# Page 25 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 25 - 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 25 - Reviews of Freshdesk ## Showing most helpful reviews Showing 601-625 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Csm Computer Software Used the software for: 6-12 months ### "Great especially for a start up " February 23, 2021 5.0 Overall I am so glad I chose freshdesk. It’s very easy to use and is a great value. The Support is also very responsive Pros Freshdesk is really easy to use and provides all of the features that I would want as manager of customer success. Most of the features were also easily available to set up out of the box. The reporting is also powerful yet fairly simple and straightforward. Cons The implementation process was very messy and not well handled. I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was too daunting and we could not figure out the reporting. I was dealing with a significant bug for months without resolution Review Source David Z. Director Computer Software Used the software for: 2+ years ### "Easy ticketing" November 22, 2018 5.0 Their support is amazing. They are always quick to answer questions and help. They practise what they preach using their software to manage their tickets. Pros Freshdesk makes it easy to keep a track of our user's support requests and any issues they may be having with out software. We like the fact that there is a robust API which means that we can integrate it with our CRM system and get a full view of our users' activities. Cons Not much. It is all pretty good. One minor complaint is that it does not currently appear to be possible to mark an agent as out of office. This means that if an email comes in to them and they are away, in theory the ticket may not be answered in time. I am sure that there are workarounds to this but the obvious out of office functionality should be available. Review Source RS Rizwan S. Assistant Manager Telecommunications Used the software for: 2+ years ### "Good for Value and Support" November 4, 2022 5.0 Ease to use and Value for money basis and budget software Pros Easily accessible and helpful to use the same in daily transactions Cons There should be little bit enhancement in this software towards accuracy and new deployments as well which take time for one thing to do Review Source Trevor T. Brand Protection Analyst Internet Used the software for: 1-2 years ### "Freshdesk - Easy task tracking!" October 16, 2020 4.0 I use this within our organization to manage support tickets between clients and internal stakeholders. It is great to track progress, assign tasks, and keep track of project life cycles. I use this in my daily workflow and can't imagine not using it! Pros Freshdesk is super easy to use and manage tasks between people within an organization as well as external contacts that are able to submit tickets as well. I enjoy how it keeps tracking of points across the organization so you can see the score board compared to other people - it makes things fun! Cons It isn't super user friendly in the beginning - there is a learning curve that generally requires training. However, after that initial hurdle the system is fairly simple to use. Review Source JG Jane G. Business Systems Manager Used the software for: 2+ years ### "Freshdesk is simple to use and has all the functionality we need to manage our customer care." June 26, 2018 5.0 It has created the flexibility we needed to manage our customer care service. It's given us visibility through reporting and insight into the types of issues occurring. It's speeded up our response time and improved our performance with better quality responses. Pros It's easy to set up and extremely flexible. It enables us to effectively manage our customer care inquiries and prioritise tickets. It links well into other software and social media platforms. Support is always quick & informative. Training programs & help articles are readily available and it allows me to manage our agents performance too. Reporting is simple and functionality like 'canned responses' help to improve our response times. The ability to create customized ticket fields and tags is very useful and also helps with reporting. There are a number of plans to choose from to suit your needs & size. Simple monthly invoicing per user makes it easy to budget for. Cons I honestly can't think of many cons! The only slight issue I had was not being able to add other options or edit the 'Source' ticket field in Freshdesk but we managed to get around this by simply creating another field option so wasn't really an issue! Review Source Brian M. CPO Computer Software Used the software for: Less than 6 months ### "A fresh alternative to Zendesk" July 9, 2019 5.0 We use Freshdesk as our support platform for our SaaS product. It's been great so far and the portal for customers has been a huge benefit for us. We came from using Zendesk where I felt we were being overcharged and has to purchase too many different products to accomplish the end goal of a support platform. Pros The ease of use and feature set available for a small support team. All of the features were easy to find and configure for my organization. The tickets follow a natural progression and the potential actions to take are all present and available in the correct views. Cons I have nothing bad to say about Fresdesk yet... But we have only been live with it for a month at the time of writing this. The one feature I would like to see for smaller teams is the ability to auto-assign new tickets to a specific user based on a schedule. In an ideal world, it would integrate with PagerDuty and immediately assign to the on-call member of the team. