# Page 27 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - Is Freshdesk the right Help Desk solution for you? Explore 3438 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 (3438) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 22nd, 2026 # Page 27 - Reviews of Freshdesk ## Showing most helpful reviews Showing 651-675 of 3438 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use GT Gergely T. CEO Information Technology and Services Used the software for: 2+ years ### "Easy to use and easy to implement helpdesk sw" September 21, 2020 5.0 We use FD as our main helpdesk service. We like it. It is fast, reliably, clever! Pros is very easy to implement and very easy to use but if you get to know it offers a lot of functionality and features. You can customize almost everything! The onboarding of new personel is easy too! Cons The support tends to fix some bugs VERY-VERY slowly... Review Source Vishwjeet N. Owner Architecture & Planning Used the software for: Less than 6 months ### "Nice software for support ticket management" August 15, 2023 4.0 It was a nice while using this software. Pros With the implementation of AI, it can be prioritize, categorise and assign tickets to available support executive for faster resolution. Cons I didn't notice any cons in this software till now, if any thing comes in mind, i will update here. Review Source Anthea S. e-Commerce & Digital Marketing Manager E-Learning Used the software for: Less than 6 months ### "Useful even at the free level!" December 3, 2019 5.0 We implemented the free Sprout version of as a replacement for the old system of having team members log in to a shared email box. It has been transformative to be able to see what's been touched already, by whom, and what was said. We no longer have to worry about customer emails getting missed because everyone assumed someone else took care of them, or because they got pushed to another page and forgotten. Beyond that, their customer service has been very responsive and helpful, even though we're currently on the free plan. Pros Being able to see at a glance that a ticket has or hasn't been addressed yet is awesome, including what was said, who said it, and when. We're also using categories and tags to finally start tracking the frequency of different request types, rather than relying on gut feel. The "add note" function is great for individual notes, and the "forward" option is useful when we need to have an internal conversation about a ticket. Cons I don't personally like their mobile app. Whenever I need to access our inbox on my phone, I switch to the desktop version of the site because it's easier to navigate even with the print being tiny. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk 1: The free version, so we can start small and upgrade later. 2: Good reviews from colleagues at an old job. Review Source Avash K. WordPress Developer and Pagespeed Optimization Specialist Information Technology and Services Used the software for: Less than 6 months ### "Great Customer Support Helper For Every Business" February 24, 2021 5.0 I used to use Gmail, Facebook etc to get support tickets, inquiries etc from my company clients and it used to be messy and I saw on Capterra and thought about giving it a try - and it has been one of the best decision I have ever taken. I will even be suggesting Freshdesk to my clients from now on - It's simply amazing. Tracking of support tickets, inquiries, complaints etc are made easy by Freshdesk. I highly recommend it for everyone who wants to increase the efficiency of their business works(Customer Support). Pros is amazing! We can track and manage tickets easily and also track what happened to previous tickets. The User Interface is great - an average computer user can easily navigate and use Freshdesk. Also, they have a YouTube channel where they have god videos on playlists like "Introduction to Freshdesk", "Using the Fresh Desk Mobile App" etc which is the thing I like most about Fresh Desk as anyone can learn Freshdesk watching those videos. Freshdesk is also cheaper than most software out there with similar features and their customer service is very responsive and helpful. Cons Keeping in mind how far automation has gone in today's world - I think can do better but I got no complaints. Freshdesk is good for me and I don't think there are much to dislike about Freshdesk. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) We used to reply to emails(Gmail) and social media messages for customer support. Using Gmail was very confusing and messy - sometimes we even missed some emails. seemed to be a game-changer so we switched to Freshdesk and it has really been a game changer. Review Source David S. IT Director Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Amazing Software for The Cost!" September 17, 2018 5.0 No longer am I receiving multiple emails a day from users needing help or asking for tech support. It's all in one place, it's tracked, and solutions can be saved for future use in a knowledge base. Pros Considering I'm still running a free version of with a sample size of my users to test I'd say the biggest pro is the cost! If you have a small organization then you can easily utilize the free version of FreshDesk to handle all your support