--- title: "Page 3 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is Freshdesk the right Help Desk solution for you? Explore 3473 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" --- Freshdesk 4.5 (3473) 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 September 11th, 2026 # Page 3 - Reviews of Freshdesk ## Showing most helpful reviews Showing 51-75 of 3473 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RM Rohit M. Project Manager Retail Used the software for: 6-12 months ### "Powerful Ticketing Platform That Could Benefit from More Automation" June 15, 2026 5.0 Pros Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams. Cons While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users. 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 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 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 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 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 UD Utkarsha D. Software Engineer Computer Software Used the software for: 6-12 months ### "Easy to Learn and Simple to Manage Every Day" June 27, 2026 4.0 Pros Freshdesk has been easy for new team members to learn because of its clean interface and straightforward navigation. Most features are well organized, allowing agents to become productive quickly without extensive training. The platform simplifies everyday support tasks while keeping customer requests structured and easy to manage. Cons The overall experience is user-friendly, although certain administrative settings can be difficult to locate during initial setup. Improving menu organization would make advanced configuration easier for first-time administrators. Review Source PF Pedro F. Head of Marketing Marketing and Advertising Used the software for: 1-2 years ### "Basic functionality but lacks modern features and integration flexibility" November 14, 2025 3.0 Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately, the absence of modern AI features and the limited, clunky integration options make it challenging to build an efficient workflow. For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations. Pros The interface is relatively straightforward to navigate, and the ticket management system covers basic helpdesk functionalities. The email ticketing works reliably for standard support requests. Cons Freshdesk has failed to modernize with the times and lacks meaningful AI capabilities that competitors now offer. The integrations are clunky and limited, making it difficult to connect with other tools in our stack. The platform feels dated compared to newer alternatives. 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 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 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 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 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 Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshdesk The pricing is very affordable compared to the compitetiors Review Source Junaid E. Customer Support Officer Hospitality Used the software for: 1-2 years ### "Simple and Effective Support Tool" September 9, 2025 4.0 Overall, Freshdesk is a great customer support solution that improve communications with users. It is cost effective and reduces reponse times significantly. Pros Freshdesk has a clean user friendly interface. Ticketing system is well organised and automation rules saves a lot of time by routing tickets to the right team member. Customer support response times are also very reliable. Cons Reporting cound be more advanced, sometimes insight feel limited unless you upgrade to higher tier plans. Review Source VR Verified Reviewer IT Support Analyst Retail Used the software for: 1-2 years ### "Knowledge Base Is Power" August 18, 2025 3.0 Pros Our admin did a good job of integrating the KB with the ticketing systems so the KB was a very reliable point of reference while troubleshooting during a call. We would try to make our troubleshooting steps sound seamless even when we would come across a more obscure issue. Cons I have no issues with the KB portion of Freshdesk. My issues are more with the ticketing portion of Freshdesk. As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out. 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 VR Verified Reviewer Communications and Events Manager Events Services Used the software for: 1-2 years ### "Freshdesk is Great for the Ease it Brings to Team Collaboration" July 31, 2025 3.0 It is helpful for the collaborative aspect that we are looking for as a team, but the issues such as poor search function and inability to set due date when creating a new ticket can make use frustrating. Pros It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts Cons Overall, it is a fairly clunky platform. It doesn't allow you to do several things that I would expect out of a standard email program, like scheduling emails to be sent later. Review Source CL Carissa L. Marketing and sales manager Food Production Used the software for: 1-2 years ### "A great asset for our growing company" June 13, 2025 5.0 Overall, I’m really happy that we have Fresh Desk. We use it for both our phone and our email inquiries. It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets. Pros I really like Fresh Desk because as a growing company we were finding it hard to manage the volume of customer request we were getting Fresh Desk makes things so much more organized and allows. Our team members to work better together on who’s helped too and get things resolved quickly. Cons The only thing I really don’t like about Fresh Desk are the fact that you can’t have part-time team members they have to be the same price as full-time team members and I do find the Support to be a little bit difficult to work with when we’ve needed help with issues Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Better price and worked better for our needs we needed a phone Review Source BA Brian A. Depot tech Information Technology and Services Used the software for: 1-2 years ### "Not so Freshdesk" March 15, 2026 3.0 Most of the time service was unrelieable as the application kept on getting disconnected from service. Pros I liked the User Interface was easy on the eyes. The color scheme was not too harsh or rough to look at. Cons The interaction with the program was complex at times. There were certain operations that could become difficult to keep track. Review Source MP Manijith P. Graphics Hardware Engineer Semiconductors Used the software for: 6-12 months ### "The Ultimate Omnichannel Ticketing System" May 24, 2026 5.0 Pros Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently. Cons The Freddy AI integration in Freshdesk has potential, but it currently doesn’t fully meet expectations. The AI capabilities should help make support workflows faster and more efficient, but the experience still feels limited in certain areas. Review Source VR Verified Reviewer Analyst Financial Services Used the software for: I used a free trial ### "Simple and Effective Support Tool" April 8, 2026 5.0 Pros Easy to use, strong ticket management, and helpful customer support. Chat features work well, and the interface is simple for teams to navigate. Cons Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons. 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 KA Kosana A. QA Analyst Computer Software Used the software for: Less than 6 months ### "Freshdesk Review by Akhil" May 25, 2026 4.0 Honestly, Freshdesk is pretty straightforward and easy to use. The dashboard is clean, so you can actually find your past tickets and check their status without getting lost in a maze of menus. The automatic email updates are also great since you don't have to keep logging in just to see if anyone has replied. Pros We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and easy-to-use interface. Cons The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings. 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.