# Page 13 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 13 - 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 13 - Reviews of Freshdesk

## Showing most helpful reviews

Showing 301-325 of 3408 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

KM

Kreasan M.  
Business Development  
Information Technology and Services  
Used the software for: 1-2 years

### "Starting the day..A FRESH"

March 31, 2021

5.0

Coming to work either at the home or office is such a pleasure, as I know that all of my work is up to date and clear-cut credit to the Freshdesk ticketing system. Our department has had many debates initially but knows we all are thriving on this product and are super happy with it. A key feature would be the Freshdesk mobile application. I can be on the go and still stay in touch with my customers throughout the day, whilst providing real-time support.

Pros

One of the most attractive features of the software is that without much training or hassle, users and employers can enjoy Freshdesk immediately and it can become quite fun to work with. Being a cloud-based product, the ease of use and almost no existent downtime is critical to any business need

Cons

We are currently going through data migration and copying so time will tell. There is nothing really that I don't like, I guess more features should be available in terms of the higher packages versus the lower packages.

Alternatives considered

[Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[SuperOffice CRM](https://www.capterra.com/p/39294/SuperOffice-CRM/)[monday.com](https://www.capterra.com/p/147657/monday-com/)

Reason for choosing Freshdesk

Functionality Ease of Use Pricing The Freshworks "Eco-System"

Review Source

YM

Yuvraj M.  
Customer care Executive  
Consumer Services  
Used the software for: 6-12 months

### "Freshdesk- Backbone of Customer services"

August 28, 2023

4.0

This helps me to connect to customers in easy way and helps in solving their query via call or chats. It provides a nice and good experience in using it because it is easy to use and have efficient value.

Pros

It is easy to use or have many facilities which can help us to connect easily and also solve the queries also.

Cons

It must also have feature in which we can send the images to them also so that it can help them clarify

Review Source

Daisy D.  
Integration Partner Manager  
Information Technology and Services  
Used the software for: 2+ years

### "All-in-one solution and gradually extendible "

July 31, 2022

5.0

Pros

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Switched from

[Teamleader](https://www.capterra.com/p/153190/Teamleader/)

Our customer base was growing >5000 and we needed more and multi-language ticket management

Review Source

Prateek S.  
Manager, Business Product/Operations, Paytm Payments Bank  
Internet  
Used the software for: 6-12 months

### "Freshdesk - a "One-Stop Solution" for the "Entire Customer Service" needs of an enterprise"

October 12, 2018

5.0

I explored Freshdesk quite in-depth and was not only amazed by the availability of multiple features but also the comprehensive of all the available features. Its a commendable effort from the firm. Hope to see more and more features getting added in the future so that it can maintain its position as a one-stop solution for every possible need of a firm w.r.t. customer service.

Pros

\- End to end solution from ticket generation to allocation to follow-up and closure - Multiple functionalities covering almost the entire range of requirements expected from a Service Desk - Detailed features within every functionality showcases that a lot of thought has been given while its creation - Extension across platforms from ticket generation within the firm to widgets which can be used on customer portals to bots which can help in automated replies to general FAQs along with input availability from various social media platforms, no doubt it is a formidable competition to existing players in the space

Cons

\- Ticketing form needs to explore more options which are available on competitor form builders (e.g. logic based ticket fields, more than 3 dependent fields, easy automation to generate certain ticket fields basis values in other fields i.e. not just API based automation which involves tech, something which uses automation like dispatcher rules which can be easily implemented by the user itself etc.) - Addition of more Social Media platforms (currently not comprehensive) and proactive addition of popular Social Media channels as soon as they become popular to not only make it comprehensive but also latest in its offerings driven by the demand of a face changing world - More options available in the BOT feature for more effective usage so that more automations can be done via it as AI is the future

Review Source

MZ

Mauri Z.  
Sistemista  
Information Technology and Services  
Used the software for: 2+ years

### "Freshdesk"

February 7, 2023

4.0

Pros

La chiarezza grafica e l’ordinazione dei ticket in modo facile da gestire tra noi colleghi

Cons

Andrebbe rivista là chat e alcune tempistiche di caricamento delle dispense su d esso

Alternatives considered

[Deskero](https://www.capterra.com/p/131179/Deskero/)[TeamSupport](https://www.capterra.com/p/87908/TeamSupport/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing Freshdesk

Perché la prova con altri mi ha fatto capire che questo software aveva qualcosa in più nella gestione dei ticket

Switched from

[Freshservice](https://www.capterra.com/p/132997/Freshservice/)

Per un discorso economico.

