# Page 28 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 28 - 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 28 - Reviews of Freshdesk ## Showing most helpful reviews Showing 676-700 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Matthew G. Founder and Owner Entertainment Used the software for: 2+ years ### "Freshdesk review" November 7, 2018 5.0 I love it, it has improved our IT department ten-fold. Pros We have used Freshdesk for more than 3 years now and I've got to say, it's the best support system I have ever used, it has all the features you would ever need, even in their free version of it. If you want to get extra features all you have to do is pay a small monthly cost and you can make your support team even more efficient. Cons There is only one thing missing from this software and it's the ability to create dynamic reports, obviously you can use their API to import records in to Power Query, but it would be nice to have a Freshdesk excel add-in to drill down in to your support tickets. Review Source AM Amos M. Account Manager Insurance Used the software for: 2+ years ### "Let's talk about Freshdesk. It is satisfying." September 23, 2023 5.0 Highly dependable. Am happy to have such a great tool. My work is now easy and enjoyable. Pros Freshdesk connectivity is on another level of dependability. It makes it a reliable and very secure tool. It's flexibility spreads out to any industry type and size. Am a proud user and administrator for Freshdesk. Cons Nothing to dislike about Freshdesk. All it's features are charming. Can't complain. Review Source LB Laura B. Contractor Experience Team Lead Consumer Services Used the software for: 2+ years ### "Would definitely recommend!" November 25, 2019 4.0 Pros Freshdesk is very user friendly - it does exactly what we need. The support team are always great when I've dealt with previously - very responsive and friendly and able to direct you in the right direction. Freshdesk allows separate teams to work together on the same platform and gives visibility over teams activity. Cons There is definitely some work that could be done with the reporting side. We track metrics (i.e. first response times, ticket numbers) and at times we are limited with this (e.g. if someone accidentally responds to an outbound ticket where a reply came in but didn't require a reply and then it reopens after weeks, it counts the response time as the length of time from the first reply to when it reopens so can skew figures). We did flag this to Freshdesk and they advised they could set up an API so prevent old tickets from reopening after a certain length of time but we weren't able to fix the reporting figures and had to report a skewed figure based on a few instances of the above scenario. Review Source AS Alexandre S. Analista Computer Software Used the software for: 6-12 months ### "Freshdesk" June 6, 2023 5.0 Simplificou muito meu processo de suporte, também nos ajuda a centralizar consultas do cliente em só lugar, relatórios com métricas Pros Nos permite capturar, rastrear e gerenciar tickets de suporte de várias fontes, como e-mails, chamadas telefônicas, bate-papo ao vivo e redes sociais, Interface intuitiva e fácil de usar, Integração com várias ferramentas populares, como CRM e chat ao vivo, Boa escalabilidade para empresas em crescimento. Cons Alguns recursos avançados podem ser complexos de configurar, Os planos mais avançados podem ter um preço mais alto, Personalização limitada na interface do cliente. Review Source Joe H. Co-Owner Telecommunications Used the software for: 2+ years ### "Freshdesk is great!" September 12, 2018 5.0 We've been using Freshdesk for our really small SAAS business for the past few years and have been really happy with the product. Freshdesk helps us ensure that none of our customers' issues EVER slips through the cracks. We're constantly getting feedback from our customers about how great our support is, and while our support reps are awesome, we owe Freshdesk the credit for keeping us organized. Pros \- Easy to use, both for support reps and for customers. - The look and feel of the new "mint" interface is great. - The single-sign-on was super easy to integrate with our SAAS app, I love that our customers don't need a separate account. Cons \- The mobile UI for support reps needs some work – it's kind of outdated and glitchy Review Source VR Verified Reviewer Post Venta Information Technology and Services Used the software for: 1-2 years ### "Se ajusta bien a todas las necesidades" February 2, 2024 5.0 Pros Las respuestas automatizadas me ahorran mucho tiempo Cons Nada realmente, la plataforma funciona de manera correcta Review Source SB Sarah B. Help Desk Analyst Farming Used the software for: 2+ years ### "Has served it's purpose!" September 13, 2022 5.0 Very good! Pros Very user friendly in comparison to our previous help desk software Cons I have no complaints! We have been pleased with all aspects of Fresh Desk Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Price, Ease of Use Review Source VR Verified Reviewer Developer/PLC Integrator Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Love FreshDesk!!!" December 29, 2020 5.0 We lover FreshDesk and expanding to the other FreshService addons. Pros We use FreshDesk Daily for customer support and issue tracking. We are able to track our customers and teams progress. Plus it started our free and there was a chance to learn and implement it into our daily routine and now we are paying for more features. Cons There are a few oddities about how tickets are made and some back scripting that needed to be done to notify team members. Overall the service works. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) FreshDesk was cheaper and met our needs. It allowed us to ramp up as our company grew without breaking our budget. Review Source CR Cristina R. Operations Manager Used the software for: 1-2 years ### "Freshdesk is critical to our business and customer communications and tracking agent activity." July 11, 2018 4.0 Freshdesk is critical to our customer communications and agent accountability. Timing is critical to our business and Freshdesk helps us keep up with a high volume of quality customer communications as a small but mighty team. It also helps me assess each agents productivity so that we can set achievable goals for each person on the team and measure their success on factors other than revenue. Pros My favorite thing about Freshdesk is that it gives me very good insight into my agent activity so that I can come up with ways to motivate, reward and course correct my team. It has also come in handy to have recorded calls to look back on when needed. Cons It less of a systems issue than a personal issue, but Freshdesk is massive. I've been using it for almost 2 years and I feel like I've barely scratched the surface of the various functions. I'm a fairly tech-savvy person, but I feel like there are a few functions that just don't make sense to me. For instance the timestamps, I'm never quite sure if I'm viewing time stamps on reports and such in my time zone, in the time zone of the business, or in the timezone of the agent. I wish that I could better customize activity reports and the agent quests and badges to be more applicable to our work. It would also be cool if Freshdesk could make scheduling recommendations based on volume trends and avg agent productivity. Bottom line, I love FD but I need to spend more time exploring the functions. Review Source VR Verified Reviewer Support Specialist Information Technology and Services Used the software for: 6-12 months ### "Freshdesk" September 24, 2020 5.0 Overall experience is good but analytics can be better. Pros Tickets management and user history helps to interact with customers in easy manner. Cons Analytics can have more precise reports. Review Source Alvin K. Network Engineer Government Administration Used the software for: 1-2 years ### "Monumental and thrilling ticketing management system." December 28, 2022 5.0 Real-time chats have made support easy.Intuitive and very clean dashboard.Helps to boost our sales thanks to quick support. Pros Easy to manage our tickets since we have so many customers.Efficient to create personalized messages for our customers.Simple and intuitive user dashboard. Cons It's an absolutely great CRM which helps with contact management.Reliable to connect customers to our service team. Review Source VR Verified Reviewer AVP - Marketing Automotive Used the software for: 2+ years ### "Helps in reducing manual effort" November 12, 2022 5.0 Pros Freshdesk helped in creating automated tickets from various channels and stiched the experience for user irrespective of which channel user is from. Cons There is no such thing to dislike about this software. Review Source Mian M. Product Opearations - Team Lead Information Technology and Services Used the software for: 1-2 years ### "Best Ticketing Portal for growing companies" September 22, 2019 4.0 Due to our growth in business, it was getting very hard to keep track of all the support tickets on a spreadsheet. Freshdesk is an easy to use software with a clean interface and provides all the features required. Great platform to provide support to customers Pros Freshdesk is one of the most user friendly software out there. Starting from the setup of the software, the freshworks team does all the work for you and guides you each step of the way. Customer support is always available via phone and email so issues get sorted out easily and in a timely fashion. For basic usage, the package is very cost effective and not a burden on the pocket for new and upcoming business. Cons Many API's of other software are not supported because of which you have to purchase Freshworks products and switch the entire system from one software to another. Review Source VR Verified Reviewer Project Manager Computer Software Used