM out there" August 24, 2023 5.0 Freshdeks is helping us keep our customers happy by providing a platform to address their concerns and issues and resolve them. It is making our business grow. Pros The Omni channel features are the best. Freshcaller, Freshchat and Freshdesk in one place is a powerfull combination. It was very easy to integrate. User interface is simple and focused. Cons I would like to see integrations with AI tools such as Vonage AI and ChatGPT Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk has more features and it is cheaper Review Source VR Verified Reviewer President Information Technology and Services Used the software for: 2+ years ### "Great IT Ticket System" April 22, 2024 5.0 Pros We have been using Freshdesk for years and a very satisfied with how it works and its API functionality with other platforms. Cons There are a couple of automations we would love to use but they simply do not exist in the platform. Review Source Aaron D. CEO Computer Software Used the software for: 1-2 years ### "For a product that claims to be a market leader in the space, I am seriously underwhelmed" July 20, 2021 2.0 My overall experience with freshdesk is that I am, frustrated with the level of service and the flexibility of the product. Pros I do like the helpdesk feature. It is relatively easy to use, but so constrained in so many ways. It was easy to set up too, but the modern consumer expects nothing else. Cons Even simple requests like adding a new priority level to your tickets can not be done. Currently, they have 'Low, Medium, High, Urgent' and you as an admin can not edit this list. Another thing I wanted to do was if the ticket met certain criteria to push it to gitlab, I tried to do this with the native integration and with their zapier integration. In both situations you can only chose to send all tickets to gitlab, which makes no sense. Worst of all, the UX in their ticketing system has caused miscommunication with clients on several occations. You can raise this with freshdesk support, but as a business they are too big to care, your requests go nowhere. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Better reviews (at the time at least) for Freshdesk Review Source SG Sarah G. Systems Analyst Education Management Used the software for: 2+ years ### "Great Management Product" May 5, 2022 5.0 We use Freshdesk daily. The platforms and other services we use with our educational site all use Freshdesk for their support ticket system. It ensures we have a great product as so many high powered companies trust and use the same platform. Pros Sorts, charing, collaborating, using knowledgebase to help share solutions, ease of communication between the ticket submitter and IT Technician, all are easily done in Freshdesk. Cons I dislike that Google Calendar does not sync with the platform. We can set up tasks or projects and instead of having to log in we can check our calendar as we go through the day. Review Source Sarah H. System Administrator Information Technology and Services Used the software for: 2+ years ### "Useful as a help desk/support system" February 6, 2023 4.0 You can always find someone to help you out. Each customer is assigned a Point of Contact (POC), and regular checks are performed. Their dedication to their customers is impressive. This is an item I would endorse. Pros Freshdesk is a fantastic SLA monitoring solution and communication tracking tool for clients. Possessing the capacity to combine the many means of contact utilized by customers. Included in this are the various Dashboards and SLA monitoring features. Cons I'm attempting to establish a framework for our company's potential future requirements. The email system is still being used for all of my inquiries. This is what I turn to when I need a fix, and I haven't really had a use for constructive criticism up until now. Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Writing user guides is one of my primary uses for this product, and the tools I use to do it are open source. It's simple to learn and use, and quick to get up and running and modify. The incorporation of screenshots is simple. Review Source MG Manokar G. Senior Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Better Support, Better Customer Engagement" May 8, 2023 4.0 We've been using freshdesk for almost 1 year and setup is seamless and it helped us to reduce the issues happening in our production from the day one. Lots of freshdesk tools like Freshdesk Component helped in engaging with the users creating issues right from our software. Pros Freshdesk has lots of simpler to use tools to manage, create, track the incidents, issues, queries happening in our production systems. Cons Pricing is high for the agent bots which might have an option to have a credit that might help us to use it as pay as go model instead of monthly payments. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing, customer support, features. Review Source MoR Martin oswaldo R. Soporte técnico Information Technology and Services Used the software for: 6-12 months ### "Fácil gestión de tickets" May 27, 2023 5.0 Muchas ventajas con el manejo y seguimiento de tickets, me gusta la opción de poder buscar por palabras o numeros Pros Poder gestionar los tickets y sacar un reporte de información es lo más importante, ya que hacemos evaluaciones mensuales para ver la cantidad de trabajo que se ha generado Cons En realidad no hay una característica que no haya funcionado correctamente de momento, talvez las notificaciones podrían ser un popup en medio de la pantalla y que al darle click te envié al ticket, no solo actualizar el listadi Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing Freshdesk El manejo de tickets y asignación tanto a agentes como empresas y su seguimiento es bastante sencillo. Review Source Josemaria G. Vice Director for External Affairs E-Learning Used the software for: 6-12 months ### "Fresh as its name suggests" April 8, 2019 5.0 Fresh, intuitive, and a must-have tool for any helpdesk team. Freshdesk has helped improve helpdesk staff productivity, efficiency, as well as customer and top-level satisfaction. Pros Freshdesk gives us a fresh take on getting helpdesk support and updates. First of all, I love the fresh look and user interface. It is friendly and easy to create tickets and revisit the portal to get status updates. It acts as a centralized hub for our support team in terms of collating all helpdesk items from multiple channels like email, voice calls, chat, etc. It is also easy to see who is assigned/acting on a ticket in order to avoid two staff working on the same ticket (too many cooks spoil the broth). Canned responses is also great since it saves us time from re-composing the same incident resolution for recurring problems (like the common concern of password reset, network/account access..etc). Another thing is the reporting power of Freshdesk. We can churn out the performance levels of each helpdesk staff, even for the whole department. We can also generate reports to see the most frequent person/departments who request a lot of support, or which incidents turn out to be problems and for possible root cause analysis and resolution. One more thing, is the all-important Service Level Management (SLA) which can be set up and managed well from within Freshdesk. SLA Performance reports can be easily downloaded and intuitive enough to be used for future IT strategy and planning. Cons The notifications can be a powerful tool for reminding the staff or triggering an action, however, Freshdesk can sometimes tend to flood the staff with all these notifications for example if a person is assigned a ticket and is also part of a group, the email sends at least twice. We'll have to look into how the setup for notifications can be more optimized. Review Source SM Sonia M. Asst Manager Apparel & Fashion Used the software for: 2+ years ### "User friendly interface" August 8, 2023 5.0 Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was good. Pros Cloud-based customer service softwareUser friendlycan use the same interface for calls, chats and emailsThe report is very preciseSupport available via chat SSL encryption available Cons You need to set rules to get the reports which is complex and confusingThe dashboard is good but needs to have a little changeFacebook comments does not land into chats Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Zendesk was quiet expensive Switched from [Live Agent](https://www.capterra.com/p/274831/Live-Agent/) Not compactable with Facebook and Instagram Review Source BD Beatriz D. Ing. de Soporte Técnico Telecommunications Used the software for: 1-2 years ### "FreshDesk en el entorno profesional" May 17, 2023 5.0 Si recomiendo el uso de la herramienta, tanto los clientes como los empleados quedarán muy satisfechos con el uso, brindándoles un mejor panorama del trabajo diario. Si es necesario que actualicen la parte de reportes, eso si su costo es alto, de momento no conozco otra herramienta que se asemeje. Pros Es un producto muy práctico e intuitivo lo que más me gusta en comparación de otra herramientas es que es similar a un correo, pero en este caso configurado con métricas para detectar el status de cada caso en particular. Cada vez se va integrando a las nuevas tecnologías lo que le da un plus. Cons FreshDesk ya cuenta con reportes los cuáles son muy importantes, más sin embargo si requieren de mejoras para que sean más fáciles e intuitivos, ya que actualmente los datos no son fiables y debemos descargar el reporte en Excel. Al mejorar esta parte le agregaría mucho valor a la herramienta. Review Source Saad H. Sr. Team Manager Food & Beverages Used the software for: 2+ years ### "Freshdesk is really