# Page 16 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 16 - 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 16 - Reviews of Freshdesk ## Showing most helpful reviews Showing 376-400 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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, 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/) 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 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 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, 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 '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 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 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 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 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 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 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 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 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 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 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, 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 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 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 RW Randal W. Managing Partner Computer & Network Security Used the software for: 2+ years ### "Powerful Ticketing System" February 24, 2022 4.0 We never fully committed to the platform. In the end, we went with another solution that suits our simpler needs perfectly. I don't doubt that this is right for many companies, just not us. Pros It was fairly easy to get setup and going. The look and feel was good. It was fairly intuitive, and once you get the hang of it. Cons It had too many features that we didn't need, which complicated the use of it. I'm sure this is the right fit for a larger company who can use all the extra features, but we needed something much simpler. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Price was a factor, and I was one of the firsts on the platform. Review Source VR Verified Reviewer CEO Marketing and Advertising Used the software for: 2+ years ### "Freshdesk has been a solid customer support product for years" May 9, 2021 4.0 We spent months looking at alternative support and knowledgebase options. From self-hosted to SaaS, offered what we need to support our customers at a price we can afford. While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly. Pros has been an integral part of our web agency for 4 years. We use it daily to interact with customer support tickets. Having looked at many alternative support tracking and knowledgebase software, Freshdesk remains the most intuitive and powerful out of the SaaS alternatives we've tried. Cons Some new customers report issues creating a support ticket after account creation, though this may be due to 's robust security features. While this is not a common occurrence, it is an issue we're tracking. In terms of knowledgebase creation, we love the advanced features out Freshdesk, however navigating between articles is cumbersome to design and could be easier to manage. Review Source NF Nicolas F. CEO Sports Used the software for: 2+ years ### "Freshdesk: Professionally log, track and attend customer support queries" June 14, 2023 5.0 took our business to another great level, for we have completed eliminated human mistakes, absences, lost tickets from our operations. We are on the way to the perfect customer support experience and Freshdesk has assisted us in this, all the way! Pros Before using , it did happen on several occasions that customer queries were lost or remained unattended. With Freshdesk, we made a huge leap, by automating reminders and setting priority levels to support tickets. Since then, our customer support experience considerably improved, becoming one of the best for our industry. Cons To be honest, they are really great and I find no dislike as such at this current moment. An improvement would be to offer additional means of payment. Switched from [NationBuilder](https://www.capterra.com/p/130934/NationBuilder/) NationBuilder abrupt price changes and high pricing. Review Source VR Verified Reviewer IT manager Retail Used the software for: 1-2 years ### "Great ITSM product for most of companies " March 20, 2023 4.0 All in all, I would say this application will worth the money if you’re in a regular company with normal requirements not complicated customization. Pros I’ve used different ITSM/ ticketing systems, this product has an advantage over them which is how it has been created with a really clean UI. Cons If could add more functionality such as change management, more powerful asset management would be great. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Asset Tracker for Jira](https://www.capterra.com/p/172468/Asset-Tracker-for-Jira/)[ManageEngine Mobile Device Manager Plus](https://www.capterra.com/p/132201/ManageEngine-Mobile-Device-Manager-Plus/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source SB Sheldon B. CEO/Founder Financial Services Used the software for: 1-2 years ### "Fantastic alternative to expensive Hubspot" May 21, 2022 5.0 I have had a fantastic experience with both the software and customer service. Bang for buck is right on. Great UI/UX all around and make sure we are able to receive feedback through various channels and integrate with Jira. Pros Overall cleanliness and ease of use for everyone on team. Great integrations. Fantastic customer support you won’t find elsewhere. Meets all of our needs and all issues or concerns always resolved quickly. Cons Make the chat feature a bit more beautiful would be nice. Some opportunity for functions and beauty there. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Overall simplicity of use, good design, and overall value for money. Much more worth it Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Overall value for $ much better at Review Source regan T. manager Computer Software Used the software for: 6-12 months ### "Great Helpdesk Solution with Easy Integration" May 21, 2023 4.0 Overall, our experience with has been positive. It has helped us solve various business problems related to customer support and ticket management. The benefits we have realized include improved response times, enhanced team collaboration, and better customer satisfaction. Pros has been an excellent helpdesk solution for our business. The features it offers are highly impactful, especially the intuitive ticketing system and the automation capabilities. It has made our customer support process efficient and streamlined. Cons While is a great software overall, there are a few areas that could be improved. We found that some advanced reporting options were missing, which limited our ability to gain deeper insights into our support operations. Additionally, the initial setup process required some assistance to integrate with our existing business processes. Review Source Phil J. CEO Marketing and Advertising Used the software for: 6-12 months ### ""Freshdesk: The ultimate customer support solution"" January 27, 2023 5.0 Businesses who are searching for an all-encompassing customer care platform might consider as a viable option. Although it provides a wide variety of functions and connectors, some users may find that it is sluggish, and the reporting features are not sophisticated.However, it offers a user-friendly interface and a customizable ticketing system, which are both advantages. Pros Interface that is simple to useAutomation tools to streamline support processes Customizable ticketing systemIntegration with a wide range of third-party applications and servicesSupport for multiple channels (email, phone, social media, etc.) Cons Some customers have complained about slowness and performance concerns with the system.limited skills for reporting and analyticsCertain features, like the knowledge base, could need more setup and configuration. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[Helpshift](https://www.capterra.com/p/150923/Helpshift/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk , a complete customer care software, helps firms handle client enquiries and support operations. It offers an easy-to-use interface, a customized ticketing system, and automation capabilities to streamline help. Freshdesk lets clients contact them via email, phone, and social media. Freshdesk can also integrate with a multitude of third-party apps and services, making it more adaptable. Companies searching for a comprehensive customer care platform to boost customer help efficiency might consider Freshdesk. Review Source MH Matt H. Warehouse Associate Hospital & Health Care Used the software for: 1-2 years ### "Very Good Ticketing System for IT departments" May 23, 2022 5.0 Pros I like how there are separate tickets for incidents and service requests, it helps narrow down emergencies. I also like the customization ability for queues and roles, and the ability to restrict them from viewing others content. Cons I do not like that I am unable to add someone to the notifications bar if I am editing a note. I do not like receiving more than one email when a ticket is assigned to me directly (one for group notification, one for personal assignment notification.) Review Source Simone P. Informatico Computer Hardware Used the software for: 1-2 years ### "Miglior piattaforma per la gestione dei clienti." November 15, 2023 5.0 Utilizzo questa piattaforma da ormai un anno , mi ha migliorato e semplificato la comunicazione e la risoluzione dei problemi dei miei clienti in tempo reale. I clienti restano soddisfatti e valutano il servizio eccellente ed impeccabile . La consiglio a tutti coloro che hanno una piccola ma soprattutto una grande impresa , migliorerà l'esperienza del cliente. Pros Ho apprezzato tantissimo come vengono gestite le richieste dei miei clienti , in modo tale da poter risolvere i problemi in modo efficiente e immediato. La chat in tempo reale mi ha permesso di interagire e risolvere nell'immedito i problemi dei clienti. Cons Non ho riscontrato alcun problema , consiglio a tutti questa piattaforma. Review Source AM Arindam M. Freshdesk Admin Logistics and Supply Chain Used the software for: 6-12 months ### "Freshdesk is an awesome ticket management tool" May 22, 2021 5.0 Pros Automation is one of the coolest feature in this software. We used to manually assign the tickets which ended up in lots of tickets being unnoticed or unassigned because of the human error; however, since we have automated 90 % of our volume, we have saved not only time but reduced our error rate drastically. Cons There is no view only access to our agent. You have to buy day passes for the temp employees which are pretty costly. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing Freshdesk As the number of agents were increased from 180 to 256, seems cheap and best tool to use. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was a little costlier as the number of agents were increased from 180 to 256, seems cheap and best tool to use. Review Source RE Richard E. IT Consultant / Owner Computer Networking Used the software for: 2+ years ### "Take control of your support desk and function!" December 23, 2022 5.0 It’s changed our service desk and the level of service we now provide to our end customers. Quite simply once this is setup correctly it will transform your customer experience… Pros I don’t know where to start; this software streamlines our support function, interaction with key customers and is an invaluable tool to look back on those requests. Cons There are certain features that are easier on a PC. I guess making those that bit easier on the mobile app would be the only thing left to look at. Overall a fabulous product. Review Source GL Gabriel L. Support & Onboarding Information Technology and Services Used the software for: Less than 6 months ### "Very happy with this purchase" November 29, 2019 5.0 I am currently the only person responsible for customer support in a small company. made it much more easy for me to manage support tickets due to SLAs, automations, etc. I used to have to do pretty much everything manually. We'll be adding new users soon because of this great experience. Pros Ease of use. Reasonable price. Otherwise, I like the way tickets can be prioritized with SLAs, status, etc. Canned responses and automations are great too. Cons The automations, despite being very nice, are somewhat limited in terms of what they can do. Sometimes I'd like to go a little further than what they can offer. It's often just little details, but it could make a big difference. Here are a few basic examples: 1) IF field is empty, THEN send a notification to the user with a message saying that it has to be updated. This is not possible since we can't have an automation triggered by a field being left blank. 2) Only the custom fields with drop down lists can be used as triggers for automations. Also, I'd like to be able to have the SLA based on the expected first response rather than the expected resolution. Overall though, it makes my job a lot easier. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The price mostly. While Zendesk had cheaper plans, the plans had more features for the same price. Zendesk overall had a few more features, but we would have never used most of them anyway and Freshdesk seemed easier to configure and customize and it looked better in my opinion. The ticketing systeme is just great. Everyone asked was talking about Zendesk, yet I found it somewhat underwhelming. Switched from [IBM Targetprocess](https://www.capterra.com/p/147228/Targetprocess/) TP is really good for development projects, but it makes absolutely no sense when it comes to giving decent customer support. No SLAs, no prioritization, no notifications, no automations. 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. 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