# Page 29 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 29 - 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 29 - Reviews of Freshdesk ## Showing most helpful reviews Showing 701-725 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Operations Manager Information Technology and Services Used the software for: 2+ years ### "Easy to use" October 15, 2018 5.0 We have a large network of small independent businesses so replying on a timely manner is critical. Freshdesk lets us prioritise urgent matters easily. Pros It's really user friendly and does not take long to train our new team members on how to use it. Dashboard and reporting gives a quick summary of ticket statuses so we can see how busy our overseas team is and how much more tasks we can assign to them. Every time we had a question, customer service team was really quick and professional. Cons Nothing I don't like about Freshdesk. Maybe few fields I would like personalise but no option to do so (e.g. 'New Email' option prior to 'New Ticket' option). Review Source VR Verified Reviewer IT Support Technician Retail Used the software for: 1-2 years ### "My Experience" August 13, 2018 4.0 Overall the experience I have had has always been amazing. They are quick to respond and always willing to help. This gives me great confidence in the software itself knowing I have someone at the other end to help. Keep up the good work Pros The recent activity is a very helpful feature. It allows you to have a quick glance at what tickets are overdue, open, on hold, due today or unassigned. Being able to view this is a massive help. Very informative but very simple in the way it is presented. Cons It would be helpful to sort tickets by requester. By doing this, it will enable me to know first hand which requester has which ticket and if any duplicates have been created in doing so. I understand there is a search function, but to have the view in 'My Unresolved' would be quite helpful in organising what needs to be done. Review Source DW Dan W. Head of Creator Support Music Used the software for: 2+ years ### "Great software - some bugs need fixing and could use some additional features." January 3, 2020 4.0 Good experience. Support is fast to respond. It's an easy platform to train new team members on. Pros Ease of use, setup, and features. An added feature would be to be able to search ticket by subject title and then to select many of the results at a time. Cons There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages. Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Price was far more affordable. Switched from [NetSuite](https://www.capterra.com/p/135757/NetSuite/) NetSuite is not really suitable for our needs as a support team. Review Source Mauricio Alexander R. Desarrollador de software Used the software for: 6-12 months ### "Excellent to offer customers a first quality support service." June 26, 2018 4.0 Pros Fresh desk gives you the opportunity to offer your clients a very complete service for technical service or requests for a project that you are doing, the system is very complete, works with tickets that each client with permission can send by email or directly from the application, this is saved in the application and arrives in the inbox of the solutions for your team, this avoids that your customer's requests are ignored, you can give full support and have control of the progress on the requests , know how long it takes for your team to complete them and, thus, is a fundamental tool if you want to offer a first class service. Cons You must frame well when the client sends these tickets and under what circumstances, because if you have a customer without control you can fill the application tray with infinite tickets that have no meaning or that were already scheduled, you have to be very careful with this. Review Source MS Mahara S. TL E-Learning Used the software for: 1-2 years ### "Freshdesk helps our internal communication and activates of an organization. " January 28, 2023 5.0 Freshdesk makes internal communication of any organization easy as walking on a cake. Pros We manage the Ticket created for any activity using Freshdesk. Different team like sales, support, delivery and management manage in this window to complete the task. We can enable Remote Access if need. Task are completed Real-time and Consumer-facing Chat is effective. People working in remote can use in Mobile devices itself. Best Real Time Notifications is generated to track the activates. Cons We file difficulty in large File sharing with team. And forwarding is been limited.Ticket status shared with mail supported is always delated. Review Source Darralann P. ESL Teacher Used the software for: 1-2 years ### "VIPKID Teacher Loving Freshdesk!" June 17, 2018 5.0 I love using Freshdesk to communicate with home office in China for my job. Also, it is a great way to communicate with fellow teachers around the country/world. We share ideas