# Page 21 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 21 - 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 21 - Reviews of Freshdesk ## Showing most helpful reviews Showing 501-525 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RD Ricardo D. BI Developer Law Practice Used the software for: 2+ years ### "A Fresh Solution to Your Ticketing Needs" December 15, 2022 5.0 Great for using as a ticket system for IT Pros It is really easy to use and is implemented within the company without an issue. It makes for a great ticket system for your IT team and keeps communication open and transparent. Cons The reporting can be better, the export of excel files is nice but there can be better dashboards to give a high-level view of what you are trying to see. Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing Freshdesk It was easier to use versus the others Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Freshdesk is easier to use Review Source SJ Sam J. Director Non-Profit Organization Management Used the software for: 2+ years ### "Everything you need in a helpdesk, for beginners and experts alike" December 13, 2021 5.0 Previously the team was managing support by a shared email inbox only - a nightmare for anyone familiar with helpdesk platforms. Freshdesk was simple enough to implement and integrate into daily routines for both admins and users. Pros Straightforward to get up and running, low cost for small support team, easy and intuitive for customers to use, great knowledge base integration. Cons Tiered pricing - some features we would like to use are only available on higher plan levels. Simpler pricing would be preferred - e.g. a feature-limited free version and a paid version which offers all features. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Less expensive Review Source MA Momen A. Engineer Civil Engineering Used the software for: 2+ years ### "It was a great experience and I enjoyed it with some improvements which I expect soon" April 25, 2023 5.0 The program helped me save time and effort, respond to customers in a distinctive way, facilitate and organize business, and the price was appropriate as a value in return. Pros What I liked most about the application is organizing business and responding to customers in an attractive way, while saving time and effort Cons What I liked least about the application is the price, but with all these features, I think it is acceptable Review Source aM alvaro M. Estágiário em Geologia Broadcast Media Used the software for: 6-12 months ### "Avaliação Freshdesck" April 6, 2023 3.0 Minha experiência geral com o Freshdesk foi muito positiva. A plataforma oferece uma ampla gama de recursos e ferramentas para gerenciamento de suporte ao cliente, tornando-o um dos melhores sistemas de helpdesk disponíveis atualmente. Pros Uma das coisas que mais gostei no Freshdesk foi a sua interface intuitiva e fácil de usar. Todas as ferramentas e recursos necessários para gerenciar solicitações de suporte ao cliente estão facilmente acessíveis na plataforma. Além disso, a plataforma é altamente personalizável, o que me permitiu criar um fluxo de trabalho adaptado às necessidades específicas da minha equipe e do meu negócio. Cons Embora a plataforma ofereça uma variedade de recursos e opções de personalização, pode levar algum tempo para aprender a usá-los todos. A curva de aprendizado pode ser íngreme para usuários iniciantes, o que pode exigir mais tempo e esforço para dominar a plataforma completamente. Review Source SK Shahbaz K. Team leader - CX Fraud Operations Financial Services Used the software for: 6-12 months ### "Freshdesk help to communicate with the user and help in ensuring good customer service" May 18, 2023 5.0 Overall it was a great experiencing with Freshdesk. Made our life easier in managing and communicating the users quite often. We can fetch the data and also we get the ticket IDs for the users where we can follow up with user. Pros The thing which I liked the most about Freshdesk that it is user-friendly. Can communicate with the users and provide great customer experience. Cons The thing which is like the least about the Freshdesk is sometimes acts and responds very late. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Companies decision Review Source Dennis K. Content Developer Consumer Goods Used the software for: Less than 6 months ### "Try Freshdesk Today!" January 25, 2023 4.0 Pros I use Freshdesk for assistance in work area activities to relegate, track and convey administrative tasks to my partners, clients & collaborators at large. It gives an unparalleled capacity & clarity in keeping steady over client support and conflict resolution. This software is by far the top tier at having the necessary requirements in supporting my huge client base! The set up was exceptionally instinctive and simple and I have been extremely satisfied with this product. Cons The installation & execution cycle was exceptionally muddled and not all around in implementing. I especially needed to request a ton of help integrating with other apps and invested quite a lot energy fixing botches I'd mistakenly made that might have been effortlessly stayed away from with some additional user guidelines. Review Source Patty E. Contact Center Agent Gambling & Casinos Used the software for: 6-12 months ### "This produc tis feature rich with all the applications that todays customer support agent needs." June 20, 2018 5.0 It is so much more streamlined than our old software SDP and I use this product nonstop for all of our customer support needs and will be adding the phone feature very soon. Pros The transition from SDP was seamless, i was skeptical at first but i learned how to use the software within 30 minutes of using the product with the help of the training video that