# Page 27 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - 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 27 - Reviews of Freshdesk ## Showing most helpful reviews Showing 651-675 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TF Tracy F. CEO Computer Software Used the software for: 2+ years ### "Freshdesk Review" November 22, 2022 5.0 Freshdesk 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 Freshdesk's wide range of customised options for handling customer tickets, issues, and synchronisation with Freshsales. Cons Freshdesk'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 Freshdesk, 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 Michiru A. コンサルタント Management Consulting Used the software for: 1-2 years ### "ある程度の機能を安く揃えたいのであればベストな選択" January 1, 2023 2.0 それなりに機能が揃っているのですが、使いやすさではもう少し頑張って欲しい。 Pros とにかくある程度の機能が揃っているのに安いところ。明らかにZendeskの良いところを取り込んでいるので、機能が十分。 Cons バグがある。日本語対応が遅れている。サポート元に問い合わせをした時もそのように行っていた。 Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk 値段がお手頃だから。 Review Source RM Raymond M. Software Development Manager Education Management Used the software for: 2+ years ### "Freshdesk review by software dev manager @ Regenesys Business School" December 12, 2019 5.0 Awesome. Pros The ease of use, both for the agents as well as the clients is pretty awesome. Being able to pull out detailed reports concerning not only the tickets on the system and their categories and statuses, but also seeing agents' performances makes this product recommendable for me. Cons The fact that I have to log in twice, once for freshdesk and then again for freshworks, before I can gain access to our freshdesk platform really irks me sometimes. An SSO would go a long way in preventing this. Also, being to integrate with Jira proved unsuccessful for me. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Reason for choosing Freshdesk Ease of use for agents and clients as well as reports. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Coz Freshdesk proved to be a better product Review Source SS Sanjeev S. Sr. Manager Applications Engineering Semiconductors Used the software for: 6-12 months ### "Ampere Computing Feedback" May 28, 2019 5.0 Overall experience has been good primarily because of the excellent technical support. Pros The flexibility, ease of use, ability to customize the look and feel of the pages and scalability It is very feature rich. Though enabling some of features is not that intuitive. However, the excellent technical support takes care of that issue. Cons The Freshdesk Admin menu does not offer the flexibility to add a link. We have a custom developed portal (Customer Connect) where we share all the product collateral with our registered users. We integrated the Customer Connect portal with Freshdesk. That is, customers registered on Customer Connect do not have to again login into the Freshdesk portal, they directly get access to the Freshdesk portal. Basically the customer database on Customer Connect is shared with Freshdesk and hence with a single logon the customer can access both the Freshdesk and Customer Connect . We were successful in creating a “Return to Customer Connect”button/link in the Freshdesk User view but not in the Admin view. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Two factors influenced our decision: 1. Cost 2. Positive feedback from our IT department that was already using Freshservice. Review Source Jahangir A. Administrative Support Executive Computer Software Used the software for: 1-2 years ### "Great apps for cloud based Technical Support Solution " October 15, 2018 5.0 I have been assigned to adopt Freshdesk from Zendesk during my time at Augmedix. And After the successful training and implementation of FreshDesk, our company productivity especially in the technical team to create tickets and solving case issues have been resolved smartly and better than our previous apps. So our CTO got huge Appreciation for this adoption. We found smart solution for technical support and ticket creating and solving issue with perfect way like FreshDesk do. Pros 1.Its more interactive and great graphics interface rather than Zendesk or other available same platforms. 2. It's syncing and team distributing and tracing every single ticket system is really easy. 3. Simple, easy to use and fast 4. Awesome customer support including initial training. Cons 1\. Sometimes loading and syncing take too much time and its really annoying. 2. Cashed the entire web without any reason. 