# Page 17 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - 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 17 - Reviews of Freshdesk ## Showing most helpful reviews Showing 401-425 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 '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 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 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 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 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 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. 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 . 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. 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 Brandon L. Senior Project Manager Information Technology and Services Used the software for: 1-2 years ### "Punch the tickets with Freshdesk" February 6, 2021 5.0 In terms of managing the tickets, I have found Fresh desk very reliable, because sometimes one of our agents is working on the tick and if he gets stuck the other agents has the access to desk with that, so no compromise is done on our client’s services. I am very happy with its services. Pros is an effective channel for providing great customer services. It helps me managing multiple stores and providing responsive services to my clients. It is multi dimensional tool that provides advanced kind of emailing services. I would say it provides excellent services for collaboration and providing professional support to our customers. Cons I do not have anything to dislike about , it is going well and providing the best services. Review Source Juan Pablo A. Installed Base Manager Management Consulting Used the software for: 1-2 years ### "Great ticket management software" December 3, 2019 5.0 I would gladly recommend as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it. Pros is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features. Cons The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Help Sumo](https://www.capterra.com/p/135091/Help-Sumo/) Reason for choosing Freshdesk Cost +features and it should cover the most important requirements we had at the time. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) We needed a better way to support our clients and SLAs and time tracking where urgent. Review Source VR Verified Reviewer Manager, Support Outreach Used the software for: 6-12 months ### "Regrettable decision" June 15, 2018 1.0 The only benefit we really get from Fresh Desk is a system to track new tickets. Older ones were migrated poorly, nothing is searchable by text, there is no support from their team, and we have frequent performance degradation issues. This was a regrettable decision which we are looking to rectify now. Pros Managing tickets themselves is pretty simple. The interface is easy to comprehend, even without much training. Cons This is one of the buggiest ticketing systems we have ever seen. \* Filtering is not always responsive; when you return to the ticket list, the filters are reset sometimes (and sometimes they are not), which is very cumbersome. \* Links from the automated system are often riddled with spaces that throw errors when you try to open them up. The link text does not match the hyperlink itself. \* Support is non-existent. Issues go on for years (literally, in some cases) without being addressed, despite assurances they are being fixed. \* The transition process was a nightmare. We were six months behind schedule, and the conversion was sloppy. \* There have been frequent service outages and degradation in performance in the brief time we've been with them. We have not experienced this level of performance with any other vendor. \* Calls are not returned, agents are impossible to reach, and we are extremely dissatisfied with the entire experience. We are actively searching for a new vendor already, and we have had it for less than 7 months. Review Source KV Katherine V. Gerente de Ingeniería Telecommunications Used the software for: 2+ years ### "Facilita nuestra labor diaria" February 3, 2024 5.0 Facilita el orden y la atención al cliente Pros Me encanta la simplicidad de dar seguimiento, la capacidad de ver a detalle el.ciclo de vida del tiquete. Es muy personalizable y me gusta la integración con otras plataformas Cons El nuevo panel de analítica no es tan sencillo de usar Reason for choosing Freshdesk Mejor relación precio y beneficios. La versión básica brindaba muchos beneficios. Review Source Mohammed S. IT Director Computer Software Used the software for: 1-2 years ### "ITSM tool covering SDLC in a perfect way.." July 16, 2023 5.0 great product the remove the need of manual interaction and automate the entire product lifecycle including the product support Pros ITSM tool that include the full adoption of ITIL with the support of 360 degree SDLC in a prefect way, tracking the product from initiation, development to support phases. Cons integration with CRM shall be more easy. Reason for choosing Freshdesk BMC remedy, manage engine helpdesk plus Review Source VR Verified Reviewer Owner + Designer Graphic Design Used the software for: 2+ years ### "Great tool for a support help desk " July 26, 2023 5.0 Excellent solution for a small business help desk to keep track of tickets and include automation Pros My top feature is the forward emails to the Helpdesk, this feature automatically notices that the email has been forwarded and tracks the client as the original emailer (and not myself who forwards the email), all the other systems I have tried do not have this and it is my most used, can't live without feature. Cons The features on the free plan are quite basic, but thats expected for free Review Source Abhishek P. AWS Cloud Intern Computer Networking Used the software for: 1-2 years ### "Best Cloud Software for Digital Marketing" October 10, 2022 4.0 Overall expersience of the is out of the box it helps in various CRM and customer support system but it could have been better in the pricing system so that it could be more easily accessible and affordable Pros Frsshdesk is one of the best digital marketing and customer support app it allows us to create and manage various tickets at various times. It notonly provides live chat it also helps in transfering the live chat to a phone assistance officer easily. Cons is great but it could have been cheaper so that it can be affordable by the various small scale industries and as well as by the startups.Sometimes the ticket system slows down due to usage