# Page 20 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 20 - Is Freshdesk the right Knowledge Management solution for you? Explore 3408 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 (3408) 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 March 30th, 2026 # Page 20 - Reviews of Freshdesk ## Showing most helpful reviews Showing 476-500 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Donny H. IT Manager Information Technology and Services Used the software for: 2+ years ### "Great Helpdesk and Support Platform! " March 27, 2023 5.0 It has been great so far and we plan to use Freshdesk into the future! Pros It was easy to get setup and is really customizable! Cons Honestly not a whole lot that we find wrong with Freshdesk. Review Source VR Verified Reviewer Senior IT Engineer Education Management Used the software for: 2+ years ### "A Great Helpdesk Solution" December 6, 2019 5.0 We provide IT support to over 2000 users with this platform and we never have any issues with it. It is both effective and reliable. Pros This is a great platform for helpdesk management. We use it for around 5 engineers and it works great as it's not over-complicated. A lot of Help Desks are designed with Enterprise business in mind however this often makes the helpdesk cluttered and too complex for smaller organisations. The platform is simple and easy to navigate for both Admins and end users. Cons There are some additional features which would be nice to have but aren't included in the lower price plans however this is understandable. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Spiceworks was clunky and over-complex for what it was needed for. The user interface is much more friendly on Freshdesk. Review Source Kelly W. IT Manager Automotive Used the software for: 1-2 years ### "FreshDesk - Put the Work In" March 18, 2022 4.0 It was good after the initial setup work and I learned to not count on support. Pros It is a pretty straight forward Ticketing/KB/ITAM system. Out of the box it is pretty basic, but there is a fair bit of customization available. Cons Do not count on FreshDesk support to be that helpful unless you have basic questions. I found support very limited and luckily I had the HTML and integration knowledge to do it right in terms of setup and configuration. You HAVE to put the time into it to set it up correctly to be worth its fairly cheap price. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshdesk Price, it was all price driven. Review Source Llyr R. Managiner Director Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Perfect software unlimited customizations possible" May 22, 2023 5.0 The software solves a real business need. It's a shame Freshdesk does not integrate very well with Freshsales. Pros Staff enjoy using the software and they enjoy checking the statistics. Every email and call is logged for reporting and performance tracking. Cons Integration with Freshsales CRM is lacking. This is a real shame because they could work seamlessly together. Review Source VR Verified Reviewer Founder Marketing and Advertising Used the software for: 1-2 years ### "You won't go without it if you know how to use it" November 7, 2018 5.0 Freshdesk is one heck of a ticketing and support tool that is far better than most of its competitors. If you are looking for clean, effective, and straightforward support tool for your team, go for it. Pros I have worked with different teams and have always loved using freshdesk. I use freshdesk for multiple projects including a subscription box business that has 50+ team members. And when it comes to managing, collaborating, and assigning tasks within a large team, that's where you will realize the real potential of Freshdesk. It has some of the best features such as assigning tasks to team members, managing tickets and customer complains, conversion optimization, and more. The automation feature will save you a ton of time if you use it smartly. For instance, we automate, prioritize, and assign tickets based on agent skills which means agents receive tickets based on their expertise. This needs a bit of initial work to setup but once it is done, you will love it. The self-service is another amazing feature that lets you let customers help themselves in their preferred language. Cons Freshdesk is expensive. It does come with a free plan but you won't be able to get the real feel of the system on the free plan. You will have to switch to a premium plan if you are really interested in helping your customers by solving their problems. Second, it is a tool for teams. Don't go for freshdesk if you manage and handle your business yourself or if you don't have a team. Review Source JJ Janifer J. Researcher Hospital & Health Care Used the software for: Less than 6 months ### "Freshdesk Review" November 12, 2022 5.0 Pros I like freshdesk, because by tickets management, I can schedule, track my team mates in mobile access itself, and can manage the content, track, get the updates on the progress of the project through tool in freshdesk. Cons I did not faced any issues in freshdesk. Review Source Shane N. Founder & CEO, IT Consulting Firm Information Technology and Services Used the software for: 2+ years ### "Freshdesk Solution" August 16, 2018 5.0 We are an MSP who works completely off this solution and it has changed our workflow tremendously. The new release has some added features such as scheduling/reminders that has helped us hit the tickets that are time sensitive more efficiently. The customization for rules are very useful and has allowed us to create a workflow that limits manual work. Pros It's