# Page 23 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - Is Freshdesk the right Help Desk 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 23 - Reviews of Freshdesk ## Showing most helpful reviews Showing 551-575 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Susang R. Product Marketer Information Technology and Services Used the software for: 6-12 months ### "Great platform for creating knowledge bases" March 20, 2023 5.0 My overall experience with PIMworks has been very good so far. The platform is filled with a lot of features Pros We primarily use freshdesk to create knowledge bases. I like the default templates that are available for creating knowledge base pages. Also, a lot of the things are customizable inside the platform which I like very much. Cons I do not have any complaints about Freshdesk. All the features are very good and the entire platform is very user friendly Review Source SH Stacy H. CMO Retail Used the software for: 1-2 years ### "Always there for me when I need them..." September 17, 2020 5.0 The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be. Pros I did not come from a technical background, but setting up and deploying this software for all team members was a breeze! Cons It might actually have TOO many options, but that isn't really a bad thing. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk I felt more comfortable with the FreshWorks team. I can not emphasize enough how quick they are to handle questions/comments. They are #1 for ANY company I have ever experienced. Well, except SawHaul. Switched from [Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/) Integrations were more stream-lined. Review Source DP Drew P. IT support Financial Services Used the software for: 1-2 years ### "A fantastic solution" December 17, 2019 5.0 We have been very satisfied with our migration to Freshdesk and will be moving our other ticketing systems over as well. Any time we have had to reach out to their support team they have been quick to respond and have solved our issues promptly. Pros Easy of access to manage tickets and knowledge bases. We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets. As an admin it's easy to manage the entire account. Cons There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We already have a portal in place and did not want to confuse our end users. Zendesk only allows you to have 3 layers in the KB and we did not want to have a long wall of categories. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) It was not the right fit for our company and they did not provide the solutions we were wanting at the time. Review Source ST Scott T. IT Manager Wireless Used the software for: Less than 6 months ### "Very good software but glaring errors that should have been fixed" February 6, 2023 4.0 Mostly good, we were told things could be done Pros Love the ease of use and the the views for the customers. The system is quite nice visibly and functions quite well. Cons If you use it internally with agents, the agents can't see their own tickets (if in a group they don't belong to) without having to jump through hoops, they basically have to log in a a user and do it outside the agent portal even though there is a section title, ALL MY TICKETS. The Systems Administrator can't manage other user's report, even if they leave the company, you have to put in a ticket with Freshdesk to fix it. API is very limited. Setting up DKIM (Validation) and Multiple Domains took many retires and help from Freshdesk to work even though the settings were correct. Reason for choosing Freshdesk We liked the system and how it worked. Wish we had known some of the pit falls in advance though! Switched from [Cayzu](https://www.capterra.com/p/134057/Cayzu/) Needed more option and API Integration Review Source JL Jamie L. Technical Project Manager Computer Software Used the software for: 2+ years ### "FreshDesk review" November 8, 2022 5.0 We use many portions of the FreshWorks offering in all departments of our company. Pros We use FreshDesk as a CRM, FreshCaller as a call center, FreshChat as a live chat system and FreshStatus for a status page, and the Knowledge Base as well. Easy to use. Cons All functionality that we currently require is covered by the FreshWorks offering. We use FreshDesk as a CRM, FreshCaller as a call center, FreshChat as a live chat system and FreshStatus for a status page, and the Knowledge Base as well. Review Source RD Rachel D. Customer Service Arts and Crafts Used the software for: 2+ years ### "Remote Customer Service" October 30, 2023 5.0 Pros Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company. Cons I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Review Source Vina T. Customer Success Specialist Photography Used the software for: 1-2 years ### "Freshdesk is very easy to use" March 9, 2023 5.0 I am able to organize all my support tickets because of Freshdesk by editing its title and tagging which makes it easier if you have urgent cases or non urgent cases. Pros Freshdesk has different sounds for notifications that I can choose whenever I receive a support ticket. Cons Actually none, because it was very friendly-user and even a child can use it! Review Source TE Tchandao E. Etudiant Information Technology and Services Used the software for: 6-12 months ### ""Freshdesk : une solution abordable et efficace pour améliorer le support client"" January 24, 2023 5.0 En utilisant