# Page 14 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 14 - 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 14 - Reviews of Freshdesk ## Showing most helpful reviews Showing 326-350 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TW Tink W. HR/Office Manager Mining & Metals Used the software for: 2+ years ### "Help Desk Ticketing System" July 19, 2022 4.0 We solve ALL our IT problems through this system without hiccup. There is no room for error with this system. Everything is simple and at your finger tips and what more can you ask for. Pros So when I input a ticket I get an immediate response that it has been accepted. Also you can review at anytime who has your ticket and when it was read and I love that. Cons There is not much to say here, it is a simple but very effective system. Review Source Peter C. CTO Computer Software Used the software for: 2+ years ### "Excellent Customer Relation Management Solution" November 6, 2022 5.0 Awesome CRM solution.Good to have for your business and seamless operation and easy to use. Pros Contact management, Customer relation management, Call monitoring Cons Add video option feature when customers call in.User security should be enhanced with two-factor authentication Reason for choosing Freshdesk Unique Call center feature and contact management Review Source GK Gabriel K. Instructor Arts and Crafts Used the software for: 2+ years ### "Freshdesk: Empowering productivity with streamlined efficiency and flexible functionality" May 19, 2023 5.0 Pros Its flexible functionality, cost-effectiveness and streamlined approach. Cons With cost-effectiveness of Freshdesk, its pricing should be seen as reasonable, however it can be thought as a bit expensive in the viewpoint of some other users. Review Source CF Crystal F. Customer Success Specialist Real Estate Used the software for: 2+ years ### "Fresher with FreshDesk" June 30, 2023 4.0 I think it’s a great alternative to Salesforce Pros I like the live chat feature and the simplicity of creating and accessing tickets. Cons At the time, I couldn’t link multiple cases to a single call, and you didn’t want to always merge cases. Review Source SS Sandor S. Owner E-Learning Used the software for: 1-2 years ### "Customer Support has gone downhill, and they refuse to fix a perceived security issue." January 27, 2020 4.0 Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again. When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating, The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong. What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it. Pros The software has a great deal of functionality. Cons If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails. The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not. The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites. Reason for choosing Freshdesk I liked the product I liked the capabilities Review Source PK Parth K. Web Developer Information Technology and Services Used the software for: 2+ years ### "Fantastic Platform For Ticket Management With Tons Of Features" March 19, 2023 4.0 You can rapidly sort your tickets and provide outstanding customer service by utilizing the filter option. Many features are supported, including management of tickets, tasks, the sales pipeline, service histories, etc. They provide good customer service. I'd recommend this product. Pros It is simple to create tickets, add internal notes, change the tag, and use other capabilities as necessary. Furthermore accessible is the automated tool that assigns the tickets to related agents. You can also set the pre-written response. It's a fantastic way to let clients choose the particular subject that they need help with. Cons The ticketing system may sluggishly respond to several requests arriving concurrently through the various channels, adding to the overall feeling of heaviness of the system. It became pricey for the features we required because we had to pay per agent. Review Source JL Jen L. Customer Engagement and Success Manager E-Learning Used the software for: 1-2 years ### "Freshdesk is easy to use and intuitive" May 19, 2022 5.0 Pros I like that Freshdesk allows my agents to respond within the software using canned reponses easily as needed. Customer tickets show previous tickets, which is helpful, and it's not hard to tag certain contacts as VIP users so that they can get expedited support. Cons The reporting features are not that easy to use with the lower-paid plans. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk was cheaper and easier to integrate. Review Source VC Vladimir C. Support Manager Computer Games Used the software for: 2+ years ### "Game company (Freshdesk)" May 20, 2021 3.0 The software is good and has big potential. I send a lot of feedback. Unfortunately bug fix process is super slow. I wish company will be grateful for the bug report which I provide for free. Thanks. Pros Powerful analytics, reasonable price, cool widget, knowledge base, automations.... Cons Bad editor, slow bug fix. Sometimes customer has to wait for years. Success manager ignore complaints. Support do not have SLA for resolution. They can forget about you and do not update issue status for months. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Freshdesk Price and potential. I just to believe in Freshdesk. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk is not comfortable to use. Bad UI and UX. Super high price. Review Source MM Mark M. Operations Manager Construction Used the software for: 2+ years ### "Freshdesk - Simply" January 20, 2024 4.0 Pros The ability to setup up multiple channels direct for specific clients. The call routing of DDI’s and reporting is important to monitor KPI’s. There are lots of great features such as automations which is great when you are an active Helpdesk dealing with hundreds of tickets daily. Cons Some of the changes on reporting when they discontinued the legacy reports and moved to analytics has been poor as dependant on your setup the data isn’t always accurate or easy to digest. 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 Based on cost and features Freshdesk at the time seemed the better option for our business needs. Review Source VR Verified Reviewer Co-Founder Information Technology and Services Used the software for: 2+ years ### "Has become integral to our business, bit pricey" January 15, 2019 4.0 Pros At some point we had too many mailboxes and too much email to properly track customer emails so we switched to Freshdesk and now we can stay on top of everything. We don't use it as a traditional ticketing system, we run all our email through it but it works. Canned responses are useful, alerts when 2 agents are working on an email at the same time, or if a response has just been sent while you were typing really help to avoid unintended miscommunication and using automations its possible to make up for any missing out of the box features (like snoozing an email). We use it every day. While I have some issues with it, we're basically running our business out of it so I'm pretty happy with it overall. Cons They recently upgraded the design which I like, but it has come with a host of little issues. My least favourite feature is adding a slash command in the WYSIWYG editor as it means that you can't type a space-slash " /" in an email any more which seems bonkers to me. The price per agent is a bit steep. If you switch up to a higher plan to get additional features then your price per agent increases along with it making it a bit pricey for temporary staff and new hires. I think this is largely because we aren't using it as a traditional ticketing-support system. Review Source MO Mohammad O. Director E-Learning Used the software for: Less than 6 months ### "Freshdesk Review" February 22, 2023 5.0 Pros Pros:Ease of use: Freshdesk has a user-friendly interface that makes it easy for customer support agents to manage support tickets, collaborate on tickets, and provide timely support to customers.Multichannel support: Freshdesk supports multiple channels, including email, phone, chat, social media, and more. This allows businesses to manage customer inquiries from different channels in one place.Automation and self-service: Freshdesk provides automation and self-service tools, including chatbots, canned responses, and a knowledge base, to help businesses manage customer inquiries more efficiently.Reporting and analytics: Freshdesk provides reporting and analytics tools that enable businesses to track their support performance and identify areas for improvement.Integration with other tools: Freshdesk integrates with a wide range of other tools, including CRM, marketing automation, and e-commerce platforms, making it easy for businesses to manage their customer support in one place. Cons Cons:Limited customization: While Freshdesk offers a range of customization options, some users may find the level of customization to be limited compared to other customer support software.Limited reporting: While Freshdesk offers reporting and analytics tools, some users may find the reporting capabilities to be limited, especially when it comes to more complex reports.Pricing: Freshdesk's pricing can be a bit steep for smaller businesses, especially those with a limited budget for customer support software.Third-party integrations: While Freshdesk offers many third-party integrations, some users may find that certain integrations are missing or not available.Learning curve: Freshdesk can be complex and may take some time to learn, especially for new users who are not familiar with customer support software. Review Source Gbadebo B. Administrative officer Marketing and Advertising Used the software for: 2+ years ### "Fresh desk for greater customer satisfaction " October 28, 2022 5.0 My experience with fresh desk has always been amazing Pros It help in making customer communication and interaction simple Cons Little bugs on the app and It kind of expensive Review Source Juan Manuel C. Technical leader Food & Beverages Used the software for: 2+ years ### "Freshdesk, the fair ticket between price and quality" May 1, 2021 5.0 In general, my experience with the freshdesk ticket machine was very good. We use it daily in the company and it is the backbone of our IT support system. I recommend it for its ease of use, its performance and its fair price. Pros \- Ease of creating tickets - Good SLA system - Clear reporting system - Area management Cons \- Mobile application I found it uncomfortable Review Source VR Verified Reviewer Software Manager / Solutions Architect Computer Software Used the software for: 1-2 years ### "Freshdesk Customer Service and Collaboration" November 9, 2017 4.0 Pros One of the best things that we enjoy about using Freshdesk is communication with Customer