the software for: 6-12 months ### "Entry Level Support Software that is Scalable" November 14, 2018 4.0 Freshdesk has been a great solution for our team which has allowed us to fill a gap to collect implementation issues during our projects. The Freshdesk support staff have all been excellent and quick to respond. They even have helped out when we migrated our domain and needed to switch account names to align with rebranding the company. They're definitely worth checking out! Pros The company is very responsive and has some really great tools with their suite of software. I like that we are able to spin up a support system with their entry level and not have any cost per agent but in the future as our processes improve we can upgrade to the next level to gain additional features at a reasonable per agent rate. Cons There are times when the system is a bit slow to respond, especially when trying to do advanced searching. There have been times where I've had to kill the web browser and re-launch to start over. I believe with the improvements they are constantly making eventually the system will get snappier and quicker. Review Source PM Paul M. Director of Operational Technology Primary/Secondary Education Used the software for: 2+ years ### "Powerful but easy to use" December 30, 2019 5.0 Pros Very easy set up and easy to assign, control and analyze work flow, outstanding tickets or problem areas throughout the district. Support is top notch and very quick to respond. The automation rules allow you to set up multiple departments to access the system and control their own tickets. The ability to "watch" a ticket (monitor a ticket flow without being a responder or known to the customer that you are watching the ticket. The ability for customers to rate their experience along with customized email messages and ticket assignment make this product well worth the money. Cons Currently there is no option to "schedule" routine support tickets such as quarterly maintenance checks on equipment or for monthly events of set ups. This would prove helpful for our maintenance department who must check various equipment, minimally, annually, and have numerous jobs that repeat themselves. Having the ability to set the same "task" to repeat would be beneficial. Fingers crossed it comes in a future release. Review Source Mohamed B. Social media manager Consumer Electronics Used the software for: 6-12 months ### "BMD - Freshdesk" October 3, 2023 4.0 It helps me sometimes managing other social media for clients who fear to share passwords with anybody Pros It helps me alot with my work and make it so much easier Cons The customer service is slow and if someone new is using it he ll find it hard at the bigening Review Source SK Sufiyan K. Senior System Administrator Commercial Real Estate Used the software for: 1-2 years ### "HelpDesk Solution" November 29, 2023 4.0 Pros It is easy to manage. Integration with Azure AD. Multi factor authentication. Support ticket management, inventory management, change management etc. Cons I am still exploring more in freshdesk. as of now i am happy with freshdesk. Review Source ON Oana N. KAM Computer Software Used the software for: 1-2 years ### "Very user friendly platform " November 15, 2023 5.0 Overall I am very satisfied with the product and i will keep using it. Pros Easy to use Easy to track all the tickets asaigned Platform never crushed while using it. Cons Nothing to mention for the moment as I had a Smooth experience. Review Source DS Dave S. Vice President Financial Services Used the software for: 2+ years ### "Freshdesk review" November 27, 2019 4.0 It's been a learning experience for us. Overall, I think our service team is stronger as a result of FD, but I also think there is more we could be getting out of FD. Pros FD provided the opportunity to build efficiencies and consistency in the customer service process. For example, things like Ticket Templates and Canned Responses enables our service team to respond more quickly and ensure consistency in the response across all team members. We're also more efficient because we are collecting data/information all at once when it's initially needed up front. Cons The software, while providing a lot of flexibility, still can be rigid at times. Dashboard and ticket layouts, as well as some overall screen design/content can be frustrating at times, because we can't customize to the extent we would like. Also, I think we have system issues more frequently than we should. Our team was down recently for 36 hours, and it was difficult at first getting an FD response. When resolved, FD could not provide a reason of why the problem happened. Review Source AA Adelaida A. Senior Software Engineer Computer Software Used the software for: Less than 6 months ### "una solución de helpdesk todo en uno para empresas de todos los tamaños" June 7, 2023 5.0 En general, estoy muy satisfecho con Freshdesk. Es una solución de helpdesk muy