--- title: "Page 2 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - Is Freshdesk the right Help Desk solution for you? Explore 3494 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/124981/Freshdesk/reviews/?page=2" page_type: "reviews" language: "en" publication_date: "2026-10-14" --- Freshdesk 4.5 (3494) [View alternatives](https://www.capterra.com/p/124981/Freshdesk/alternatives/) 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 October 14th, 2026 # Page 2 - Reviews of Freshdesk ## Showing most helpful reviews Showing 26-50 of 3494 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TB Tsvetelina B. Customer Support Manager Banking Used the software for: 2+ years ### "Efficient Ticketing and Great Automation, But Reporting Could Be Better" May 21, 2026 5.0 Overall, Freshdesk is a reliable, highly scalable helpdesk solution that has significantly improved our team's resolution times and internal organization. It strikes a great balance between robust functionality and user-friendliness. While the reporting features and occasional support delays can be frustrating, its automation capabilities and seamless multichannel integration make it an excellent choice for growing customer support teams. Pros The user interface is incredibly clean and intuitive. The ability to automatically route tickets based on keywords, requester info, or language is a massive time-saver. Setting up "SLA reminders" ensures that urgent customer issues never fall through the cracks. Managing emails, chat and tickets from a single, unified inbox keeps the team organized and prevents us from constantly switching tabs. Cons While the Analytics module has improved, creating highly customized or granular reports can still feel restrictive and slow. Exporting data to external tools is often necessary for deep dives. Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses. Review Source CLP CH L P. Customer experience specialist Education Management Used the software for: 1-2 years ### "Easy to Use and Support Team That Actually Supports" May 25, 2026 4.0 Overall, my experience with Freshdesk has been positive. I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools. The transition from Zendesk was fairly smooth, and I especially appreciated how responsive and helpful the Freshdesk support team has been whenever issues came up. One small thing I genuinely love is the positive affirmations that appear while pages load, it's a tiny touch, but it adds a nice, human feel during a busy workday. While there are a few areas that could be improved, particularly around feedback handling and workflow efficiencies, it has been a reliable platform overall. Pros What I liked most about Freshdesk is how easy and intuitive the platform is for daily ticket management. The UI is clean, so onboarding new agents is straightforward and the team can start working efficiently very quickly. I also really like the agent reporting features, which make it easy to track performance and monitor support quality. Another major positive is Freshdesk’s support team, they’ve been very responsive and genuinely helpful whenever we’ve faced issues or needed guidance. Cons One thing I’d like improved is how DSAT and CSAT are handled. If a user initially gives a DSAT and later converts it into a CSAT after further interaction, the original DSAT still remains, which can affect reporting accuracy. I’d also love a quicker option to add users to CC just by hovering over or selecting an email directly, since small workflow improvements like that save time. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We switched from Zendesk to Freshdesk because we were looking for a platform that felt more intuitive and easier to navigate for day-to-day support operations. Freshdesk offered a cleaner UI, useful reporting features, and an overall experience that worked well for our workflow. The transition was smooth, and the platform felt easier for handling customer conversations and support processes. Review Source MM Mwale M. Customer Support Manager Financial Services Used the software for: 2+ years ### "My 9yr Freshdesk Experience" May 25, 2026 4.0 Great ticketing tool especially the omnichannel package. User friendly interface - I never struggle to train new personnel. They have done a lot of improvements in segregating user roles and permissions. Freshdesk has been a great partner to us and has helped shape our overal customer experience. Pros Managing tickets from multiple channels—including website live chat, Facebook, WhatsApp, and email—within a single dashboard is incredibly convenient and provides excellent value for money especially the omnichannel package. The tool is intuitive and user-friendly, and the analytics features offer great flexibility for customizing reports. Additionally, the self-service portal has allowed us to develop an internal KDB library and FAQ articles for our website visitors. The automation capabilities have also significantly increased our agent productivity. Overall, this platform has helped us better manage our customer support experience in the last 9 years. Cons Unfortunately their Freshcaller telephony tool, especially