--- title: "Page 3 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is Freshdesk the right Help Desk solution for you? Explore 3494 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/124981/Freshdesk/reviews/?page=3" page_type: "reviews" language: "en" publication_date: "2026-10-14" --- Freshdesk 4.5 (3494) [View alternatives](https://www.capterra.com/p/124981/Freshdesk/alternatives/) 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 October 14th, 2026 # Page 3 - Reviews of Freshdesk ## Showing most helpful reviews Showing 51-75 of 3494 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PA Pallavi A. Analyst Computer Software Used the software for: 6-12 months ### "Internal notes improved teamwork without confusing customers" July 6, 2026 5.0 Pros Our support agents frequently collaborate with engineering and billing teams, and internal notes became one of the most valuable features we used. Team members could discuss solutions within the ticket while keeping customer communication separate, which reduced misunderstandings and avoided unnecessary back-and-forth with customers. Cons As discussions become longer, finding important updates within internal notes can take time. Better organization through threaded conversations or highlighted decisions would improve collaboration on complex tickets. Review Source GC Graziana C. Customer Operations Lead Retail Used the software for: 1-2 years ### "Streamlining Customers Assistance and Request from Freshdesk " January 15, 2026 5.0 Freshdesk is completely intentional in managing and centralizing customer support The program has effectively managed tickets, which speeds the response time to customers Freshdesk has an outstanding self service support, which gives immediate answers to customers Pros Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues I like the multi channel nature or support that Freshdesk has, which brings all communication together Freshdesk has a supportive collaboration tool, something that improves teamwork Cons I don’t like the price concept from Freshdesk, where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic Review Source SK Sim K. Admin Health, Wellness and Fitness Used the software for: 6-12 months ### "Freshdesk review" May 20, 2026 5.0 Overall provides value for the money, good for small business and gets work done, provide knowledge base and tracking data Pros It provides value for the money, it is easy to use by user and agents and set up takes no time and UI is good too Cons So many bugs in the environment, suddenly stops working without any warnings and need permanent resolution Review Source SB Shaunak B. Sr analyst Computer Software Used the software for: 6-12 months ### "Easy to start with, but growing teams will eventually want more flexibility" July 2, 2026 5.0 Pros Freshdesk was simple to implement and required very little training before our team started using it effectively. The interface is approachable, everyday tasks are straightforward, and even less technical users adapted quickly. It was a smooth transition from our previous support process. Cons As our support operation matured, we started looking for deeper customization across ticket layouts, workflows, and permissions. While the platform supports many business needs, organizations with highly specialized processes may eventually encounter customization limitations. Review Source SSK Shekhar Suman K. Support and Operations Executive Information Technology and Services Used the software for: 1-2 years ### "Easy to Use and Efficient Support Ticketing Tool" May 21, 2026 5.0 Overall, my experience with Freshdesk has been good. It is easy to use, helps in managing customer support efficiently, and makes ticket handling and team collaboration much smoother. Pros Freshdesk is very user-friendly and easy to manage. Ticket tracking, automation, and team collaboration features help a lot in handling customer queries smoothly and efficiently. Cons Sometimes the platform feels a bit slow when handling multiple tickets at once. Also, a few advanced features are only available in higher plans, which can be limiting for some teams. Review Source DB Dhiraja B. Technology specialist Education Management Used the software for: 2+ years ### "Best Ticketing system so far" May 20, 2026 5.0 love the features and automation provided. I can set auto replies, do not disturb all at individual level Pros best customer support , easy to use, great features on both web version n mobile, good automation features, lght n dark features Cons when you send a reply.. the automatic reply font size etc cannnot be customized by user. instead has to be done at org level by admin Review Source Harry S. Head of CSM Accounting Used the software for: 2+ years ### "Good tool, expecting it to kick on soon. " December 29, 2025 4.0 Overall happy, my team use this and it's simple to get started and understand, would like more advanced AI. Pros Really good support desk, have been really impressed with all of the basic support functionality over the last 6 years. Took a while to adopt AI but seems to be catching up now. Cons Took a long time to adopt AI; the initial AI was poor, and the responses were weak. Would like to see more use of the historical responses fed into AI responses. Review Source KS Kelly S. Support Information Technology and Services Used the software for: 2+ years ### "Clean User Interface" May 18, 2026 3.0 Overall experience with the application is pretty good. Clean user interface making it easier to work with. Pros The clean user interface is visually pleasing and helps to easy to identify fields and features for use. Ticket visibility and management is also great. Cons The lack of support on a Monday when an issue arises in NZ. Find that the support team do not respond until Tuesday in NZ. Review Source TB Trent B. Director of Client Care Telecommunications Used the software for: 2+ years ### "The Omnichannel Tool You'll Need" June 23, 2025 4.0 Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired. Pros Freshdesk