# Page 33 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 33 - Is Freshdesk the right Help Desk solution for you? Explore 3442 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 (3442) 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 June 9th, 2026 # Page 33 - Reviews of Freshdesk ## Showing most helpful reviews Showing 801-825 of 3442 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Customer Support Manager Information Technology and Services Used the software for: 2+ years ### "Easy to use and understand" November 25, 2019 3.0 Pros The unique thing which Freshdesk offers and others do not is that they offer the ability to forward a ticket/conversation to a third person (outside your organization and agents) without letting the requester of the ticket know. I have not found this functionality in any other helpdesks I have used so far. Also, their support is very responsive and puts every bit of their knowledge to solve the issues. Cons Reporting can be improved since they are very limited and you have to export an excel file of tickets received to create manual reports. Review Source IRM Irish Reina M. Student Higher Education Used the software for: I used a free trial ### "Irish Reina reviews " October 11, 2022 4.0 It helps me to access many of it. It actually good in automation and user friendly to everyone. I will rate this good because of the performance it given. Pros This is helpful and easy access. This software is good and give anyone best experiences and quality performance. Cons Honestly, sometimes it hang and sometimes log. But it's okay since maybe my internet connection is not stable. Review Source TS Travis S. Product Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Why are you still using Salesforce?" November 27, 2019 5.0 We are solving our service CRM platform with this software. I believe it has propelled us forward past our competitors. Pros The service, the price and the easiness of setup is the winning factor for this CRM. It's not just about Freshdesk but there is Freshsales, Freshrelease, Freshcaller which can contribute to your team. Cons In the beginning we had some bugs with the software but the developers resolved the issue very quickly which is practically unheard of now and days. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshdesk It came down to the GUI and added functionality. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Price and the added functionality Review Source VR Verified Reviewer Backend developer Information Technology and Services Used the software for: 1-2 years ### "Fresh desk review " February 27, 2023 3.0 It is good but it can be more efficient. Pros Easy to use.Multi-channel support and customizable workflow.Can integrate with other tools. Cons Pricing is bit higher.Limited 3rd party integration and limited branding options. Review Source VR Verified Reviewer IT Manager Industrial Automation Used the software for: 2+ years ### "Freshdesk Software and Support" August 23, 2018 4.0 I opened a ticket with Freshdesk months ago where a feature was not available in the Mint desktop, not a big issue really but I thought they should know. Support had said they were aware of it and were "working on a fix". I didn't expect any reply further and just thought it would be fixed, however, they emailed me later to let me know it had been fixed. Pros Freshdesk's pricing comes in much lower than it's competitors and includes many of the same features. Cons Some of the Mint desktop features are not available but are in the classic Freshdesk. However, it's easy to switch back and forth between Mint and classic. Review Source VR Verified Reviewer Head of Customer Support Maritime Used the software for: 1-2 years ### "My experience" January 17, 2020 4.0 The tool has increased the productivity of the team, due to the automation of many tasks that were done manually before. i personally use the tool to report the Support situation to the Top Management but, as I said before, I had to rebuild some dashboard externally (Excel) due to the "weird" result of some of the KPIs stored in the software. Pros Multi Channel WorkFlow Scenarios Ease of use Cons Some KPIs are not affordable and it has not been possible to correct them. Some filters on the reports should have to be improved. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Some more features Review Source Alejandro H. Networking Manager Telecommunications Used the software for: 6-12 months ### "Easy, intuitive and a delight to use." February 1, 2018 5.0 Easy to control and manage my company support team, having statistics, reports and visually overview of how good are we attending our post sales costumers. Pros I personally use Freshdesk at work as level 3 agent (just the most hard support) and I love to use it, The interface is intuitive easy to use and foolproof. Love the rationalization for your Company. Tickets are made automatically by incoming emails from clients, lots of perks. Cons They only thing I don't love is that it has a free level: Sprout, then first paid level Blossom, then Garden and State, Blossom is just too basic, garden is just basic +, the wonderful level is State but cost per agent per month and become a little steep, still cheaper than SalesForce, etc. but from Basic level to sweet level he difference is much, It will wonderful if the State level would cost in that price range much companies will use it. Review Source CT Cenk T. GM Computer Software Used the software for: 2+ years ### "Good performance" May 3, 2023 5.0 Pros Very easy to use and customize. Developing integration with the use of API is also very easy. Cons Turkish language support is not very sufficient. It needs to be improved Review Source VR Verified Reviewer CMIO Information Technology and Services Used the software for: 1-2 years ### "A good alternative, not so simple to use, but with many possibilities in terms of functionalities" March 3, 2019 4.0 We have been through several similar applications for some time and this is the one that has worked best for us. It has a good and easy integration with some other tools (like gmail or chat) and its user interface is friendly, making this a useful tool Pros The ease with which it can be integrated with various applications is undoubtedly a great point in favor. It also has many features and its graphical interface is highlighted (even more in comparison with other similar applications that tend to be relatively bad in this regard) Cons Although the handling in general is intuitive, the dashboard for the handling of the cases has some details that if not taken into account are not entirely intuitive: in particular when using