is provided, The chat application allows me to convert the chat to a ticket if needed and the tickets are tracked so they can be merged with other tickets from the same customer. I am now using the new MINT version which is even more streamlined, I have not yet tried the intergrated phone application but I have already been told that we will be dropping MITEL asap,(finally) and will be adding the phone feature very soon, I cant wait! I am confident that this is only going to enhance our user experience. Cons I have not yet found any reason to not like the software, it really does everything that today support agents need to do their job effectively. Keeping track of the tickets and the round robin feature assigns the tickets to the agents in order so they are distributed evenly among all agents. so there is nothing so far that i like least about this software. Review Source Vikram B. Manager Customer Support Retail Used the software for: 2+ years ### "Best in the field - Freshdesk" November 27, 2018 5.0 Since switching to Freshdesk, there has been no looking around for other options. It has met most of our needs and is a good fit to our business. Pros 01\. Features like Merging allows us to respond to a specific ticket by bringing together all associated tickets. 02. Showing Recent tickets - helps quickly understand what were the previous queries from the customer and how those were sorted. 03. Template/ Canned response - Simplifies the process of responding to frequent queries 04. Segregation/ Grouping of tickets 05. Reporting and admin functionalities - Flexibility to choose plans and add or remove seats as per my requirement Cons 01\. Need more formal font options 02. Need background template to represent my organisation on emails 03. Whether our emails have been delivered and read by customers - Receipts 04. Lively Templates to acknowledge Kudos/ Commendation should be handy an can be available like canned responses Review Source Jeff M. Search Happiness Optimizer Human Resources Used the software for: 2+ years ### "FreshDesk - a Great Agency Support Solution" March 10, 2019 4.0 Highly recommended as a customer support solution. Tracking tasks across the project and giving internal resources and clients insight for a full picture of project status. Great for clients looking for that initial solution that is easy to get started with, cost-effective and adoptable by staff and clients (intuitive to use!) Pros Our Agency looked far and wide for a Support solution that provide transparency to clients and an easy-to-organize platform. FreshDesk was a great choice as it provided a trackable thread for clients (and support staff) to follow while offering the ability to integrate with our existing billing system (FreshBooks-no relation) and project management tool (RedMine) to make sure all projects were handled, completed and billed. Customer support on their side was excellent - responsive and very helpful. Cost is very reasonable. Cons For a larger agency/company a more robust customer support solution like ZenDesk would probably fit better. Review Source VR Verified Reviewer Technical Support Specialist Used the software for: 2+ years ### "Fresh(Help)Desk Experience? Awesome!" April 11, 2018 5.0 We no longer use inboxes to track issues, which results in better tracking and results for clients. Also, we can use past tickets and issues to develop a knowledge, both internal, for specific clients, and internally. We have looked at a lot of tracking software, and FreshDesk is the best! Pros Easy to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing. Freshdesk is a wonderful issue tracking software. Cons I'm most sad that the FreshSuite doesn't have even more software options. They do such a nice job with the software and interface that I feel it's copied by other helpdesk software. A real gripe is lack of real customer support. It's either via forums, that don't always get responded to well, or email, which may go back and forth multiple times before reaching a solution. But, I do have to say that a solution was always reached by support for my issues, so that's a real plus! Review Source VR Verified Reviewer Financial Coach Information Technology and Services Used the software for: 2+ years ### "Very Good Ticketing System" March 13, 2019 5.0 We've been able to grow and scale our business from 3 to 50 employees and didn't have the change the software along the way. We are a helpdesk doing technical support, so this is what we use the most. Growth was easy, and the price is reasonable. Intuitive, so it isn't hard for new employees to learn the system either. Pros I can keep track of my customer's tickets at a glance. The dashboard is helpful for seeing the overall health of my helpdesk. Keeps us organized and is extremely scalable. Worked when we had 3 employees and when we had 50 all the same without hiccups. Cons I wish it was better at keeping constant data so it could be an all in one CRM. They do have other software that connects, but at an additional fee, obviously. I had an issue with billing and instead of the $3,000 refund, they credited my future bill 11 months away. Located overseas, so customer service isn't perfect, but they aren't contacted often enough for that to be a deal-breaker. Review Source EN Emmanuel N. Teacher Education Management Used the software for: 1-2 years ### "Fresh Desk is the best." February 5, 2023 5.0 Help me complete many projects for my clients like never before Pros This software helps me fast tracking my projects and is very easy to use. I like most about this software because of the mobile app. Cons The current feature is more better. Easy to use and very fast Alternatives considered [AutoCAD](https://www.capterra.com/p/265024/AutoCAD/) Reason for choosing Freshdesk Because fresh desk is