the BYOC model is very limited. We've been unable to use it. They have not invested or improved a lot on it since I first saw it years back. I think they're also lagging behind in AI capabilities. I hope they up their game on that front. Review Source BA Blake A. IT Technician Retail Used the software for: 2+ years ### "Best helpdesk tool we've used. Nearly flawless" May 27, 2026 5.0 Freshdesk has genuinely made managing customer support less stressful. Everything is where you expect it to be and the platform rarely gets in your way. We've tried a couple of other helpdesk tools before landing here and nothing else came close to this balance of features and usability for the price. Aside from that one notification quirk on mobile, it's hard to find much to complain about. Pros The ticketing system is intuitive enough that new agents can get up to speed without much training, and the automation rules save a ton of time on repetitive tasks. Being able to manage email, chat, and phone support all from one dashboard is a huge deal. The canned responses and ticket merging features alone have made our team noticeably more efficient. Cons The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual notifications that each need to be cleared manually, so it can look like tickets from hours ago are just now coming in. It's a minor UX gripe in the grand scheme of things, but when you're juggling a lot of tickets it gets old fast. Hopefully that's something they address in a future update because the rest of the app experience is solid. Review Source PG Pablo G. Customer Support Financial Services Used the software for: 1-2 years ### "An excellent and highly intuitive tool for support management" July 2, 2026 4.0 My overall experience has been very positive. It has allowed us to streamline our support workflow, prevent messages from getting lost, and significantly improve our response times. It’s a solid, reliable platform that offers good value for money for daily operations. Pros It is an excellent tool for centralizing customer support. What I like most is how intuitive the interface is and how easy it makes managing tickets from different channels like email and chat. The notification system works flawlessly, helping our team respond much faster. Cons Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background. Also, the licensing costs can scale up quickly as the team grows and you need more advanced features. Review Source MA Martin A. Snr Technical Product Support Engr Information Technology and Services Used the software for: 6-12 months ### "Powerful and User-Friendly Customer Support Platform" March 23, 2026 5.0 Freshdesk is a robust platform for managing customer support efficiently. It has improved our team’s response time and overall customer satisfaction. While there is a learning curve for some advanced features, the benefits outweigh the minor drawbacks. Pros 1\. Intuitive and easy-to-use interface 2. Helpful reporting and analytics tools 3. Efficient ticket management and automation features 4. Great integration with other apps 5. Fast and responsive support from the Freshdesk team, including helpful tutorials and documentation. 6. Real-time chat and task management tools are reliable and enhance workflow. 7.Helps track customer interactions and improves response efficiency, giving insights into visitor behavior and support needs. Cons 1\. Some advanced features can be complex for beginners 2. Pricing for higher-tier plans can be a bit steep 3. Occasional minor bugs with certain integrations Review Source MV Mayank V. Product Manager Information Services Used the software for: 2+ years ### "Efficient and User-Friendly Customer Support Solution" March 17, 2026 5.0 Overall, my experience with Freshdesk has been very positive. It has significantly streamlined our customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, and features like automation, collaboration tools, and reporting have helped increase team productivity. While there is a slight learning curve for some advanced features, the overall functionality and reliability make it a valuable tool for managing customer support and delivering a better customer experience. Pros Freshdesk stands out for its intuitive and user-friendly interface, which makes it easy for teams to get started without extensive training. The ticketing system is highly organised and efficient, allowing us to manage, prioritise, and resolve customer queries quickly. I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity. The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support performance. Cons While Freshdesk offers a wide range of features, some of the advanced functionalities can feel complex and take time to fully understand. The pricing can also become expensive as you scale and require access to higher-tier features. Additionally, the customisation options, although powerful, can sometimes feel limited without technical expertise. There are also occasional performance lags and delays in notifications, which can impact response times during high-volume periods. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) The pricing of the product was very high and not much good customisation Review Source BA Bryan A. Freshdesk Admin Logistics and Supply Chain Used the software for: 2+ years ### "Reliable and Responsive Customer Support Platform" March 13, 2026 4.0 My overall experience with Freshdesk has been very positive. While there have been occasional issues, the Freshdesk team addresses them promptly, making the platform reliable and trustworthy. Additionally, the AI features have enhanced our workflow by allowing more customizable email responses and improving overall ticket management. Pros Freshdesk offers an intuitive, all-in-one customer support platform that helps teams manage tickets efficiently, automate workflows, and deliver faster, more consistent customer service. Now with the Freddy AI/Copilot, this provide more features that can help customer support teams. Cons Freshdesk can become costly as your team grows, since advanced features and automation are only available on higher-tier plans. There are also ocassional bugs /issues that sometimes appear whenever a new feature has been added. Review Source JR Jay R. Project Manager Insurance Used the software for: 1-2 years ### "Freshdesk - A very capable ticketing solution" May 18, 2026 5.0 Freshdesk ticketing system has helped increase our team's productivity & track customer support requests very efficiently, without any support requests being overlooked. The smart AI tools have assisted our agents with drafting emails, analysing customer sentiment, & to summarize long ticket threads. The IntelliAssign auto-assignment feature helps manage ticket volumes by distributing tickets across agents. The Self Service feature has also lowered overall ticket volumes with instant customer response. Pros Pros of Freshdesk: Freshdesk is very easy to set up & use. They offer great & friendly customer support. Top features used are canned responses, workflow automation, self-service, and a knowledge base portal. Analytics/Reports can track CSAT & agent performance + resolution time. Cons Cons of Freshdesk: Expensive plans. Basic plans lack some crucial features, which means you have to buy a higher-priced plan. Occasional lags & features are limited on the Mobile app. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk We use Freshsales CRM & Freshchat. We chose Freshdesk to have an Omnichannel experience Review Source LP Luke P. Support Manager Information Technology and Services Used the software for: 2+ years ### "Brilliant and easy to setup and manage" May 20, 2026 5.0 Really positive overall with no real negatives. Good people their to help if you need it and a lot of offerings Pros The ease of customising it to our needs is a massive plus. With 2 different companies using it for different products, it is easy to setup portals and ways of communicating. The ability for me to see what my staff are doing day to day and the analytics are fantastic and all the plugins and other products from the company also really help to tailor it to our needs. I have only once had to contact their support team and the customer service was brilliant Cons Would be better if you could tailor what other offerings you could add on to your subscription, the live chat function for example. Review Source SC Silvester C. Sr. Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Happy Fresdesking " March 13, 2026 4.0 The experience had been great however i would appreciate if there is a single person who is allocated to help me with my queries as everytime i get in touch with Freshdesk for any help, I get routed to a new person. Having one dedicated person will give that personal touch to your product. Pros The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a cherry on the top. Cons While Freshdesk covers most of the things however as per the needs of the client i think there should be options to make changes or to amend or add things. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Because there is no size limitation of the mails Review Source AI Aasil I. Tax Accountant Accounting Used the software for: 1-2 years ### "Easy and Efficient Customer Support Management" September 9, 2026 4.0 My overall experience with Freshdesk has been very positive. It has made managing customer support much more organized and efficient. The interface is straightforward, ticket management works well, and having customer communication in one system saves a lot of time. Overall, it provides good value for businesses that handle regular customer inquiries. Pros Freshdesk is easy to use and helps keep customer inquiries organized in one place. I especially like the ticket management and email notification features, which make it easy to track conversations, assign requests, and follow up with customers without missing anything. Cons Some of the advanced features and customization options can take time to understand. There can also be occasional delays with email notifications, and some useful features are only available on higher-priced plans. Review Source VR Verified Reviewer Project Manager Online Media Used the software for: 2+ years ### "Joe Normandin's Freshdesk Review" March 26, 2026 4.0 Overall, I've had a very positive