# Page 15 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 15 - 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 15 - Reviews of Freshdesk ## Showing most helpful reviews Showing 351-375 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sasita M. Software Engineer Computer Software Used the software for: 2+ years ### "Freshdesk Experience" July 8, 2021 4.0 We can easily keep track of tickets assigned, resolved, and closed from each employee. It is very easy to use and effective. Pros We have been using Freshdesk for our task management in our company. It is very easy to use and tasks can be easily monitored and assigned. Task Reporting of employees is also very easy to generate. Cons Moreover, it is very useful and easy to use but sometimes they are taking a long time to load and keeps asking for logins even though we have already logged in. Review Source Andrea G. CMO & Co-founder Consumer Electronics Used the software for: 2+ years ### "The best alternative to Zendesk" April 28, 2022 5.0 We set up our ticketing system and built our help center portal with a custom CSS solution and it adapts perfectly to our needs Pros Workflow and automations works really well. It's super easy to use and UI is very well-designed. If you start using it you become a power user in few days. Cons There's nothing in particular I don't like Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Price and some limited feature on the Zendesk Basic Plan Review Source VR Verified Reviewer Project Manager Information Technology and Services Used the software for: 1-2 years ### "Freshdesk for Web Design Project Management" October 16, 2023 5.0 Freshdesk was paramount in our success as a web design company and was a key part of our goal of taking care of our customers. As a remote company, the ability for all of us to see/respond/reply to tickets was an exponential win for our team and our customers. Pros Freshdesk made tracking support tickets so seamless. The ability to receive support ticket updates via email, and then respond in Freshdesk was incredibly important to our company. At any given time, multiple users could jump into a ticket, and provide notes/background, attach files which helped our company stay on top of tickets. Cons Freshdesk metrics could use some help to better quantify the workload that is attributed to an individual user. It was difficult to say how many tickets a PM or support manager had closed/responded to at a glance. Review Source VR Verified Reviewer Franchise Support Manager Internet Used the software for: 1-2 years ### "Great system to manage inbound queries effectively" July 13, 2018 4.0 Pros \* Agent collision - so much time is saved not having staff looking at the same ticket and dealing with it. \* Customised list view for agents - allowing staff to determine what tickets they wish to view and easily jump from one view to another at a click of a button. Cons \* Ability to BBC not possible when sending a new email yet this is a standard feature with email clients. \* Jump to the top of screen anchor has disappeared on the ticket view in Mint UI. There should be an anchor at the bottom of the screen to jump to top so agents can quickly get back to the top to see the requester's original query. Whilst I'm aware that the keyboard shortcut 'Home' can be used, many users will not know this. \* Text formatting requires an extra click on Mint UI to get to the formatting icons such as Bold Link, etc. Previous UI had the text toolbar showing so it only took a single click to say bold text. \* Forward icons needs to show on each ticket reply element. The new interface now requires an extra click to a \`more' icon to the select \`forward. This should be reverted. \* When forwarding an email it takes you to the body text area rather than the field above which is the \`send to. Additionally, because we use an email signature, the cursor selects at the end of the signature. \* Functionality of forum isn't great and the relationship with tickets is poor. Review Source Kelly M B. System Engineer Information Technology and Services Used the software for: 1-2 years ### "Freshdesk is an excellent help to provide better support" January 9, 2023 4.0 Excellent submission Numerous reports allow you to keep tabs on your team's issue tracking progress, as well as see what kinds of issues are being raised and how long it's taking to fix them. Such advanced analytical reports will be beneficial to your company. Pros FreshDesk is user-friendly and packed with helpful tutorials and advice. While the online knowledge base is helpful, the Live Help feature and staff are fantastic. It's easy to connect with FreshChat and FreshSales, giving us a complete picture of our interactions with customers. Cons With so many options available in FreshDesk, it can be difficult to know where to look for a specific feature; however, a search bar is included. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) From a triage standpoint, Freshdesk proved useful. It helped us consolidate tickets in one place and sort them accordingly. Even the interface was simple and straightforward. Review Source VR Verified Reviewer Customer operations manager Computer Software Used the software for: 2+ years ### "Let down by reports " July 6, 2023 5.0 Pros The system itself is great and does everything I need. I have used across two companies and it suits our needs and helps us greatly. It’s user friendly and quick to set up. Cons New analytics suite isn’t very good compared to the previous reporting they had available. Constantly wrong data Review Source Diego C. Real estate agent Real Estate Used the software for: 6-12 months ### "Putting Freshdesk to the test" December 23, 2023 4.0 Free should always be taken advantage of, so I am happy to add more features to the company. Pros The best thing is its ability to be used by any personnel, although it would be optimal if they are people with experience in customer service. On the