--- title: "Page 2 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 2 - Is Freshdesk the right Help Desk solution for you? Explore 3473 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 (3473) 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 September 11th, 2026 # Page 2 - Reviews of Freshdesk ## Showing most helpful reviews Showing 26-50 of 3473 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VJ Vishnu J. Software Engineer Computer Networking Used the software for: 1-2 years ### "Review By Vishnu" June 16, 2026 4.0 Overall, my experience with Freshdesk has been positive. The platform is easy to learn, simple to navigate, and provides the core functionality needed to manage customer support efficiently. One of its biggest strengths is the quality of customer support, which is responsive and helpful whenever assistance is needed. While the product may not have evolved as quickly as some competitors and can feel somewhat dated in certain areas, it remains a reliable and stable helpdesk solution. For teams looking for a straightforward support platform with strong customer service and a low learning curve, Freshdesk continues to be a solid choice. Pros A classic helpdesk tool with one of the best customer support teams. It's simple, easy to use, easy to approach, and makes it straightforward for teams to manage support requests efficiently. Cons The product itself feels a bit dated, with limited new features or major updates over time. However, it's reliable, easy to use, and backed by excellent customer support, which makes the overall experience positive. Review Source JDC Johny Dwi C. CSO and Helpdesk Global Lead Computer Software Used the software for: 2+ years ### "Efficient and Reliable Customer Support Platform for Daily Operations" May 18, 2026 5.0 Overall, my experience using Freshdesk at Koltiva has been very positive and beneficial for daily customer support operations. Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow. In a fast-paced working environment like Koltiva, Freshdesk supported better coordination between teams, improved response times, and ensured that issues could be tracked and resolved properly. The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way. Overall, Freshdesk contributed positively to operational productivity and customer service management within the company. Pros its user-friendly interface and efficient ticket management system. The platform makes it easy to organize, track, and resolve customer inquiries in a structured manner. I also appreciate the automation features, collaboration tools, and integration capabilities, which help improve team productivity and response time. Overall, Freshdesk supports smooth communication and enhances customer service operations effectively. Cons One aspect that could be improved in Freshdesk is the system performance during high-volume usage, as there can occasionally be delays when loading tickets or updating statuses. In addition, some advanced customization and reporting features may feel limited without upgrading to higher-tier plans. However, overall, the platform still provides strong functionality for daily customer support operations. 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 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 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 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 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 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 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 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 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 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 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 Freshdesk/FreshService) for a long time (approx. 8 years) 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 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 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 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 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 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 Freshdesk 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 Freshdesk 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 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 ## 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.