easy to use, the tech support is very responsive and professional. It keeps getting better and has all the features you can imagine from a ticketing solution. We shopped it and looked at different solutions, but Freshdesk seemed to offer more bang for the buck and it delivers without failing on anything. The solutions portal allows us to submit specific technical knowledge emails and be able to use it as a wiki, that is pricesless for tech support businesses like ours. Cons I am personally not crazy about the new interface but our team seems to love it. The reports could get a bit more detailed, but frankly not much bad to say about this solution. Review Source MH Michelle H. Category Leader Information Technology and Services Used the software for: 1-2 years ### "Best Email Ticketing System out there" December 6, 2019 5.0 We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively. Pros The ease of use and the overall look and feel of the experience for the team and our customers. Cons We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed. Review Source DV Dorian V. Lead Founder Support E-Learning Used the software for: 6-12 months ### "Hands Down- Our Favorite" May 20, 2021 4.0 Pros The integration and intuitiveness of Freshdesk has been great. It is much easier to make changes, customize, and implement things directly related to what you need. The canned responses are simple and easy to use when you're in the middle of a ticket or chat. The price point is great for each tier of service and you receive great features throughout. Cons I do wish some basic features like being able to email a chat transcript to a customer was included in all plans. Many of the apps you can add on through the marketplace require the highest level of service. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We were looking for a more cost-effective option with more of the features we needed. Review Source Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Convenient and highly adaptable Tool" January 12, 2022 5.0 The price is fair from my point of view and you can choose the plan that best suits you. We first started using the ticket solving tool in our Customer Service. Over time, we decided to increase and add the other tools that really made an improvement in our plan. Pros Since we have used it it has been an incredible experience, we are completely satisfied with the product. Contract staff has used it and was present during the evaluation process. It has good points in favor with which we are happy. Easy to configure and start to use and this is very important, easy to integrate into websites or use API to integrate into our systems. Cons On some occasion we may have had the option to Retrieve a correspondence that we previously transferred. The integration with our telephony provider has not been the best and this is a big problem for us. Review Source Ashton F. Coordinator Writing and Editing Used the software for: 1-2 years ### "Excellent application for customer service!" October 6, 2023 5.0 Pros The application is easy to setup and very user friendly. Customer support has become very efficient and effective. The chatbot, ticketing service and time tracking has helped immensely. Cons The ticketing feature in terms of the "status" of the ticket can become a bit complicated sometimes. For instance, if I want to send that ticket to a colleague then I need to make sure that i change the status to "open". Otherwise, my colleague wont be able to see it. Review Source JK Jane K. Marketing Assistant Recreational Facilities and Services Used the software for: 2+ years ### "Automated and Responsive Help Desk Solution" July 13, 2022 5.0 Freshdesk is a highly performing help desk solution, with a professional issue based team that gives utmost assistance. More so, Freshdesk has articulate ticketing process, very efficient and fair for the customers requests. Pros Freshdesk is a well organized customer help platform, where issues are navigated and shared to match the requirements raised by consumers. More so, Freshdesk incorporates a live chat, which is instant and very friendly for the incidences that occurs. The platform also acts as a form of customer relations support, to mold relationships within and outside the firm. Cons Freshdesk has categorically managed to improve the customer help in companies, where there is a solid and affordable platform to match the clients needs. Review Source DM Domijones M. Information Security Manager Professional Training & Coaching Used the software for: 2+ years ### "Freshdesk features" November 17, 2022 5.0 Pros The interface of Freshdesk is very user-friendly and can easily be understood without any technical or complex functionalities to look at. Cons No comment on this one. So far, Freshdesk has supported our organization and helped us a lot in our everyday lives. Review Source Mayank M. CSA Consumer Services Used the software for: Less than 6 months ### "Freshdesk for easy work!!" August 26, 2022 4.0 This programme is probably the most comprehensive tool for customer support because it enables us to serve our consumers across all platforms, including social media, phone calls, emails, websites, and SMS messages, from a single control panel, ensuring that no request is missed. We can use a feature in it to organise our requests into priority lists based on their importance. Pros With numerous support channels, including live chat, email, phone, and social media, Freshdesk offers many very helpful features. Additionally, it is a cloud-based software that is simple to use and has clever automation capabilities to make sure