Review Source

VR

Verified Reviewer  
Customer Support Tead Leader  
Marketing and Advertising  
Used the software for: 2+ years

### "Functional and Resourceful "

December 17, 2022

5.0

Freshdesk has been part of our company's daily functionality for more than 3+ years. Overall, it has been an incredible and affordable option.

Pros

I love how resouceful Freskdesk is. It provides all I need to maintain and manage daily tasks involving customer support ticketing and more. When it comes to collecting data and/or reorganizing or finding functionalities to further optimize our experience, there tends to be already be a solution or at the very least, a work-around for our needs.

Cons

As far as I know, there's no cons with Freshdesk. Sometimes we ocasionally find issues or glitches with the system and when contacting their customer support team, it can sometimes be difficult to get in touch with them.

Review Source

Yoram S.  
Customer Success Manager  
Accounting  
Used the software for: 1-2 years

### "Freshdesk Feedcak"

May 23, 2021

4.0

Pros

I like the ease of ticket submission, discussion and answering.

Cons

Some of the merging and contact management is not user friendly.

Review Source

GD

Gabriel D.  
B to B Strategy Consulting  
Information Services  
Used the software for: 1-2 years

### "Very practical. Simply adding innovation and superiority to your work."

December 8, 2023

5.0

Best tool and effortless services. Easy application and reliable outcome. Automation is real.

Pros

Freshdesk is full of benefits. It is a user friendly software which has no limit on application especially handling workflows. Communication has its place in the software and it is easy to reach people at any time. It is the best software for ensuring customers are happy with your Services always.

Cons

Freshdesk has no cons. I like everything about it. Truly appreciate.

Switched from

[TeamDynamix](https://www.capterra.com/p/121317/TeamDynamix/)

Ease of use. Freshdesk is also more applicable and adaptive.

Review Source

VR

Verified Reviewer  
Partner at Bootstrap Brands / Co-Founder of HappyWax.com  
  
Used the software for: 1-2 years

### "Perfect Customer Service solution for our Shopify-based E-Commerce company"

May 6, 2018

5.0

Pros

Our team operates 2 different E-Commerce brands out of Shopify that have gone up in about a year and half. We could not have done it without Freshdesk. To me, it's similar to Shopify in that it is a true example of how building a product based on the user experience, then designing your reporting & data analytic capabilities, can deliver a powerhouse product. Freshdesk is a clean, intuitive experience that multiple Customer Service associates have picked up and been ready to roll with in a day or two. We have fully integrated it with our Shopify site - tickets submitted on our site come through Freshdesk, as does the on-site chat window, ALL social media comments or posts, and our cust service number. As our team member is speaking with or responding to a customer, she has all of the information tied to their order right in front of her, built into the ticket - that's the Shopify integration. We have most recently gotten disciplined about we are using the "tags" feature, which again operates very similarly to how Shopify does. Our service rep now has a list of all tags that should be connected to tickets and what they mean. This makes it super simple for us to run reports on common customer complaints, centralize PR inquiries, etc.

Cons

Compared to Zendesk, I think Freshdesk is a little more expensive starting out with only a couple of users (where we are currently). However, I believe that Freshdesk becomes the more affordable option as you scale, and with the great experience I've had I doubt I would ever switch.

Review Source

VG

Virendra G.  
AM  
Retail  
Used the software for: 1-2 years

### "Feedback"

May 5, 2022

4.0

The ticketing system of freshdesk is very flowless and very helpful with detailed reporting stucture. The iontegration has few hick ups as we had integrated it with different CTI but the freshdesk support staff was very courtieous and handle queries with precision

Cons

We are not aware about the complete functionalities about the product and would like to learn more and use the product , would like FD team to take initiative help us use the product to its maximum capacity

Alternatives considered

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)

Review Source

VR

Verified Reviewer  
Customer & Sales Support Specialist  
Computer Software  
Used the software for: 2+ years

### "Prompt customer service thorough advice plethora of features easy to use excellent product"

July 17, 2018

5.0

I benefit price wise and usability factors great features helpful with customer service great experience with Freshworks support on any question I have and always get a thorough response our company has used this for years and will continue to do so