ticketing needs. Even once you upgrade to a paid version the cost is still the cheapest I've come across. Also having access to the mobile iPhone app is great! Cons One thing I was frustrated with was during the setup. When a user follows the link to your login portal and creates an account it still requires the admin to go into the Contacts and hit the "Send Activation Email" button so they can create a password and move on. My users were confused and it took some extra steps to get setup but I understand from a security standpoint so not just anyone can sign up under your organization. Review Source RP Rahul P. Software developer Computer Software Used the software for: Less than 6 months ### "Review for freshdesk" January 11, 2023 5.0 It worked excellent for our daily customer service interactions. It worked well for distributing Pros No of the size or level of technical skill, every firm may use the intuitive user interface. Its automation capabilities speed up and shorten customer support procedures. It has several features and integrations available. Cons It's extremely disappointing to see that the crucial chatbot feature is only offered to subscribers with the top tiers. Review Source JD Jeanne D. Archiviste / analyste en gestion de l'information Higher Education Used the software for: 2+ years ### "Évaluation pour Freshdesk" July 26, 2023 4.0 C'est un bon outil de helpdesk de base pour une petite entreprise. Pros Facile à utiliser et facile à comprendre. Facile de retrouver ses tickets de support : les filtres et la recherche dans les tickets fonctionne bien.C'est apprécié d'avoir des messages personnalisés pour la réception et le suivi des tickets. Cons La partie ou se situe les échanges entre le demandeur et l'intervenant n'est pas optimale. C'est difficile à consulter car les échanges ne sont pas séparés les uns des autres de manière distincte. Review Source VR Verified Reviewer Marketing Programs Manager Wholesale Used the software for: 2+ years ### "Freshdesk is an excellent project management tool" October 9, 2019 5.0 I love ! It is a great project management tool, and it has greatly helped our team keep track of a variety of moving projects! I would absolutely recommend this to other organizations with very process oriented projects, that involve multiple parties. Pros The Ability to customize features, add in required fields that are specific to your organization, etc. Cons A project/ticket can only be assigned to one user at a time. In our organization, projects often involve multiple people, so having the ability to co-assign a project to user(s) would be helpful! Reason for choosing Freshdesk has The Ability to customize features, add in required fields that are specific to your organization, etc. - that was vital to our decision to select this option! Review Source Edward Garibaldi V. Analista Health, Wellness and Fitness Used the software for: Less than 6 months ### "Useful and versatile tool" April 9, 2024 5.0 In general I can say that I like using this since it is easy to use and the compatibility with various devices is an extra point in its favor Pros What I like most is that I can attend to my tickets both from my cell phone and from my computer. It allows me to adapt the tool to my workspace. Cons I have no complaints about this tool currently. Review Source VR Verified Reviewer Communications Officer Used the software for: 1-2 years ### "Easy Setup and implementation " June 15, 2018 5.0 Easy customer response online and via mobile app Pros makes support management simple at a cost effective price. Setup was easy and straightforward including setting up our custom domain. Ticket management was simple to set up with customizable parameters. We liked being able to quickly use canned messages to provide immediate support. Responding to customers on the go was also easy with it's mobile app. We also likes automatic suggestions that gave customers possible solutions based on what they were asking. Cons Ticket creation via email sometimes created extra tickets or tickets from spam messages. This wasn't as easy to manage as we would have liked and often times required us to filter through tons of support tickets that were generated in error. Pricing was ok our small team, but became not so cost effective when adding additional agents. Review Source Lissa H. Photographer Photography Used the software for: I used a free trial ### "Great for small businesses or start-ups" July 14, 2022 4.0 Overall, I think this is a great help desk software for smaller businesses or start-ups. It’s easy to implement and get started using the help desk features. There is a 21 day trial so you have time to see if it will work for your company and whether you will need to pay for more features you need or not. Even with paying for more features, the price point is lower than most of the help desk software I’ve tried out. Pros The software is really easy to use and you can have your help desk up and running within a few hours. The price point is great for smaller businesses because you pay by how many agents you have using the software. It makes it so easy to keep up with tickets and for sending canned responses. It’s great to be able to see reports on the number of tickets you’re getting. I like that I could set up