was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received. Cons The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system. Review Source SB Sakshi B. Senior analyst Computer Software Used the software for: 1-2 years ### "The automation handled routine work so our agents could focus on customers" June 29, 2026 4.0 Pros Freshdesk significantly reduced manual effort by automatically assigning tickets, prioritizing requests, and triggering follow-up actions. Tasks that previously required constant monitoring started happening in the background, allowing our agents to spend more time solving customer problems instead of managing queues. Cons The automation is effective for standard workflows, but configuring highly customized business processes takes time. We occasionally found ourselves limited when trying to build more complex automation scenarios without additional workarounds. Review Source SM Shruti M. Finance associate Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Reliable Automation That Reduced Manual Support Work" June 22, 2026 5.0 Pros Freshdesk’s automation features have significantly improved the way our support team works. Automatic ticket assignment, workflow rules, and SLA management reduce repetitive manual tasks while ensuring customer requests reach the right agents quickly. This has helped improve response times, maintain consistency, and allow the team to focus on resolving more complex issues. Cons Automation covers most day-to-day requirements, but configuring advanced workflow rules requires additional effort. A more visual workflow builder and easier access to automation settings would simplify setup for teams with more complex support processes. Review Source PH Patricia H. Program Director Education Management Used the software for: 2+ years ### "A support tool that helps to maintain order in communication." December 28, 2025 5.0 Being a Program Director of various academic programs, I consider Freshdesk to be effective in addressing inquiries and internal support requests. It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions. Pros I like the fact that conversations can be allocated, monitored and sorted without necessarily having to follow up every now and then. Cons There are more advanced features that seem to be overbuilt to the small teams and require time to set up correctly. Review Source Glen N. IT Director Religious Institutions Used the software for: 2+ years ### "Freshdesk is easy to use for help desk needs" July 24, 2025 5.0 I've been a user for about 5 years and love it. The system is very easy to understand, comment in, email the requestors via. We currently use the Free tier. Pros Setting up a freshdesk is incredibly easy. We just create a mailbox for our Org and have our Staff email it with their ticket needs, and Freshdesk turns those emails into tickets we can track. Cons If you want more than two Agent accounts to respond to tickets with, or you want to have more than one helpdesk for more departments, you have to buy a paid subscription. Everyone's got to make money so I understand, but it is a pain point for us. Review Source Rakesh P. IT Analyst Telecommunications Used the software for: Less than 6 months ### "Smooth Onboarding and easy to use" July 17, 2026 5.0 Pros Onboarding with Freshdesk was smooth and straightforward. The documentation is well-structured, and the training resources are comprehensive, making it easy for new teams to get started quickly. Cons The pricing is on the higher side, especially as you scale. It does not always provide enough additional value through advanced features or AI-powered automation to justify the higher cost. Review Source TM TouFue M. IT Tech Real Estate Used the software for: 1-2 years ### "Freshdesk a must for IT" January 16, 2026 5.0 Overall, I feel Freshdesk does the job greatly for what our company needs. Submitting ticket, creating knowledge base, setting up canned response all are great features to have. Pros The most I like about Freshdesk is the simplicity of using it when dealing with end users. Being able to categorize our tickets based on help desk or projects made it easy for us techs to deploy what needs to be done and to who. Cons One thing I like the least about Freshdesk is the dashboard interface feels a bit bland. Having the options customize would be great. Review Source BS Brian S. IT Support Specialist Information Services Used the software for: I used a free trial ### "A Solid Option for Customer Support" July 19, 2026 5.0 I've had a generally positive experience with Freshdesk, finding it easy to use and navigate, but occasionally encountering some minor hiccups with customization options. Overall, it's been a reliable tool for managing customer support inquiries and streamlining our team's workflow effectively. Pros Freshdesk's user interface is pretty solid, and it took a bit to figure out. We like how easy it is to set up new agents and customize our dashboard. The ticketing system works well enough, and we've seen a significant decrease in response times. It's a great tool for our customer support team. Cons One thing we don't like is that the reporting feature can be a bit clunky. It's not a huge deal, but it took us a while to get the hang of it. We've also experienced some minor issues with integrations, but they're not deal-breakers. We've found workarounds, and support has been helpful. Review Source Balanjaneya Sharma B. Software Enginee Human Resources Used the software for: I used a free trial ### "Freshdesk Customer Support Solution" July 22, 2026 5.0 A time-saving helpdesk solution with comprehensive documentation and easy onboarding, though outdated features and limited intelligent automation reduce its effectiveness for modern support teams Pros Freshdesk is a powerful helpdesk and customer support platform that streamlines support operations while offering excellent value for money. Its comprehensive documentation and learning resources make onboarding easy, enabling teams to get up and running quickly Cons Many of the platform's features feel