things are done quickly and smoothly, enabling more effective company operations for greater customer engagement and experience. Cons The ticketing system may become sluggish and the overall programme may feel more complicated when numerous requests arrive concurrently through the various routes. The virtual assistant could also be simpler to set up; I've noticed that some fields are required to launch the assistant even though they aren't absolutely necessary. Review Source VR Verified Reviewer Consulente IT Information Technology and Services Used the software for: 1-2 years ### "buon tool di gestione ticketing" February 13, 2023 4.0 Pros interfaccia curata e semplice, personalizzabile Cons livello di personalizzazione minimo rispetto ad altri prodotti che permettono di customizzare al 100& ogni singolo aspetto Review Source Sheryl B. Founder Entertainment Used the software for: 2+ years ### "Freshdesk is easy easy so much easier than Jira!" May 10, 2019 5.0 Great pricing for an excellent product. Pros Ability to turn emails into tickets, automatic rules, low price, easy to use and setup, nice interface. Cons None that I can think of. You can delete 30 tickets at once. Got spammed once with 4500 tickets, but was able to add a rule to delete those tickets so it wasn't a hindrance after talking to their support - which was very fast in helping btw. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshdesk In the past Jira could not handle our workload of tickets and crashed several times and we were unable to delete or recover chains of tickets. The setup was hard and not user friendly and the pricing went up dramatically, and we had to manage on our own server. Freshdesk is just so easy to setup. Review Source Luis C. Software Developer Used the software for: 1-2 years ### "Offer to your customers a exceptional service." April 26, 2018 4.0 Offer a service of first attention to my clients, giving my company the ability to serve them all as if they were unique, giving a plus of development and growth to my business. Pros This system offers your clients the ability to feel like they have a person waiting for each request they have, so they will always prefer your company and they will have it as their first option, as the program does, through email, twitter or facebook Freshdesk creates tickets that will be sent to the tray and you can attend them in moments, besides that the clients will also be able to create the tickets directly, besides this you can configure how they announce you of new tickets to be always attentive to the requests that arrive to you . This is really important when you want your company to go further in service, ensuring the customers you have and catching new ones. Cons In principle it may cost you a bit to understand how it works or how to get the most out of it and you may get a little overwhelmed by the amount of tickets, or if customers get excited and send many requests, while normalizing it will be a bit strong. Review Source NT NEERAJA T. STUDENT SUCCESS TEAM Consumer Goods Used the software for: 1-2 years ### "fresdesk is really Freshdesk" November 19, 2023 4.0 nice experience till now thankyou freshdesk Pros ticket management too good easy to reach to students problem ,easy to see tickets ,everything to manageable keep it up Freshdesk to giving nice experience.. me any team very satisfied.. Cons minimize some category like not giving to much category .. Review Source Anthony R. IT Technical Project Manager Computer Hardware Used the software for: 2+ years ### "A perfect solution for SMEs" February 14, 2023 4.0 We used Freshdesk to provide a ticketing system to manage and prioritise the support and product enquiries from our customers. It also provided us with a Customer Portal to allow customers to access a knowledgebase for self-help and to submit/view tickets. Our experience was positive, with good support when we needed it. Pros Freshdesk is quick and straightforward to set up/deploy, with easy integration into Office 365 mailboxes and forwarding options for other providers. It provides a rich feature set for a reasonable cost per technician when compared to some other brands' offerings. Cons There was not much to dislike about the Freshdesk solution, but the cost can start to increase substantially if you have more than 3 or 4 technicians and if you need to support multiple brands via the helpdesk. Review Source VR Verified Reviewer Software Support Computer Software Used the software for: 1-2 years ### "A Great First Step" December 16, 2019 4.0 My experience with Freshdesk is if you have never used an online helpdesk system or are currently using some CRM or other weird manual way of managing issues, Freshdesk is a great first system. Only having used it in a relatively small team I can't say whether or not it would scale well but all the functionality to do so appears to be there. We haven't had much downtime of the software as a whole, mostly downtime only affects specific features (such as searching or other isolated systems). Overall pretty happy with the solution. Pros \- Integrations are pretty good with other stuff, we use Jira and it links perfectly. - Support responses have always been great, I personally prefer the chat option to get problems solved quickly. - Analytics is quite good, it recently got an update to make it even better but I haven't had too much time to look at it yet. Cons \- Feature Requests almost feel like they land on deaf ears, or are sometimes ignored as "potential bugs". Would much prefer some kind of UserVoice system that lets people vote on what is important. - SSL Support is way