and contribute to discussion posts to help grow our community for the better. Pros As an online ESL teacher, I use Freshdesk daily to communicate with home office in China. I also use it to read and write discussion posts with fellow teachers. It is vital to my success for this job! The search feature is my favorite as I can search in any past discussion post or FAQ. Cons When I log into Freshdesk on my mobile internet (apple safari from iPhone), I am unable to view my past messages to customer service. Sometimes when I am not at home, I like to check or create a ticket to submit for my work and am unable to. This may have been a glitch. Review Source VR Verified Reviewer Customer Experience Specialist Internet Used the software for: 1-2 years ### "Freshdesk: It's okay" October 1, 2020 3.0 They are nice enough, but their support team doesn't really fix my problems. Pros I think some of the ticket management features and macro features are great! Beyond that, though, pretty lacking. Cons The text editor is AWFUL. For a ticket composing software, it could be much better. Review Source LM Louis M. Senior IT Technician Education Management Used the software for: 1-2 years ### "FreshDesk Review from a English Secondary School" May 4, 2022 5.0 The helpdesk and features combined with it made it the perfect solution for a school that receives lots of communication from areas of school. It allows us all to have one place where we can collate all our knowledge and see work that we are all working. This allows us to easily cover for other staff when they are off. The reports were also very insightful and progressive for our department Pros \- Ease of use, everything was just simple. Very responsive. Everything was collated in one place on the ticket. Cons Permissions. When I used it we needed more granular permissions, such as custom roles so that certain users can view limited areas Review Source Peter I. Developer of Instructional Technology Education Management Used the software for: 2+ years ### "The best free solution for helpdesks" September 5, 2019 5.0 I really enjoy using it. It makes it very easy to do my job and be organized. Pros It's free and very easy to use. I work with two other people and we're able to quickly and easily make sure all of our tickets are resolved quickly. Cons Some very minor features require a paid subscription that would make things very helpful. But the size of school that we are it doesn't make sense to purchase them. Switched from [Google Forms](https://www.capterra.com/p/176571/Google-Forms/) The built in communication system Review Source Gøran M. CEO Entertainment Used the software for: 1-2 years ### "Good overview of customer requests" November 22, 2019 5.0 Overall we're very happy with the solution. Pros We get a very good overview of all incoming emails, tweets and facebook messages from our customers, letting us easily respond and handle hundreds of weekly requests by just a few people. We often using solution option to quicker give commn feedback to customers. Cons Dont have any dislikes with the product, though it would be great to have more social media integrations available, for ex. Instagram and Steam Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk was cheaper and offered more social media options, better solution for customization and branding Review Source LY Lung Y. Technician Education Management Used the software for: 2+ years ### "Freshdesk is improving their helpdesk platform" November 18, 2022 4.0 Pros Easy to manage the ticket assignment and update, user can filter all the information they need, also the report is useful to view whole picture on support team. Cons When trying to reply to user, there will be somehow randomly auto refreshed the page and all the text is gone, usually it will happened if the reply content containing with "/" or Chinese, I believe it is a minor bug in this program. Review Source SM Shyamal M. Senior Manager Retail Used the software for: 6-12 months ### "Freshchat User" June 28, 2023 5.0 It has been excellent, Integration of WhatsApp and round the clock availability of the support team Pros Proactive reach out, live chat, live support chat, WhatsApp Integration, data availability, mobile application availability Cons Dashboard and data pull is time consuming Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Reason for choosing Freshdesk Had a interaction with Freshdesk team and it had what we needed, maybe more then what required Review Source EJ Erin J. Customer Service Ballerina Food Production Used the software for: 2+ years ### "Wonderful for small businesses" July 12, 2022 5.0 Pros If you have a small business and want to up your customer service game, and make sure your employees stay on task with customer service needs this platform is for you. I've used it for several years and I have no complaints, all updates have been wonderful along the way! Cons Occasionally we noticed there are emails