experience with Freshdesk. I've used a few ticketing systems in my career, and I find Freshdesk to the one of the best ones. Pros Ease of use. Really like the automations that can be setup. Also, great customer service team that's very responsive and helpful. Cons Some of the reporting algorithms aren't clear (at first at least). I've had to contact customer support a few times to get clarification on some metrics. Review Source PJR Patrick Joshua R. Business Process Excellence Analyst Logistics and Supply Chain Used the software for: 1-2 years ### "A great tool for tickets and customer inquiries management " May 21, 2026 4.0 Overall, our experience with Freshdesk has been positive. While there are still areas for improvement, as noted above, it remains an effective tool that has significantly helped improve our response rates and overall team productivity. Pros We appreciate how Freshdesk enables us to manage stakeholder inquiries more efficiently, making ticket handling faster and more manageable for the team. We also value the responsiveness and accessibility of the Freshdesk Support team, as they are easy to contact and communicate with whenever issues arise. Cons We have encountered several unresolved issues that continue to impact operations. Some examples include: 1. Discrepancies in analytics and reporting data 2. Incorrect assignment of tickets to unintended groups Despite these challenges, Freshdesk remains a valuable tool that has helped improve our response rates and overall team productivity. Review Source BR Biannel R. Alanlista VP Logistics and Supply Chain Used the software for: 1-2 years ### "Eficiencia y escalabilidad: Una transformación total en nuestra atención al cliente" March 19, 2026 5.0 Mi experiencia general con Freshdesk ha sido excelente. Es una plataforma altamente escalable que ha transformado nuestra atención al cliente en un proceso organizado y transparente. Lo que más destaca es su facilidad de implementación; en poco tiempo logramos centralizar todos nuestros canales de comunicación, lo que nos ha permitido ofrecer respuestas más rápidas y personalizadas, elevando notablemente la satisfacción de nuestros usuarios finales. Pros Lo que más me gusta de Freshdesk es su capacidad para unificar todas las consultas (correo, redes sociales y chat) en un solo lugar de forma sencilla. Su sistema de gamificación y las automatizaciones inteligentes motivan al equipo y aseguran que ningún mensaje se quede sin respuesta, mejorando drásticamente nuestros tiempos de resolución. Cons Lo que menos me gustó es que, al ofrecer tantas opciones de personalización y automatización, la configuración inicial puede resultar un poco abrumadora. Requiere tiempo para ajustarlo exactamente a las necesidades del flujo de trabajo, aunque el resultado final vale totalmente la pena. Review Source GR Graeme R. Systems Administrator Packaging and Containers Used the software for: I used a free trial ### "Reliable Help Desk Platform and Easy Setup" July 12, 2026 5.0 Overall, Freshdesk has been a reliable and user-friendly customer support platform. It has helped streamline ticket management, improve response times, and provide a better experience for both support agents and customers. Pros Freshdesk is intuitive and easy to set up, making it simple for support teams to get started quickly. The ticket management system is well organized, automation rules save a lot of time on repetitive tasks Cons Some advanced features are only available on higher-tier plans, which can become expensive as your team grows Alternatives considered [Lansweeper](https://www.capterra.com/p/126334/Lansweeper/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We chose Freshdesk because it offered the best balance of features, ease of use, and pricing for our needs. Review Source Jesse Z. Software Developer Information Technology and Services Used the software for: 2+ years ### "Easy To Find Support Tickets and Cost Effective" July 23, 2026 5.0 I have had a good experience using Freshdesk to respond to support cases from customers. The software itself is very cost friendly and easy to find tickets. It also integrates well with third party development tools so updates are synchronous. Pros You can easily view all support tickets coming into your company on the dashboard. Additionally, there are plenty of options to filter by what you want to search by like what time the ticket came in, who it is assigned to, the status, etc. The UI side navigation is very transparent and flows very well. Cons When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company. Signing in can also be a headache with how it's configured, I have to login twice and that gets confusing. Review Source AR Agnes R. Chief Executive Officer Information Technology and Services Used the software for: 2+ years ### "Thank god this thing actually works mostly" August 24, 2026 5.0 It answers people 24/7 so they stop complaining on facebook. Creating manual tickets is fast enough I guess. Pros Freshdesk puts the emails and social messages in a pile so you can actually read them. I'm honestly shocked the live chat doesn't crash every five minutes cause