easy to use and easy to understand faster. Review Source VR Verified Reviewer Freelance Graphic Designer Graphic Design Used the software for: 2+ years ### "Freshdesk is a great ticketing support system" January 1, 2019 4.0 Freshdesk is great for customer support. Most importantly, it's a better way to manage customer requests than email. A handful of additional features would make it a robust system. Pros I like the ticketing model as a means to manage customer support requests. It's great that customers can email the support system directly rather than an individual, so that all requests are centralized. Cons Features that would improve the functionality of the ticketing system would be the ability to add tasks, or convert messages in the ticket to tasks that could be checked off when done, the ability to assign a ticket to multiple people, and I haven't quite figured out why when some people reply to a ticket email the ticket owner gets an email notification, but not when others reply--it makes it inconvenient to have to periodically check the ticket for replies. Also, I receive 3 emails for 1 message added in a ticket, which is a bit much. Review Source Ashley Mathew T. Sr. Tech Lead Information Technology and Services Used the software for: 2+ years ### "Internal Help Desk - Gets all the important things done " August 14, 2022 4.0 When we started of as a small organization, we needed an internal IT help desk to be set up, that is robust, with enough tracking and reporting. Most of the big names in the market were not affordable for us then, however FreshDesk had something that was just the right price, and met all the important requirements. Pros Freshdesk had the right licenses for small businesses. There was no compulsion to pay for so many features that you dont need. Cons We had the expertise to troubleshoot most of the issues, but in rare situations, we had to wait to get the support partner. So I would also advise all users to find the right implementor, in case freshdesk does not operate directly in your city Review Source VR Verified Reviewer Subject Matter Expert Used the software for: 6-12 months ### "Very easy to learn how to navigate and use this tool, New Mint UI looks clean and amiable." August 2, 2018 4.0 Pros I personally find User Interface (Mint version) is very clean and amiable: It helps when the UI is refined down to the essentials - what functions I use most, and the places I need to go, are often no more than 1 or 2 clicks away, which is always appreciated. A clean, sharp UI helps save time and removes distractions helping to maintain focus on the task at hand. The aesthetics for the Mint UI is also very amiable, making use of a simple/soft colour tone - I use Freshdesk daily, so it really helps to find what I look at pleasing. Cons The general lack of customisation at the user level: For example, when updating ticket properties, if I could choose to have certain options in the drop down list highlighted for visibility, or have even better, choose to have some ticket properties defaulted to a certain option, it would save a lot of time. Another suggestion for customisation would be if I could tag Agents to be of a certain group - From there I could send a private note to the tagged group and it would notify the tagged agents in that group, (instead of adding them to the recipient list 1 by 1). The small things all count towards the user experience after all Review Source Jairo N. Perito contador Accounting Used the software for: 6-12 months ### "Escritorio de ayuda muy util " February 24, 2024 5.0 Puedo describir a Freshdesk como un magnifico auxiliar de ayuda , ya que te ayuda a manejar y tener un orden el cual no pierdes la informacion trabajada en la semana y las cuentas estan al dia , por eso me siento satisfecho con el trabajo que me brinda la aplicación Pros Es un escritrorio que facilita mi trabajo en la semana ya que necesito tener todas las cuentas de contabilidad al dia y este gran escritorio es una excelente ayuda que beneficia mi trabajo desde la computadora y que esten al dia gracias a sus magnificas asistencias Cons Puede ser en el momento de pedir ayuda a soporte a veces es tardado la respuesta Review Source Anshal K. VP - Sales Music Used the software for: 2+ years ### "Freshdesk - the best support tool out there!" July 26, 2020 4.0 We've been using freshdesk for about 7 years now. We've never felt the need to look for an alternative. That's how convenient the tool is. Though we are only using probably 60-70% of the features available with freshdesk, It much solves all our requirements to handle our tickets. It's an easy & solid recommendation for anyone looking to manage tickets! Pros Intuitive UI. The ability to sync, manage & assign tickets with ease. Has been a fan of there mobile app and the notifications that helps me keep a track of tickets on the go. Cons Have faced certain bugs at times. For example, We have integrated with Exotel. So when a call comes in, A ticket is logged automatically. But at times, a ticket doesn't get created automatically. It takes time or it just doesn't create. We have to go to exotel and find the number manually. This probably happens like 10 times a year. Otherthan this, We are pretty much sorted with exotel. Reason for choosing Freshdesk Freshdesk is our first tool Review Source KW Katarzyna W. Technical Support Specialist Computer Software Used the software for: 6-12 months ### "A helpdesk that simply do its job right" May 24, 2022 4.0 Pros I really like the ease of use - FreshDesk is simple, and intuitive and even for somebody who has never seen it before, it really tells you where to look for each thing (or even better, you can use a search bar to look for it!). Also, the customer support team of FreshDesk is amazing and I've never waited for more