# Page 15 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 15 - 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 15 - Reviews of Freshdesk ## Showing most helpful reviews Showing 351-375 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 HB Holly B. Technical lead Education Management Used the software for: 1-2 years ### "Elevating Customer Support" June 8, 2024 5.0 Pros When a customer submits a support request, it automatically creates a ticket and prioritizes it. This ensures that no issue goes unnoticed, and I can provide timely support to my clients, improving their overall satisfaction. Cons Its occasional lag when handling multiple tickets. It can slow down my workflow during busy periods. 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 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 ## 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.