Pros

Easy to set up and use tons of features and integrations helpful across the company excellent support customizable branding possibilities admin features are great for customers to give them the best customer service experience possible using this software I researched many other software for our company before deciding on this one being the best choice we have used it for years and will continue to use it there is a mobile app that is easy to use there is a chat feature and great reporting capabilities it is so convenient to add another support agent to the portal to update your plan if you have the authorization there are commenting features to single out those gold nuggets of a convo and show your other agent and have them take a look you can add columns so you can see a preview of more than just contact and subject you can hover over a ticket to see the last reponse there are so many possibilities and I highly recommend any company looking for a support portal and knowledgebase for their company to choose Freshworks you will not regret it and the price is right

Cons

the only thing I would change is having the ability to customize the dashboard but everything else is perfect

Review Source

JN

John N.  
Service Representative  
Computer Software  
Used the software for: 1-2 years

### "Great for Support Tasks"

November 30, 2018

4.0

Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.

Pros

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD. I wish they had: -more options for scenario customization -more options for keyboard shortcuts/customization === They have a decent customer support team that responds relatively quick(within 24 hours).

Cons

Some features from the old FreshDesk didn't transfer to the new FreshDesk mint. -Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request. -I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket. -CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint. -Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

Review Source

Abdelrahman I.  
Teamleader  
Consumer Services  
Used the software for: 1-2 years

### "I do not have a reference, I am only through my experience with the program"

May 8, 2023

5.0

It is very excellent and I recommend it to many companies that my friends and other companies work with

Pros

Ease of access with the client at any time and any place and solving problems as quickly and as reliable as possible

Cons

It needs to add features, for example, distributing problems to the majority of workers so that everyone can work at any time and in less time

Review Source

Jason W.  
Sr. Systems Engineer  
Health, Wellness and Fitness  
Used the software for: 1-2 years

### "Impressive tools for no cost, and more pro features when you're ready"

May 22, 2019

4.0

I started using this service over a year ago. I stumbled upon it while trying to find an affordable option for a client with a small budget, and was so impressed that I adopted it myself. It's now my go-to recommendation for people who want an integrated service that connects their customer service ticketing system, CRM, live chat support and more. Back in the day, a service like this would've cost tens, if not hundreds, of thousands of dollars, and wouldn't have been half as easy to use, setup, or train people on. You really can't go wrong with this service, especially on the free tier.

Pros

What Fresh Desk offers for free is, in a word, incredible. Besides the obvious helpdesk features, which allow you to track customer tickets, the service can also integrate with many of Fresh's other services. For example, you can setup Fresh Chat, their live chat software for dealing with customers in real time from your website. They have companion apps that run on your smartphone and your PC, so you're always available to potential customers. You can also integrate with Fresh Sales, their CRM software, so you can convert those customer chats into contacts, leads, tickets and more. The integration isn't automatic, but it's not difficult. I put together everything in a couple of hours.

Cons

Probably just the time it takes to setup the integrations with their other services, but at the same time, it wasn't \*that\* difficult. Still, it's worth being aware for the technically challenged: there is some tech work that needs to happen on the back end so the various services can communicate, and you'll need to install the live chat software to your website as well.

Review Source

Aman K.  
Associate Consultant  
Information Technology and Services  
Used the software for: 1-2 years

### "A Comprehensive CRM Solution for Streamlining Customer Support"

December 6, 2022

5.0

Overall, my experience with Freshdesk for CRM was a positive one. The platform is easy to use and provides an intuitive interface for tracking customer support requests. Additionally, the various features available are useful for streamlining customer service operations while providing customers with a better overall experience. While there are some areas where improvements could be made in order to provide more comprehensive capabilities, the cost of subscription may not make it feasible for smaller businesses.

Pros

I liked that Freshdesk provided a comprehensive CRM solution for streamlining customer support. The intuitive, modern interface made it easy to use and customize, while the powerful features enabled me to manage multiple customer queries efficiently. The platform also offers a wide range of features, including automated ticketing, email integration, reporting tools, and analytics capabilities.

Cons

While the platform offers some helpful features, such as reporting and analytics tools, there are still areas where improvements could be made in order to provide more comprehensive customer support capabilities. Lastly, I found the onboarding process to be somewhat cumbersome and time-consuming.

Review Source

TS

Thurston S.  
software developer  
Information Technology and Services  
Used the software for: 6-12 months

### "Freshdesk all in one review"

February 16, 2024

5.0

I love this software as it is smooth running and customer service is top notch and it makes my job so much easier than ever,I just would like upgrade asap so that i can have the fulll feel of the platform.

Pros

To be in the free tier is nice and convenient in a way that smaller customers can have a long term feel for the system and get to know how it works and get familiar with the system and platform.

