# Page 17 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - 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 17 - Reviews of Freshdesk ## Showing most helpful reviews Showing 401-425 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Freshdesk 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 Freshdesk, 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 FreshDesk 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 FreshDesk 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 Edward Garibaldi V. Analista Health, Wellness and Fitness Used the software for: Less than 6 months ### "Useful and versatile tool" April 9, 2024 5.0 In general I can say that I like using this Freshdesk since it is easy to use and the compatibility with various devices is an extra point in its favor Pros What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace. Cons I have no complaints about this tool currently. 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 Freshdesk, 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 Freshdesk 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 Freshdesk, 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 Freshdesk 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 Freshdesk 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 VR Verified Reviewer Assistant Manager Oil & Energy Used the software for: 6-12 months ### "Best Customer support tool" January 14, 2023 5.0 Overall I am giving 9 points to Freshdesk as I have satisfactory opinion about freshdesk Pros The thing that I liked most about this software is that It has very easy interface to operate. It gives real time updates of customer complaints. Then complaints status tracking is also very helpful. I am very much satisfied with the services that freshdesk provides. Cons Thing that I didn't liked is the bugs that arises sometimes, which can lead to time delay in customer solutions. Other than that this is one of the best customer management tool. Review Source TB Thomas B. Systems Admin Libraries Used the software for: 2+ years ### "8 Years of FreshDesk" June 8, 2023 5.0 FreshDesk was an easy to impliment service that empowered our end users and staff to engage the IT Ops and ask other administrative questions effortlessly. Allowing better communication throughout our organization. Pros The administrative settings are among my favorite aspects of using FreshDesk. Allowing granular control of many features without being overwhelming. Being able to create rules for incoming tickets is an intuitive experiece and initially integrating FreshDesk was an easy experience. Cons I can't think of any cons, FreshDesk services and features are above and beyond what I would expect for a product that has a free tier that is feature rich. Alternatives considered [FreeScout](https://www.capterra.com/p/208727/FreeScout/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk There was no reason to switch, FreshDesk fullfilled all requirements and continues to improve on the experience. Review Source Paul G. Chief Technology Officer Financial Services Used the software for: 2+ years ### "FreshDesk - they've nailed the basics and it's continuing to get better..." November 1, 2018 4.0 Pros Overall Freshdesk has nailed the UI/UX design and basics of a support system. Most controls are intuitive and the setup is a breeze. I like that contacts are automatically created with each email sent to the mail listener. The API was easy to use (for extracting ticket detail to local reports). The SLA configuration is simple. The flexibility in email notifications and format for the various help desk communication scenarios is very well done. The software does a good job tracking threads and appending to work orders (without the annoying tag in the email subject line). I first used the software in 2016; they were missing parent/child tickets at that time; they've added it. Cons 1) I wish the agent collision detection used AI/ML to detect potential duplicate tickets or merge opportunities 2) the main ticket screen does not scale/reformat to larger monitor sizes well. In short, if you like to see a lot of columns, it requires scrolling regardless of screen resolution. 3) several of the built-in ticket fields cannot be removed. Review Source AB Alphonso B. Enterprise Engineer Information Technology and Services Used the software for: Less than 6 months ### "Easy to setup and use. Great ticketing system" October 11, 2019 5.0 We are an MSP and Freshdesk is the core of our support business. Without it we wont be able to keep track of what work needs to be done. Our client tickets get logged on Freshdesk and assigned to technicians. Time logs gets added, tickets get exported and processed for billing. Any issues that we've had, we simply contacted them via in support chat and it was resolved quickly. Pros Incredibly easy to get going with the software. Your in house IT team can set this up themselves and you dont need to spend a fortune getting a consultancy firm to do it for you. The interface is also very intuitive and even without any training your staff should be able to do the basics. We looked at other solutions that were more of an all in one kinda package that also included financial, stock/warehousing etc but found that these were overly complex and as a result made us work less efficient and the helpdesk staff also did not want to use it because it was just too bloated for their needs. Freshdesk does ticketing and it does it well. The company does have other software modules and integrations that you can add if you want (addon integration apps or maybe look at their other products like Freshsales or Freshservice) If you just want a great easy to use ticking system, definitely give Freshdesk a try. The free trial should be more than enough to give you a fell for the system. Cons I cant really think of a con. Some might want something that has more features or customization but we are seeing that as a pro as it keeps it simple and efficient (not that Freshdesk lacks features. For us, it has everything that it needs to have and more) Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Enjoyed the user experience and catered for all our needs Switched from [Cherwell Service Management](https://www.capterra.com/p/121158/Cherwell-Software/) Easy of use and setup. No server to maintain as it is a SaaS solution. Review Source VR Verified Reviewer Customer Support Manager Information Services Used the software for: 1-2 years ### "Freshdesk is a great alternative to over priced industry stalwarts." June 28, 2019 4.0 Pros Freshdesk has been a breeze to set up and use effectively. My team loves how easy it is to quickly work through tickets. We heavily use Trello and their integration is top tier. When issues do come up, the support team is always available to answer my questions. Even when it doesn't support a particular workflow, I've always been given excellent suggestions to work around its limitations. Cons Many integrations are v1 products that were built years ago and never updated. Salesforce integration needs a lot of work. We had to disable it because it was using too many API calls. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Salesforce Service Cloud is a pain to configure. It's it pretty much unusable unless your company has an on-staff Salesforce developer. You can only configure very basic functionality via the admin options. Review Source Jaco S. CEO Marketing and Advertising Used the software for: 2+ years ### "Startup? Every new client call matters. This is the software for you." June 21, 2022 5.0 As a small company with a big footprint we had to be able to manage any and all customer queries as soon as possible. Often this meant back and forth between us and client. The ticket system meant we never “lost” any part and any of the team could pick up on a customer question. Pros Easy to use. Always on and best of all your customers get to hear from you as soon as you reply. When you are trying to break into an industry Freshdesk makes customer support a breeze. Cons There was nothing not to like about Freshdesk. Easy to implement and getting to know. My team was up and running on day 1. Reason for choosing Freshdesk Pricing and features fit. Review Source VR Verified Reviewer Client Services Manager Information Technology and Services Used the software for: 1-2 years ### "Best Helpdesk to starting using within hours with minimal need of customisation" December 16, 2019 5.0 I'd definitely recommend anyone who are looking for an integrated helpdesk platform to try it out, especially startups with a budget. Pros Implementation takes only one or two hours. For me everything was set already during trial. Unlike some rivals, very little customisation is required. Most frequently used features like reply templates, SLAs, ticketing routing rules, customer profile fields are available. I'm using EU server and the additional cost is reasonably cheap. I'm also using other services in Freshworks including Freshcaller, Freshping, Freshchat which are all migrated seamlessly. Freshdesk's team rolls out new features every quarter without extra cost. The mobile apps are extremely helpful to work on the go. Cons Support is sometimes a bit delayed, you may have to wait for a day or two to get answers. If you want to customise the portal in HTML you always need to google or ask support for complete answers Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Strong integration option with 3rd parties. Multiple other in-house solutions. Competitive pricing Review Source Neal J. Practice Manager Computer & Network Security Used the software for: 6-12 months ### "Very solid help desk software" December 5, 2019 5.0 I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features. Pros I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well Cons Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk More features and better pricing than Zendesk. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Many Many more features, great consolidation of my client base. Review Source TM Tisunge M. Technologist Health, Wellness and Fitness Used the software for: 1-2 years ### "Freahdesk review " January 7, 2023 5.0 Customer service is the face of every business, the way we treat a customer determines whether they will surely come back again or not, when we were looking for a software that can do the job in a perfect way, freshdesk came to the rescue and we have been using it ever since. Pros Freshdesk is easy to use, I have used alot of platform to help with easing the burden of handling our important customers, from having perfect front desk services to live chats and customer experiences , this platform is a winner. Cons The fact that the platform has a lot of competition is worrisome, sometimes it's so slow and makes customer experience worse. Review Source FK Fabian K. Support & Training Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Our first support desk and we love it!" October 12, 2023 4.0 It has been a great 2 years and we are exited for whats to come! Pros The integration is very easy and fast, plus the freshdesk academy service helped me to set up the whole ticket system without any support from freshdesk. Cons As i mentioned the rights for customers and companies in the knowledge base could be better or more detailed. Currently the options are quite limited. Plus the maximum file size upload limit should be higher. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk For our size freshdesk offers all the functionality we need, in a better easier interface for a better price! Review Source Torre C. Owner Information Technology and Services Used the software for: 6-12 months ### "Client Friendly Ticketing System" May 27, 2020 5.0 We’ve loved Freshdesk since we switched to it about 8 months ago. Our clients love it too. It’s cool that there is also a Knowledgebase feature built-in to help avoid ticket creation for common issues. Their support has proven helpful when we’ve needed them, the platform is feature-rich, and the pricing is very competitive. Pros The easy to use and beautiful ticketing system not only works great online but also functions very well for our clients if they only ever submit and respond to tickets via their email. Cons It would be nice if there were more sophisticated tasks / reminders as part of the ticket features but that is not even a feature most people look for, and we have ways to work around those limitations. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Clients were complaining that the ticketing system didn’t work intuitively for them and made things harder than they needed to be. We also ran into attachment size limitations that created issues for clients, among other things. We were told that some of the limitations had to do with our plan, which was already for us too expensive. We switched to Freshdesk and got better functionality for a bit less, and we have much happier clients. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.