worth" August 8, 2023 5.0 Pros The reportings and the analytics are a plus on top of the ease for advisors. Plus their support is awesome. Cons Integrations with TP tools or websites is weak compared to other CRM's Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The ease and features Review Source MF Mahmoud F. Associate Payments Banking Used the software for: 2+ years ### "Distributing tickets rapidly improves customer service and reduces response time." December 14, 2022 5.0 Freshdesk has enabled us to manage customer tickets in a distinctive way, and this has helped us improve the speed of response and also to not leave any outstanding tickets within the records, in addition to that it helped a lot by improving quality control tools as well as measuring customer satisfaction. Pros I greatly appreciate that, with Freshdesk, we are able to provide a special control panel for each member of the team, through which he can access all data and information related to customer inquiries and requests, as there are sufficient capabilities to answer tickets, talk to colleagues, and ask questions to customers to solve their problems. I love the fact that Freshdesk enables us to allow our customers to track their orders at every stage, as Freshdesk's automation allows us to assign an autoresponder to respond to customers, direct them, provide a ticket reference number for follow-up, and also gives us a complete list of customer inquiries. Freshdesk also helps us improve our response services by analyzing response speed and customer satisfaction. Cons Freshdesk needs more improvements in terms of automating all the functions to get the perfect control of the service bot better. Review Source Imran H. Team Coordinator Information Technology and Services Used the software for: 6-12 months ### "A Comprehensive and Intuitive Help Desk Solution" March 18, 2023 5.0 Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution. Pros Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics Cons Limited flexibility for creating custom reportsSome features are only available in higher-priced plans Alternatives considered [HappyFox Chatbot](https://www.capterra.com/p/201972/HappyFox-Chatbot/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switched to Freshdesk from Zoho Desk for its more intuitive interface, better automation capabilities, and wider range of integrations. Freshdesk allowed us to save time and provide better service to our customers, and its integrations helped streamline our operations. Overall, Freshdesk has been a more comprehensive and flexible help desk solution for our organization. Review Source Jose J G. CTO Market Research Used the software for: 6-12 months ### "Great Support and Customer Experience System" October 29, 2022 5.0 So far, we had a great experience using Freshdesk for our clients' incidents and support requests. Pros The thing that we like the most in Freshdesk, is the extensive and customizable options to manage client tickets, incidents, and synchronization with Freshsales. Cons The onboarding required that Freshdesk support team setup many features related to our new accounts. It took a couple of days before we could use Freshdesk in full. I believe the onboarding process could be simple. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk Freshworks and Freshdesk customer support. I feel confident with Freshdesk support team. Review Source VR Verified Reviewer Problem Setter Information Services Used the software for: 6-12 months ### "Freshdesk: The Affordable and Effective Customer Support Solution" April 28, 2023 5.0 I have been using Freshdesk to solve various business problems, including improving customer support, increasing efficiency in managing customer tickets, and streamlining communication with customers.Since implementing Freshdesk, I have realized several benefits, such as improved response times to customer inquiries, more efficient ticket management, better collaboration among team members, and increased customer satisfaction. The software's automation and reporting features have also helped us identify areas for improvement and make data-driven decisions to enhance our customer support processes. Pros I found the most impactful features of Freshdesk to be its intuitive interface and automation capabilities. The product was easy to use and allowed for seamless integration with our existing business processes. The automation features, in particular, allowed for more efficient handling of customer inquiries and helped to streamline our support operations. Overall, I found Freshdesk to be a valuable addition to our customer support toolkit. Cons I have found that there are some features missing in Freshdesk that could be improved. For example, I wish there was a better way to categorize and organize tickets. I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need. However, integration