Cons

That the High -end analytic is only available in BETA mode and that to get to higher tiers one need to upgrade pricing plan.

Review Source

MK

Mark K.  
Business Analyst  
Textiles  
Used the software for: 6-12 months

### "Freshdesk proving their worth on the CRM market"

June 20, 2019

5.0

We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best. Moving to Freshdesk still seems a great decision.

Pros

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies). Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

Cons

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon. Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.

Review Source

Mohammad H.  
IT Systemkaufmann  
Computer & Network Security  
Used the software for: 1-2 years

### "Hilfreiche Kundendienstsoftware und auch flexibel beim Nutzen "

April 20, 2023

4.0

Sehr Hilfreich und es ist noch gut zu empfehlen

Pros

Freshdesk hat richtrig viele Tools und Futures, damit man nutzen kann für ein bessere Teamarbeit. Zu zweite ist auch günstig, also passt meistens zu allen

Cons

Beim Öffnen das Programm, dauert etwa Zeit. Außerdem wäre noch besser mehrere Tools erstellen, um der Arbeit noch mehr verbessern

Review Source

AF

Andrea F.  
Customer Service Coordinator  
Construction  
Used the software for: 2+ years

### "Freshdesk"

October 14, 2020

5.0

Great experience. As an admin, or process coordinator you get a great overview of the agent's operation. How many tickets have been assigned to each, the status, how much time it takes to get the tickets resolved and of course it makes it easier to make decisions. We did not use any software before and we constantly got lost e-mails or forgotten requests because they were all handled through e-mail. Also it was very difficult to keep track of the agents performance.

Pros

This software is very easy to use. I have enjoyed a lot how easy to customize and to use it is and how it has helped us organize tickets/tasks assignment for agents, considering priorization, status and as many variables as we need. The users are able to set SLAs and all fields the agents need to use. A practical feature is that you can respond via email, and even customers can create tickets by sending their request to a designated e-mail account. It is a great tool for teamwork as it allows collaboration using private notes for team members and forwarding info to third parties that do not necessarily have a Freshdesk account. I also love that it shows motivational quotes when the features are loading!

Cons

I believe there is still a lot to improve on the reports side. They are very limited. Also, it would be of great help to get a tool that automatically merged tickets by their content (email body) so that the agents would not have to merge tickets manually.

Review Source

MD

Mike D.  
SysAdmin  
Financial Services  
Used the software for: I used a free trial

### "Simple and Intuitive"

December 31, 2019

5.0

We decided to try this out as our ticketing solution and were very impressed. Packed with features even at the lower tiers. At the lowest priced tier we're able to integrate Microsoft Teams and VSTS/Azure DevOps which is huge for us. The features are also very organized so the admin page doesn't have 200+ options to skim through.

Pros

FreshDesk has found a way to offer similar options without cluttering your screen with unnecessary options. You're able to expand on your options with custom fields/tags/etc but the basics cover most scenarios. My favorite feature though is how easy it is to update a ticket department/agent/status. You can do it from the ticket view screen that lists all your tickets. Why is no one else doing this? Seems obvious now that I'm using it ha, it's even available on the phone app, big time-saver. It really seems like a lot of thought was put into creating this product.

Cons

One thing I really didn't like is the table view for tickets. I have large monitors and this doesn't expand the width so I end up with a bunch of empty space to each side of the table. You can change the Layout and the Card view helps, but I prefer the consolidated table view, but not if I have to scroll to the right with empty space on the page that could've been used. Another thing I noticed that could improve is the options for the email. Our previous solution would create the ticket and move the email from the inbox to our archive folder so we keep a history in a second place. FreshDesk currently as of 2019 only has the option to delete or leave the emails there. Not that big of a deal, but would be nice.

Alternatives considered

[ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/)[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/)

Reason for choosing Freshdesk

Easier integration with Teams/Azure DevOps. Cost did not include a lot of features we don't use as we're a small company. With the smaller tier we're getting what we need at a low price. More than we need really.

Switched from

[Xcitium Endpoint Detection & Resonse](https://www.capterra.com/p/154967/Comodo-Endpoint-Security-Manager/)

Cost and reliability. Previous solution was buggy and we were using it because it was free. Once they switched to a licensing model, we expect higher quality when paying.

Review Source

WL

Warren L.  
General Manager  
Information Technology and Services  
Used the software for: Less than 6 months

### "FreshDesk - A great way of keeping customers happy"

January 15, 2023

4.0

FreshDesk has been a great piece of software and many customers have commented on the improvement in our customer service. It has received a few updates since we started with it as well, which is a good sign!