a knowledge base. There is a 21 day trial period so you have time to see if the software will work for your business. Cons Because it is a simpler help desk software with quick implementation, that means it does have its limits and it’s not very dynamic. For larger businesses, this software would be too simple, I believe. Also, there are several upgrades (for more money) and when I called in about a problem with a feature, the frequent response was that I needed to upgrade to have access to that. Review Source JP Jerry P. Network Administrator Transportation/Trucking/Railroad Used the software for: I used a free trial ### "Freshdesk seemed promising but was a let down for us" May 11, 2021 2.0 we would have loved to get off to a start, but it was so difficult to setup and deploy that we gave up, we went with spiceworks instead, which was super easy to deploy Pros the graphical interface was clean, not too cluttered and looked streamlined, the pricepoint seemed to fit nicely into our budget. Cons it was very difficult to setup, it was almost as if one needed to be a programmer, after spending several hours trying to make it work, we gave up. Reason for choosing Freshdesk we did not choose Review Source VR Verified Reviewer Product and Support Specialist at CUE LLC Used the software for: 1-2 years ### "Our team currently uses FreshDesk for ticketing and our knowledgebase." June 29, 2018 4.0 Benefits of : Price Functionality Integrations Collaboration Organization of tickets Pros The program is very customizable. Especially with the use of dispatcher, I can have tickets that come in automatically categorized based on the subject matter within them. Also, there are many different software that FreshDesk integrates with, which helps our team bring on and incorporate existing products that we currently use. Cons Sometimes the connections between certain integrations cause issues and take additional work to make them connect. For example, we had difficulty incorporating our SnapEngage account with ; there were errors with the chat transcript not being collected by FreshDesk. We also decided to incorporated SnapEngage because the live chat that FreshDesk offered was not as robust as what was being offered by SnapEngage. Review Source VR Verified Reviewer prestateur de service Computer Networking Used the software for: 1-2 years ### "consultant" March 5, 2023 4.0 Simplicité d'utilisation a tout moment Probabilité de recommander le produit Pros nous pouvons obtenir tous les e-mails et les réponses des clients dans des tickets faciles à comprendre.et surtout le logiciel est le plus facile a utiliser Cons beaucoup de personnalisation doivent être ajoutées selon le client. et parfoit on est obligé d,atendre que je serveur c,actualise avans d,affiche Review Source VR Verified Reviewer Coordinadora Ss2 Internet Used the software for: 1-2 years ### "Freshdesk helps to mantain your clients happy" August 30, 2019 4.0 Since we've implemented , our response time got better and we find more possible to achieve or SLA Kpi's. But, besides that, it allowed us to track the requests less messy, as the ticket number helps us to recognize what are the clients talking about easily Pros I like that allows me to track several requests for several clients and it allows me, also, not only to give a response neatly, but also to leave internal notes to my collegues or the IT area, to solve the problems or develop the solutions more efficiently. It's better to have the communication with the clients via than vía e-mail, as I manage a lot of projects at the same time and e-mails are less trackeable. And the new interface is way superior to the previous one. Cons I feel the dispatcher system is a bit contra-intuitive to configurate, also the groups for recievers, it's the only think I feel it needs to change. Review Source LT Laurie T. Direction Retail Used the software for: 2+ years ### "Correspond à nos attentes" November 23, 2023 5.0 Pros réponses prédéfinies, facilité d'utilisation, widget intégré au site web Cons les mises en forme de texte, les émoticônes non intégrables dans les prédéfinis, Alternatives considered [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk correspondait bien à nos attentes. Nous a permis de gagner beaucoup de temps dans la gestion du service client Review Source Michelle D. RESEARCH ENCODER Environmental Services Used the software for: 2+ years ### "Freshdesk Review" September 15, 2022 5.0 I recommend this app because it is really useful especially in communicating!! Pros This app is really great!! I am enjoying using this app especially when I have a class because this app is totally helpful. Cons I don't have a con about this app because all the features are very useful!! Review Source KE Karim E. MANGER o Security and Investigations Used the software for: 1-2 years ### "Karim elshebshery " September 2, 2023 4.0 Ihave not any problem for used a saleing Pros simplefor used and HIGH QUALITY AND NOT EXPENSIVE Cons simpley for used AND softelysound and high QUALITY Review Source VR Verified Reviewer Proprietario Hospitality Used the software for: 2+ years ### "Recieving bad customer service from the leader in services for customer service" January 5, 2021 2.0 I am a customer of this brand since several years. About 