Support team and how quickly they are ready to respond to different opportunities in integration space and help our team progress further in our development efforts. We find technical documentation in relation to Freshdesk API usage and webinars have always been very productive and healthy conversations that we have. Especially when it comes to learning new features about new products and services. It is also one of the first companies to recognize our product in the space of Integration between customer support and product management for which we are very humble and grateful for. People who represent Freshdesk with whom we came into contact with are very humble and truly care about its customers and customer service community. Thank you, Freshdesk! Cons It is difficult to point out disadvantages. But I think that every software product evolves as market suggests it to evolve. And I think that customer base that freshdesk has on a regular base can better suggest on how to elaborate product in relation to its work flows and API freshdesk items accessibility. One of the things that we would like to see is easier access to API for retrieving Collections of Items that are related to Tickets or other Entities without relation to those Entities specifically. So if I would like to find out Ticket Types, I can get the Types. If I would like to find out Tags, I would like to grab Tags without knowing anything about any ticket...Just an example. Expanding lookup table functionality across the domain would definitely make API even more powerful and empowering for any team to use. But one of the great things about Freshdesk is presence of its Blog Review Source AR Alessandro R. Studente Research Used the software for: 2+ years ### "Perché utilizzare Freshdesk?" October 2, 2023 5.0 Esperienza molto positiva, rapido e gestione impeccabile in ogni reparto. Consiglio vivamente! Pros Il prodotto è molto esplicativo e semplice da utilizzare, i progetti vengono visualizzati in maniera rapida indipendentemente dalla grandezza di essi e come app di messaggistica la trovo molto fluida con notifiche ben delineate Cons La poca personalizzazione dell'app, avrei preferito più libertà in questo ambito Review Source Carl D. Owner Apparel & Fashion Used the software for: 6-12 months ### "A reliable and seamless integration for live chat, etc." March 16, 2023 5.0 After considering multiple options, we decided to go with Freshdesk because it provided the optimal balance of features, cost, and user-friendliness for our company. Freshdesk's range of tailored features includes ticket management, scheduling, lead and sales pipeline management, knowledge base management, project and task management, contact database and support ticket management, content management, service history, and contact management, in addition to its customizable library of options that can be tailored to suit our specific business requirements. Pros What I love about this software is how flexible and easy it is to use, plus we can integrate it seamlessly with our systems. The user interface and experience are also super user-friendly and if we ever have any issues, their customer support is always reliable and responds to our tickets within 24 hours. Cons At times, the platform can be a bit slow, and it could benefit from stronger integration with other programs. By taking advantage of Freshdesk's robust reporting and analytics capabilities, teams can monitor support metrics and make data-driven decisions more accurately than ever before. Alternatives considered [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Atera](https://www.capterra.com/p/144309/Atera/) Review Source dV daniel V. ingeniero mecanico Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Gestiona tus procesos con freshdesk" August 15, 2023 5.0 me agrada porque puedo generar correos automatizados, interesar chatbots, asi mismo como tener servicio de telefonia realmente se trabajar de forma muy organizada lo recomiendo realmente Pros poder gestionar tickes, para clientes, análisis de información, creación de informes. cuenta con un panel de programacion, donde podremos vizualizar las actividades, por numeros de referencias. colores. horarios categorias, es sencillo la interfase Cons no todos tiene acceso al programa, trabajar de forma ordenada, poder automatizar muchas funciones Review Source JS Jaspal S. Cyber Security Manager Consumer Services Used the software for: 2+ years ### "Execlient Ticketing tool with Customer satisfaction Survey" May 31, 2023 4.0 Product from you can control your customer escalation Pros 1\. Customer ticking rules 2. Way of Survey 3. Record of all tickets 4. Manage the user with client login Cons 1\. Customization not up to the mark 2. Ticket reopen when some ask thanks Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk to better GOI and the customer manage rules Review Source VR Verified Reviewer Software developer Computer Software Used the software for: Less than 6 months ### "Freshdesk is a fantastic tool that has simplified our daily life." January 6, 2023 5.0 Personally, I believe that this was the most beneficial platform for our team. Even though we could not dive down further with the tier we were using for our team, Freshdesk was the easiest to use and track our problems out of several pay-for feature models and Spiceworks' free bug tracker (which had a tonne of advertising). I