other hand, the prices are economical, including free of charge for less than 10 users. Cons It seems to me that the software customization is a bit rigid, it does not allow many modifications like other programs. This could limit the contributors. Review Source KG Karen G. Executive Assistant Accounting Used the software for: 6-12 months ### "Stop forwarding emails now" May 21, 2018 4.0 Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. The functions in the free version are fantastic. Help desk, HELPS, but responding quickly. All private messages on a ticket or message are kept together with the email chain and kept private (unless you want the client to see the message). Recommend this product Pros I love the interaction with our team members. It's so easy to 'assign' emails to the correct department and the correct person within that department. Forget about hitting the forward button again, and having your team mates emails clog up with FWD: subject lines. You are also able to privately leave notes for your colleagues that the client doesn't see, but remains with the email chain! Happy days indeed. The customer service is great - even with the free version! - and you'll hear back very quickly about your queries or concerns. Nothing is too big or too small for them to respond to. Also, you can set-up response times, and review how the team is going reaching the company's response time. This is a great function to see how your team responds to clientele and also to see the average resolution time of tasks. You're also able to change timezones so that this reflects more accurately. Love, love, love the autoforward function, ie. if this email address @123abc.com sends an email it automatically gets assigned to this person in the team and this group. This isn't 100% accurate, but it's helped save time overall with minimal unassigned tasks coming through. Cons By setting up groups and team members of those groups, unfortunately if you assign it to the person & the group they'll get 2 email separate email reminders for the same email. We get around this by simply assigning it to the person in the group responsible, and they themselves apply it to the client group. Another thing that is a little annoying, is if you apply it to a group - it leaves the email in 'unassigned' on the dashboard. Only if you apply it to a person will it remove it from this section. Again we just ensure we assign it to an individual. Review Source HV Hendrik V. Co-Founder Information Technology and Services Used the software for: 2+ years ### "Easy to use, easy to keep an overview!" October 19, 2023 5.0 Easy to use and to learn for short term colleagues. Would definitely recommend. Pros We were looking for a tool to start administering our tickets and keeping overview of it. This tool made it easy to do that and assign the needed tasks to the relevant colleague. Cons Sometimes a bit more flexible in the different sku’s would be really nice. But that is a company choice. Review Source Liliane A. Ceo Research Used the software for: 1-2 years ### "Aplicativo de milhões " June 11, 2023 5.0 Sem palavras, me trouxe bastante retorno Pros Me trouxe flexibilidade no meu trabalho. Cons O design, mais é o de menos, o serviço é muito melhor, é o que importa Review Source VR Verified Reviewer Operations specialist Information Technology and Services Used the software for: 1-2 years ### "Customer service as it should be" January 17, 2023 5.0 A very big problem has been solved through this program, which is its availability and its branching in this field. Now I do not need in my work to manage the customer service department. This program is bad only. Pros The most important thing is that it is branched and has more than one feature to serve our customers and follow up on their complaints or suggestions, whether through live chat, messenger, or WhatsApp and calls, as well as following up tickets and not delaying in responding to customers. Cons For me, I did not work on any other program before Fresh Disk. Therefore, from my point of view, I do not see any defects in it that interfere with my work or lead to my delay in responding and solving customer problems or following up with them. Review Source Sushant K. Co-Founder Education Management Used the software for: 2+ years ### "Great tool to provide superior customer experience" August 31, 2022 4.0 Pros Integrations within the Freshworks product suite make things super simple. I liked the smooth integrations with Freshchat and Knowlarity. Freshdesk also provides the API to fetch all the data to push to our internal system. We used that to build our reports on top of Freshdesk. Cons Reporting around ticket management can be improved. We had to build our internal reporting while using Freshdesk. The combined reporting of Freshchat & Freshdesk would have helped a lot as well so that we don't have to look into two different systems. Also, their Freshchat bots were very expensive so we relied on our internal categories. Alternatives considered [Verloop](https://www.capterra.com/p/172660/Verloop/) Review Source Danial D. Sales Manager Information Technology and Services Used the software for: 6-12 months ### "'Best Software for support'" March 14, 2022 5.0 Whenever I had problems due to server down, Freshdesk gave support ASAP. Pros Best software for the startup companies, I have used this software in my previous office which is very flexible in terms of CRM and also very useful for customer support, I was able to manage all our client's details for business use. It gives the best services like Chat, Phone calls, Email Ticketing, Chatbots, CRM details. Cons \*Expensive in terms of chatbots. \*Free trials are for limited days. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Freshdesk is a very good CRM for startups. Review Source KM Karen M. Lider Posventa CEDI Logistics and Supply Chain Used the software for: 6-12 months ### "Freshdesk para gestión de PQR (Peticiones, Quejas y Reclamos)" June 19, 2023 4.0 Por medio de la plataforma hemos logrado dar seguimiento a los PQR's y con ella su solución, ya que permite catalogar prioridades así como los tiempos de vencimientos que se tienen para dar respuesta. Pros La facilidad de asignación, la visualización den tiempo real de los casos que tengo pendientes por gestionar, así como la gráfica que permite ver el aumento o disminución de los seguimientos, la posibilidad de clasificar los tickets de acuerdo a usuarios y a su vez la totalización de los mismos Cons Muchas veces requiero configurar mi panel de visualización para que por defecto me traiga un usuario y no es posible hacerlo, tengo que verlo a través del grupo y luego seleccionarlo. Adicional, es importante para mi descargar información y esta descarga no es tan intuitiva, se requiere dedicarle un lapso de tiempo utilizando el ensayo y error para lograr descargar lo requerido. Review Source Jonathan P. Technology Director Education Management Used the software for: 2+ years ### "Best Help Desk System Hands Down" November 13, 2018 5.0 Freshdesk has been an awesome product. It has saved our Technology Department countless hours in documentation and turn around time. It is also easy to setup and get up and running. Pros The best part of Freshdesk is that it is web based and they have a great mobile app that complements the software. It makes it extremely easy to have access to tickets at all times. They also have great features like canned responses and group ticket assignment. One of my favorite features is the custom ticket fields that can be created and then sorted in the system to give technicians an in depth view based on data like building/location - room/etc. The other huge advantage is that you can try the software for free with a decent amount of base features to see if it will work in your environment. You can then upgrade at anytime and carry your data over with you should you want to add some of the mid tier features. All around it is the best help desk system I have ever used and I have used just about every other vendor out there. Cons The only thing that I dislike about the software is the collision detection being a premium feature on the two highest packages. This should be included on all packages. Other than that though I cannot complain. Review Source KG Kai G. Owner Management Consulting Used the software for: Less than 6 months ### "Fresh, Works." October 9, 2018 5.0 get it if you can afford it and have the team to support it. otherwise if you're just one? walk away son,.... you're done. Pros If you're looking for something that has just the smallest amount of customizing but is built very polished right out of the box, this is your product. The integration with the suite is nearly flawless, and I gave it a solid 2-month trial to see if it was right for me. The only reason it wasn't is that I'm a solopreneur, and as counterintuitive as it might sound, Freshdesk can easily be run by one person or 500. it's that scalable and built with the intent that a small team could be comprised of 4-10 people, and every single part of the software you can master in two weeks, and yet still find it surprisingly comfortable. Cons it's meant for at least a small team. one person by themselves can't run the whole show, which, oddly enough, having 35 more pieces of software, you can pull off with ZOHO. or at least I can.. I'm entirely into Zoho for the price. I just simply couldn't afford freshdesk's solopreneur pricing. it's not for freelancers, it's for teams... minimum 5 people before you're making full use of the suite which all came from freshdesk. (yes, I'm talking about the suite freshworks as if it was desk... trust me, you don't want just the desk...)... this is a rare case where they pull off a near perfect piece of software, but price out the little guys so that we don't get to play with their toys... but then again, I did say it was only semi-customizable. it's not like caspio or Zoho creator or a number of other CRM suites which have moved well into the low/no code markets by making their own flagship products with their own entry-level builder, just to show what it can do if you actually use it to it's potential.... freshdesk has limited potential, but unlimited freshness, oh.. and it's probably good that they make it unaffordable to the little guys, because this is not entry level software... you HAVE to know about crime and ticketing and VoIP and all that jazz before you touch this. I have about 10 years dealing with CRM's, and they are almost starting to catch up to how I feel they should work... freshdesk, it's an almost. with not much for options to make it my own, even if i cuuld afford it. Review Source AA Azhar A. Founder Marketing and Advertising Used the software for: 2+ years ### "The Customer Support Goldmine" May 15, 2023 5.0 Its wonderfull Pros Freshdesk is the all in one customer support system. which provides ticket management system, knowledge base, multi channel support system, call features and much more at one place. Cons Freshdesk is just in begining stage it lacks advanced features so we can't use it for advanced work. but a small business can use it hassle free. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk is cheaper then all these roducts and a value for money product Review Source VR Verified Reviewer Sales Engineer Team Leader Computer Software Used the software for: 2+ years ### "Seasoned Support Manager " February 19, 2022 4.0 Pretty good but support team were not ideal. Salesforce integration was horrible and took them too much time to fix it Pros The price was right, gamification helped motivating my reps. Cons Knowledgebase looks bad and they charge you extra for customization Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing Freshdesk Pricing Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk pricing were outrageous Review Source VR Verified Reviewer Dean of the R365 Academy Computer Software Used the software for: 2+ years ### "A solid product that limits the features on the mid to lower tiers" October 8, 2018 4.0 We use Freshdesk for ticketing, knowledge base, user forums (just getting started with this) and for chat support. Overall, it has been a positive experience. There have been minor issues, as there are with all software, but I have been impressed with the support I have received from Freshdesk in times of need. I wish that they would be less restrictive on the middle tier for customization. Also the URL obfuscation when working on solution articles is incredibly annoying. I came from a Wordpress background and find Wordpress to be a much better experience for managing a knowledge base than Freshdesk. Pros We've been using Freshdesk for about 4 years now and have seen the product grow and improve, as we ourselves have grown and improved. We recently migrated our knowledge base to Freshdesk and have enjoyed the one-stop shop for all things support. It does a good job of integrating the ticketing system with the knowledge base. Cons It seems like all of the minor things that we want are always one or two tiers up. While Freshdesk isn't the most expensive solution, it wouldn't make sense for us to go up a tier to get these minor features we are seeking. So it is frustrating that minor features (such as customization in the Solution articles) is only included for the higher tiers when it would benefit all users. Review Source RM Raymond M. IT Professional Information Technology and Services Used the software for: 1-2 years ### "Freshcaller Needs More Improvement" August 16, 2023 3.0 Pros The helpdesk is very powerful, ticketing and ease of integration Cons Frehscaller callcenter is very poor in the african region Review Source MP Matthias P. Trainer & Customer Support Ingenieur Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Ffreshdesk is a very good tool" August 17, 2023 4.0 Freshdesk helps me to organize my support job for our customers. Pros I like the ticket system and the information per mail in case of changes to the operater of the ticket. I like that I see an icon if another colleague watches the same ticket. And I liket the good support from Freshworks members about freshdesk iself. Cons I dont like an error messsage. I would like more flexibility with incomming emails inside a ticket. Review Source SM Samuel M. Software Developer Design Used the software for: 6-12 months ### "Freshdesk the Best Option" November 21, 2022 5.0 Awesome software to work with that makes work really easy. Would definitely recommend anyone. Pros It's simple to use; you can easily set it up and begin using it in a matter of minutes.Users can avoid the headache of server maintenance because the program is web-based.They can receive regular updates on new functions and features.Regarding integration and functionality, it is quite adaptable and adjustable.The provider provides dependable technical assistance, and their friendly representatives respond quickly to your concerns if you run into any issues with any feature.It has a lot of information stored in it, including FAQs, which aids new users in resolving problems independently.Cheap Cons A small improvement should be made to the reporting module.The premium prices per agent are a bit expensive. Review Source MDMI MARIA DEL MAR I. rrhh Human Resources Used the software for: 2+ years ### "AAPP MUY ÚTIL PARA TU EMPRESA" December 18, 2023 5.0 Freshdesk es una app que hace que tu día a día en la oficina sea má llevadero, facilita el trabajo y la comunicación entre los trabajadores, ya que a través de esta app se puede solicitar material al servicio técino y te lo envian a casa si estas teletrabajando. Si dudas, es una app que la recomiendo 100 x 100. Pros Lo que más me gusta de FReshdesk es su fácil manejo, pueden utilizara todo tipo de usuarios. En mi empresa la utilizamos para solicitar material de oficina al servicio técnico. Dejas un ticket puesto y cuando lo ven te reponden y te facilitan lo qu ehays solicitado. Cons Por poder alguna pega, lo que menos me gusta es que no es totalmente gratuita, tiene un periodo de prueba gratis y después tienes que pagar una cuota, pero el coste es muy pequeño, por lo que igualmente la recominedo. Review Source Anthony N. Reviewer Computer Software Used the software for: 6-12 months ### "Freshdesk: Streamlining Project Management" January 13, 2023 5.0 Overall, Freshdesk is a good option for businesses looking for a comprehensive tool to streamline project management. However, it's important to evaluate the cost and customer support against the business needs before making a decision. Pros Freshdesk is a comprehensive tool that can help streamline project management. It provides a range of features such as shared inbox, automated workflows, and a knowledge base that can help businesses manage customer interactions efficiently. The platform has a user-friendly interface and a wide range of customization options. Additionally, Freshdesk integrates well with other software, which is a great advantage for businesses that use multiple tools. It also provides multiple channels of customer support, including email, phone, and social media. Cons Some users have reported that Freshdesk can be expensive for small businesses. The pricing plans may not be suitable for small teams with limited budgets. Additionally, some users have reported that the customer support may not be as responsive as desired. It could take longer to get a response or a solution to an issue. Review Source IQ Ivan Q. Ninguno Computer Networking Used the software for: 2+ years ### "Optimice su apoyo y aser felices años clientes" December 10, 2022 5.0 La experiencia en el uso del software a sido muy genial me a servido mucho Pros Por que el software es muy fácil y rápido de utilizar su interfaz está muy bien diseñado Cons No tengo ninguna queja sobre el software Review Source Talk to a Capterra advisor for free and get results within 15 minutes.