3. Very bad for poor internet connection Review Source VR Verified Reviewer Manager - user experience Consumer Services Used the software for: 2+ years ### "Freshdesk - At ease " June 30, 2022 5.0 Pros The easy report generation facility and very helpful for emails and social media chats Cons Sometimes it lags but is very helpful. All the report generation is really easy. Review Source VR Verified Reviewer Senior Manager E-Learning Used the software for: 2+ years ### "Great application for ticketing" July 8, 2019 5.0 We have thousands of customers using our product and they find it easy to get in touch with us for any query using freshdesk. Freshdesk helps us in keep them satisfied. Pros We have a team of over 15 people using Freshdesk to resolve tickets or queries raised by customers. Freshdesk features are quite elaborate and very useful. It is easy to draw reports and keep our ticket TAT (Turn Around Time) low. Cons Need to customize the theme but it needs a UI developer to work on it. However this also means that its pretty flexible and allows us to do the changes as per our choice. Enough material is made available to help in customization but one needs some degree of coding knowledge to finally make it happen. Review Source MH Mohamed H. Senior Workforce/Data Analyst Telecommunications Used the software for: 2+ years ### "Amazing Experience" November 6, 2022 5.0 The whole thing is amazing when it comes to using the Freshdesk system with all available features, I'm using a lot of things because of my job duties, I real-time, export data, and communicate with the team, also use the Freshdesk on any device makes it a lot easier for the user. Pros The ease-of-use options and user interface which is very clear to any user, need no training session to become an expert on Freshdesk. Cons Sometimes, especially when using low internet speed, it takes time to load the required data and this might cause a delay when replying to the customer which causes service level breaches and not achieving the first response target. Review Source NK Nicholas K. Co-founder Consumer Services Used the software for: 1-2 years ### "Robust Customer Support Management at the best price " September 21, 2018 5.0 Great. Great. Great. No complaints thus far, save for the slight irritations noted above Pros After looking at several Support service providers (Zendesk, Salesfoce Desk to name a few). Feature for feature Freshdesk is one the most robust, if not the most robust service, particularly when used in conjunction with Freshworks services like Freshchat. the icing on the cake however is the pricing, the next closest competitor is almost double the price for substantially less features than we have with freshdesk and Freshchat combined. It terms of usage, we have found it easy to work with, easy to customize (except for themeing - addressed in the cons), and easy to integrate into our applicatons and workflows. they have a great mobile app for support on the go and another app for Freshchat to engagee with customers and problems in realtime. Their support team has been extrmely responsive whenever called upon. Great product Cons 1\. They lack a robust selection of themes to customize the look and feel of your support portal. Even though customization is a straight forward process once you have your theme files "proeprly" created, creating them and getting the HTML and javascript components to play nice with the support portal functions is another story. I guess this is however by design as they do have some third party vendors available on their theme page who sell Freshdesk themes (plan on spending about $600 for a decent theme). It would be nice of they had better clear documentation on creating themes for each view and maybe an smart or WSISYG editor which checks for errors. 2. Better information on integrating freshdesk for ecommerce use cases where order disputes along with order details can be pushed to freshdesk to create a ticket. Review Source VR Verified Reviewer Responsable de Marketing online Cosmetics Used the software for: 2+ years ### "Perfecto para centralizar tu servicio de atención al clientr" October 23, 2022 5.0 Pros Nos encanta ya que podemos tener centralizado todos los servicios de atención al cliente del grupo, y tener un control de los tickets que gestiona cada persona Cons Nos parece perfecto, llevamos tiempo con esta herramienta y no la cambiamos Review Source VR Verified Reviewer Customer Success and Support Information Technology and Services Used the software for: 2+ years ### "Easy to use, convenient and customizable helpdesk" November 26, 2018 5.0 Easy to use helpdesk which helps us stay in touch with the customers. Thank you Freshdesk :) Pros Working with Freshdesk is easy and convenient. I like how the helpdesk is organized; how support tickets can be tracked, tagged and filtered. There is a lot of customizable options. It's very easy to organize and make changes to the Knowledge Base as well as the Forum. The tickets I've submitted to Freshdesk support team were answered quickly and effectively. Cons The Mint experience is beautiful, but it takes time to get used to it in terms of functionality. Also, sometimes I experience glitches in filtering tickets or solutions, when the page stops responding, but this happens rarely. Review Source CU Claudia U. Customer Success Associate Hospital & Health Care Used the software for: 1-2 years ### "Easy to use Freshdesk" May 20, 2021 4.0 Pros Easy to use as admin, have a lot of flexible options to set up the agent platform Cons Better interactive options on the knowledge base settings and needs an option to add videos to the knowledge base articles. Review Source AA Aman A. Sr. Manager, Cyber