# Page 16 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 16 - 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 16 - Reviews of Freshdesk ## Showing most helpful reviews Showing 376-400 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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, Freshdesk 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 Freshdesk 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 Freshdesk'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 Freshdesk 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 Freshdesk, 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 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, freshdesk 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, freshdesk 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. Freshdesk 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 Freshdesk 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 VR Verified Reviewer Associate Product Manager Computer Software Used the software for: 6-12 months ### "great customer support tool for SMBs and mid-market companies" March 3, 2024 5.0 Pros \- Easy to use and navigate - Efficient and organized ticketing system - Great customer service and support - Customizable dashboard for personalized information display - Gamification feature to keep agents engaged - Extensive integration options with other applications - Two-factor authentication for enhanced security Cons \-Pricing tiers may be on the higher end for small businesses - Basic search function takes you out of the list view Review Source Umeed M. Frontend Developer Non-Profit Organization Management Used the software for: 2+ years ### "Excellent service for managing and monitoring customer support and engagement" November 12, 2018 5.0 I am a Front-end developer, and Freshdesk honestly makes it so much easier for me to manage prioritize and delegate a variety of tickets. Being able to track KPIs, and monitor how my team is doing, and keep historical information in one area with a pretty decent search tool. So I am very happy my organization chose to stay with Freshdesk. Pros Ticketing system is absolutely the best feature, it's very flexible and allows for break downs of the types of tickets (call in, email, agent, with additional classifications that you can label yourself). This goes even further into reports and analytics when you need to figure out what kind of tickets are you receiving the most about, which can help create effective business and use cases. Reassigning tickets, the follow ups, monitoring other tickets assigned to other agents automatically because you were tagged in it either by note or by providing a response which is very handy. The overall cleanliness of the Freshdesk platform is superb. Cons only one thing I didn't like is not being able to do batch downloads of files, understandably I was informed that our developers could use the API function to enable batch downloads so at least we have an alternative. Review Source OG Oceane G. Customer Support Executive Real Estate Used the software for: 6-12 months ### "Freshdesk is a great tool for a customer support team" August 9, 2023 5.0 Pros It's easy to use and helps us to help our customers efficiently in line with our SLAs and the reports about our performances are really helpful Cons The fact that we can't capture what people are typing to search on our help desk/article library. Review Source Prince B. Facilities Manager Real Estate Used the software for: 6-12 months ### "Call Center Management " April 10, 2023 5.0 Freshdesk helps to better understand customer support operations. By analyzing data such as ticket volumes, response times, and customer satisfaction scores, businesses can identify areas for improvement and make data-driven decisions to optimize their support operations. Pros Freshdesk's call center management features allow businesses to manage customer calls more efficiently and effectively with features like call routing, IVR, and call recording, businesses can ensure that customers are connected with the right agent and receive high-quality support. Freshdesk is a user-friendly platform. Its intuitive interface and well-designed features make it easy for businesses to get started and manage their customer support operations effectively Cons I have issues with certain integrations, such as difficulty with data syncing or limited functionality. It can be challenging to get the specific data you need. Review Source VR Verified Reviewer Technology Coordinator Government Relations Used the software for: 2+ years ### "Great product for Customer Relations Management!" October 27, 2020 4.0 Freshdesk has been a great product to use for us, it's easy to use and set up and provides a much needed cost effective service. Pros This product integrates seamlessly with Google which is a huge plus for us. We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software! Cons I really like working with this product, however, we have had a few instances where emails wouldn't come in and there was an update we didn't know about. We were able to resolve the issue quickly. Reason for choosing Freshdesk This product is cost effective, as a responsive customer support group, and provides continual updates and features. Review Source VR Verified Reviewer Instructional Designer & Senior Trainer Outsourcing/Offshoring Used the software for: 1-2 years ### "One of the better options available" October 19, 2017 4.0 We have a great and effective tool for managing our customer interactions as well as our customer support articles. Pros This software is incredibly user-friendly and jam-packed with features and plug-ins. It has the ability to support multiple products and can have multiple user portals (knowledge bases) which is key for large corporations with multiple sub companies that are not related. Everything can be in one place, and everything can be segregated by group and by employee. Lots of automation features available, including ticket routing, templates, solutions, scenarios, filtering, and more. Can connect with social media accounts to manage Facebook and Twitter communications with customers. There are so many things you can do with this ticketing system that there just isn't enough time to go over everything and explain just how wonderful a tool this is. Cons The only major cons are billing, which is comparable to other similar programs, but this per-user pricing is kind of ridiculous that all of these systems have adopted. I realize that they need to have money, but for an account that is merely a rep that answers tickets vs an administrator account that needs access to everything, there should definitely be a difference in pricing. Integration with other systems, depending on the system, can be painful at times. Integrating into other sites is possible, but would require real programming. Although the portals are fully customizable via CSS and have some color and font options available, there are no templates to choose from, and no wysiwyg editor to do so. Having the ability to build your portal to match your website is vital, but difficult for non-web designers. Review Source Triloky M. Software Developer Information Technology and Services Used the software for: 2+ years ### "Easy communication" May 17, 2019 4.0 We keep track of the requests made by clients by Freshdesk and consistently work on the tickets issued. The responses provided by us are very quick and it