most softwares do. Setup took 15 days and I didn't completely hate it. Cons The mobile phone app is complete trash and wont even load on my new Android. Sometime it randomly logs me out when I am idle and then resets my whole work timer which ruins my day. Also you cant edit tables in the notes. The interface looks super old. Review Source CT Cristian T. Técnico de operaciones Banking Used the software for: 2+ years ### "Eficiencia para trabajar en equipo" May 28, 2026 5.0 Desde que hemos pasado a esta herramienta, responder a los usuarios es más simple, rápido y no pierdo tiempo en buscar una respuesta, ya que la mando desde las plantillas. Pros La organización del trabajo en equipo, contestar rápido a varios mensajes, preparar plantillas y trasladar el caso a otro equipo si es necesario. Cons La clasificación, la puesta en marcha, la configuración, la resolución manual y la falta de implementación de la IA. Review Source BD Bitu D. Customer Support Lead Facilities Services Used the software for: 2+ years ### "Overall experience has been good. It made customer support more organised and daily operations smoother for the team." May 27, 2026 5.0 Sometimes notifications get delayed and a few features take time to understand properly. Pricing for some advanced options also feels a bit high for smaller teams. Pros Freshdesk has been a reliable and easy to use support platform for our daily customer handling and ticket management activities. Cons Freshdesk is quite simple to use and the ticket system works properly. It helps in managing customer issues in one place and reduces confusion during busy hours. The UI is also clean compared to many other support tools. Review Source cF christopher F. Partner and Tech Wireless Used the software for: Less than 6 months ### "A solid and easy‑to‑use help desk platform" August 6, 2026 4.0 Overall, Freshdesk has been a reliable help desk tool that keeps support running smoothly. It’s simple to use, effective, and helps our team respond to customers faster. Pros Freshdesk makes it easy to manage customer tickets and keep everything organized in one place. I like how straightforward the interface is and how quickly you can track conversations. Cons Some of the automation features take a little time to set up. A few advanced options feel like they could be more intuitive. Review Source MS Michael S. Sr. Systems Analyst Logistics and Supply Chain Used the software for: 2+ years ### "Great Ticketing System Software" February 20, 2026 5.0 Overall its great. I use it everyday to track tickets and keep team members and management up to date on my progress Pros Great tool to manage a ticketing system. Provides a knowledge base and easy to use features make it easy to search for tickets Cons The grid displaying the search results could be a little more customizable. I would like to be able to tailor it more to my needs Review Source MC Marjana C. Sr. Manager, Technology Support Computer Software Used the software for: 2+ years ### "Good Agent Experience, But Broken Integrations and Frustrating Support" May 15, 2026 3.0 Customer Support takes too many responses to get to resolution and the service overall is not great. I get tired of having to repeat myself, go through scenarios that have nothing to do with my issue and having agents regurgitate Freddy AI solutions that don't resolve my issue (I am forced to talk to Freddy first after all, so what gives?) Pros Agent experience and knowledgebase article creation is intuitive. Standard workflows work well for smaller organizations. Cons Jira integration is broken. Analytics data captured does not allow us to fully understand service gaps when there are more complex workflows, like escalation to an external team. Review Source Brennan G. System Administrator I Insurance Used the software for: 6-12 months ### "Easy-to-Use Help Desk Solution" September 19, 2025 4.0 Freshdesk has been a solid help desk tool for our team. It’s easy to use, reliable, and has made managing support tickets much smoother. There are a few quirks, but overall, it’s been a positive experience. Pros I really like how easy Freshdesk is to use. The layout makes it simple to manage tickets, and the automation features help cut down on repetitive tasks. It also connects well with other tools we use, which is a big plus. Cons Some of the settings can be a bit buried, and it took me a while to figure out how to customize certain workflows. Reporting features could also be more flexible. Review Source SK Sebastian K. IT Associate Information Technology and Services Used the software for: 2+ years ### "Highly Recommend" May 26, 2026 5.0 I am satisfied with most of the features, I would recommend it to someone else. Very easy to manage tickets and cases. Pros Value for money - Its worth the investment. Customer support - Quick Customer Support. Ease of use - Its easy to use for users Management - Management is straightfoward Cons I wish you could have training modules for users and administrators and also work on how we can integrate chat and other functionality easily. Review Source Similar Products Featured ## 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.