Freshdesk, l'expérience globale est celle d'un outil de support client facile à utiliser et efficace, avec une interface utilisateur intuitive et des options d'automatisation des tickets pour améliorer l'efficacité du support. Il propose également des fonctionnalités telles que la gestion de la base de connaissances et la création de communautés de clients. Cependant, il peut y avoir des limitations pour la personnalisation et certaines intégrations peuvent nécessiter une mise à niveau de l'abonnement Pros Interface utilisateur intuitive : Freshdesk est une interface utilisateur claire et facile à utiliser, ce qui permet aux utilisateurs de naviguer facilement entre les différentes sections et fonctionnalités.Automatisation des tickets : Freshdesk propose des options d'automatisation des tickets qui permettent de répondre rapidement aux demandes des clients et d'améliorer l'efficacité du support.Base de connaissances et communauté Cons Certaines fonctionnalités avancées peuvent nécessiter une mise à niveau de l'abonnement.La personnalisation de certains aspects peut être limitée pour les utilisateurs non techniques.Certaines intégrations avec d'autres outils peuvent nécessiter Review Source Raul G. Técnico de soporte Telecommunications Used the software for: 2+ years ### "Freshdesk has extensive communication channels to provide technical support" April 16, 2020 5.0 Freshdesk has allowed us to provide a pleasant customer service channel to answer questions or report any inconvenience our service may have suffered. We are satisfied with this platform, since we have managed to solve more efficiently and quickly, which has generated praise with our clients. Pros I like Freshdesk for its complete notification system, which allows us to be aware of the inconveniences and doubts that the service we offer may have. It is an easy to use platform and we are allowed to have wide channels such as support chat or knowledge base, in order to provide assistance to our clients at all times. Also, it is really affordable. Cons Overall I have had no issues with the Freshdesk platform. It has very complete functions and its service has never been interrupted. On the other hand, it has a minimalist appearance, so it has a completely short learning curve. Review Source Geoff F. Director of I.T. Food Production Used the software for: Less than 6 months ### "Great product, even better support" May 20, 2021 5.0 I am extremely happy with Freshdesk. We came from an archaic helpdesk system and decided to just pull the trigger on the new system. Go live went pretty smoothly, and we have an entire team ready to work quickly. Pros This tool is modern, flexible, and has a great system for managing tickets. We interact with tickets via web page, Teams, a mobile app, and email. I get ticket alerts on my phone and watch. It really helps me keep tabs on the user and system requests. Whenever I have a question about something the software doesn't do, the awesome help desk support people are standing by and I can typically get a complete answer in just a few minutes. If the software doesn't do what I want, they examine my requirements and capture the conversation as a feature request. Cons Merging tickets takes a little getting used to. There is no way I have found yet to assign multiple users to a ticket -- there is a primary and a team. We worked around that by making teams for our functional groups and making ticket filters "assigned to my team" so we can see all the open tickets for the team. Review Source GP Guilhem P. Marketing Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Rien à dire " July 9, 2023 5.0 Pros Pour une fois, rien à redire : intuitif, la base de données permets de trouver une réponse rapidement pour les plaintes clients, rapide, fluide, on est dans la modif à la seconde avec les notifications qui permettent de ne pas perdre de temps.... Cons S'il faut vraiment trouver un défaut, je dirais que le design laisse un peu a désirer, mais ce n'est pas ce qu'on demande en premier lieu. Reason for choosing Freshdesk Raisons citées plus haut. Review Source AF Abis F. Analista de Soluciones TI mesa de ayuda Construction Used the software for: 2+ years ### "Facilidad de uso" February 2, 2023 5.0 Muy buena la verdad, la aplicación web nunca se queda bloqueada, es muy fluida y cumple las necesidades de la compañía, lo único es el precio que es bastante elevado. Pros En realidad todas las funciones que tienen son de mucha ayuda, lo mejor de Freshdesk es el soporte, el acompañamiento y la amabilidad de las personas que te atienden, Freshwork es una empresa que siempre buscar brindar lo mejor, por lo que la herramienta siempre va en constante evolución. Cons No es muy fácil la utilidad de las APIS. Reason for choosing Freshdesk Lleno las expectativas de lo que se quería Review Source VR Verified Reviewer Founder Hospitality Used the software for: 2+ years ### "Instant responses, multiple channels and not losing your sanity" June 16, 2022 5.0 Very supportive company, also during Covid when we had a hard time to survive. Pros All chats and tickets from all booking channels in one central system saved us a lot of time. Cons There was nothing that we did not like, period! Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) At that time we used two products that were both good but Freshdesk offered better pricing and the functionality we needed. Review Source FC Fregie C. Endpoint Management Associate Manager Telecommunications Used the software for: 2+ years ### "Fresdesk Ticketing System" July 9, 2023 4.0 Overall is good that provides accurate basis of performancd and SLA Pros The ticketing system to track all our issues raised on freshdesk ticketing tool. Cons There are some report that is not yet available Review Source mohamed G. video editor Graphic Design Used the software for: 2+ years ### "my experience in Freshdesk" December 7, 2022 5.0 From my experience in Freshdisk, it helps greatly in customer support, solving problems, and managing them for customers quickly, because it has tools that help you do this easily and quickly. Pros Freshdesk helps greatly and distinctly in customer support by resolving problems, as it quickly helps in knowing the customer's data at the time of contact, which helps faster in solving the problem, as its interface is easy to use and implement, as well as helps in monitoring calls, directing and managing chat in a distinctive way . Cons In my view the chatbot feature is not freely available and it is important. Also, you can't create bulk entries that you have to do manually individually, one by one . Review Source NJM Neyda Jose M. Software Developer Computer Software Used the software for: 6-12 months ### "Excellent solution to offer customer support" May 20, 2019 4.0 The experience that has been had with this software has been incredible because thanks to it has been able to attend much faster and simple problems presented by our customers, in addition that the flow of it has been increased since it can give attention 24 / 7 by different means of communication. Pros Freshdesk I like for multiple reasons, one of them is that it allows its users to handle several communication channels, that is, it can give attention to the client by mail, chat or phone so that it is much simpler to handle the described problems and be able to solve the same in the shortest time possible, has an excellent control panel so it will not take much time to manage everything is a matter of navigating in little by little until you find the reason for each of its characteristics and in case of not understanding any You can access their tutorials that are explained very briefly and clearly, the prices are very varied as it is based on different plans in this way the user can choose the one that best suits their taste or cover the needs of your company, does not require maintenance since it is hosted in the cloud in this way its access is simple, that is why I consider that its use and integration with other platforms such as Jira will make a process of customer service much more fluid and simple. Cons I have not found anything that I do not like as such of this software because some small inconveniences that have arisen as the reset password have been resolved immediately thanks to the attention of your support team that is very committed. Review Source LR Lincoln R. Software Engineer Recreational Facilities and Services Used the software for: 2+ years ### "Friendly and Affordable Customer Help Platform" September 13, 2022 5.0 Freshdesk has established efficient customer help programs, from chats, and direct calls. There is credible customer facilitation for rational business processes. Pros Freshdesk has a straightforward customer support, which has established different engagement structures. More so, Freshdesk has enhanced order, where ticketing is a must to create a stable business functionality. Cons Freshdesk is keen to customers requests, and there is better subscription terms, making the company more compelling. Review Source DP Dhanwanth P. Product Reviewer Computer Software Used the software for: 6-12 months ### "Amazing Choice for Customer Support Software!" December 25, 2022 4.0 Overall, Freshdesk is a popular and well-regarded customer service software platform that offers a range of tools and features to help businesses manage customer support and improve the customer experience. However, it may not be the best fit for every business, and it's important to carefully consider if all the features you get with it are worth the price. Pros Freshdesk offers a wide range of customer service tools, including a customer support platform, a knowledge base, a customer feedback system, and more. The platform is easy to use and has a user-friendly interface, making it accessible to businesses of all sizes. Freshdesk integrates with a variety of third-party tools and platforms, including social media, CRM systems, and more, which can help businesses streamline their customer service processes. Freshdesk offers a range of pricing plans to fit different budgets and needs, including a free plan for small businesses. Cons Freshdesk can be slow to load and can experience intermittent performance issues. The platform can be difficult to customize, which can be a limitation for businesses that need more advanced features and functionality. Review Source KL Kyrstin L. Client Services Supervisor Machinery Used the software for: 6-12 months ### "Uniquely simple and efficient! " September 17, 2020 5.0 Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time. Pros Our launch of FreshDesk was seamless! I was able to maneuver the website to become familiar with it and customize our ticketing system within a few days. My favorite features are the easy to generate ticket integration with FreshSales, real-time ticket updates, and the ability to draft canned responses for common issues. Cons I would love a better integration feature with FreshSales. It should be able to sync the company, contacts, and deals rather than just the contacts. This creates extra work recording the extra information and makes the ease of generating a ticket from FreshSales obsolete. I would also like access to customize the satisfaction survey and SLA categories. Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/) We currently did not have a efficient ticketing system that we could integrate with our CRM. Review Source VR Verified Reviewer iOS/Android Developer, Creator & Co-founder Computer Software Used the software for: 2+ years ### "Freshdesk is a tool we use daily to ensure we stay on top of our customer support tickets." March 14, 2018 4.0 Pros Freshdesk is how we connect with our users when they have issues or questions. Using the third party integrations between instabug and Freshdesk we're able to provide a portal by which our mobile app users can contact us directly with questions, bugs or concerns. Freshdesk is wonderful for a small team of 2 as it allows us to assign tickets to specific people, depending on the area of concern in the ticket. Cons My only gripe about freshdesk is the admin interface is rather cumbersome and sometimes difficult to figure out. It's based on a grid with dozens of icons, and I've always had to google where a specific setting is located - for example if you want to change your signature at the end of a ticket, it's not super intuitive where to find that setting, and you usually have to resort to google. Review Source Sanjeet K. software engineer Information Technology and Services Used the software for: Less than 6 months ### "One of the best helpdesk software available in market" December 21, 2022 5.0 My overall experience is really good and I am looking forward to use this software in future. Pros This is one of the best helpdesk software. What I really like most about this software is it's live chat feature, It help me to resolve my customer query on time. Ticket raising and support ticket feature is also quit useful. Cons So far I haven't found any cons about this software. Review Source Ivan A. Auxiliar administrativo Import and Export Used the software for: 6-12 months ### "Freshdesk gran aplicación" November 25, 2023 5.0 Es de gran ayuda este escritorio , ya que mi contabilidad y mis cuentas estan al dia y muy bien segmentadas . Puedo dar a conocer que me funciona de gran manera para manejar un gran trabajo , y el escritorio fresco es de mi beneficio en el area de mi trabajo . Pros Es una aplicación que me funciona como auxiliar contable , ya que necesito tener cada una de las cuentas al dia y en orden . Y esta aplicación me funciona con gran ayuda y tener todo contablemente en orden . Cons No hay algo negativo sobre la aplicación, ya que es un gran auxiliar de escritorio contable muy bueno . Review Source ND Nassima D. Responsable d'atelier de fabrication Machinery Used the software for: 1-2 years ### "Mon expérience avec Freshdesk" February 28, 2023 5.0 Je recommanderais certainement Freshdesk à tous ceux qui recherchent un système de billetterie fiable et rentable. Pros J'ai trouvé que Freshdesk était un excellent outil qui facilitait la gestion des tickets et le travail en collaboration avec mon équipe. J'ai adoré l'interface conviviale et la possibilité de personnaliser certaines fonctionnalités à l'aide des applications disponibles. Cons J'ai trouvé que le générateur de solutions était parfois un peu lourd, en particulier en ce qui concerne le formatage des notes de bas de page. Review Source Davide R. MES Consultant Used the software for: 2+ years ### "Great software to best manage all the support requests by many customers" July 18, 2018 5.0 With two instances of the products, we as consulting company currently manage about 50 customers all over the US and Europe. Customers are very satisfied to use the software as users, having their issues and resolutions all in one place, and easily trackable. Pros Love the design of the new interface, very simple and clear. Good customization of a customer portal, even with the free version. Ease to automatically create tickets via email and arrange them through customizeable rules. Good and stable phone feature (old interface), supporting calls to any world prefix. Cons Switching from the old phone support to the new Freshphone feature doesn't guarantee you the same features while keeping the same paid plan. Have had problems with the internal antispam filter which seems a bit too aggressive in some cases, neglecting emails from very active customers. Review Source KJMM Kisha Jay Marie M. Service Dispatch Coordinator Consumer Services Used the software for: 1-2 years ### "Comprehensive and easy to use" December 26, 2022 5.0 It is a project management tool designed for teams, it very easy to use. It's also very affordable and a good software to start with Pros Freshdesk is the better deal with affordable pricing and uniform customer support options. It enables us users to respond to our customers in a timely manner. Cons Its platform is less feature-rich. Refresh rates is sometimes not real-time, and assigning to teams are time consuming. Alternatives considered [Asana](https://www.capterra.com/p/184581/Asana-PM/) Reason for choosing Freshdesk It's more affordable Review Source Talk to a Capterra advisor for free and get results within 15 minutes.