# Page 21 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 21 - Is Freshdesk the right Knowledge Management solution for you? Explore 3434 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 (3434) 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 22nd, 2026 # Page 21 - Reviews of Freshdesk ## Showing most helpful reviews Showing 501-525 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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, 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, 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. 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 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 Pros ticket management too good easy to reach to students problem ,easy to see tickets ,everything to manageable keep it up 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 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 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 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 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 has been very positive and we will continue using it to for the foreseeable future. Pros We were able to implement 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 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 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 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 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 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 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/) 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. 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 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 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 . 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 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 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 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 , 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. 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 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. 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 ## 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.