with our existing business processes was not difficult and we were able to set it up with minimal disruption to our workflow. Review Source AC Admire C. IT Technician Marketing and Advertising Used the software for: 2+ years ### "Freshdesk is the tool for Help desk support management" August 21, 2023 5.0 We love Freshdesk as it has made Helpdesk support seamless for us. It has made our department efficient and professional Pros The product is easy to use and setup. I particularly like how it keeps me updated on tasks and sends reminders about tasks to be done. I am able to review how long we are taking to resolve issues for clients which is a reflection on quality customer service. We especially like the searchability of the Soultions centre which we use for documentation and as a wiki Cons We had issues integrating with Monday.comSometimes it has delays on the mobile app Review Source RF Robert F. Technology Project Manager Education Management Used the software for: 2+ years ### "A Fresh Approach to Ticketing" May 20, 2019 5.0 FreshDesk is a great ticketing system. We use FreshDesk to support all the schools in our school district. Integration with Google (SSO, profile info, etc) works wonderfully. Knowledge base Articles are great. If we had to do it all over again, we would pick FreshDesk again. Our users love FreshDesk, they often comment how easy it is to place a ticket. Pros Modern, Elegant, Google Integrated, Nice iOS & Android Apps, Intuitive. Lots of useful features. (Merging tickets, Splitting tickets, Tags for tickets, KB Articles, Teams, Chat, etc) Nifty videos even at the end of the year. Service up-time is great (I don't think we've ever noticed an outage). Knowledge base Articles are great. Cons Plans & pricing are a bit annoying. You have to pick from useful features or unnecessary cost for things that should be included without an up charge to a higher plan. Sales, Support, Development, Billing, basically EVERYTHING, is in India, which isn't by itself bad, and for Freshdesk's part, it's much better than most India based support... But, if you open a ticket about billing, it can be months (literally months) before your issue is resolved. There are some design flaws with the product, and while you're told changes will be considered, they seldom are - FreshDesk has their own agenda, and your feedback isn't all that important in the development. It would be nice to see the company track, implement, and report back when feedback is actually taken, and this would be nice if it was done in a timely manner, but that doesn't happen. Some features are a bit confusing to set up and have silly names (Observer & Dispatcher) -- an outside has no idea what those features do, and even after using FreshDesk for a years, it's still a bit opaque. The concept of ticket fields vs user fields can be a bit annoying. There are little refinements that are lacking (email alerts that are not as good as they should be, etc). Review Source Sven H. CEO & Founder Telecommunications Used the software for: 1-2 years ### "Not so happy with Freshdesk" July 18, 2021 2.0 Not very happy, planning to discontinue and switch to another system. Pros Easy to get started. Many features and functions. Easy to set up automations. Cons Crappy integration with Freshcaller, confusing for agents. Freshcaller in general seems to be very immature. IVR is overcomplicated to setup and maintain, bringing our own numer via external carrier took months to get working despite this being an offered product ('BYOC') Very limited options for sorting tickets, eg vs SLA deadlines etc. Immature user interface for agents (eg vs zendesk) Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Salesfoce too expensive and time consuming to get started. Zendesk, coz wanted to try something new. Review Source VR Verified Reviewer Customer Support Representative Consumer Services Used the software for: 2+ years ### "Amazing Helpdesk! " September 21, 2023 5.0 We are able to look at emails from our customers and respond in a timely manner. We have been able to localize all our communication with customers as we can use chat, calls and emails all under one application. Pros 1\. It is easy to learn the interface.2. It has customization in terms of themes and notification sounds.3. The tagging feature works wonders when handling tickets. 