# Page 22 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 22 - 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 22 - Reviews of Freshdesk ## Showing most helpful reviews Showing 526-550 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 had something that was just the right price, and met all the important requirements. Pros 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 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 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 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 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 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 - 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 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 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 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. 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 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 . 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, 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 and our customers love the way they can interact so fast with us. Pros We have been using 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 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 MS Michael S. DevOps Manager Used the software for: 2+ years ### "Aside from a few missing features and occasional speed/access issues, a great and simple product." April 11, 2018 4.0 Pros is the simplest and easiest to use ticket system that I have come across. Its relatively simple to get up and running, and adding/removing agents (without affecting reports) couldn't be easier. There are a large number of plugins available, and we can create our own automation with their version of macros (for example, I have an email go out to the ticket creator if a ticket was created during off-business hours). In my experience, configuring such automatic replies and other simple reactive actions is much more difficult in other ticket system tools, and Freshdesk aces this. Other than that, I have never lost anything - nothing is better than reliability. We're approaching 100,000 total tickets, and accessing ticket number 1 is just as easy now as it was when we first rolled out the solution. Cons While there is a great amount of available plugins, I'd like to see more. Some rudimentary settings such as disabling users from the ability to "delete" tickets is not available - that should be a simple configuration setting. Better reporting functionality and customization would be appreciated, as there is not a ton of configuration settings around that. Change management functionality would be a huge plus. Review Source VR Verified Reviewer KAM Staffing and Recruiting Used the software for: 1-2 years ### "Freshdesk - Changing the way to Chat with Customers " September 19, 2022 5.0 Pros 1 - A query-based query tool providing natural language data discovery 2 - The free tier allows younger customers to experience the system for a longer period of time 3 - Gamification features young customer service agents will love Cons Advanced analytics feature only in beta version Many expanded features require upgrades at the highest price levels Review Source KN Kei N. Owner Food & Beverages Used the software for: Less than 6 months ### "Works very well" May 21, 2021 5.0 The support is great, and the tool never gives errors. It is great. Pros I really like the canned response section which we use every day. Other tools do not let categorize them well, but does and makes it easy to use with shortcuts. Cons The mobile app does not work well as the desktop, and we cannot use it because of it. I wish it mirrors the desktop app. I hope the site is simply mobile-friendly, it would be better than having a separate app that does not work. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Freshdesk Cost, level of support, recommended by peer. Review Source Pieter V. Director Religious Institutions Used the software for: 1-2 years ### "Freshdesk provides a great solution for small businesses" July 25, 2022 5.0 has been reliable and wonderful for helping us organize our emails and keep on top of important inquiries to our organization. Pros has a plan for small business that is extremely affordable (free!) yet powerful. For many small business operations, this can be ideal compared to the competitor offerings. There are a few features (e.g. restricting agent views) missing that may be considered key features depending on your use case, but we appreciate this offering that helps Freshdesk scale with our business needs. Cons I find that the integration with third-party CRM solutions is somewhat lacking. It would be great if we could have information from our CRM system provided within customer support conversations for agent to easily access. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk had a superior pricing structure. Review Source VR Verified Reviewer Marketing and Social Media Used the software for: 2+ years ### "It does it's job, but there is a lot of maintenance required to keep it running" June 14, 2018 3.0 We get a fairly inexpensive platform that allows us to handle basic customer service needs. It also brings us some much needed organization to emails that we could not find anywhere else. Pros It's a great way to integrate phone and email services together for Customer Service. Especially for the price. It keeps everything organized for customer service so they don't have to keep multiple windows open. They can use the phone, while on a chat, while reviewing an email. It's great in that regard when it does work Cons It's a very buggy platform. A lot of times, the phone feature will stop working all together, causing us to have to shut down for a few hours while we try to get it back up and running. The customer service is also not the best. Though, you can tell that they are equally as frustrated as the same issues are appearing but have not yet been addressed by the team. Review Source AB Arnab B. HSOP Computer Software Used the software for: 6-12 months ### "Freshdesk for Fun" January 14, 2023 5.0 I can manage all the tasks very easily, specially lead generation and lead monitoring. Over all it is fun to use the software and very wholesome Pros First and foremost it is very easy to use and very much user friendly. Next it can also be accessed from your mobiles which makes all the more handy. The various stages of lead generation can be customized according to the business type which is a plus point. Cons Only thing which I feel may require a little bit of attention is the analytics and graphical representation. Review Source VO Vandana O. Marketing Head Information Technology and Services Used the software for: 2+ years ### "Worth it and highly recommended " April 4, 2024 5.0 Pros Ease of work Easy to use Good support service which is very important for any IT product Cons Need to work of predefined template as industry wise Nedd to work on work flows as per industry Review Source VR Verified Reviewer Co-Founder Internet Used the software for: 1-2 years ### "Easy tool for Customer Service tickets management and Chat solution" January 7, 2022 4.0 Pros The pricing is clear and easy to choose the best plan. We started using the tool for Customer Service ticket management first. With time, we decided to implement chat solution and a very decent tool was available in our plan. Cons Custom reporting available only in higher plans. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing and easy interface. Review Source EMCA Eudrick Marie Copernic A. Gold leader Market Research Used the software for: 6-12 months ### "About Freshdesk, " February 24, 2023 5.0 help me to discuss easily with my customers Pros I use to facilitate my dealings with customers who take service from my company. Cons Sure, about the structure of this app I think. Review Source GO Gabriel O. Ceo E-Learning Used the software for: 6-12 months ### "Good service but need to improve the design" March 2, 2023 5.0 The made our company's tasks run faster and more efficiently, ending a major gap of lack of communication between teams. Pros is an excellent service for customer management, as well as service and management of tasks to be performed. The service is being used in our corporation and it has performed excellently in organizing the company's tasks. Cons The design needs to be updated, seeking to make it modern and more intuitive Alternatives considered [Pipefy](https://www.capterra.com/p/144848/Pipefy/)[Nifty](https://www.capterra.com/p/172519/Nifty/) Reason for choosing Freshdesk The possibility of centralizing services in a single location. Switched from [Trello](https://www.capterra.com/p/211559/Trello/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Consideration was given to exchange the range of services and centralization of services in one place. Review Source Audrey D. Business Process Analyst Retail Used the software for: 1-2 years ### "FreshService used for IT work orders/helpdesk" October 8, 2019 5.0 helps me daily to prioritize and keep track of my tickets and workload for the day. I can quickly view history or open tickets. Changing my view for different types of tickets keeps me productive. I think using FreshService as an IT tool is awesome! Pros I like how easy this software is to create and view and update new tickets. You can access from your pc, mobile, or simply via email. The history and followup that freshservice holds in one ticket is very helpful to remember some of those long standing requests that I come across. Cons The filtering and saving views is nice, but I can easily forget which one I'm in. If it had a simple projects module that would be perfect to me! i am mostly project based, so seeing a more accurate idea of where each step is and what is next action would be beneficial Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Not sure I wasn't on the team to implement 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.