# Page 3 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Freshdesk the right Knowledge Management solution for you? Explore 3415 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 (3415) 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 14th, 2026 # Page 3 - Reviews of Freshdesk ## Showing most helpful reviews Showing 51-75 of 3415 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AA Abdulaziz A. Contact centre manager Banking Used the software for: 6-12 months ### "Excellent Support Experience" April 20, 2025 5.0 Freshdesk has completely streamlined our customer‑support process. Our agents love how easy it is to triage and resolve tickets, and management appreciates the real‑time dashboards for SLA tracking. Even with a small learning curve on some analytics features, our team was up and running within days—and customer satisfaction scores have never been higher Pros Automation workflows (ticket assignments, canned responses) save hours every week Built‑in knowledge base empowers customers to self‑serve, cutting down support volume Cons A few of the more advanced report filters take a couple clicks too many to access Alternatives considered [Hupport](https://www.capterra.com/p/213682/Hupport/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Supervisor” automation (auto‑assignment, SLA triggers, time‑based escalations) is included even on lower‑tier plans—whereas in Intercom or HubSpot you pay extra just to unlock simple workflow builders. Review Source EC Ewan C. Billing and Accounts Administrator Telecommunications Used the software for: 2+ years ### "Keep Billing tickets organized and accountable with Freshdesk like best." June 26, 2025 4.0 It provided us data on a clean history of billing interactions and has helped reduce repeat transactions inquires by 25% in the last quarter. Pros We funnel all customer billing tickets through Freshdesk. The ticketing system, SLAs, and canned responses allow us to solve issues more quickly and more correctly. Cons I find the reporting dashboard to be lacking in re customization for the billing metrics such as time-to-resolution per payment type. Review Source MCG Marie Christine G. Assistant RH Telecommunications Used the software for: 1-2 years ### "Freshdesk a considérablement amélioré la gestion du support client" April 21, 2026 5.0 J'ai apprécié mon expérience avec Freshdesk et son intuitivité en fait un atout majeur. J’apprécie parce qu’il est intuitif au quotidien. Pros Il est accessible et permet de gérer les tickets supports comme on le souhaite. Quand un ticket arrive il est automatiquement créé et priorisé, et rien ne passe inaperçu. Cons Si on traite plusieurs tickets en même temps il peut y avoir des ralentissements, ce qui perturbe un peu le flux de travail, surtout lorsqu’on est seul. Review Source BT Bradley T. Operations Manager Events Services Used the software for: 1-2 years ### "Great live chat product" July 17, 2025 4.0 Overall Freshdesk has been really useful in connecting our customers quickly with a representative. It allows us to answer questions quickly and to be able to convert quotes to actual reservations. Pros The ease of day-to-day use. The ability it allows our customers to be able to reach us. Instant communication. Cons The installation process. It took some time to get the software to function as we wanted. The need to have someone constantly available for chat. Review Source VR Verified Reviewer Chief Executive Officer Marketing and Advertising Used the software for: 6-12 months ### "Not customizable " December 18, 2025 3.0 Pros It was free to use and had a fairly easy to navigate menu with some exceptions. Customers easily submitted tickets Cons Would I like at least about fresh? That was the fact that you can’t customize the ticket Fields on the free version and you have to stick with the default version. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Freshdesk I didn’t I winded up switching over to intercom Review Source bM brian M. CFO Accounting Used the software for: 1-2 years ### "Freshdesk is a great alternative to Zendesk" June 12, 2025 5.0 Pros Freshdesk has a great free plan which includes live chat and other support features for an easy work flow. Cons The paid plans can be quite limited and expensive depending on the option and how many user seats are included. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk got too complicated and pricing went up. Review Source CO Carla O. Manager Medical Practice Used the software for: 2+ years ### "Freshdesk is key to our client care" May 19, 2025 5.0 I use Freshdesk daily. Overall it does what it is supposed to do. There are many features I have yet to master but look forward to using them all. Pros Freshdesk is relatively easy to use. There are many features that can make my. job easier once learned. Cons I like the option to merge other tickets with current ones. I like the option to add a private note on each task or ticket as well. Review Source JI Joy I. Administrative Coordinator Education Management Used the software for: 2+ years ### "Freshdesk Review by Administrative Coordinator" January 23, 2025 4.0 Customer support for 24/7/365 is the main benefit. Pros I am able to offer live chat to our customers which help resolve issues rapidly. Cons It depends on internet connection due to lack of offline access. Review Source TW Therrin W. Tutor E-Learning Used the software for: 1-2 years ### "My review ." March 16, 2026 4.0 Pros Great helpdesk platform with ticket management, automation tools, and easy communication with customers. Cons Some advanced features require higher plans, and customization options may take time to learn fully. Review Source RS Rudy S. CEO Electrical/Electronic Manufacturing Used the software for: 2+ years ### "The best customer support software" July 25, 2018 5.0 I like the further integration with programs like Freshsales (CRM) and