Security Architect Real Estate Used the software for: 1-2 years ### "Great tool for Mid sized company" June 2, 2023 4.0 Over all a good tool, easy to learn, configure and track. Pros used it as ITSM tool. Easy to deploy and configure. Perfect for small and mid sized companies. Cons If you are looking for advanced automation, integrations and orchestration, you may need to go for an advanced tool Review Source Arheer G. Marketing Manager Internet Used the software for: 1-2 years ### "Freshdesk: The Comprehensive Ticket Management Solution for Your Business." February 24, 2023 5.0 Freshdesk is a solid help desk software solution that offers a range of features that can help businesses manage their customer support operations effectively. Pros 1\. User-Friendly Interface2. Multichannel Support3. Multiple Integrations Cons 1\. Limited Customisation2. Steep Learning Curve Review Source FF Friend F. Manager Accounting Used the software for: I used a free trial ### "The ease of adding vendors and customers is great. " June 8, 2023 5.0 I have been using it and am really pleased to have it. Pros This freshdesk helps me in live chatting with everyone I need by sharing data and different files in general. Cons Nothing, because I liked this software indeed many people should have this software too. Review Source Ayan B. Technical Specialist Computer Software Used the software for: 2+ years ### "Freshdesk Overall Experience" September 27, 2018 4.0 We extensively use Freshdesk almost 10 hours a day and it's been fantastic, merging tickets, linking tickets with Atlassian, we mainly solve developer queries where the technologies extends from client side to server side, managing all the queries has been super easily only because of Freshdesk Pros Mint theme is very fast and the UI looks great Integration with Freshchat helps to manage the ticket very well Bot feature is also nice. Far better than other cloud-based customer service software avialble. Cons There are a few problems with the latest mint theme Sometimes the options are not clickable, need to reload the page to make it work Ticket properties cannot be collapsed when browser size is reduced causing overlap. Review Source JF Jacob F. Store Manager Retail Used the software for: 2+ years ### "If greatness is what you are looking for,Freshdesk is your missing part ." September 27, 2023 5.0 Acts as a life saver tool for marketing and handling your workouts properly.Most effective and interactive software thus making it compatible and more interesting to use. Pros Freshdesk provides connectivity among users.It customer desk service is phenomenal.It unifies communication and resolves all problems across channels effectively.its features are on another level. Cons You can reach their customer service and time for help and you can also automake your work flow automatically with no challenges at all.Have no complain. Review Source ST Siddharth T. Business owner Retail Used the software for: 1-2 years ### "IT support for Laundry system" July 8, 2023 5.0 Pros Customer support and quick ticket resolution Cons UI was not very intuitive. Could have been better in terms of screen layout Review Source NB Nici B. SEO and Social Media Consultant Marketing and Advertising Used the software for: 2+ years ### "Useful Help Desk/Call Centre Package" August 1, 2022 5.0 I used this software whilst running a software helpdesk/call centre. At the time I compared all the alternatives and felt it was the best one for the price. Pros Email management and the ability for connected issues to be linked was really impressive. Cons Integration with Jira would have been a great feature. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It was cheaper at the time than Zendesk and had similar functionality. Review Source AA Ahmad A. Owner Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Freshdesk, Customers Will No Longer Be Ignored" February 12, 2023 5.0 Because of my desire for the success of my work and my company, I often offered clients a form to tell me their opinion of the services we provide and their evaluations were very important in developing the business... Most of the opinion polls told us that our customer service is bad and that we ignore their messages and service requests.. Yes, it is ignored Unintentional..when we found freshdesk it solved the problem very quickly..it's a professional tool..it's great..thanks freshdesk. Pros I think that freshdesk this software is the best customer support tool ever... It contains a lot of great features and it depends on artificial intelligence and the thing I liked the most is that I control the responses to customers and their inquiries on all platforms such as Facebook, Instagram and others through one control panel which is freshdesk. Cons It's a great software... freshdesk is complete in terms of the features it offers... but its price is high for my average company... to some extent I find it financially expensive for me, especially if I want to subscribe to its advanced plan that provides me with all the features I need. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.