outdated and have not kept pace with recent advancements in AI and automation. Even with additions like the Command Center, it still falls short in delivering advanced intelligent automation Review Source SN Suresh N. Government Consultant Airlines/Aviation Used the software for: Less than 6 months ### "Freshdesk review by Suresh " June 29, 2026 4.0 Pros Comprehensive, integrated helpdesk we used for tracking customer queries and we made the process more efficient and reliable in less than 3 months. Cons Easy to onboard but customizations or personalizations are very limited apart from these i guess the tool is very efficient and have very less cons Reason for choosing Freshdesk The pricing is very affordable compared to the compitetiors Review Source SS Santhosh S. Cybersecurity Specialist Security and Investigations Used the software for: 6-12 months ### "Easy Ticket Management, Steeper Learning Curve" June 21, 2026 5.0 Pros One of the best ticketing tools we've used. It's easy to respond to customers, manage requests, and keep track of issues. It helped us significantly reduce turnaround time and made ticket resolution much faster and smoother. Cons The tool can be a bit difficult to navigate at times, especially for new users. Better in-app guidance, easier navigation, and more detailed onboarding or training resources would make the overall experience much smoother. Review Source AM Anna M. Customer Service Agent Health, Wellness and Fitness Used the software for: 1-2 years ### "I loved it " April 30, 2026 5.0 Pros I loved using Freshdesk in my previous job. Compared to Zendesk, which I currently use, it seems light and easy to use. Cons It came up with few issues but they wouldn’t make Freshdesk deserve a bad rating. Zendesk is all in one and Freshdesk is just a tool for freshwork ecosystem Review Source AY Andrew Y. Technical Support Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Freshdesk, the best CSM tool to use" June 20, 2025 5.0 We love Freshdesk and all things Freshworks. We are a smaller company where it doesn't make sense to spend 10s of thousands of dollars on a CSM system like the bigger name companies. Freshdesk has been amazing for us and we have used them for 6+ years. We couldn't be more happier. Pros Freshdesk has continued to evolve and progress over the years staying current with new features and options that make productivity and customer satisfaction very efficient. Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around! Cons Since we started using Freshdesk we really only had one or two hiccups. Each time, their support team was able to assist and guide us to get everything resolved in a timely manner. The hiccups were in our early integration of using the software and did interrupt our workflow for a day or two. It was during a slow period where customer traffic wasn't too high, but if it was during one of our more busier seasons, it could of been problematic. Alternatives considered [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Reason for choosing Freshdesk The price was better going with Freshdesk and the initial setup with Freshdesk was able to completed within 1 or 2 working days where the other product was going to take much longer Review Source VR Verified Reviewer Director Leisure, Travel & Tourism Used the software for: 2+ years ### "You'll only get to know about freshdesk when you'll try to cancel subscription." August 5, 2025 1.0 Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements. Pros It does what it is supposed to, with no complaints about its functionality. Freshdesk's own customer service is below average. Cons Try cancelling the subscription and you'll see how limited Freshdesk's service is. It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Better functionality and user interface. Review Source MJ Mitali J. Specialist programmer Computer Software Used the software for: Less than 6 months ### "The self-service portal reduced repetitive customer questions" June 29, 2026 4.0 Pros After building our knowledge base, we noticed many customers started resolving common issues on their own before contacting support. This reduced ticket volume while allowing agents to dedicate more attention to complex cases. Maintaining help articles was also straightforward, making it easier to keep documentation updated. Cons Although the knowledge base is useful, finding the right article isn’t always seamless for end users. Improving search relevance and content recommendations would make self-service even more effective. Review Source Naga Venkata Sivaram A. Responsible AI Analyst Information Technology and Services Used the software for: Less than 6 months ### "Review on freshdesk" September 25, 2026 5.0 Pros The interface is very intuitive, and the ticketing system is well organized we can filter tickets, set priorities, and resolve customer queries efficiently. Freshdesk has honestly been one of the easiest help desk platforms we've used. It simplifies customer support and keeps all requests organized in one place. Cons Freshdesk falls a bit short on customization, so it's hard to tailor it to our specific workflows. The reporting is also fairly basic without more advanced analytics, it's tough to get real insights Review Source Amulya P. System administrative Information Technology and Services Used the software for: Less than 6 months ### "Freshdesk review" September 25, 2026 4.0 Pros Freshdesk's been a great fit for our support operations. It's packed with powerful features, but the interface stays simple, which has genuinely helped us close tickets faster. Their support team is excellent too overall it's made managing requests a lot easier for the whole team. Cons The interface can feel cluttered and the workflows a bit confusing to navigate. The product also feels somewhat dated, without many recent updates. Still, it's reliable, easy to use, and backed by great customer support so overall, it's been a positive experience. Review Source Similar Products Featured ## 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.