satisfies them. We keep checking for any new requirements made by clients and this way we keep time bound for the solutions. Freshdesk makes the communication very smooth. Pros The most important thing we liked was making of tickets for the calls and they are done with different operating processes. There is good synchronization for the contacts which are automatically saved in the databases. The communication is very smooth which helps us to make clients aware about the things which are achievable and regularly update them about the same. It is very easy to learn and operate. The best thing about this software is that it completely scalable and we can configure it according to our needs. It has some very nice integrations under it's hood. Cons The migration of system is very hard and we have to do it manually for some tickets to skip the loss. There needs to be makeover for the tickets form. The launching of surveys from the application is not given which can be improved. Also integration with some softwares like Trello is not good. Review Source Jose A. Estudiante Writing and Editing Used the software for: 6-12 months ### "Buena aplicacion" February 6, 2023 4.0 Pros Una de las principales ventajas de Freshdesk es su capacidad para centralizar y organizar todas las solicitudes de soporte en un solo lugar, lo que facilita la gestión de las mismas por parte del equipo de atención al cliente. Freshdesk también ofrece una amplia gama de herramientas de automatización, como la asignación automática de tareas y la generación de informes detallados, que ayudan a optimizar el tiempo y la eficiencia del equipo de atención al cliente. Cons Uno de los mayores contras de Freshdesk es que puede ser un poco complicado de configurar y personalizar, lo que puede llevar a un tiempo de inactividad para los usuarios. Además, puede haber limitaciones en cuanto a la integración con otras herramientas y servicios que la empresa utilice. Para mejorar Freshdesk, se podría trabajar en la simplificación de la configuración y personalización de la plataforma. También podría ser útil añadir más opciones de integración con otras herramientas y servicios. Además, podrían ser útiles mejoras en la funcionalidad de automatización para ayudar a los usuarios a optimizar aún más su tiempo y eficiencia. Review Source Atul K. Technical Team Lead Information Technology and Services Used the software for: 2+ years ### "Go-To CRM Tool With Fantastic Customer Service" February 9, 2023 5.0 Simple to use in all departments. The SLA monitoring system and client communication tracking features of Freshdesk are excellent. It is simple to launch, explore through, and edit. Pros Specific tickets can be transparent to and visible to various team members. There are numerous reports that you can use to track the status of your team's work on various issues. FreshDesk is simple to use and includes many hints and tips and shortcuts. Their customer service is good. Cons To get started, it is a little complex, and you will need some basic training. Reporting might be made better. Review Source Thabo M. Managing Director Mining & Metals Used the software for: 2+ years ### "TMI-SSP (PTY) LTD" January 16, 2020 5.0 Wonderful, I really like their 24hrs support system Pros With 5 years in business, we started seeing change in our revenues and employee behaviour in the last 2,5 years of using FRESHDESK. We stopped for sometime thinking maybe we could continue without these tools and a huge gap opened up thus we had to go back to the tried & tested. Cons Ease of business Friendly Interface Work Anywhere (App or Web) Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It is tried and tested within my company It has 24hrs support Quick response to customer queries Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) They rely too much on chat bots The only person who spoke to me was their sales rep when she was selling me their product Poor response time to email queries (support is too slow) No 24hrs support Review Source VR Verified Reviewer Client Services Director Computer Software Used the software for: 1-2 years ### "It Just Works...and Works Well" December 2, 2019 5.0 Pros The Freshworks applications are all easily integrated with each other, which makes it easy to set up. The apps in the marketplace make it easy to integrate with most other systems, which is great. I evaluated several products over a week and weekend, standing up different trials for a proof of concept. Freshdesk was the only one that I was able to get started with a minimal amount of configuration. As in, it took me an hour to stand it up, create users, generate test tickets, create responders - almost within an hour. It was insane how much easier it was than the competition. Additionally, the pricing was easy to understand and flexible enough to grow as we grow. Cons It would be great if Freshworks could get on board with some of the new companies like Front, Canny, and Notion. These are great tools that could benefit the support process and especially how we work, but there are no apps for them. Also, I \*really\* want better import and export of support articles in the knowledgebase. It is a pain to try to move from another system or keep dual sites synced. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source RW Rob W. Director, IT Hospital & Health Care Used the software for: 2+ years ### "Good value and good features" May 13, 2019 4.0 Overall it's been great. They respond to email and phone based support requests quickly and their support people know the product and know what they're doing. You can tell by the evolution of the UI over the years we've been using this product that they do continuous development and are working actively to maintain their system in a market place that changes all the time. They actively reach out to their customers and ask for feedback and suggestions as well. This product feels like a "big" product like "desk" of the larger ticket systems but it also feels "small" because they are east to reach out to and talk to you like real people. Pros The user interface is very easy to use. You can sort, filter and tag tickets. They have canned responses for making answering common questions easier. They have a "solutions" system (like a knowledge base or wiki for documenting things for customers) and forums to allow clients, customers and agents to discuss issues. Cons The solutions area could be made a lot better. It does the job and it's easy to use but I'd like to see more granular security. Presently you can restrict to groups but it's like to see restrictions by sub groups. For example, Agents are a group. IT people are a sub-group of Agent. Some solutions are for IT people only. I would also like to be able to easily mass-email customers and groups of customers or companies. I'd like to see more affordable SMS/Chat based ticket options as well. The one SMS integration they have with an external vendor is priced well outside the affordability of most small and medium businesses. Their apps for mobile are also very good. Review Source Qasm A. Reception Computer Hardware Used the software for: 1-2 years ### "Freshdesk" July 9, 2023 4.0 I loved it and would like to see new developments Pros The program is fast and does not consume the net as much as other programs Cons The program is a little complicated and needs to simplify some things Review Source Talk to a Capterra advisor for free and get results within 15 minutes.