4. You can easily add agents to the helpdesk.5. Creating an account is easy. Cons 1\. It lacks some features compared to some other helpdesks.2. Limited options for customizing the interface and features.3. Reason for choosing Freshdesk We use both for different teams at the company. Review Source SC Santiago C. Operations Analyst Computer Software Used the software for: 1-2 years ### "Freshdesk Review" August 21, 2023 4.0 I think Freshdesk is great if you're looking for a low-cost platform for customer service, it solved our issue with redirecting clients to a specific rep for better support. But, when it comes to integrations, I think they have a lot to improve on. Pros Ticket management and workflows are two feature that I liked the most about Freshdesk. It's easy to build custom flows with certain ticket characteristics to redirect tickets to certain reps, depending on their product knowledge and skills. Cons I think its integration with other apps/platforms is something that Freshdesk can improve on. I use Salesforce on a daily basis and was hoping to integrate Freshdesk with it, but the integration is not the most efficient. Also, not all tickets were syncing to Salesforce, so I had to look up customers manually through Freshdesk to view historic data. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Mainly price, also, some people within our company had some past experience using Freshdesk and recommended it. Review Source Abdelati L. Treasury Accounting Used the software for: 1-2 years ### "High quality in providing solutions and often inexpensive." August 25, 2023 5.0 A program that helps you to prepare multiple bases and is not expensive for money, as you can create several modern models using its distinctive features Pros It is an inexpensive program and helps to provide solutions across several websites and their supporters. Cons It is not expensive to upgrade, and it contains several distinct tools and is easy to use than others Review Source LW Lucy W. Manager of Customer Excellence E-Learning Used the software for: 6-12 months ### "Save your money and your mental health" May 20, 2021 1.0 If you want something relatively cheap (although not much cheaper than other options in the market) with TERRIBLE customer support and zero data reporting, go for it. Otherwise, pick literally any other system and save yourself and your team a million headaches and wasted revenue. Pros It's a relatively easy system for agents to learn. That's about the only pro. Cons \-The reporting is TERRIBLE. Want to find out which customer has reached out the most in the past week? Want to know what issue was reported the most last month? Hope you like manipulating data in Excel because that is the only way to get remotely helpful reporting. Their custom reports are trash and basically everything has to become a data dump which is time consuming and keeps your data very high level. -Freshchat and Freshdesk DO NOT SPEAK TO EACH OTHER WELL. Freshchat will not let you export conversations or show any meaningful data besides things like response times and CSAT scores. So we've had to send every single chat from Freshchat into Freshdesk, create a ticket for already resolved conversations, re-label them for the second time, and close them out in order to at least be able to store our conversations somewhere and analyze. -The customer support. Oh my word, the customer support. We've been having technical issues in our account for about 3-4 months now. It has been next to impossible to get ANYONE to help us. We threatened to cut our contract, we pleaded, we stalked employees on LinkedIn and reached out to get ANYONE to respond to us. Didn't do anything because they do not care about their employees. We even had a quarterly business review with our CSM who said they would get back to us the next day with answers to our issues. I followed up with him weeks ago and never once heard back from him again. Worst customer experience of my life. Reason for choosing Freshdesk I don't know but I deeply regret that decision. Review Source VR Verified Reviewer Software Developer Information Technology and Services Used the software for: 2+ years ### "Review about FreshDesk" April 25, 2023 5.0 In my experience, Freshdesk has been a great customer support software that has helped me manage customer inquiries and complaints more efficiently. While there have been some minor issues with pricing and occasional technical glitches, overall, I've had a positive experience using Freshdesk. Its user-friendly interface, automation capabilities, and reporting tools have made my work more manageable and streamlined. Pros I really appreciate how user-friendly Freshdesk is as a customer support software. It provides multiple channels for customer inquiries, including email, phone, social media, and chat. Its efficient ticket management system and automation capabilities have helped me streamline my work and save time. Additionally, its analytics and reporting tools have allowed me to track key metrics and identify areas for improvement in our customer support operations. Cons One downside of Freshdesk is that its pricing plans can be a bit expensive for some businesses. Additionally, there have been occasional glitches or slow loading times that can be frustrating when working on time-sensitive customer inquiries. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.