from customers that don't make it onto Freshdesk. We haven't determined why that happens, but it's extremely rare. Review Source JD Joseph D. IT Director Retail Used the software for: 1-2 years ### "essential Tool" August 15, 2023 5.0 Pros easu to use and implement, make your life easier Cons login verification prompt very annoying, at least when synched to MFA should be SSO Alternatives considered [Octopus CRM](https://www.capterra.com/p/204641/Octopus-CRM/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Review Source VR Verified Reviewer IT Technical Support Information Technology and Services Used the software for: 2+ years ### "Freshdesk" October 6, 2020 4.0 Overall fresh desk has been a vital part of our support team and allows us to manage KPI's and SLA's Pros The interface is super easy to use and customisable. The customer support team from fresh desk are helpful and response and have resolved any issues we have had whilst using the software package. Set up is easy until you try to integrate 3rd party apps. There are lots of custom apps available to be added within the settings. Cons Some of the most useful features are locked behind the higher tiers and are often not disclosed unless you ask. It does not always notify the user and the notifications do not always work. Review Source VR Verified Reviewer 講師 Education Management Used the software for: I used a free trial ### "業務効率化" December 28, 2022 5.0 Pros 昨今、様々なコミュニケーションツールが開発されているが、情報を一元管理できる点で優れている。 Review Source Darwin O. Chief Operating Officer Marketing and Advertising Used the software for: 2+ years ### "Very easy to use ticketing system!" September 2, 2022 5.0 Pros Its always evolving mentality makes this product better, constant feature development makes it one of the best options out there. Cons Tickets analytics could be a bit better but overall this is a very good product. Review Source KN Keith N. Infrastructure Manager Retail Used the software for: 1-2 years ### "A fresh alternative to the more expensive products " August 17, 2022 4.0 We are using this in a Support capacity where the ability to track and then report on tickets, trends and root cause analysis is really important Pros I was quite sceptical on whether this would square up to the other big hitters but am pleasantly surprised. Cons Ease of use, deployment makes this a quick and seemless platform - its not overly complicated and new members of staff can get to grips with it quickly Reason for choosing Freshdesk This was purely based on cost Review Source RA Rana A. Quality Analyst Consumer Services Used the software for: 6-12 months ### "Freshdesk" September 17, 2020 4.0 It's a fair experience I can't say that Freshdesk is the best platform however it has a lot of good features included moreover the idea of "support team" is amazing this is what I love the most about freshdesk Pros I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates Cons There're many areas that need to be improved in Freshdesk: 1- Reporting wise: you need to add hourly view for volume of data received to be able to predict coming volume and to schedule agents shifts based on that. 2- Many times I can't figure out the reason behind some numbers and there's no detailed view for these numbers 3- Need to have login hrs report per agent 4- Need to filter tickets by last modification date and closed date Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It wasn't my decision however it was a good action to choose Freshdesk. Review Source JEM Jesus Emmanuel M. Ingeniero de soporte Tecnico Information Technology and Services Used the software for: 2+ years ### "Fresdesk is a good ticket management tool" June 22, 2023 4.0 Pros It helped me a lot to balance the load of tickets to my staff (agents), additionally it is super useful in terms of SLA time reports, how long a ticket lasted, who attended, what satisfaction the customer had. Cons the support they provide is limited and it is not in Spanish (my native language) Review Source Ramindu D. Software Technical Lead Computer Software Used the software for: 2+ years ### "Great solution to manage support for a product with a large customer base" May 3, 2019 5.0 Freshdesk provided a great solution for integration with our project management tools and overall workflows, making it an integral part of how we manage our product delivery and customer support. Pros Freshdesk provides a simple interface for both customers and support engineers to work with. It provides simplified workflows and being able to integrate with our other project management solutions through in-built integrations and through the API and this made it an absolute breeze to integrate it with our overall project management. Cons Customization on workflows is not self-evident, although well documented in their help documentation. Review Source SA Stephan A. software engineer Computer Software Used the software for: 2+ years ### "Freshdesk helped us stay on top