# Page 24 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 24 - 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 24 - Reviews of Freshdesk ## Showing most helpful reviews Showing 576-600 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sergio B. Perito Contador Consumer Goods Used the software for: 1-2 years ### "Escritorio fresco muy completo" December 13, 2023 5.0 El escritorio contable de freshdesk , es muy completo y ordenado ya que tus cuentas estan al dia , y puedes manejar la aplicación segun acorde a mis necesidad como contador , puedo recomendarlo . Pros La contabilidad es muy importante en los negocios , y el escritorio de ayuda contable es increible es un gran auxiliar . Y su manejo es muy adaptable a mis necesidades contables y poder tener las cuentas en perfecto manejo y al orden Cons El escritorio de ayuda es perfecto , no es malo es magnifico . Review Source VR Verified Reviewer Senior Solutions Architect Telecommunications Used the software for: 6-12 months ### "It gets the job done" November 5, 2021 4.0 Pros I recently started using Freshdesk for work, for ticket management and issue logs. To be honest, I am not a big fan of the software but it is what my company has mandated when dealing with tickets. However, I like that its highly secure and keeps our customers' information very confidential. Communication is made easy through many different channels such as phone, e-mail and/or instant chat. It also has great storage capacity. Cons For starters, despite popular opinion, it is not easy to use and takes a quite a lot of patience to learn and understand. It's also very tedious and time consuming to format emails, and this takes up a lot of my time unnecessarily. Their integration feature needs improving and their reporting feature is somewhat limited and be difficult at times. I would recommend an easier or simpler way to merge tickets, especially when there are multiple tickets from the same customer. Review Source IN Isaiah N. Digital sales manager Accounting Used the software for: 2+ years ### "Freshdesk" November 4, 2023 4.0 It is a good ticketing software and has really boosted my customer support department. Pros It's ticketing is fast and in real time ensuring customer support is smooth and feedback given on time Cons The problem i have had is the Auto-Assign feature has been a little inconsistent at times. Review Source Daniel Francisco R. Promotor de Servicios Banking Used the software for: 1-2 years ### "Freshdesk for office workers" May 9, 2023 4.0 Overall, Freshdesk is generally well-regarded by office workers who use it. Its ease of use, multi-channel support, and customization features make it a popular choice for businesses that need to manage customer inquiries and support requests. However, its limited reporting, integration issues, and cost may be drawbacks for some users. Pros Freshdesk offers support for multiple channels, including email, phone, social media, and live chat, which can help office workers to manage customer inquiries more efficiently. Cons Freshdesk can sometimes have issues with integrating with other software, which can be a frustration for office workers who need to use multiple tools. Review Source MH Mandy H. Customer Success Lead Computer Software Used the software for: 2+ years ### "Software that helps you help your customers better" May 13, 2019 4.0 I've been using Freshdesk for about 3 years now and I wouldn't want to use a different software for taking care of my customers. There's always room for improvement, but this is the software you want to use if you care about your customers' experience and their interactions with customer support. Definitely recommend. Pros The mobile application is really nice and handy for people on the go to stay in touch with their customers. The ability to add tags to tickets helps you find tickets faster at a later time. The reports are helpful to get a good view of performance. I love the capability of creating different views of the tickets. Creating a Knowledge Base has been so easy to do. Cons Not being able to save the font style and size for all tickets through some kind of setting instead of having to change it on every ticket. Also, the fonts on the browser application vs. from the mobile application change, but I haven't found a way to edit them. The font on some paragraphs is changed on some existing Knowledge Base articles without us making any changes to the articles for years. The tables in the Knowledge Base articles are very difficult to use. I usually have to edit the table through the code view to be able to match the existing format. Review Source KP Karan P. Business Development Manager Computer Software Used the software for: 1-2 years ### "Extremely efficient customer service tool!" August 22, 2022 5.0 Our customers are happy and informed with Freshdesk while the support & customer success teams have become much more efficient after we implemented this tool. Pros The workflow automations we adopted are really helpful. Everything on the customer front is handled without any difficulties as every task has designated owners & action items. This is quite a pain to establish with similar tools that compete with Freshdesk. Our newer hires have adopted Freshdesk quite easily with limited training. The ability to track & interpret a customer's interaction with us for a long period is extremely useful. Cons Even though Freshdesk has made our job easier, there is room for improvement in the documentation and search section to help us have more options and to navigate easily. Experience on the Safari browser is not as great as that on Chrome for some specific use-cases (note-taking, call dials, etc). Reason for choosing Freshdesk Easy to implement, great documentation and support, economical pricing! Review Source OV Ondřej V. Customer service manager Hospitality Used the software for: 1-2 years ### "Great product, bad customer support" June 15, 2022 4.0 It's quite expensive for small teams which needs advanced features, but in comparison with alternatives, the price