2 weeks before the expiration of the annual subscription, due to Covid-19 I asked to put my subscription on hold for a while. They replied that they do not have such a feature. I asked what could I do, in order to pause their services. They just replied about the same day when the subscription ended to suggest me that I should export all my contacts. When I tried to do that, the subscription expired already and the export feature was deactivated. I sent a few email since, hoping for a reply: nobody replied, so this should mean that either I pay the renwal or I lose my contacts. Not bad for a long term loyal customer to be treated this way! Pros Very comprehensive software always updating and adding new features Cons I don't need most of them for my specific job in Hotel industry Review Source TF Tracy F. CEO Computer Software Used the software for: 2+ years ### "Freshdesk Review" November 22, 2022 5.0 is a helpdesk platform that runs in the cloud and provides strong customer service solutions. Freshdesk streamlines communication across platforms by combining conversations from email, phone, online, chat, and social media. Freshdesk will manage SLAs, provide accessible self-service choices, automate workflows, and generate reports using Freshdesk. Over 50,000 businesses, including Bridgestone, HP, Harvard University, and DHL, use Freshdesk. Pros I particularly appreciate 's wide range of customised options for handling customer tickets, issues, and synchronisation with Freshsales. Cons 's support staff had to set up numerous features for my new accounts as part of the onboarding process. Before we could fully utilise Freshdesk, a few days passed. I think the onboarding procedure might be adjusted to be more straightforward. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) It lacks all of the capabilities and flexibility that are possible from the perspective of product management. Everything you believe you should be able to accomplish when customising is actually not possible, and it takes a lot of effort to find and investigate topics in the help area. really aggravating Review Source SM Serhii M. Service desk agent Information Technology and Services Used the software for: 2+ years ### "Personal thoughts " May 20, 2021 5.0 8/10 Optimized performance Amazing mobile app Chat support replies fast enough User friendly interface A lot of managing tools, abilities, etc. Pros Mobile application, the way it worked, amazing performance, user friendly, it was easy to manage small amount of tickets by this mobile version. Not a lot products have strong mobile apps, my advice - push more this direction Cons Unexpected issues, it happened rarely, chat support usually replied fast enough Reason for choosing Freshdesk Not my decision Review Source �AE 🔹 Amine E. CMO Internet Used the software for: 2+ years ### "Todo departamento y equipo de mkt debe tener" May 29, 2022 4.0 Llevamos muchos años usando , sin duda en mi opción nº1 uno. Pros El ecosistema Fresh cubre varias de nuestras necesidades. Básicamente usamos dos, Freschdesk para toda la parte atención al cliente, y freshchat para el chat in differentes idiomas, bots, ..etc Cons Ofrecer soporte multidioma La integración entre las diferentes herramientas Fresh Review Source glory B. Business Consultant Market Research Used the software for: 1-2 years ### "Great Automated Software" May 25, 2023 4.0 It saves me time to focus on other things. Pros It enables schedule task at my free time and also automates everything from customers emailing to chats while I focus on other things. Cons It's functions are somehow complex which makes it not too easy for beginners. And also the pricing is a lit bit pricey compared to other similar apps. Review Source VR Verified Reviewer Dispatcher Consumer Services Used the software for: Less than 6 months ### "Freshdesk important" December 29, 2022 4.0 it was a good experience with communicating with customers and solve their issues and problems and to monitor other agent that connect other customers Pros The escalation tool and the one view style that make us do the actions with more ease Cons The reaction to the chat and i didn't see anything that has to be improved Review Source VR Verified Reviewer Director of the Virtual Financial Aid Office Used the software for: 1-2 years ### "Great out of the box product!" July 25, 2018 5.0 Better visibility of our customer service, better management of our team, more agile in getting new employees trained and connected with our customers. Pros The software was very intuitive and easy to set up and learn. We began using this product in response to a re-org which resulted in high turnover in our customer service department. It enabled us to meet our customers needs and eventually realize that the only way to manage all of our relationships was to have a platform where we could see their engagement as well as our performance. Cons The customer support is spotty. Some of their own representatives do not appear to adhere to the standards that the company puts forth in their articles about building a support team. Some of the representatives are outstanding, however and seem to have a good understanding of the system and how their customers use it. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.