of our customer requests" September 26, 2018 5.0 Our customer support has improved by using Freshdesk. We have some automation going on and the different methods (channels) by which Freshdesk receives requests, are adequat for us. We frequently use the feature to make private notes on tickets, where we can steer who is notified of the note. This helps us find the right person to be responsible for a ticket. Overall, we don't drop the ball anymore by forgetting to reply to a customer, because the request was more tricky or required more insight, and was thus postponed at first. Pros For the workflow that we follow, the interface is intuitive and easy to use. We can merge tickets easily, find previous communication with the same customer, quickly update the customer's name if the automatic extraction from their email address didn't work so well. I also like that Freshdesk offers a free plan. At first we paid for the service, but then decided that we can do without the extra features for the time being and it was painless to downgrade. Another thing I like is how tickets can quickly be given a certain status at the same time as replying to the customer. Cons Sometimes I didn't find a function that I was looking for in the admin dashboard. I was pretty sure that it exists somewhere, but I didn't find it where I was looking for it. Review Source Virginia G. Preparadora Exámenes de Inglés E-Learning Used the software for: 6-12 months ### "saved my day" January 27, 2021 4.0 as I said in the pros section, it is so easy to configurate and start working wit it. You can classify the tickets according to many and various parameters that suit your needs and create custom labels for them as well. I use every day and every hour in my job. Pros After two years dealing with my customers requests by email or by my personal Whatsapp, I decided to go onthe search of a ticketing system to organize all this conversations properly. After a week long search and comparing with other platforms, I chose Freshdesk overall for its simplicity. I'm a total useless person when it comes to technology, and I found very easy to work with Freshdesk. Cons what I don´t like a lot is that sometimes it is difficult to contact the client service, and that sometimes they answer with programmed answers instead that with a real human person. Fortunately, the system works so well that I only had to contact this service twice in several months. Reason for choosing Freshdesk simplicity Review Source Gordon W. Customer Support Manager Used the software for: 2+ years ### "great all around support based CRM" March 6, 2018 4.0 Great CRM with lots of options and flexibility, marginal customer support. Could have better adjustment of SLAs and metrics. Pros Flexibility and ease of use when it came to setup and adjusting to whatever level of support WE want to offer and how. Adjustment of SLAs and thresholds is easy. Cons Support is a little unavailable and heavily scripted. Frequency of updates is strong but alerts to those updates is NOT. Monthly hiccups and glitches we are told is not on FreshDesk's side only to later find out they rolled out a development which caused the error. Ability to update and adjust some metrics is marginal. Review Source Patricia S. Writer & Designer Non-Profit Organization Management Used the software for: 1-2 years ### "Quiet takeover for the better" April 29, 2019 5.0 We use Freshdesk for our IT team at work, and it has helped give our small team a professional customer service facing side for the problems they solve every day. It builds a priority queue, facilitates communication around the work tickets, and ensures both sides are satisfied by the interaction. Thanks Freshdesk! Pros I knew nothing about Freshdesk, but before I knew it - the software had quietly and efficiently taken over nearly every customer support thread I had a reason to contact. I appreciate this software doing exactly what it's supposed to do, without any unnecessary distractions, bugs or issues. After all, the point of the platform is to get me in touch with the person who can help me with my problem. I don't really care about the medium I use to do it--so long as it works! Freshdesk lets me submit my customer support ticket, receive updates and reply via email, check on the status and upgrade the notes on the fly. It does exactly what I need it to do. Cons This platform's con is it's greatest pro - you don't really notice it's there. And that's the biggest compliment, because it means it's doing its job seamlessly and the design is not getting in the user's way. The point of a customer service thread is to connect the customer with the person who can help them. And that's exactly what Freshdesk does. I'm not sure how it feels on the admin side, but at least from the customer perspective it's well designed and highly functional for the niche it plays in the software landscape. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.