completa y poderosa que es muy fácil de usar. El precio es también muy razonable. Sin embargo, la personalización puede ser difícil y la atención al cliente puede ser lenta en ocasiones. Pros Freshdesk es muy fácil de usar, tanto para los agentes de soporte como para los clientes. La interfaz es intuitiva y está bien organizada, y hay una gran cantidad de documentación disponible para ayudar a los usuarios a ponerse en marcha. Cons La personalización puede ser difícil: si necesita personalizar Freshdesk más allá de lo que se ofrece de forma predeterminada, puede ser un poco difícil hacerlo. La documentación no siempre es clara y puede ser difícil encontrar el soporte que necesita. Review Source PK Pawan K. Lead Information Technology and Services Used the software for: 2+ years ### "Good to use without skip any complain" August 22, 2020 5.0 Overall it's excellent There are multiple option which you can use, like 1) Productivity of the team on daily/monthly/weekly 2) You can transfer ticket to any specific person with the specific subject line also which is a best part 2) It's Cannon option is also very useful Pros It's good to use without miss any complain & i am using it from last 3 year & still using it before that it was very difficult to track any complain but when i was started to use it's awesome You can check it daily productivity also which will help you to track your performance Cons Only 1 cons is that i am still unable to use the admin here and given so many complains on it but worst part is without any confirmation or call they will close your ticket just saying that "Hope your complain is closed because we have not received any revert" Hope they will work on it after giving my loyal feedback Review Source Antonio A. ITSM Specialist Used the software for: 6-12 months ### "ITSM Expert, member of Partner Reseller" March 20, 2018 4.0 Excellent option for those organization that are in the process to implement Customer Support applications with a small budget. With a cloud based deployment can deploy this application quickly saving time and money. Pros With an easy to use inteface, lets the organization covers the main taks on the Customer Support side. Excellent starting point for those companies with small budgets to invest on this kind of applications. With interesting features like chat, email, mobile app, and with native integration with social media networks. Available from a starting plan (Sprout) for free , and with other suscriptions plans (Blossom, Garden, and State) that's fits the organizations needs. Can be integrated with other products of Freshwork like Freshsales, to expand the CRM support. Cons Since the application is really easy to setup and configure, the organizations start using the Sprout version, but when they needs more features some of them are only available in the paid plans. Review Source Melanie Catherine C. Self Study used E-Learning Used the software for: 6-12 months ### "Comprehensive and Excellent customer support" June 14, 2023 5.0 Pros It has a wide range of essential services, including live chat, email, phone, and social media support channels. Cons For my own opinion it was overly pricey for individual agents and users. It has limited custom features. Review Source VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Omnichannel CRM" October 30, 2022 4.0 Pros Ease of using a new mobile app for Freshdesk CRM for new generation users, equally good desktop console.Canned answers feature is very useful Cons Bulk action can get better, easier I am sure responding UI can get better with app Reason for choosing Freshdesk Ease of setup and all integrations Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Cost Review Source VR Verified Reviewer Owner Information Technology and Services Used the software for: 2+ years ### "Fantastic!" October 14, 2018 5.0 From a customer standpoint - Freshdesk is seamless - it's solutions center and ticketing is easy for the customers to use. We love the canned responses, and features that make our support team be able to respond quickly to customer issues. Pros Having used many helpdesk solutions in the past - Freshdesk continues to amaze me with their fantastic customer service and support team. We utilize their Freshchat and Freshdesk solutions and both teams have always been hyper-responsive to any questions we have ranging from configuration to helping us customize our solution to better serve our customers. Cons It's not that I really have a problem with it, but when contacting support you have to make sure you are contacting the right support team to work with an issue. We are migrating between their built-in chat in Freshdesk to their standalone product Freshchat - and we have to bounce between the two support teams to make sure the migration goes smoothly. It would be nice if they had a little cross training to help with migrations that affect both products. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.