# Page 2 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Freshdesk the right Knowledge Management solution for you? Explore 3415 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 (3415) 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 14th, 2026 # Page 2 - Reviews of Freshdesk ## Showing most helpful reviews Showing 26-50 of 3415 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Brennan G. System Administrator I Insurance Used the software for: 6-12 months ### "Easy-to-Use Help Desk Solution" September 19, 2025 4.0 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 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 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 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 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 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 TB Trent B. Director of Client Care Telecommunications Used the software for: 2+ years ### "The Omnichannel Tool You'll Need" June 23, 2025 4.0 had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired. Pros was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received. Cons The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system. 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 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 SM Shailesh M. IT Service Delivery Manager Wholesale Used the software for: 2+ years ### "Helpdesk tool that balances ease of use/functionalities offered/value of money" March 16, 2026 5.0 Overall experience is positive - makes my day-to-day life easy by tracking/organising all queries/incidents for me. There are not many applications out there that balance ease of use/ depth of functionalities that meet our requirements. Pros Easy to use interface that connects different workflows/areas in a seamless manner. It also means that various departments can collaborate seamlessly too. The user interface is also simple/easy to use - both for end users and agents. Cons Not applicable. I have used the products (both /FreshService) for a long time (approx. 8 years) 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 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 AY Andrew Y. Technical Support Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Freshdesk, the best CSM tool to use" June 20, 2025 5.0 We love and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier. Pros has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient. Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around! Cons Since we started using we really only had one or two hiccups. Each time, their support team was able to assist and guide us to get everything resolved in a timely manner. The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two. It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic. Alternatives considered [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Reason for choosing Freshdesk The price was better going with and the initial setup with Freshdesk was able to completed within 1 or 2 working days where the other product was going to take much longer 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 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 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 , where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic Review Source VR Verified Reviewer Director Leisure, Travel & Tourism Used the software for: 2+ years ### "You'll only get to know about freshdesk when you'll try to cancel subscription." August 5, 2025 1.0 Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements. Pros It does what it is supposed to, with no complaints about its functionality. 's own customer service is below average. Cons Try cancelling the subscription and you'll see how limited 's service is. It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Better functionality and user interface. 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 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 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 TM TouFue M. IT Tech Real Estate Used the software for: 1-2 years ### "Freshdesk a must for IT" January 16, 2026 5.0 Overall, I feel does the job greatly for what our company needs. Submitting ticket, creating knowledge base, setting up canned response all are great features to have. Pros The most I like about is the simplicity of using it when dealing with end users. Being able to categorize our tickets based on help desk or projects made it easy for us techs to deploy what needs to be done and to who. Cons One thing I like the least about is the dashboard interface feels a bit bland. Having the options customize would be great. Review Source PH Patricia H. Program Director Education Management Used the software for: 2+ years ### "A support tool that helps to maintain order in communication." December 28, 2025 5.0 Being a Program Director of various academic programs, I consider to be effective in addressing inquiries and internal support requests. It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions. Pros I like the fact that conversations can be allocated, monitored and sorted without necessarily having to follow up every now and then. Cons There are more advanced features that seem to be overbuilt to the small teams and require time to set up correctly. Review Source CL Carissa L. Marketing and sales manager Food Production Used the software for: 1-2 years ### "A great asset for our growing company" June 13, 2025 5.0 Overall, I’m really happy that we have Fresh Desk. We use it for both our phone and our email inquiries. It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets. Pros I really like Fresh Desk because as a growing company we were finding it hard to manage the volume of customer request we were getting Fresh Desk makes things so much more organized and allows. Our team members to work better together on who’s helped too and get things resolved quickly. Cons The only thing I really don’t like about Fresh Desk are the fact that you can’t have part-time team members they have to be the same price as full-time team members and I do find the Support to be a little bit difficult to work with when we’ve needed help with issues Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Better price and worked better for our needs we needed a phone Review Source RR Richard R. Senior Support Specialist Real Estate Used the software for: 6-12 months ### "Freshdesk - A breath of Fresh Air" March 24, 2025 5.0 Good from the outset, initial support was good, but after that, it disappeared, but by then we were working on a basic ticketing system and fleshing out the details to give a more in-depth service catalog. Pros Ease of setup, basic functionality and overall features straight out of the box, made setting up very easy. Cons Limited functionality, there is a more advanced product that is ITIL compliant and the limitations have taken some time to work out how to do in the lower-level product. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk Whilst it would have been our change as we use Zooh CRM, the group solution was in the end the best place for our desk Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Group usage of and the costs/Features Review Source VR Verified Reviewer Communications and Events Manager Events Services Used the software for: 1-2 years ### "Freshdesk is Great for the Ease it Brings to Team Collaboration" July 31, 2025 3.0 It is helpful for the collaborative aspect that we are looking for as a team, but the issues such as poor search function and inability to set due date when creating a new ticket can make use frustrating. Pros It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts Cons Overall, it is a fairly clunky platform. It doesn't allow you to do several things that I would expect out of a standard email program, like scheduling emails to be sent later. Review Source VR Verified Reviewer IT Support Analyst Retail Used the software for: 1-2 years ### "Knowledge Base Is Power" August 18, 2025 3.0 Pros Our admin did a good job of integrating the KB with the ticketing systems so the KB was a very reliable point of reference while troubleshooting during a call. We would try to make our troubleshooting steps sound seamless even when we would come across a more obscure issue. Cons I have no issues with the KB portion of . My issues are more with the ticketing portion of Freshdesk. As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out. Review Source JR Joe R. IT Director Education Management Used the software for: 1-2 years ### "Best free ticketing software out" September 22, 2025 5.0 Overall I think it's a great product and is worth checking out. If you need something free like I did, definitely give it a shot. You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort. Pros Very easy to use and implement. It's also completely free but does offer more features for paid users. You can absolutely use just the basics and be fine Cons The layout is sort of confusing and it is not explicitly clear on where certain settings are. I also found the portal login to be troublesome at times when trying to login Review Source NM Natale M. Senior Field Technician Information Technology and Services Used the software for: 1-2 years ### "FreshDesk Review" July 16, 2025 4.0 It helped our organization for awhile to maintain history of communication and notes with clients throughout our team. Helped with job tracking and making sure tickets don't go unanswered. Pros It made communication history with clients very easy to track and share with other team members if it needed to be transferred. We used the notes frequently for additional information not visible to the client. Cons The interface is a bit convoluted, some functionality is not easy to find, also we found it to be very hit or miss with custom rules. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) Kayako was not working well enough for us and their pricing increased so we switched to another service. Review Source AM Anna M. Customer Service Agent Health, Wellness and Fitness Used the software for: 1-2 years ### "I loved it " April 30, 2026 5.0 Pros I loved using in my previous job. Compared to Zendesk, which I currently use, it seems light and easy to use. Cons It came up with few issues but they wouldn’t make deserve a bad rating. Zendesk is all in one and Freshdesk is just a tool for freshwork ecosystem Review Source VR Verified Reviewer Account Manager Information Technology and Services Used the software for: 2+ years ### "Great tool not only for Support, but also Sales Teams" August 4, 2025 5.0 Pros Great value for money, I use the product daily to track and manage customer support tickets, also love the integration to our entire tech stack and ease of use. Cons sometimes feels not to offer enough collaboration features between customer support and Sales teams who both work on the platform. Review Source SD Shikha D. Senior Reputation Executive Information Technology and Services Used the software for: 2+ years ### "Nice platform for handling tickets" July 4, 2025 5.0 Overall, it is a very good platform. Easy to use, nice UI, easy navigation. It has everything that requires to make the ticketing task easy. Pros The best thing about is that it is very user-friendly. Even a new user can easily navigate through it and use it without any hassle. The tickets flow easily, and adding tags and everything is just a task for a few seconds. Cons They have recently added too many sections which need to be updated mandatorily to close a ticket. Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket. Review Source DL DONIA L. Project Manager Computer Hardware Used the software for: 2+ years ### "Structured help communication via all our communication platforms" July 15, 2025 5.0 makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be time-consuming. Pros has made it easy to receive new customer requests every day. The automatic ticket allocations and the self help feature have saved us a lot of work and my team can invest in more complex problems. Cons I discovered that it can be relatively laborious to generate highly personalized granular reports to monitor highly specific agent data or arduous customer journey detail. Review Source CJ Céline J. Social Media Manager Consumer Services Used the software for: 1-2 years ### "Freshdesk is easy to use for help desk needs" August 12, 2025 5.0 Pros is really awesome, it's easy to use and its interface is intuitive too, most of its services are all integrable with all social media. All its features are able to make customer interactions easier, the feature I liked the most is being able to tag clients which makes my work less hard. Cons My problem is with customization, it's not fully customizable like most of other softwares of the same type, often you just have to adapt to the customization system it offers. Review Source AP Abid P. IT Director Education Management Used the software for: 2+ years ### "Superb and easy to use IT helpdesk" April 28, 2025 5.0 Pros Simple to set up and get started. Easy for users to log tickets and keep informed via the portal and email workflow. Cons I would prefer if they had a stronger back end from the agent perspective. Make it easier to customise the support portal, but also contact the support team. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Reason for choosing Freshdesk Look and feel, cost, ease of use and ease of implementation 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.