is OK. We use it for more than 2 years and it made our work easier. Pros Freshdesk offers a broad list of features you can use in your day-to-day work and is really powerfull tool for your customer service team. Cons Definitely the Customer support of the product. Sometimes it works OK, but sometimes you really wait more than you should to get help with easy to solve problems. Alternatives considered [Daktela](https://www.capterra.com/p/229567/Daktela/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Price, features, contact center Switched from [Podio](https://www.capterra.com/p/128631/Podio/) Podio is not really made for customer support teams. We wanted some professional, easy-to-use tool. Review Source TB Travis B. Senior Account Executive Printing Used the software for: 1-2 years ### "Freshdesk User Review" December 5, 2019 5.0 It's been fantastic. The support team is very helpful in setting up the program, and they don't slack off once you're on board, like some companies do. They are very attentive, and seem to be interested in helping you solve your problems in a quick and efficient manner. Pros I really love the ease of use, and the scalability of the product. We are currently a small company, but being able to scale and continue use of this software as we develop has been fantastic. The organization and ability to collaborate on projects is fantastic, and things like going on vacation or being out of the office for a day are not problematic for us at all anymore. We can easily switch tasks between agents, providing a full scope of context there. Cons I really can't think of too much that I don't care for in this program at the moment. I suppose the only thing that I would really like to be able to adjust more are the email notifications that we receive, and finding ways to keep everything better contained completely within Freshdesk, so that we don't get duplicate information in both locations. Reason for choosing Freshdesk The cost was more efficient, and it natively offered within it's packaging platforms the same features that others offered, without having to pay for each individual feature. The UI was also very intuitive, and easy to teach/train compared to some of the others. Review Source BT Boris T. Manager Information Technology and Services Used the software for: 1-2 years ### "A great and versatile suite of products" March 20, 2021 5.0 I used Freshdesk to maintain a base of clients for our development company. I managed contacts and sending out offers, and tracking all that was easy using Freshdesk. Some of my colleagues used the ticketing system for our support pipeline and they were in love with all the options the system provided them with. Overall, from my personal experience and after talking to my colleagues, I believe Freshdesk is one of the best (if not the best) complete solutions out there. Pros Freshdesk looks fresh. It is very aesthetically pleasing and easy to find your way around in. I have used it predominantly for lead management with Freshworks CRM, but I have had a glance at other of their solutions my colleagues used and it looked and worked well. They have a great mobile app that takes away the need to use the web version altogether when on the go. Cons It was a bit hard to properly set up automated tasks as the options provided are very basic. In addition, only one rule can be triggered at a time so one email can't be routed to multiple places using their automation filters. It sometimes created bottlenecks where a filter such as "assign conversation to colleague A" prevented the "send this conversation to the urgent pipeline" just because we had to have the first filter above the second for another filter to work properly. In any case, I could not find many issues with Freshdesk, this was the only thing that bothered me really. Review Source VR Verified Reviewer ICT Support Manager Telecommunications Used the software for: 2+ years ### "Enabling customer satisfaction" May 20, 2021 5.0 Pros Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base. Cons Mobile app needs work. Does not provide as much functionality as the browser based version Review Source Athan C. Account Manager Online Media Used the software for: 6-12 months ### "The perfection solution to our problem." September 20, 2018 5.0 I'm a big fan and I wish we would have started using it to manage client/customer requests sooner. It's one of those tools in your workflow that works for you rather and against you because it's been reliable and ever since it's been configured, I haven't had any issues since. I've recommended it to several other people in my network that have expressed similar difficulties to those I was experiencing prior to leveraging Freshdesk. Pros Our company sells software as a service to other companies as we build custom products for them. There is a lot of troubleshooting and bug fixing for us to keep track of. Freshdesk enables our clients to communicate with us easily without the hassle of juggling emails and overlapping threads. It allows us to easily dispatch tasks to the rest of our development team in a very easy manner. Our workflow has improved significantly since migrating over to Freshdesk. Cons The on boarding process was a bit daunting. From the minute we started using the platform, we knew exactly how we wanted it to be done. However, the complexity made that process rather difficult. Fortunately Freshdesk's support team was able to help us out and smoothen out the process. Review Source VR Verified Reviewer Integrated Payments Manager Internet Used the software for: 6-12 months ### "FreshDesk has certainly increased our teams ticket tracking and efficiency. " August 1, 2018 4.0 Pros Aside from the core features, I think my favorite feature is the "discussions". On each ticket you can @ a colleague. This will start a chat thread about that ticket. This has been really productive in resolving issues as you don't need to bring anyone up to speed on the ticket or interrupt their current workflow. Just a simple @ and when they get a chance they