would only add that since it is not HIPAA compliant, you should make sure that everything users put there is unrelated to proprietary software. Other than that, our staff found it to be flawless, and our users appeared to like using it. Pros Freshdesk is a fantastic tool that has simplified my daily life. As a customer service representative, I used it to assist me process the tickets swiftly and effectively. I particularly liked how simple and effective it was for me to keep track of earlier conversations with the consumer. Cons Although integrations with other software platforms are improving, Freshdesk has no obvious drawbacks to be aware of. A stronger link with Xero Financial Software is something I would like to see. Review Source JK Jeff K. CEO Design Used the software for: 2+ years ### "Lacking rudimentary filter/show by date range feature, terrible for recordkeeping" October 7, 2020 3.0 Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this. Pros For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8! Cons The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS. Reason for choosing Freshdesk At the time it seemed more powerful - I was probably wrong. I wish I gave Zendesk a longer shot. Review Source DR Deep R. Manager IT Financial Services Used the software for: 2+ years ### "Freshdesk for managing tickets" August 27, 2023 4.0 Before Freshdesk tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools. Also In daily base we are receive tickets from cross-functional department to Freshdesk single platform this is good for us. Pros Freshdesk is a best ticketing tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand. Cons Freshdesk AMC is little expensive to compare to other similar ticketing tools products. Review Source ZS Zeghoudi S. assistance programing Security and Investigations Used the software for: 1-2 years ### "Freshdesk make you feel happy !" September 15, 2023 5.0 What a good platform that helps solve work problems in addition to concluding agreements, with the ability to collect all important messages, which makes it easy. Keep it up. Pros What I loved about this platform is the ease of unifying all conversations and sent messages Cons Maybe the overall look of the platform is by design Review Source Luis Enrique A. Lead Director, Retail Brand Marketing Health, Wellness and Fitness Used the software for: 6-12 months ### "Freshdesk the ideal alternative for the best customer service" May 26, 2023 4.0 I would like the application to have more search filters, because when handling many customers, finding one in particular, can be time consuming. Integrating all the programs we needed was a slow process and the technical team did not provide the expected help, so we had to hire an external service to solve the problem. Pros The entire sales and customer service department uses Freshdesk as a unique tool for the management, attention and problem solving of our customers. It has a very intuitive interface design, which facilitates our work, making us much more productive and efficient. Cons We can quickly search for customers with problems and give priority to the most urgent orders, we can also organize all tickets in chronological order or by priority. Allows to integrate other communication channels to the platform, allowing to use only one software to communicate with all customers. Review Source Isael Alexander M. Network and Comunication Analyst Hospital & Health Care Used the software for: 2+ years ### "The best way to manage projects and incidents" March 26, 2024 4.0 It has been of great help, it has helped us a lot with the management of incidents in the company and to manage each project in a better way. Pros It is a very complete tool, it is very easy to manage the incidents of daily life and to manage or administer tasks and projects it is one of the best tools Cons It is a very good tool but the cost is usually a little high so it should be taken into account when purchasing it. Review Source Daniel S. Network & Systems Administrator Used the software for: 2+ years ### "Freshdesk from Freshworks - Perfect for my one man I.T helpdesk needs." July 19, 2018 5.0 Pros I am a I.T jack of multi trades for my company. One of those roles is the sole contact for Internal technical support. I came across Freshdesk 3 years ago and have loved it ever since. My favorite feature of Freshdesk initially was the customization options for tickets. It allowed me to tailor the ticket template to exactly what worked for me. I was also able to adjust the remainder of the admin settings to make Freshdesk work exactly how I needed it to for how I logged tickets with my organization. Freshdesk also has several great features that I don't use personally but I think would be very beneficial to larger teams , etc. I looked at several leading solutions before deciding on Freshdesk but they required me to follow a mandatory process / workflow or their customization options were limited. Freshdesk surprised me with all it was packed with. I haven't had to contact Freshdesk support on many occasions over the past 3 years but they were always fast and friendly when I did require some help. Cons I can't think of any cons really. The service is always available when I need it and always works. I highly recommend giving Freshdesk a shot if you are shopping for a ticketing solution. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.