--- title: "Page 2 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - Is Freshdesk the right Complaint Management solution for you? Explore 3466 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" --- Freshdesk 4.5 (3466) 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 July 22nd, 2026 # Page 2 - Reviews of Freshdesk ## Showing most helpful reviews Showing 26-50 of 3466 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 DN David N. IT Operations Manager Computer Software Used the software for: 2+ years ### "Very good ticketing platform for SMB" April 17, 2026 5.0 For the cost, FreshDesk is a great ticketing platform. Once fully configured it works well and the support portal you can build for your end users is a great feature to have. Their market place for integrations is pretty good as well with all the common/popular apps. There is a lack in what you can customize though (specifically with the support portal and workflow builders). Pros It's generally an easy platform to navigate. The overall UI is clean, modern, and not too cluntered. The ability to build a "support portal" for your end users is a great additional feature. It also has a native asset management platform that integrates and sycns with Intune and JAMF. Native onboarding and offboarding services is good. The workflow automations is good as well. Cons Though there are a lot of features and functionalities, the customization is slightly limited. The overall UI is easy to navigate however fully configuring the tenant and everything does require a good of time and tweaking. And when you need to modify a field or something, it's not intuitive where the setting is exactly. There's just too many options at the admin page and can get confusing. Workflow builder is slightly limited in function as well. Alternatives considered [ServiceNow IT Service Management](https://www.capterra.com/p/152874/ServiceNow-Knowledge-Management/)[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 It was the more cost efficient option that appeared to cover alot of features and functions into one platform. The UI also looked just simplier to use. 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 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 RD Riccardo D. Customer Support Manager Automotive Used the software for: 2+ years ### "Fantastic ticketing system" March 16, 2026 5.0 Pros Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without overspending. Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to different business needs. Additionally, Freshdesk provides robust and well-documented APIs, which make it easy for developers to extend capabilities and build tailored solutions. Cons While Freshdesk is a solid platform overall, its reporting features still feel somewhat limited, especially for teams that rely heavily on advanced analytics. Another drawback is the inability to set pauses within working hours, which can be inconvenient for support teams that operate with more complex schedules. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Mostly due to cost considerations, as the pricing structure makes it an attractive option for teams looking to keep expenses under control without sacrificing essential features. If you want, I can help you blend this seamlessly into the full review so everything reads as one coherent piece. Review Source NG Norm G. Business Intelligence Technical Lead Industrial Automation Used the software for: 2+ years ### "An essential and easy to manage cloud-based customer service omnichannel experience" May 25, 2026 5.0 With premium support on our package fresh desk has been with us every step of the way from our initial configuration and launch to our continuous growth in all directions. They help us provide better data-driven management decisions. All at a price point that is easy to justify. Pros Freshdesk was easy to set up initially then we were able to increase functionality and grow over time to make it fit our needs even better Cons In our Enterprise plan the databases for the various aspects of omnichannel (Email / Ticketing, Phone, Chat) were desperate. I believe in current versions and our future update this will be rectified. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We felt that they had the right product, and that they were the right size to pay attention to our needs. Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[NetSuite](https://www.capterra.com/p/135757/NetSuite/) Necessity! both systems were being deprecated by our parent organization. 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 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 JR Jenis R. IT Admin Consumer Goods Used the software for: 2+ years ### "Overall a good Simple Ticketing System" May 20, 2026 4.0 It’s not the most advanced tool on the market, but for teams that need a dependable, scalable, and affordable way to manage customer conversations, Freshdesk is a very strong contender. Pros Freshdesk is a reliable and user-friendly helpdesk solution that for small to medium-sized businesses. Cons More advanced features are in a higher tier which sometimes makes you want to weight other options for the price point. Switched from [Salesforce Desk](https://www.capterra.com/p/248974/Salesforce-Desk/) Wanted a simpler and better management system for multiple teams 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 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 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 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. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Para poder sacar datos y mejorar el rendimiento del equipo Review Source DD Dev D. Sr Product Manager Commercial Real Estate Used the software for: 2+ years ### "FreshDesk Experience" March 13, 2026 4.0 we have been using Freshdesk for almost 13 years. We have 5 instances of FreshDesk across my organization. Overall it works for a small scale helpdesk. Pros Easy enough to use by agents / requesters without additional training. For a small helpdesk team it is cost effective. Cons Lack of additional customizations especially when it comes to UI, unable to create better reports or not able to report on some attributes. Switched from [ServiceTeam ITSM](https://www.capterra.com/p/10001381/ServiceTeam-ITSM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) consolidation and cost factors across org. 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 Glen N. IT Director Religious Institutions Used the software for: 2+ years ### "Freshdesk is easy to use for help desk needs" July 24, 2025 5.0 I've been a user for about 5 years and love it. The system is very easy to understand, comment in, email the requestors via. We currently use the Free tier. Pros Setting up a freshdesk is incredibly easy. We just create a mailbox for our Org and have our Staff email it with their ticket needs, and Freshdesk turns those emails into tickets we can track. Cons If you want more than two Agent accounts to respond to tickets with, or you want to have more than one helpdesk for more departments, you have to buy a paid subscription. Everyone's got to make money so I understand, but it is a pain point for us. Review Source GC Graziana C. Customer Operations Lead Retail Used the software for: 1-2 years ### "Streamlining Customers Assistance and Request from Freshdesk " January 15, 2026 5.0 Freshdesk is completely intentional in managing and centralizing customer support The program has effectively managed tickets, which speeds the response time to customers Freshdesk has an outstanding self service support, which gives immediate answers to customers Pros Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues I like the multi channel nature or support that Freshdesk has, which brings all communication together Freshdesk has a supportive collaboration tool, something that improves teamwork Cons I don’t like the price concept from Freshdesk, where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic 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 AM Abhishek M. Business Analyst Financial Services Used the software for: 1-2 years ### "Useful Reporting That Helps Improve Team Performance" June 24, 2026 4.0 Pros The reporting dashboard provides valuable insights into ticket volumes, response times, and overall team performance. Having this information readily available has made it easier to identify trends, monitor service quality, and make better operational decisions. The reports are easy to understand and support continuous improvement across the support team. Cons The available reports cover most daily needs, but greater flexibility for creating custom dashboards and exporting detailed analytics would provide additional value for managers who require deeper operational reporting. Review Source SK Sim K. Admin Health, Wellness and Fitness Used the software for: 6-12 months ### "Freshdesk review" May 20, 2026 5.0 Overall provides value for the money, good for small business and gets work done, provide knowledge base and tracking data Pros It provides value for the money, it is easy to use by user and agents and set up takes no time and UI is good too Cons So many bugs in the environment, suddenly stops working without any warnings and need permanent resolution Review Source PF Pedro F. Head of Marketing Marketing and Advertising Used the software for: 1-2 years ### "Basic functionality but lacks modern features and integration flexibility" November 14, 2025 3.0 Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately, the absence of modern AI features and the limited, clunky integration options make it challenging to build an efficient workflow. For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations. Pros The interface is relatively straightforward to navigate, and the ticket management system covers basic helpdesk functionalities. The email ticketing works reliably for standard support requests. Cons Freshdesk has failed to modernize with the times and lacks meaningful AI capabilities that competitors now offer. The integrations are clunky and limited, making it difficult to connect with other tools in our stack. The platform feels dated compared to newer alternatives. Review Source PA Pallavi A. Analyst Computer Software Used the software for: 6-12 months ### "Internal notes improved teamwork without confusing customers" July 6, 2026 5.0 Pros Our support agents frequently collaborate with engineering and billing teams, and internal notes became one of the most valuable features we used. Team members could discuss solutions within the ticket while keeping customer communication separate, which reduced misunderstandings and avoided unnecessary back-and-forth with customers. Cons As discussions become longer, finding important updates within internal notes can take time. Better organization through threaded conversations or highlighted decisions would improve collaboration on complex tickets. Review Source RM Rohit M. Project Manager Retail Used the software for: 6-12 months ### "Powerful Ticketing Platform That Could Benefit from More Automation" June 15, 2026 5.0 Pros Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams. Cons While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users. 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.