# Page 14 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 14 - Is Freshdesk the right Knowledge Management solution for you? Explore 3434 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 (3434) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 22nd, 2026 # Page 14 - Reviews of Freshdesk ## Showing most helpful reviews Showing 326-350 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 (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 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 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 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. 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 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 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 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 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. 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 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 , 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 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 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 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 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 . 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 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 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: 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 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 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 ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.