too expensive, especially if you have multiple products. We already have SSL certificates, why can't we use those? Review Source VR Verified Reviewer Learning Technology Lead E-Learning Used the software for: 1-2 years ### "A feature-rich support ticket system" June 8, 2023 5.0 Overall the experience with Freshdesk has been very positive and we will continue using it to for the foreseeable future. Pros We were able to implement Freshdesk quickly within our organisation, and setup a lot of automated functionality for responding to tickets which saved valuable time for all teams involved. Cons It took some time to learn the dashboard and discover all the features available on the platform - this could be resolved with more in-depth training for new users. Review Source JV Jarrett V. Founder & CEO Computer Software Used the software for: 2+ years ### "Good reliable product with good service" September 27, 2018 5.0 We've used Freshdesk for a couple of years, making use of the support ticket system, the knowledge base, and forums. The system has been reliable and easy to use. Getting set up and going was simple. The company has made regular updates and improvements. Their editor for creating articles works well, even allowing simple clipboard paste of images/screenshots rather than having to go through an upload process to make them available (unlike Mailchimp). We were nervous about support when it was clear we were getting transferred to an overseas center when we called, but we were pleasantly surprised that each support call was handled quickly, professionally, and in a helpful manner without long hold times. These guys are the exception to the rule in that regard. Conclusion: Good product at fair price from a good company. Pros Fast, works well, good support, good editor, API for single-sign-on, allowing users of our product to automatically authenticate to our support site without a separate logon. Cons Their chat option, FreshChat, is not good because there's no way to indicate when your agents are offline or online, just an indicator of avg response time, allowing people to think you're there to answer a chat when you may have just left. We would like a few more options for customizing the look and feel of our support site, beyond just choosing colors, but without the need for advanced HTML/CCS - things like fonts, columns, default number of items before "more" etc. Review Source Chaitanya B. CEO & Founder E-Learning Used the software for: 6-12 months ### "Best Customer Helpdesk tool for Agencies." June 14, 2021 4.0 I was user of Freshdesk for a while when I was searching for free helpdesk alternatives. But brandings, limited customizations and unavailability of custom domains in free plan was a bit disappointing thing for me. Also paid plans were a bit expensive considering the organization expenses and other alternatives. So I moved to another software which was also a feature rich and less expensive with all the customizations I wanted. Pros 1) Easy to use. 2) One of the most stable and evergrowing software with many features and good Funding. 3) Mobile App, Ticket Management and many addons by Freshworks makes this all in one choice for agencies. 4) Free plan with good limits and a little branding is good to start if you are looking for a free helpdesk solution. Cons 1) Paid plans are expensive where must have features like custom domain for knowledge Base and branding removal will be provided. 2) Good for big Agencies but not for small brands without white label options. Review Source VR Verified Reviewer Practice Lead Used the software for: 6-12 months ### "Solid help desk for the price" December 29, 2017 4.0 Was able to implement a cost-effective help desk solution that integrates with our CRM. Pros FreshDesk has great strengths in terms of being able to customize it for your company's specific workflows. Love the capabilities to implement our own templates to the look and feel in a very straightforward way. Gives you all the basic functionality required of a help desk. Cons The worst part of FreshDesk is their customer service. There is no way to bulk import tickets if you're migrating from an existing system without contacting their support team and having them do it. We waited over a month for our tickets to be migrated, at which point, there were new tickets that didn't get ported over. Unless you just have a question about using the software that their team can give you a canned answer for, their support team must be wildly overworked or else wildly inefficient because it will take them 9 years to get anything substantial done. Also, their support team isn't the best and the brightest when it comes to understanding your problem. That's been encountered repeatedly. Under "needs improvement", they WAY oversell their integration with FreshSales. Turns out you can only sync 10 fields, so, pick your favorites. Review Source SF Sara F. Supervisora Financial Services Used the software for: 1-2 years ### "Muy útil para el día a día " June 6, 2023 4.0 Lo recomiendo ampliamente, ya que Freshdesk es una herramienta de fácil uso, que nos ayuda a llevar un mayor control de las gestiones Pros Que es de fácil uso y puedes obtener datos exactos de las gestiones que estes realizando, agradable a la vista Cons Que a la hora de solicitar un reporte, en algunos casos lo envia por archivo CSV al correo y no lo puedes ver detallado desde la plataforma Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Para poder cuantificar la cantidad de interacciones y gestiones de cada día Review Source Talk to a Capterra advisor for free and get results within 15 minutes.