of multiple sources at the same time Review Source FK Faith K. Fixed Support Engineer Telecommunications Used the software for: 1-2 years ### "Freshdesk Review" August 21, 2022 5.0 It was the best decision for our team. Pros This software is user friendly. It easily integrated into our systems and provided valuable data to help run the business. For company dealing with ticketing, this software comes in handy because it provides a platform where all your tasks are handled in one area also provides reports which are quite simple to create from the system. These reports are in various formats depending on your needs: word, excel, pdf,cvs, etc. Not to mention freshdesk is quite affordable for the features it provides. It's an invaluable product once you integrate it and start seeing it's benefits. Cons I didn't come across anything that didn't please me. Review Source MS Muhammad S. IT Coordinator Information Technology and Services Used the software for: 2+ years ### "Fresh Desk Ticketing System" September 11, 2018 5.0 Support is awesome and try to mimic every scenario that you have to fix your problem. Certain features lac the ability to integrate it with other third party ticketing system. Its good for small-medium level enterprises and fulfills all the basic requirement of ticketing system. Pros Adding more than one email to get tickets for different teams . Observer work like your automated supervisor or a bot that don't let the ball dropped. Dispatcher doesn't let your tickets go out of work flow . Scenario automator saves a lot of time that takes to take defined set of action for certain type of tickets. Observer is life saver not only to segregate tickets but defining a definition to it. Cons If you edit client Name in ticket field, you will lose track of all previous ticket for that particular client, lets say if you want to change the name of client for any reason, and if you do without noting all tickets for that client then you will no longer be able to filter all those tickets after changing the name. Deleting agent will make all user tickets as orphan. I think its being fixed in new release and agent become user upon deleting it. You can't automate certain things like notifying agent or making him watcher if one who is not cced on ticket want to add something to it, you have to fwd him the ticket first. It has limited user control like You can't hide customer information from certain level of users. If you don't wan't him to login from any other places other then office, you can't do this with basic plan. Review Source SM Sarah M. Warranty Advisor, Technician Automotive Used the software for: 2+ years ### "Best helpdesk software I've used" May 20, 2021 5.0 Pros This makes it very easy and convenient for us to work with all customers, vendors, new customers, sponsorships, warranties, general technical inquiries and beyond. We are a manufacturing facility that does provide our own warranty for complex automotive clutch systems. If we did not have , I can state we would not be a successful as we are now. We would be held back. Cons At times, my only complaint, IF one, would be the integration into our website for the widget, however, this is not entirely FD's fault. Our website is difficult. So, in all fairness, this really isn't FD's fault! Review Source Carlos Walter Duque F. CIO Computer Software Used the software for: 2+ years ### "Practical, safe and reliable" June 21, 2022 5.0 not only solved problems that previously seemed unsolvable to us, it also made us realize others we didn't even know about. The relationship with our customers has improved a lot in terms of quality and speed of response and knowledge base is now a very important part of our work, helping to further reduce our problem solving time. Pros Before , our customer support was time consuming and often inefficient. When we adopted it, the changes were immediate and our customers praised the change and it was easy to integrate its use into our daily routine. Cons Because it has so many features and functionality, I confess that at first it was a little difficult for us who had never used a system as advanced as to take full advantage of its potential, but in the second week we were already more comfortable using it. Review Source VR Verified Reviewer Customer Success Representative Internet Used the software for: 6-12 months ### "freshdesk's great for keeping track of issues and making sure they're dealt with in a timely manner." August 1, 2018 4.0 Helps us keep track of issues and use metrics for our team. Pros I like how the software keeps our team organized; everyone knows their issues to deal with and we don't lose track of anything. It's easy to respond to clients when the email in. Everything is clear and having required fields helps make reporting nice an easy. Overall I've been quite happy with the software and the rapid responses of the support team. Cons Some things aren't always easy or intuitive. Like if a client chats in and enters their email wrong then you try to correct it in the contact and business details later to make sure it's associated with the right business and tickets aren't lost you have to just try to merge the contacts but then you have a random email address hanging out etc. Outbound emails to clients can be tricky since you need to either create a ticket first or send an email and enter the ticket details at the bottom \[which is decent and close\] but you can't just be in a contact page and hit send email and have it go to that client. Thus you have to copy their email address then go to a new email and paste the email address into the search bar for where it's going. Little things like that just make it a little less intuitive. Sometimes responses to emails, where multiple people are on the thread will come in as new tickets instead of part of that ticket and you have to merge them. Review Source ST Samantha T. Customer Service Advisor Retail Used the software for: 6-12 months ### "Retail - Customer Service" August 11, 2023 4.0 As above works well having various platforms in one place. Pros I find that is easy to use and navigate - user friendly for new starters. Freshdesk works well over a range of roles and flows fairly well throughout use with external businesses also. Keeps everything in one place rather than using multiple platforms. Cons Can run slow and use of merging CRM accounts would be useful so that contact isn't missed with Customers having multiple accounts 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.