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshdesk The experience and feature set available within a single product. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We weren't satisfied with the interface or pricing. Review Source VR Verified Reviewer IT Project Coordinator Used the software for: 6-12 months ### "Freshdesk Mint is a great investment" July 5, 2018 5.0 Pros Freshdesk Mint: -Excellent layout, routing process, prioritization, and reporting -Extensive filtration options to revisit old topics -We're currently offering 57 independent knowledge-bases to our clients, so this has been a leg up in offering custom, quality, self-service Cons Freshdesk Mint: There are several issues with the message dialog boxes, both within the ticket forums and solutions for the knowledge-base. This can be quite frustrating when trying to move knowledge quickly and the formatting properties of your content are lost: -Canned responses or Solutions inserted into a ticket lose their formatting properties, whether it's rich text format or plain, . i.e. Images lose their scale, paragraph definitions are lost, the hierarchy of indents/bullets/etc are lost as well -Copy and Paste does not follow the cursor placement and will often paste at the header or footer of your dialog box -Numbered bulleting does not appear in client-facing knowledge-base Hopefully these are just temporary glitches in development Review Source VR Verified Reviewer IT Admin Construction Used the software for: 2+ years ### "Freshdesk - Ticketing System" October 28, 2019 5.0 We are tracking all our IT issues. The users are sending an email to freshservice and a ticket is immediately opened. The ticket then is assigned to the correct team based on the subject of the email. Pros We use Freshservice as ticketing system since the last 3 years. It's a great software as a service with full functionalities required in a ticketing system. It's being used worldwide in all our offices and it's very helpful for our business. We currently use it for the IT department and thinking to implement on other departments. It helps us to track all the IT issues on a ordered manner. Cons Being a SaaS we are missing on governance. There are different additional things we would like to implement, but not everything can be done. For example it's missing the invoices management.. Review Source KK Kristen K. Executive DIrector Non-Profit Organization Management Used the software for: 2+ years ### "FreshDesk is great if you're starting out/ smaller companies" March 6, 2019 4.0 OVerall we are happy with Freshdesk, esp for the price point, but like most saas softwares they are unbundling things to make more money. Again, we're not against making money in principle but it gets a little tiresome too. We wish the software was a little faster to get to know, but once you do it's pretty easy to use. The customer support has always been helpful, even when we've been frustrated they work with us to solve the problems. Pros FreshDesk is pretty easy to get started with. It's relatively customizable, although we'd like to see more (esp on the chat function, although they are supposed to be addressing this in coming releases). The dashboard is relatively user friendly once you spend some time with it. The Help Desk/knowledge center is very easy to use. Cons They recently unbundled their chat software into another product (ugh) but at least they grandfathered us into that price point. So we appreciate that, Freshdesk! But it's really, really, really annoying to have to have two dashboards up and active as a small company to keep them active. It eats our computer cpu and bandwidth by leaving them up and if we want both running, this was a big step backwards in our overall customer support management. :( Review Source Nikhil R. Assistant marketing manger Marketing and Advertising Used the software for: 6-12 months ### "" Best support desk to use "" June 20, 2022 4.0 My experience with Freshdesk is very good, all features are very helpful for me in my daily business activities. Pros . Easy to use . Easy installation and implementation . A very good customer support services . Value of money . Safe, secure, and reliable . Very attractive AI Cons All the features are very helpful, sometimes there are some lags which may be network or server issues. Review Source Paul S. Business Applications Coordinator Primary/Secondary Education Used the software for: 2+ years ### "Freshdesk Enhances Customer Support" December 4, 2019 5.0 In addition to Freshdesk being a superior product, I've sincerely enjoyed my interactions with the Freshdesk support and account management staff. They are very attentive to our needs and continually offer innovative suggestions on how to use Freshdesk to optimize our customer support activities. Pros It's easy to add new Groups and Agents. It also articulates well with email, so customers can choose to use the