Pros

The different channels available now to contact our customers is brilliant. They can choose what they want and we will happily use.

Cons

The reporting van be drastically improved. We use it, but that has been the result of us customizing it to how we want to use it.

Alternatives considered

[The Customer Factor](https://www.capterra.com/p/119405/The-Customer-Factor/)

Reason for choosing Freshdesk

It integarted with ZenDesk which was key for us.

Review Source

VR

Verified Reviewer  
Network Security Engineer  
Computer & Network Security  
Used the software for: 6-12 months

### "My personal experience with Freshdesk."

July 19, 2023

5.0

I have used Freshdesk as an IT support executive , I've handled and resolved customer tickets over this platform and the experience is very good.

Pros

Ease of management and works on many platforms simultaneously which makes it very sleek and adaptable to different users from their different platforms.

Cons

Overall, there is no such cons about this software . It serves the purpose it is build for but can be improved.

Review Source

Michael V.  
IT Manager and Engineer  
  
Used the software for: 2+ years

### "Amazing helpdesk experience"

July 4, 2018

5.0

Aside from all the great features we get, I have to say the service from support on their email and live chat are very helpful and I'm grateful to be using a product that can be supported 24/7 and has a great development team keeping it up to date. That in it's own is a great benefit.

Pros

A ton of great integrations, easy to use web - based access & mobile app, knowledge base management built-in, and it's very simple for everyone. As an IT admin in a business I help run with our partner out here in Vegas, I like to ensure we get the best value of the systems we use. We started off with a lot of other self-hosted brands and options, however, leaving our ticketing and help solutions to Freshdesk was the best move I've ever made and they offer everything we need in one place. We love particularly the feature to add custom stuff to the right side pane of tickets like: The recent tickets associated to the client, Quick ticket status and assignment changes, creating a remote session right from the ticket with ScreenConnect addon and, a to-do list to allow the next technician to know what has and hasn't been done yet.

Cons

I think for the type of account we have there are no cons at all. Of course if you pay for a higher tier account you unlock some other good stuff like live chat and CRM. For what we need to accomplish in a helpdesk solution Freshdesk beats them all. No cons from us.

Review Source

SV

Shikha V.  
HR Manager  
Staffing and Recruiting  
Used the software for: 2+ years

### "Extremely helpful online ticketing system-Takes care of all HR related and other queries"

March 25, 2019

4.0

Overall experience has been amazing so far as it is able to cater our day to day needs. Great platform to provide internal/external support.

Pros

We have been using this software for more than 2.5 years now in our company to assist our consultants, vendors and clients. Freshdesk is a cloud based helpdesk system, which allows its users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the HR Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc. The employees send their queries to a common HR Group ID and then we allocate it to the concerned person within the team. The Fresh desk support is implemented by the technical department of our company as well where the internal employees raise tickets in case of any technical issues. The interface is easy to use and simple. It also provides guidelines and prompts for a new user, making it extremely easy to learn and start without much assistance. It provides the option to add a note to every ticket before closing it making it easier to know for the entire team that a ticket is closed. It also keeps a clear and manageable history of all the recently closed tickets. It also provides a feature to export a complete summary of the tickets group wise with categories and subjects, date of receipt and closure. Freshdesk has an in-built contact directory for all internal employees making it easier to allocate copy or forward the tickets.

Cons

As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.

Review Source

TM

Taz M.  
Head Tea Tester  
E-Learning  
Used the software for: 2+ years

### "Better than the rest"

May 21, 2021

4.0

Better than anything I have trialled and considered as a replacement, including ZenDesk. For all the faults it does its core function well for a reasonable price.

Pros

Easy to dive into and use, payment plans and features are outlined nicely, support is generally very good with friendly staff who are generally competent or good at getting help from further up the chain within a good timeframe for you.

Cons

Development feels lacking sometimes, probably because FreshWorks has I don't know how many other projects on the go now no doubt taking developers time up instead. Time-based triggers and automations can be quite clunky to use, no real solid guides on how to use them better beyond the very basics. A fix for one issue where a message is copied and pasted multiple times in a message has been ongoing for years and quite frustrating, sometimes it even kills the tab and you have to start again in another one. Support for fixing this has been lacking.

Alternatives considered

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing Freshdesk

Pricing, support, the comparative ease of use.

Review Source

Talk to a Capterra advisor for free and get results within 15 minutes.