can look over the ticket and respond. I would also like to commend FreshDesk support team. They are always quick to answer any questions. Cons I really dislike their search feature. In SalesForce we could throw a number, company, name in the search bar and it would quickly find what we are looking for. If search terms or phone numbers are not exact it yields no results. Often I have to search something then quickly hit "view all" to find what I am looking for. I'm not quite sure what the resolution is but the search function is just not great. It could also be more intuitive. I feel like there are so many tools to streamline oppositions and it without an in-depth dive on each tool, it is hard to understand. Review Source John C. Customer Success Manager Telecommunications Used the software for: Less than 6 months ### "Funky Fresh Freshdesk Features!" January 2, 2020 5.0 I had a request from a client that I didn't know how to implement in FreshDesk because there were many moving variables and the support rep in the chat, was very clear in his info on what can or can't be done, how to do it, some other options to think about using, sent a screenshot of how to write the rule (timesaver!), then he got me hooked up with the Forum/knowledge base sites. After the chat, I forgot to ask if I could get the conversation sent to me. Before I could reach to reopen the ticket that he made on his end, the conversation was in my inbox. Boom! Done! I loved it! I had \[SENSITIVE CONTENT HIDDEN\] as a customer success rep. He was awesome! Pros This software is really well thought out and well developed. The developers really took the time to consider the features that different helpdesk companies are looking for in different industries. They consider the user, the customer on the other end, how things relate to the other without being convoluted and most importantly, they've made the features customizable so it's not a cookie-cutter program. Oh! And the customer support is fast and stellar! Cons The only thing that I would love to see implemented is to have a third party cc'd at the initial submission of a ticket in addition to the replies to one. While I understand that it's something that is outside of the FreshDesk environment, maybe you can add a forwarding feature for that with the automation rules/scenario rules. Reason for choosing Freshdesk I wasn't the purchaser of this software but have used others and this is much easier to use and to keep organized. Review Source Sikhanyiso V. Business Woman Marketing and Advertising Used the software for: 2+ years ### "Freshdesk Review" December 7, 2022 5.0 Pros Freshdesk is such an amazing software, it has made my communication with my customers very easy. This software is very easy to use and saves a lot of time. I would really recommend many businesses to use this software. Communication with customers is very perfect with this software. Cons Personally everything about this software is very perfect for me. Review Source VR Verified Reviewer IT Infrastructure & Security Manager Hospital & Health Care Used the software for: 2+ years ### "IT SUpport" June 30, 2022 5.0 Generally very good. Pros good ticketing system, good overall featires Cons n/a - no negative feedback on this piece of software Reason for choosing Freshdesk Reasonably priced with good features Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost Review Source MC Munmun C. PhD Biotechnology Used the software for: 1-2 years ### " Review of Freshdesk Help Desk Software" March 30, 2023 4.0 Overall, Freshdesk is an excellent tool for businesses looking to streamline their customer support operations and provide a better customer experience. Its user-friendly interface, ticket management system, and reporting capabilities make it a top choice for businesses of all sizes. Pros One of the standout features of Freshdesk is its user-friendly interface, which makes it easy to manage customer support requests and tickets. Its ticket management system allows users to track and prioritize customer support requests based on their urgency and importance. The software also offers automation tools, such as ticket routing and canned responses, that help streamline the support process and reduce response times. Freshdesk also offers a range of integrations with other tools and services, such as CRM software and social media platforms, making it easy to manage customer support requests across multiple channels. Cons Mobile App is hard to use. There is limited options for WordPress and Slack. Review Source Akia Japhet M. IT Specialist Logistics and Supply Chain Used the software for: 6-12 months ### "Service Desk for Everyone" February 2, 2023 4.0 Pros What I like about this software is it's ticket management as it it's real time together with the ease of use when adding details and changing agents assigned to the ticket. You can also reply to the tickets via email which is really amazing. Cons I dislike that there is no way for agents to change their view to as a requestee as it is troublesome to view the ticket as a requestee as an agent rather than the requestee view. Review Source VD Varun D. Executive Capital Markets Used the software for: 1-2 years ### "My Experience while using Freshdesk for 2 Years" July 24, 2023 4.0 My Overall experience is satisfactory with FreshDesk Pros The most Useful features are Easy to use User Interface, Easy Searching options with the help of Ticket Numbers, Ease to send New mails, create New Tickets, add notes in the Working tickets and easy to assign the cases to the Colleagues Cons Sometimes the User Interface got hang after using for long time when using at home or in Home Wi-fi, then to resolve this problem I have to Log-Out Freshdesk and Log-in again. Review Source MYT Mohammed Younus T. Customer experience fraud investigation associate Financial Services Used the software for: 1-2 years ### "Honest review on freshdesk" April 14, 2023 5.0 Overall ease of access is 8 on 10 with regards to data management, agent management and automation for automatic ticket assignment, could improve the auto-assignment if the concurrency setting is provided Pros Its ease of access constructive mapping of issue types and sub-issue types for accurate data management and scenario execution flow for the selection based n users query. Cons automation set up at times fail and the tickets get assigned to different pods issue types and not available even after being set up for certain workflows. Review Source Sara B. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "I love how easy it is to create each ticket" April 14, 2021 5.0 Freshdesk is unbelievably easy to use. From the beginning, I need to be marginally unsure once we started using Freshdesk as opposed to messages and calls to impact customer help. Regardless, seeing what basic it's to mean for all customer help using tickets under Freshdesk. As of now, all customer needs are designated to agreeable use and our work is a more modest sum troublesome. Pros We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. it's helping us with guaranteeing fabulous customer support with less pressing factor. you will get will not thereto quickly. the principal page is ideal. Offer various other options while on the way to direct tickets. Cons To a great extent, the page stacks more step by step than the others. Attempt to not acknowledge your compact alerts reliably come. The adaptable application is beneficial yet not very clear. Review Source AG Alex G. Systems Engineer Education Management Used the software for: 1-2 years ### "A pro service for managing your support tickets" November 24, 2023 4.0 It is an excellent service, but although by no means the cheapest, it is the industry standard for a reason. Pros It has a clean easy to use interface that is easy and intuitive to use from both the perspective of someone submitting a request and the support team responding Cons It needs to have a significant amount of time spent on setting it up correctly, including especially get the optional and required categories correct, and ensuring the list of available support categories are clear. Review Source Denise W. Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "An excellent tool to keep support up to date" January 20, 2022 4.0 We were able to distribute queries in an agile way to the different material units by objective, just as we used quick reactions to respond to visitors in an agile way. Overall, Freshdesk is a great app for processing customer management and query results. Pros Freshdesk has been amazing when it comes to customer management. When we did have an issue, it was resolved 100% of the time within 24 hours and that helped our customer with the support unit stay ahead and keep visitors happy. Freshdesk makes it easy to track support tickets generated by organization addicts. It gives precise figures of open and settled tickets. Cons I would have loved the new prank management to be brought up as the other party felt it should be incorporated with the stamping programming and not be freely sold. Review Source VR Verified Reviewer Marketing & Metrics Specialist Information Technology and Services Used the software for: 1-2 years ### "Comprehensive customer service for free." January 14, 2023 5.0 It helps me quickly and easily solve customer inquiries with its intuitive interface. Plus, the best benefit of all is that it's free! I highly recommend Freshdesk to anyone who wants to stay organized and on top of customer service. Pros The comprehensive set of free features, mainly support ticket handlying . Cons Setting it up can be complicated sometimes, and documentation can be difficult to follow. Review Source DJ Dawid J. Managing Director Real Estate Used the software for: 2+ years ### "Great Ticket managing system with lots of integrations" November 21, 2019 5.0 Managing and tracking tenant repair issues. The main benefit is we have a full paper trail and seem to always know where we are with our team. Pros They have a tonne of integrations possible, and you can set up triggers. With minimal ease we set up an SMS trigger for "URGENT" tickets. So we get informed when a tenant (we are using this for repairs) raises an urgent ticket. They have an API and you could integrate them fully into your own back-end or customer interface. Really very useful. Cons So far there hasn't been that much. Initially there was a lot to dislike but over the many years we've used it we've seen them constantly upgrade it to the point where we have an iOs application. This makes it super easy to update tickets while we are out and about on the road. One feature that could be nice is if the software had a kind of a BCC for tickets but it kept all parties in the replies. So the software would keep forwarding responses to other people who didn't get them such that it keeps the original email address private. This would allow us to have property owners and tenants direct on the same ticket and allow us to better utilise the tool Reason for choosing Freshdesk Price and ease of use. Review Source Jan P. Manager Customer Care Used the software for: 2+ years ### "In last 3 years Freshdesk has grown with us and helped us to deliver exceptional customer experience" July 25, 2018 5.0 The whole solution for a customer care centre. We started as 5 man team and currently have over 40+ employees and Freshdesk helped us along every step of the way. You can basically have everything under one roof and connected. Email communication, online chat, call centre... Pros Ticketing system, recent ticket history, reviews and basically the whole solution for email communication. It has helped us keep everything simple and in one place. Everything is connected and organised. No more lost emails or loose ends. Cons We would welcome more flexibility with phone calls in freshdesk. The recent history of calls, tickets and agents who dealt with the customer before answering the call would help us greatly to figure the reason why the customer is calling or who has the knowledge of the case and should answer the call. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.