Freshdesk user experience, or simply send an email to create a support ticket. Cons There is honestly nothing that I don't like about this product. However, I think that more contextual help controls in the various screens would be beneficial. It would also be nice if we could reassign tickets to another group directly from the group queue instead of having to open the ticket to reassign it. Review Source HJ Heli J. Computer Engineer Computer Software Used the software for: 6-12 months ### "A Customer Support Game Changer!" October 7, 2023 3.0 Pros Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features. Cons Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality. Review Source VR Verified Reviewer Global Product Support Manager Legal Services Used the software for: Less than 6 months ### "Drastically improved the way we deliver and report on customer support" September 21, 2018 4.0 Fantastic. Totally changed the way we deliver support, made it much easier to track everything, and gives us some decent reporting too. So much better than email or JIRA service Desk (what we were using before). A few things mentioned in the 'Cons' but hey, overall great. Every time we had an issue or question it was handled quickly by your support team. Keep up the good work! Pros \- Clean easy-to-use interface - Intuitive ingestion of email chains (every other product we tried sucked at this...) - Slick support portal - Good automation tools - Great integrations and API options (Slack and JIRA work well) Cons \- Lack of functionality/separation for a multi-product setup (the only real separation between products is the 'Product' metadata field and the support portals - ideally we would like separate lists, and bespoke ticket fields & signatures for each of our products we support) - inability to create 'new pages' in the support portal. - Lack of functionality in the Contact and Company sections - filtering, sorting, custom column views? Whats the point of adding a tag if i can't sort or filter by it? I end up having to take the info offline all the time... (also annoying it shows Twitter, facebook and other fields we have no use of that for some reason are 'mandatory'..) - No ability to change the main 'contact' of a ticket - we are having to create new tickets and merge them to get round this which is fine but be good to be able to change this on the fly. Review Source DB Dusty B. Admin Assistant Mental Health Care Used the software for: 6-12 months ### "Extremely Customizable" September 29, 2022 5.0 Overall, I’m really happy and satisfied with Freshdesk. We’ve trialed many system but this one seems to be the best we’ve used and would definitely recommend. Pros I love that almost everything is customizable. We’ve really been able use it efficiently with this feature. The ability to automate a lot of stuff is great as well. Cons I don’t like that adding notes to tickets doesn’t count towards response times. It makes it seem as though the ticket is not being worked. Review Source VR Verified Reviewer IT Director Retail Used the software for: 1-2 years ### "Very Good Tool" August 8, 2023 5.0 Pros easy to deploy, very accurate, helpful in day to day tasks and tickets.free number of licences for SMB Cons every time you login you need to verify urself. Review Source Dr Ahmed J. Doctor Hospital & Health Care Used the software for: 1-2 years ### "Good Solution for Customer support services" November 24, 2022 5.0 overall Freshdesk is a good platform that helps agent to provide all needed support to customers , a little bit hard at the beginning but it will go smooth after getting used to it Pros Good ticketing system , nice and easy to use integrated chat . Cons it needs a lot of training , a little bit complicated also sometimes i can not find some of my data Review Source DT Delphine T. Raf Computer Software Used the software for: 2+ years ### "Freshdesk" January 10, 2023 4.0 Important gain de temps et surtout une meilleure gestion des demandes des clients.Rappels, alerte.. Une très bonne solution de gestion des incidents Pros Ce logiciel permet une personnalisation de nombreux éléments du tickets, la possibilité d'avoir de nombreux états de reporting pour suivre et gérer aussi bien les tickets que les contacts Cons Support uniquement aux états Unis et difficultés d'échanger avec eux pour une demande spécifique. Review Source CL Cesar L. Incident Response Analyst Financial Services Used the software for: 2+ years ### "Freshdesk review" February 7, 2023 4.0 It's been great and it help getting started with a ticketing managing system. Pros Is a pretty simple software and inexpensive compare with other vendors. It works really good and it has improve significantly over time. Cons It probably needs more features that other ticket management platform have but that could also mean a high price. Review Source VR Verified Reviewer Senior Systems Administrator Higher Education Used the software for: 2+ years ### "Great tool for supporting our customers" October 31, 2018 5.0 We've been using Freshdesk for 2 years and have built a great knowledge base of information for our customers. We have more and more people utilizing it and solving their own problems. Any time I've contacted Freshworks support, they've replied in a timely manner and resolved my issue quickly. I'm very