than a few minutes for them to get back to me with help, love them! Cons Its UI is a bit old-fashioned, but it's a personal preference simply. Other than that, some settings are placed under weird tabs so looking for them is a bit of a struggle (even with their help page open). Review Source VR Verified Reviewer Business Consultant Information Technology and Services Used the software for: 2+ years ### "It's good, but it could be better" July 7, 2023 4.0 Pros The solution seems to work well and at scale. Our setup receives roughly 4,000 inbound emails per day with no issues. The scenario automation feature is also easy to setup and fairly intuitive. Cons The analytic reports are not what they should be. Very hard to understand with little documentation to support this. In general the support articles are outdated so very challenging if you're getting started as an admin Review Source cR caroline R. Digital Communications Manager Recreational Facilities and Services Used the software for: 2+ years ### "Productive Customer Engagement Platform" July 28, 2022 5.0 Freshdesk is the avenue for customer assistance, where different questions get appropriate answers for customers support. More so, Freshdesk creates a determined call center, that has no delays. Pros Freshdesk has the powerful call center, which involves all the customer support and they share credible information with their clients. More so, Freshdesk has the consistency of a live chat, that increases the credibility of the response that customer support makes. Finally, Freshdesk generates an analytical report on the customer satisfaction. Cons Freshdesk has uplifted the customer support system, where credible discussions are made and questions with the right answers provided. Review Source Fabricio B. CISCO TAC Engineer - Switching Information Technology and Services Used the software for: 6-12 months ### "Excellent Ticketing Tool for ITSM" August 20, 2019 4.0 It has been a great experience so far. We came from the old BMC remedy and we were looking for a modern ticketing solution. Freshdesk was a very refreshing update and made our life much easier. Pros \- Excellent user interface for ticket handling - Great reporting features - Easy deployment and setup - It has out of the box ITSM templates for easy HelpDesk implementation - Web based. This makes the software highly compatible with any device. - Great flexibility and customization - Easy administration and maintenance Cons Support Team from Freshdesk needs to improve their resposne SLA ASAP. They take a lot of time to respond to tickets and request. Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Reason for choosing Freshdesk We got a better deal with Freshdesk. Review Source DB Drew B. Practice Director Information Technology and Services Used the software for: 1-2 years ### "FreshDesk Review from Drew" March 28, 2023 4.0 Overall, FreshDesk has been a great tool for ticket management Pros It is a great tool for IT ticket management, allows me to manage all of my tickets from one view, and escalate easily. Cons It forces me to log in each day, so I can' really cache my login, but I guess that is a security feature, which is fine. Review Source VR Verified Reviewer Web Developer Computer Software Used the software for: 2+ years ### "Freshdesk is inexpensive compared to some other solutions but lacks quality" July 9, 2023 2.0 I have mixed feeling about it overall. It costs less than some rivals but I'm disappointed with the website templates for the support sites. Pros It doesn't cost as much as rivals such as Zendesk. It has quite a lot of features and the live chat widgets are useful and relatively easy to implement. Cons The frontend of the knowledge-base website is poor. It uses extremely old HTML templates (which includes CSS for Internet Explorer 6!!). I wish the template available was created in a more modern way with CSS custom properties to make customising easier, faster and better for users. It would make it easier to add a dark mode to the site too. Reason for choosing Freshdesk cost Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) it saved money Review Source AKO Ana Karissa O. Trainer Information Technology and Services Used the software for: 6-12 months ### "Freshdesk User Review" January 1, 2023 5.0 It is an ideal tool to use especially to help agents be more accurate in time management Pros Everything we need is here from call monitoring, call recording, taking calls, chat support and documentation Cons It’s performance when distributing calls are imbalance Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Reason for choosing Freshdesk It is more compact and offers easy navigation for agents Review Source Ken B. Consultancy & Sales Used the software for: 2+ years ### "Easy to use, constantly evolving and quick support." June 26, 2018 5.0 Our support channels operatie 3 times faster since using Freshdesk and our customers love the way they can interact so fast with us. Pros We have been using Freshdesk now for a few years and as we grow and evolve, so does Freshdesk. They are constantly improving the user experience, especially since their last update (Mint). We do not use the full potential of our license, but it's reassuring to know that we have their full range of tools at our disposal. Also a big thanks to the support team. They respond very fast, are very bespoke and are able to provide us with clear answers when we are in need of assistance. Cons There are not many cons about Freshdesk for us. If we have something we don't like, we take it to their support team. For example we saw some bad translations to Dutch (our native language) and we kindly suggested changing them. Next day they were already changed! Review Source Talk to a Capterra advisor for free and get results within 15 minutes.