--- title: "Page 3 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Page 3 - Is Freshdesk the right Complaint Management solution for you? Explore 3466 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 (3466) 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 July 22nd, 2026 # Page 3 - Reviews of Freshdesk ## Showing most helpful reviews Showing 51-75 of 3466 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 PH Prasad H. Data engineer Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Easy-to-Use Help Desk with Strong Automation" June 20, 2026 5.0 Pros Freshdesk offers a clean and intuitive interface that makes daily support tasks easy to manage. The ticketing system keeps requests well organized, while automation reduces repetitive work and improves response times. Reporting dashboards and collaboration tools help the team stay productive and deliver consistent customer support. Cons Freshdesk works well overall, but some advanced workflow configurations require additional learning. More guided setup options would make complex automation easier for new administrators to implement. 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 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 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 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 RH Rocky H. IT Systems Specialist Health, Wellness and Fitness Used the software for: 2+ years ### "Great choice for the money" June 12, 2026 5.0 Pros Solid choice for the "swiss army knife" of ticketing systems. Loads of features customizable for any business. Cons No cons, really, the trainings are helpful, support is helpful, and ui is designed in such a way that you can look around and find what you need. 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 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 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 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 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 RK Raul K. Senior Director of IT Marketing and Advertising Used the software for: Less than 6 months ### "Easy to set up ITSM platform with automation and AI tools to achieve more with less" November 5, 2025 5.0 Satisfying user experience and user interface with automations and Freddy AI that simply my team's daily tasks. I would highly recommend Freshdesk if you are looking at an ITSM platform that does not require much configuration. Pros Freshdesk has custom built features and workflow and it's ease of use make configuring and customising it for your organisation, simple. Freshdesk is great value for money and there are other excellent additions such as asset management or SaaS optimisation tools that work well as part of the wider suite of tools. Cons The good thing and limiting factor about Freshdesk is that it's ready to use as is. You do not need to customise it as much as other platforms but then you can't get additional functionality that you require from it either. Review Source RR Richard R. Senior Support Specialist Real Estate Used the software for: 6-12 months ### "Freshdesk - A breath of Fresh Air" March 24, 2025 5.0 Good from the outset, initial support was good, but after that, it disappeared, but by then we were working on a basic ticketing system and fleshing out the details to give a more in-depth service catalog. Pros Ease of setup, basic functionality and overall features straight out of the box, made setting up very easy. Cons Limited functionality, there is a more advanced product that is ITIL compliant and the limitations have taken some time to work out how to do in the lower-level product. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk Whilst it would have been our change as we use Zooh CRM, the group solution was in the end the best place for our desk Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Group usage of Freshdesk and the costs/Features Review Source JR Joe R. IT Director Education Management Used the software for: 1-2 years ### "Best free ticketing software out" September 22, 2025 5.0 Overall I think it's a great product and is worth checking out. If you need something free like I did, definitely give it a shot. You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort. Pros Very easy to use and implement. It's also completely free but does offer more features for paid users. You can absolutely use just the basics and be fine Cons The layout is sort of confusing and it is not explicitly clear on where certain settings are. I also found the portal login to be troublesome at times when trying to login 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 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 NM Natale M. Senior Field Technician Information Technology and Services Used the software for: 1-2 years ### "FreshDesk Review" July 16, 2025 4.0 It helped our organization for awhile to maintain history of communication and notes with clients throughout our team. Helped with job tracking and making sure tickets don't go unanswered. Pros It made communication history with clients very easy to track and share with other team members if it needed to be transferred. We used the notes frequently for additional information not visible to the client. Cons The interface is a bit convoluted, some functionality is not easy to find, also we found it to be very hit or miss with custom rules. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) Kayako was not working well enough for us and their pricing increased so we switched to another service. 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 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 ## 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.