glad we decided on Freshdesk over the other support tools we evaluated! Pros \- Interface looks nice out of the box and can be customized - Easy to use for both agents and customers - Knowledgebase is easy to build up and has been very useful for our customers as well as solving customer problems before they come to us for more help - Constantly improving the software and making it more extensible with outside apps Cons I find the cost a bit high but we're a public university and funds are always non-existent. Review Source CR Charlie R. Founder & CEO Sports Used the software for: 2+ years ### "Superb design, functionality, and support" June 4, 2019 5.0 As a software company supporting non technical users, we find the system has been able to offer our customers' intuitive self-service. For the questions/issues requiring our assistance, it provides efficiency, accountability, and transparency. It has become an essential part of our continuous improvement loop leading to our growth and customer satisfaction ratings. Pros It does everything I could ever ask it to do, and when needed (very infrequently), the support team behind the product is superb! As we have grown, and our needs have expanded, Freshdesk has had the functionality we need. Cons None. Since I have to type 40 characters - I would say the free trial hurt me. Once I got over the fact that I was no I was born not knowing every software product inside and out - and actually took an hour to learn it - it was smooth as glass. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Multiple products in the KB, the ability to brand our B2B products to our customers and brand specific help desk article to their customers. Review Source LHV Luis Hernán V. Support Engineer Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "An all-in-one option" May 22, 2023 5.0 I have used Freshdesk every day for almost a year and it is a very practical tool. Previously used Zendesk and Helpdesk and neither is as complete as Freshdesk Pros Freshdesk has it all, ease of ticket control, kpi to measure the work of collaborators and integration with calls. Cons It does not explain much the way it gives the recognitions to the users Reason for choosing Freshdesk After having tried several alternatives, this has been the best purchase. Review Source RD Rishabh D. Owner E-Learning Used the software for: I used a free trial ### "Freshdesk stands out due to its user-friendly interface." May 21, 2023 5.0 Pros Freshdesk stands out due to its user-friendly interface, comprehensive ticket management, automation capabilities, effective collaboration tools, multichannel support, powerful reporting features, customizable options, and the inclusion of a knowledge base. Cons Common user feedback regarding Freshdesk highlights a few potential drawbacks, such as its pricing, complexity, learning curve, limited reporting customization options, and integration limitations. Review Source Joe D. IT Director Retail Used the software for: Less than 6 months ### "Cheaper and helpful" October 28, 2022 5.0 very good experience with sales people, with their support team and they follow up with you to make sure all is functional. Pros very nice ticketing system, easy to use, easy to implement, easy to setup and very cheap comparing to others. very good for retail businesses. their support is A+ Cons is made for SMB and not very competitive for large companies and to move for a more professional one they redirect you to another product for same vendor. Alternatives considered [Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk the cheapest and do the job for an smb Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) for IT support and helpdesk purposes jira is not made for that Review Source amP avraham moseh P. computer scientist Government Administration Used the software for: 1-2 years ### "best software ticketing" January 23, 2023 5.0 Pros Easy to implement. Interface is easily usable by customers who appreciate the model thus giving the possibility of managing the computer park and the assets as well as the contracts. Cons although the technical support is very competent in terms of solving the problems encountered; sometimes remains inaccessible. Lack of certain functionalities therefore the product must be improved to meet the requirements of the hour which is in perpetual evolution Review Source VR Verified Reviewer Software Development Manager Machinery Used the software for: 2+ years ### "Great for the price and features " August 4, 2018 5.0 It’s been great. The team works well with the software and we can integrate where we want to with other software we use. Pros I like how i can easily work with a team of support staff and keep everything flowing. We serve a bunch of people each day and it handles it nicely. Cons I don’t like how you can’t order your tickets by priority. It would be perfect if you had columns of tickets (like cards in Trello) where you could organize cards by priority. The columns horizontally would the status, and the vertical would be the priority order. I shared this with them and their support team didn’t get it. I finally had to write a user story complete with diagrams captured from my whiteboard and they still just thanked me for my idea and went on. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.