# Page 22 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 22 - 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 22 - Reviews of Freshdesk ## Showing most helpful reviews Showing 526-550 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 Freshdesk 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 FreshDesk 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 Freshdesk has been reliable and wonderful for helping us organize our emails and keep on top of important inquiries to our organization. Pros Freshdesk 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 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 FreshDesk 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 Freshdesk help me to discuss easily with my customers Pros I use Freshdesk 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 freshdesk made our company's tasks run faster and more efficiently, ending a major gap of lack of communication between teams. Pros freshdesk 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 Freshdesk 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 VR Verified Reviewer CTO Information Technology and Services Used the software for: 2+ years ### "A solution for IT Support ticketing!" February 21, 2019 5.0 Freshdesk support was always there with quick responses and quick solutions to any issue or question I had. In most cases it was always a user issue (me) and not something on their end. I had a great experience with them and their product! Pros Ease of use! As an IT support company, having clients emailing me got to be a mess, and this solved the issues, allowed both the support personnel and the end user track their issues and review previous solutions, and having a mobile app that interfaced with it was great for on the road handling of support issues or generic questions being submitted by end users! Cons Cost, but then again I often don't want to pay more than I have too, but the product is more then worth what I was paying for it, so although I didn't like the cost, I was happy to pay it due to the problems it was resolving for me by centralizing all support issues for all my clients. Review Source GH Gil H. Product Support Computer Software Used the software for: 2+ years ### "Top-notch software for ticketing, support can be better" August 30, 2022 4.0 Happy to use it. Overall, it is better experience than Zendesk, easier than SalseForce and more track-optional than Gmail (or any mail platform). Pros Great tracking, with multiple filters, after all tickets from customers. Full of options of info for reports that shows the use of the platform. Cons Support can be more helpful (the chat-base support is less comfortable than mails or messages). It is too complex to create automations and escalation rules. Review Source PP Paul P. Technical Operations Manager - EHS Computer Software Used the software for: 2+ years ### "Awesome product!" July 8, 2019 5.0 We needed a centralised product to handle communications, drive our workload, provide automation, statistics and be our sole platform across multiple regions and ultimately, diverse products. Freshdesk seems to add the new features we need - just before we need them, and we can see others that we dont yet need, but will eventually grow into. Our overall experience has been brilliant - from initial small scale setup a few years ago, to gradual wider global deployment. Pros Configurable to meet our ever changing needs. In the years we have used it it has evolved with us. Sure there are things we dont need/use....now - but who knows in the future. It does everything we need and more - and it does it well. Its very scalable - we started out as a single product line, but it is now used globally for very different product lines - and it handles that diversity very well. The entire team use it all day, every day, and it is the one aspect of our work that is never painful! Cons Nothing from a daya to day perspective. I would like some better options for 'canned' reports. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Ease of implmentation and the better pricing structure Review Source Amber Elizabeth M. Graphic Designer Insurance Used the software for: 6-12 months ### "Intuitive... ish." March 20, 2020 4.0 Very handy for our purposes, and should we ever have to switch, I’m curious if we’d be able to compile the information or it would be lost. In the meantime, I would recommend it and would even consider it for my personal graphic design freelance jobs. Pros We’ve been using this product as a project/ticket tracker for internal graphic design projects. It works well, our project manager can assign tickets to various people on our team, add notes, add attachments, and then we can send the final files to the client. For this purpose, it works great. Cons When people respond to tickets they aren’t always matched up to the ticket and instead creates a new ticket. The file transfer limit is understandable, but if the file name is too long (or has identifying numbers or names at the end of the name) it will give you the error, but it is hard to discern which files are not attached. Some of the tools at the administrator level would be helpful to allow individual users to update for creating responses. Review Source RV Robert V. Owner Computer Software Used the software for: 2+ years ### "Must-have software for anyone that deals with customer support" September 17, 2020 5.0 My overall experience with Freshdesk has been nothing short of exceptional. Pros What's most valuable about Freshdesk is that, as a whole package, it increases productivity exponentially. I cannot imagine not using it and consider it an absolutely critical system for us. I've used other systems and have stuck with Freshdesk for nearly 10 years now. Cons I know people likely won't believe this, but I don't have any complaints. None. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I've used many ticket software packages over 20 years, Zendesk was the last but it was really pricey at the time. I didn't use it long, but if I had to say why I switched initially it was because of the lower cost of Freshdesk. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: I used a free trial ### "One of the leading software for customer service" December 18, 2022 4.0 The overall experience was good, but they could work a little more on improving the performance of their APIs. Pros I like that they provide a ton of features, and platforms if we purchase an entire suite. All their features are segregated into different modules and help me keep all my tasks de-coupled from each other. Their interface is quite intuitive and provides a good user experience to the users. Additionally, I was able to set up some of my tasks using automation and create some repeated workflows easily. They provide one unified platform to manage everything. I connected with multiple channels and integrated their platform with apps like WhatsApp, messenger, and other chat channels. Their UI is easy to understand, and I was able to explore almost all of their features with little or no support. Cons I did not like that linking tickets with each other was not easy, and was a bit of a hassle for me. When it comes to text formatting, and highlighting certain parts of the content, it was not very intuitive. I feel they could provide some more text formatting features. Moreover, I wanted to use their APIs to create internal reports, but their response time/performance was not so good. Review Source RC Reuben C. Director Client Solutions Facilities Services Used the software for: 6-12 months ### "Freshdesk solved a lot of problems for us!" December 7, 2020 5.0 We are very pleased with the product, it has brought our overseas teams together and made the status on tickets much more visible. Pros The product has a simple and easy to use interface, but you don't sacrifice complexity or configuration-able-ness. It got us out of using a shared-inbox and into tickets, saving us a ton of time and frustration. It was easy to spin up an instance for testing, and getting the team trained on how to use was a breeze. Cons There are some bits of the notifications that are lacking in features, but only mainly because we have specific needs based on our process. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Reason for choosing Freshdesk price, simplicity, time tracking Review Source MIS Mohammad Iqbal S. Assistant Manager - International Sales Information Technology and Services Used the software for: 2+ years ### "Perfect Tool for Remote Support " April 25, 2023 5.0 We use to deal with our clients. The support team is using it on a daily basis to track the requests and provide a full customer satisfactory response within no time. Good product for an organization that need to deal with a customer support system. Pros The user interface is really easy to use. Even a fresher can easily adapt and start using. Also, we like the reporting capabilities, which are very useful when we are in at Managerial Position. Cons The price is a bit high and the integrations provided are limited. Review Source Clarence L. Coordinador Helpdesk Used the software for: 2+ years ### "A powerful tool as a first level of support, scalable, dynamic and simple to use." June 20, 2018 5.0 I have managed to create incident control policies in a centralized way and at a cost below, since it is managed in the cloud and it is possible to access it from anywhere. In addition, my clients do not need great knowledge of IT and can through the apps, access the ticket portal from virtually any platform (facebook, twitter, among others) thanks to its natural integration. Pros freshdesk has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome. Cons Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported. Review Source GR Grietz R. Senior Business Analyst Outsourcing/Offshoring Used the software for: 2+ years ### "The Omnichannel Platform" May 21, 2021 4.0 The use of Freshdesk is what makes us different from other outsourcing companies here in Cebu. We attain to have 1 platform that could capture data requests from all the support channels our clients used and Freshdesk is the tool for it. I would say its our scaling factor. Pros What I like most about this product is its ability to gather requests and convert them into tickets via different support channels, may it be email, phone, chat, form requests, etc. It is very flexible and adaptable in terms of data capturing making all requests tracked and accounted for. I also like that it can be integrated with other applications in the market that makes it a powerful tool in running business operations. Cons Not at the moment, however, it would really be great if there is an easier way to integrate different apps in the system. It is difficult at the moment. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing Freshdesk Its user-friendly and easy to integrate to our systems. Review Source Max V. bureau du suivi et du contrôle Government Administration Used the software for: Less than 6 months ### "Freshdesk avis" September 20, 2023 4.0 Pros c'est la fonction qui permet de générer les ticket qui m'a le plus marqué Cons c'est un logiciel complet pour ma part juqte le cout qui est un peu élévé Review Source Daniel T. Director of Technical Services Americas and Europe Information Technology and Services Used the software for: 6-12 months ### "Freshest ticketing system on the market " May 20, 2021 5.0 Overall the admins are very helpful and responsive. The setup is very easy along with the ease of use. Pros The cost and ease of use of the system in my opinion are the best selling points of this system. Cons Some of the features are only available in the more expensive versions of the product. Review Source JL Jackie L. Support Agent and Systems Administrator Information Technology and Services Used the software for: 6-12 months ### "Freshdesk Works" August 8, 2023 5.0 It has been an easy experience to learn the system, especially as the administrator role and setting everything up. Pros It is easy to use and manage your tickets so that tasks are completed in a timely manner. Cons There are a few things that could be improved, such as being able to search for certain tickets and bulk manage those specific tickets. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Freshdesk had more opportunities, especially in terms of development and creating products within Feshdesk. Review Source Trinayan C. Customer Success Manager Information Technology and Services Used the software for: 2+ years ### "The snappier and lightweight alternative" December 14, 2019 5.0 I always recommend FreshDesk to start-ups and smaller clients. They are easy to set-up and you get all the necessary features to look professional without spending tons of money. Pros Ease of setting up, the ability to connect with various platforms such as social media, slack and the SSO feature is robust and better than some other market leaders. Their pricing is fair and is affordable for start-ups or smaller companies. Cons The official Wordpress integration plugin needs some more work. Also the customer support (irony!) can be a tiny bit better. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Zendesk is still robust but if you want a quicker solution on a low budget, FreshDesk is the way to go. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.