# Page 19 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 19 - 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 19 - Reviews of Freshdesk ## Showing most helpful reviews Showing 451-475 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CE Clint E. CIO Information Technology and Services Used the software for: 2+ years ### "Great features with MAJOR crippling flaw" April 15, 2019 3.0 As a growing start-up and now a small business, we cut our teeth on . It did a great job early on as it just worked and was easy to use. However as we grew we found that it had a productivity crippling flaw, one they have known about for years, and that is SPAM. Once you get a batch of 2000+ blatant spam emails from Russia that create tickets, you quickly realize how bad it can get. We have received spam on almost a daily basis for a long time, but it was usually ranging from a couple to around 5 or 6 a day. You go in and mark the ticket as spam and block the email and are good to go. However as we got larger, we started getting them in batches of 100s and then even on that was 2000+. What made this bad is that the domain and IP were both blacklisted and the content failed standard spam tools with a very high score. So this would have been easy to block. So what makes this so painful, is that you now have to go manually close and mark as spam those 2000+ tickets , delete 2000+ emails from your inboxes, and try and keep up with your legit ticket queue. What made this worse, is when I went to their support forum and realize this has been a problem for years that they have known about and have showed no interest in fixing beyond the manual process. Unfortunately this made the difficult decision of changing support systems too easy, I won't say who we are switching to as I don't want it to seem I am trying to promote. Pros Easy to use and setup! Everyone on our team, even the non-technical, could get in and use the system. Ticketing was a breeze and administrating was just as easy. Cons Spam! While it does have a manual process for blocking spam, it has absolutely no automated ability to block spam. Review Source NK Naveen K. Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Excellent option for small to medium scale organization" August 31, 2023 4.0 its good and help me with daily support activities. Pros Ticketing and tracking of the support cases seamless ticketing system Cons Spam filtering and Bugs, need more look towards spam filtering of ticket and bug related to spammed tickets. Alternatives considered [Zoho One](https://www.capterra.com/p/166175/Zoho-One/) Reason for choosing Freshdesk better price and i had previous knowledge on this. Review Source LP Luca P. Responsabile IT Consumer Services Used the software for: 1-2 years ### "Semplice e gratuito" February 24, 2023 4.0 Grazie a abbiamo migliorato in modo significativo la gestione del servizio clienti. Non avrei mai pensato che un software gratuito potesse offrire un servizio così efficiente e rapido. Pros Compatibile con molti crm e, la versione gratuita, permette di gestire e utilizzare tutte le principali funzioni Cons La versione gratuita a quasi tutto, volendo passare alla versione a pagamento, per avere una gestione ottimale, il prezzo diventa molto elevato. Troppa discrepanza da non dover pagare niente a pagare quasi 10 euro/mese ad utente. ( la versione gratuita permette di avere infiniti utenti senza dover pagare nulla) Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) La gestione delle problematiche via email era diventata ingestibile. Review Source Aleksandra M. Customer Success Manager Medical Devices Used the software for: 2+ years ### "Great ticket management system for medium-sized SaaS companies" May 19, 2022 5.0 Pros I've worked with in two contexts before: as technical support and as a CSM. During my times as tech support, I've used Freshdesk daily, replying to tickets. The software is easy to use, and you can learn it in a day or two. I really like that you can have a lot of customized fields, which can be integrated with other software (for example Hubspot). This allows you to have a lot of information about the person who's writing to you. Cons For a long time now there has not been an issue, but previously (a year or so back) there were a lot of disruptions to the service, without previous notice. I didn't like the way those were handled back then. Also, on our version, there was no way to set a custom SLA other than some already imposed thresholds (which I believe were 30 minutes, 4 hours etc.) This might've changed tho, as my current company does not focus on those as much as the previous one. Review Source VR Verified Reviewer Director Computer & Network Security Used the software for: 2+ years ### "Manageable Ticket Management" May 20, 2021 5.0 Overall a good experience . Used on a daily basis for managing technical support tickets. Pros Assigning tickets and filtering ticket lists is easy, so is adding custom fields and automating workflows. Cons Analysis of workload performed by agents is important. While there are reports and analytics included with the customisation has good features but is also limited in the output styles. Upcoming single sign in authentication changes may affect integration with our CRM. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Cost, helpdesk features and integration options. Review Source Yassine J. Personel Information Technology and Services Used the software for: 6-12 months ### "Le meilleur programme de service client pour répondre à leurs demandes" November 8, 2023 5.0 Pros Il est facile à utiliser et ne présente aucune complication. Il fournit le service d'intégration de toutes les plateformes de médias sociaux en un seul endroit pour répondre aux demandes des clients. Il facilite une interaction et une communication accrues avec le public. La meilleure caractéristique de celui-ci est qu'il fournit de nombreux services gratuits. Cons Depuis que j'ai utilisé le programme jusqu'à présent, je n'ai rencontré aucune difficulté ou problème majeur au sein du programme. Review Source JE Jay E. Systems Developer Hospital & Health Care Used the software for: 2+ years ### "Freshdesk is a Perfect Knowledge Base for Customer Help" July 18, 2022 5.0 is a resourceful application that increases the customer help, and rational engagement. The platform focuses on the CRM, which is professional in enhancing better relationship with clients. Pros multiplies the satisfaction of customers by engaging them efficiently and comprehensively. Besides, Freshdesk developed a stable and affordable call center, which is convenient in solving the needs of clients. Further, Freshdesk has the ticket planning, which brings all issues to the company on time. Cons is orderly in managing the challenges that customers face within the business, and issues are resolved immediately without challenges. Review Source PG Prashanth G. Co-founder Financial Services Used the software for: Less than 6 months ### "Ultimate Omni-channel CRM for ticketing & Customer Support" October 4, 2022 4.0 I've been using for 4 years now. In whatever organization I worked Freshdesk has been used as a ticketing system. In our current startup, we use it to handle the user queries and calls as we cater to users across the country and this tool is helping us to streamline the process. Pros 1\. Architecture of the dashboard is amazing and easy to use. 2. Classification of tickets based on priority and changing the status once the issue is resolved is best in class feature. 3. Call option and negative-feedback collection system are very helpful for us to take an action. Cons 1\. has limitations while scaling the team, they don't support integration with all tools like Miro and a few other daily communication channels. 2. Mentioning/Tagging colleagues don't work often and the recipient doesn't know it's assigned to them. 3. CRM goes down sometimes if multiple tickets are raised at a single time. Review Source RR Ryan R. Policy Specialist Government Relations Used the software for: 2+ years ### "Great Easy to Use Platform" May 18, 2022 4.0 Pros Our company uses to notify staff of phonecalls/issues from members. This is great for ensuring response times are kept to a minimum or reminding staff that they still need to follow up on an inssue. Cons When creating a ticket, how staff are tagged seems backwards and I sometimes end up sending the ticket to myself. Review Source Victory E. CEO Writing and Editing Used the software for: 2+ years ### "Best for Newbies" August 21, 2023 4.0 Missing emails, certain thread histories that aren't displayed, and they just Regarding the matter of filters in the beginning, there are times when it doesn't work effectively and some tickets don't appear even after I screen All entries and appropriately arrange them. Pros It has several helpful tools and is simple to navigate. Having the emails, chat, and calls are all in one location is great! FD is less difficult and easier to set up than other CRMs. Cons As time passes, there are many bugs, and occasionally we are unable to locate earlier emails for reasons that are not even related to the archive. Review Source RC Robb C. Customer Success Manager Information Services Used the software for: 6-12 months ### "Switched to FreshDesk and haven't looked back" October 23, 2022 5.0 Positive. We switched from HubSpot and haven't looked back. Highly recommend. Pros It's easy to use and integrate with our existing platform. Ticket management is great. And, the Knowledge Base management is fantastic. Cons Spam detection could use a bit of work. It's not a pain but noticed. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Price and is a superior product. Review Source Mizanur Rahman M. CEO Marketing and Advertising Used the software for: 1-2 years ### "Very easy to use and best fit for new users" February 12, 2023 4.0 helps us a lot to manage our customer interactions effectively and efficiently. It's the lead capture and scoring capabilities, the email tracking functionality works really well. I switch to another product, but if they bring some advanced features like predictive analytics, I will definitely use it again. Pros Freshsales was the best choice for my sales and marketing team to streamline the sales process and increase our productivity. The best thing I like about Freshsales is their mobile app. We can easily track our sales and marketing process from anywhere using my phone. Cons Freshsales provides a solid set of features for sales teams, but it is missing some advanced features that I think they should have, such as predictive analytics and advanced forecasting capabilities. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) I was not user-friendly for our employees. So we switched to Freshsales. Review Source MG Mike G. ICT Infrastructure Engineer Education Management Used the software for: 2+ years ### "An excellent product & we are continually utilising new features" June 5, 2023 4.0 Very positive. A solid replacement for our ageing Helpdesk system and we are now trialling new uses fort this (project management, Asset management) Pros Straight forward and easy to use both for End Users and for Admins. A Teams app allows us to keep on top of tickets without staying logged into . Cons Notifications take some managing. You can get swamped and this includes the continual 'New Product Features' type notifications. Reason for choosing Freshdesk met our business needs at a suitable cost. Review Source AG Angel G. Help Desk Technician Education Management Used the software for: 6-12 months ### "Great product!" December 25, 2023 5.0 It has been a great experience though knowing the support is there. Pros It has been a breeze to implement in the workspace. Cons There was many times we needed support due to a function working incorrectly. Review Source MJ Modekurti J. Group Manager Financial Services Used the software for: 2+ years ### "Freshdesk- Bridge between Investors and us " May 25, 2021 4.0 Pros The Reporting feature of this software is awesome. No matter whatever the timeline is chosen , reports get generated within minutes. It gives us an insight of our day to day performance . Newly introduced Analytics is great. Keep it up. Cons The ticketing system needs an enhancement. Assigning and Reassigning is a challenge , especially for our services where we have a dedicated OPS and SUPPORT team and 4 different products under the same umbrella. The Parent child and Shared ownership really did not help. Problem- Once a ticket is assigned to another person then the next ticket of the Investor gets automatically assigned to the same person which is not applicable in our case. Reason for choosing Freshdesk During the time of purchase Freshworks seemed to be best alternative because of the ease in integration . Moreover we were just a team of 4 at that time hence seemed to be quite manageable with the features available however currently when almost 25 people are using , the same software seems to be-lacking certain features which should be allowed to get customised as per Client's requirement . However despite of on call discussions , video chats and face to face connects , not even a single enhancement has been done based on feedback. What we hear always is that , it is not possible. Review Source OS Oluwadamilola S. Operations Manager Financial Services Used the software for: 2+ years ### "An All-Round Excellent Experience with Freshdesk" January 28, 2023 5.0 Overall, our experience with has been extremely positive. We have been able to quickly and efficiently manage customer service requests. The customer service team has been extremely helpful in resolving any issues we have had. The only downside is the higher price of the premium plans. Pros is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had. Cons The one downside we have experienced is the price of the premium plans. While is an amazing platform, the price is a bit on the higher side. Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) is superior to its alternatives in terms of its ability to customize the platform to meet our specific needs. The dashboard is also intuitive and easy to navigate. Additionally, the customer service team is extremely responsive and helpful in resolving any issues we have encountered. Review Source Mathieu V. Onboarding Tech Information Technology and Services Used the software for: 2+ years ### "Great ticketing system" August 28, 2023 5.0 Pros as a ton of great automated feature to make managing tickets a breeze. You can use canned response and automation to handle multiple tickets at once . It's really one of the best ticketing system today Cons The UI takes a while to get use to . Lots of stuff on screen at once which is actually a pro when you get use to it Switched from [Tracker](https://www.capterra.com/p/141766/TrackerRMS/) to get more features Review Source RB René B. Coordinador de Mejora Continua Banking Used the software for: Less than 6 months ### "Muy buena relación costos benefico" September 27, 2022 4.0 me gusta el software solo que la reportería puede ser mejor Pros la gestión de call center La trazabilidad de un ticket mediciones dias habiles y naturales permite el diseño de visores por área Cons El machine learning es dificil de programar para el tema de reopen no separa el sla en tiempo de espera y tiempo de ejecución No cuenta en sus mediciones reportería para incluir formulas de excel Inlcuir mediciones de la manufactura, oee, mttb, rotación del inventarios, dias de inventarios en ticktes los datos en las notas de ticket , no les jala en reportería los campos libre de textos no les jala en reportería Alternatives considered [Alteryx Designer](https://www.capterra.com/p/145696/Alteryx-Designer/) Reason for choosing Freshdesk por el precio y lo que tenia Switched from [SugarCRM](https://www.capterra.com/p/231638/SugarCRM/) era mas barato Review Source VR Verified Reviewer Owner Individual & Family Services Used the software for: 2+ years ### "Use a few different places, professionally." May 16, 2024 5.0 Pros The ability to type my requests & inquiries instead of having to call or waste a lot of (otherwise valuable) time! Cons Unknown. No comments. N/A DOES NOT APPLY Review Source VR Verified Reviewer Sperimentatore Musicale Music Used the software for: 1-2 years ### "Freshdesk" May 31, 2021 5.0 Pros I use everyday solution. It's easy to use and has useful and powerful options to give support to my customers. Cons All features are useful adn easy to use. Review Source VP Viveka P. Associate Information Technology and Services Used the software for: 1-2 years ### "Freshdesk" April 1, 2023 4.0 Overall, is a powerful tool that can help businesses manage their customer support processes more effectively, improve customer satisfaction, and increase productivity. Pros is an excellent cloud-based customer support and helpdesk software that provides businesses with a range of features to manage customer inquiries, support tickets, and other customer-related issues.It provides a range of automation features that can help businesses streamline their customer support processes and save time. For instance, it can automate ticket routing, status updates, and responses to frequently asked questions. It also allows users to integrate with a range of other software, including CRM systems, e-commerce platforms, and project management tools, Cons Customization options may be limited in some areas, such as reporting and data visualization. Review Source SP Shprotiv P. Assistant Manager Real Estate Used the software for: Less than 6 months ### "Value for Money" July 1, 2024 4.0 For now i find it good, have to use in more department to evaluate. Pros Easy to use, hassle free help desk software. Many can work together in a single platfrom, its a good value for money. Cons Nothing much applied but sometimes it takes more then normal time to handle multiple tickets. Review Source VR Verified Reviewer Sales Manager Design Used the software for: 2+ years ### "Freshdesk for Service Calls" August 21, 2023 5.0 works well for us in what we need it to do Pros It is easy to use and works in well with our other Software Cons No issues for how we use it. It works well and allows email to be added to jobs, so all good Review Source ginda R. teacher Education Management Used the software for: 1-2 years ### "best live chat company application" May 21, 2023 5.0 Pros i can chat and view all the task with the consumer by live chat in this apps Cons all feature are going well and there is no eror Review Source VR Verified Reviewer Systems Administrator Education Management Used the software for: 2+ years ### "Freshdesk usage from a tech support point of view" January 8, 2024 5.0 Pros Ease of use Notifications are quick Easy to pass tickets on Cons Nothing really. does what it’s intended to do 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.