Freshchat (Chat) Pros Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right. Cons The API function has issues, so sometimes the interconnections stop because of too many requests. The new layout (Mint) still has some challenges, but they are taking care of quickly. Review Source V. Vidhi .. Marketing Associate Information Technology and Services Used the software for: 2+ years ### "Efficient Scalable Solutions for Customer Support Teams" November 5, 2024 5.0 Freshdesk has transformed the way we handle customer support. With automation features and ticket management, we can stay organized and respond on time to keep our customers satisfied. Freshdesk integrates perfectly with CRM solutions and other business platforms, thus centralizing customer information for much more personalized and effective service. It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers, that said, Freshdesk formed almost seamlessly into part of our support toolkit as we scaled effectively while keeping customers happy. Pros Freshdesk is notable for its easy-to-use interface and automated features, thereby simplifying our customer support process. With a robust ticketing system of the platform, we can effectively prioritize and manage customer inquiries, thereby minimizing response time and maximizing customer statistics. I also like the integration of Freshdesk with other business tools, such as CRM systems and e-commerce platforms - which have a few details and history about customers in one place. Reporting features provide valuable insights into team performance which help us focus on further improvement in support. Cons While Freshdesk has a lot of features, somewhat it can be overwhelming to get started with the platform; especially for new team members who might take a little while to get used to all the options available. Some of the advanced customization options are slightly difficult to configure, so this may delay onboarding. Moreover, pricing becomes a factor as more features and team members are added which could become quite expensive for small businesses. However, it soon proves incredibly helpful as soon as the team acclimatizes. Review Source PS Peter S. Backend Developer Information Technology and Services Used the software for: 6-12 months ### "FreshDesk Review" March 23, 2026 5.0 It has been really cool and I like using them. I will surely recommend it. The experience has been a very good one Pros It makes it really hard to miss customer messages because of freshdesk excels at gathering queries. I like it Cons We are still a small team, paying pricey amount for the pro and enterprise version is really exhausting Review Source VP Vik P. Customer success manager Computer Software Used the software for: 6-12 months ### "A decent ticketing platform option " April 3, 2025 3.0 Their platform has a lot of functionality. There were a few nits, such as requiring 2 SSO log ins to access a ticket once. Pros Freshdesk covers the basics for ticketing software, and is easy to manage ticket status, assignee, and responses. Cons While Freshdesk gets the job done, their knowledge base is not very polished / looks antiquated. Alternatives considered [Front](https://www.capterra.com/p/132901/Front/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing was a top contributor, and the ability to integrate with slack & hubspot. Review Source AT Anil T. Associate Professor Education Management Used the software for: I used a free trial ### "Freshdesk Review" March 8, 2025 5.0 Overall I have positive experience of use of Freshdesk. It has been really helpful for managing student and teacher support. It has made our support team work faster and communicate better. The ticket system allows us to keep track of issues and makes sure that every student’s problem is solved quickly. Pros Freshdesk has easy to use platform and has good automation feature that help us assign the tickets to right person very easily. We can also post common question and answers so students can find solutions on their own without needing to ask for help. Cons Its Pricing very expensive for smaller schools. Switched from [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/) Freshdesk is good for customer support. It provides great features of ticketing systems and robust reporting tools which helps us to manage our customer services. Review Source AA Aditya A. Customer Service Representative Consumer Services Used the software for: 1-2 years ### "Organized ticketing for support tasks." April 17, 2025 5.0 It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed. Pros I love that Freshdesk’s ticketing system allows me to prioritize and manage customer issues through email and chat, and all of it is in one dashboard. Cons It’s not always possible to automate repetitive tasks and some advanced features are not available on the free plan, so I sometimes have to upgrade. Review Source MA Michael A. Founder Marketing and Advertising Used the software for: 6-12 months ### "We liked Freshdesk for issue creation and tracking" July 27, 2025 5.0 We needed a basic helpdesk system for a furniture retail back office, and Freshdesk was a good fit for creating tickets, assigning them to resources, and tracking them to resolution. Pros Good value for money. Relative ease of use. Feature set of the starting tier was sufficient for our modest needs. Cons I couldn't remember anything in particular that was a genuine "con" for us with Freshdesk. The price for the features was good. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We found Freshdesk to be better value for money. Review Source VR Verified Reviewer Chef de projet Internet Used the software for: 1-2 years ### "Un bon outil de gestion de service client." January 26, 2025 4.0 Pros Je pense qu'il propose une interface intuitive et facile à prendre en main même pour les utilisateurs débutants. Cons Je trouve que la personnalisation est assez limitée pour certaines parties Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) L'interface est assez simple d'utilisation coté freshdesk. Review Source CL Capucine L. Responsable hébergement Real Estate Used the software for: 6-12 months ### "Intuitif et fiable" May 15, 2025 5.0 Nous utilisons le logiciel Freshdesk au quotidien pour la gestions de nos contacts et prospects dans la communication. Pros Le logiciel Freshdesk est bien présenté et très intuitif. Il est facilement maniable et ses fonctionnalités sont plutôt complètes. Cons Je ne vois pas d’inconvénient notable dans le logiciel Freshdesk. Dans nos utilisations nous ne voyons pas de contraintes. Review Source JM Jessica M. Customer Service Logistics and Supply Chain Used the software for: 2+ years ### "A powerful platform for customer-centric businesses." December 2, 2024 5.0 It has enabled us to provide faster and more efficient customer support, leading to increased customer satisfaction and loyalty. The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows. Pros I appreciate how Freshdesk empowers our support team to deliver personalized and proactive customer service. The platform's collaboration features, like team huddles and internal notes, facilitate seamless communication and knowledge sharing among agents. Cons Freshdesk offers a wide range of integrations, some users might find the customization options for the help widget and knowledge base to be somewhat limited. Review Source PJ Posh J. US IT LEAD Insurance Used the software for: 6-12 months ### "Freshdesk - great for small companies" March 7, 2025 4.0 I had a great experience utilizing the platform as a stand-alone tool. When I wanted to create integrations with other tools the complexity of the process was more time than we had to invest. Pros The ease of implementation and default reporting Cons The delayed response time for support caused productivity issues for my team Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Remedyforce](https://www.capterra.com/p/110648/BMC-Remedyforce-Service-Desk/) Reason for choosing Freshdesk the cost for the features that I would most utilize - and reporting Review Source CO Chris O. President Information Technology and Services Used the software for: 2+ years ### "Great support ticketing platform and great value" November 5, 2024 5.0 We've been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features. Pros Robust support ticketing platform at a very competitive price. My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way. Cons There's nothing I don't like about Freshdesk. I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why. Alternatives considered [Teamwork Desk](https://www.capterra.com/p/143754/Teamwork-Desk/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing Freshdesk The free plan at Freshdesk is robust enough for our needs, and it's very user-friendly. Review Source VL Vanessa L. CEO Education Management Used the software for: 2+ years ### "Excellent email management tool for a shared customer service team" January 5, 2025 5.0 Freshdesk has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably. Pros I've been using Freshdesk for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully. The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go. I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning. We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day. Cons The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult. Review Source AH Arbi H. Chef de projet technico-commercial Internet Used the software for: 1-2 years ### "Une bonne plateforme de helpdesk" February 5, 2025 4.0 Pros Je trouve que l'interface est intuitive, facile à prendre en main avec une navigation assez fluide. Cons Je pense que qu'il est moins flexible en termes d’interface utilisateur et de workflows que d'autres logiciels. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk est Plus cher, surtout pour les petites équipes. Review Source DS Daniel S. Inhaber Leisure, Travel & Tourism Used the software for: 1-2 years ### "Tolles Ticketsystem, ideal für KMU" November 18, 2024 5.0 Pros Ich bin sehr zufrieden mit dem Ticketsystem Freshdesk! Die Benutzeroberfläche ist übersichtlich und intuitiv, sodass man schnell in die Nutzung einsteigen kann. Besonders gut gefällt mir die Möglichkeit, verschiedene Kanäle wie E-Mail, Chat und Social Media zu integrieren und alle Anfragen zentral zu verwalten. Das System ermöglicht eine effiziente Bearbeitung und Nachverfolgung von Support-Tickets, was die Kommunikation mit unseren Kunden erheblich verbessert hat. Die Automatisierungsfunktionen sparen viel Zeit, und die Reporting-Tools liefern wertvolle Einblicke in die Performance des Support-Teams. Auch der Kundenservice von Freshdesk ist hervorragend – schnell, kompetent und stets hilfsbereit. Insgesamt eine klare Empfehlung für jedes Unternehmen, das ein leistungsfähiges und benutzerfreundliches Ticketsystem sucht! Cons Es gibt wenig negatives zu berichten. Das einzige negative, ist tatsächlich der englischsprachige Support, der tatsächlich etwas schleppend von statten geht. Review Source AT Akshay T. Purchase Engineer Mechanical or Industrial Engineering Used the software for: I used a free trial ### "A great tool for managing vendor communication" March 17, 2025 4.0 Overall my experience with freshdesk is very positive. It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication. Pros With the help of freshdesk I can easily manage all my communications with vendors and my internal team. I can easily track my important details such as purchase orders and vendor details. Cons Its pricing is very high as compare to other platforms for small and medium scale businesses. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Freshdesk is very affordable than Hubsopt. 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.