the predetermined filters. Review Source SR Shishir R. Senior Manager - Operations Outsourcing/Offshoring Used the software for: 1-2 years ### "Review of Freshdesk as a live chat and email servicing tool" July 18, 2023 4.0 Overall experience has been great. Primarily using Freshdesk now for majority of live-chat and emailing processes. Pros Freshdesk is very user friendly - both at the level of the frontline contact center executive who use it for customer servicing, as well as the managerial and admin level for quality and robust reports. The customer touchpoints are also simple and easy to use which leads to better customer experience. Cons Nothing to dislike much. Just some minor issues here and there Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The major reason was pricing and budget Review Source Misael R. Auxiliar administrativo Biotechnology Used the software for: 6-12 months ### "Escritorio de ayuda magnífico " December 18, 2023 5.0 En lo general Freshdesk lo puedo catalogar como un gran asistente de ayuda para nuestra contabilidad ya que me funciona de gran manera y el escritorio te permite tener todo al orden y bien cuidado . Me siento muy a gusto con el servicio de ayuda contable de Freshdesk Pros Es un gran escritorio de ayuda que me permite tenes las cuentas de contabilida en orden y al dia ya que en las ventas de tecnología se debe llevar muy bien las ventas y las cuentas al corriente y freshdesk es un excelente apoyo con su escritorio y lo mejor que no pierdes la informacion es confiable y de buena ayuda . Cons Me gusta la funcionalidad de Freshdesk y el apoyo Review Source Nicolas Frichot P. IT Specialist Computer Software Used the software for: 2+ years ### "FreshDesk As The Perfect Virtual Assistant" February 2, 2019 5.0 I have been able to manage multiple queries without any issue and reply to all incoming queries in a professional way. I definitely recommend. Pros Before using FreshDesk, it was really difficult to keep with the increasing amount of increasing emails and customer support request. FreshDesk helped me not only to organize this but also included custom response, which greatly enhanced the customer support experience for all parties. Perfect ticketing features. Cons The paid plans starts at $25 per agent monthly. I believe that this is still expensive and should be lowered. Review Source TR Tina R. Assistant Circulation Manager Publishing Used the software for: 2+ years ### "Freshdesk is easy to use!" July 12, 2022 5.0 My overall experience with Freshdesk has been great. Pros I've used Freshdesk for several years and I find it very easy and simple to follow. It is a nice platform for customer service issues and organizing them. I also like their Solutions section where customers can easily find answers to frequently asked questions. Cons I would like the editing of support questions to be a little bit more clearer. Review Source EA Erdem A. Game Programmer Computer Games Used the software for: 6-12 months ### "Great live help desk software" November 4, 2022 5.0 I was looking for a help desk application that would be easy to use and also integrate with my existing systems. I had used Freshdesk before and was pleased with the ease of use and the availability of their customer support. I decided to try it again and I was impressed with the integration of the features and the ease of use. Pros I am a customer service professional and have been using Freshdesk since April 2022. It has been a fantastic tool because it has helped streamline my workflow and I have received quality customer support every step of the way. I was able to create a user profile and a quick onboarding process so that my team can create new users and send them directly to my support queue. My favorite part of Freshdesk is being able to create a ready message system. Cons In general, everything is great and there are no negative aspects. freshdesk can be your number one solution partner for live support. Review Source CG Carolyn G. Project Manager Computer Software Used the software for: 2+ years ### "Very good ticket tool!" May 20, 2021 5.0 Very good tool and excellent customer support. Pros The search feature to be able to come back to clients Cons The text formating in certain screen (Canned Response). Review Source KG Koen G. Software Engineer Information Technology and Services Used the software for: 1-2 years ### "Freshdesk is a great CRM for customer support team." February 1, 2023 5.0 Freshdesk has very intuitive user interface that is easy to use. We are able serve our customers across all our channels from a single dashboard. It t aslo easy to work with many groups by using group filters. Pros Freshdesk has a very intuitive interface that helps us to see the opened and closed tickets. It's aslo enables us to serve our customers across all channels either in social networks ,emails, websites and SMS messages in a single dashboard. Their customer support team is very responsive and ready to help. Cons Freshdesk reporting can be improved. It's not very detailed thus missing key information. Other features just works very well for us. Review Source Avimael Otoniel B. Administrativo Banking Used the software for: 6-12 months ### "Asistencia de escritorio muy confiable " October 19, 2023 5.0 Este apoyo que nos brinda esta aplicación es muy aceptable ya que cada sección de nuestras cuentas y finanzas están en su debida gestión y bien etiquetada gracias a esta herramienta de ayuda contable al igual que nuestras cuentas todo en orden . Muy recomendable Pros Es muy positiva la aplicación ya que en cuestiones de finanzas , se ha mejorado de gran manera los trabajos y las cuentas están mejor seccionadas . Cons No hay contras todo lo contrario es un escrito de ayuda confiable. Review Source Alain C. Directeur des Opérations Information Technology and Services Used the software for: 2+ years ### "Intuitive, robust and awesome customer support" September 13, 2018 5.0 I have been using Freshdesk for 2 very differents businesses and it always delivered. My favorite part is the Customer Support who has always been very efficient. Pros It's intuitive: you can set up your own helpdesk in a few clicks and begin to support very quickly. It's robust: the down times are very, very rare. The customer support is amazing: they are reactive and very efficient, even when you are on a free plan. Cons The new "Mint" version has some lag issues from times to times but nothing too bad. I find the first plan prices a bit steep for small companies. Review Source BA Beverly A. Customer Service Executive Management Consulting Used the software for: 1-2 years ### "An Iconic and Straightforward Help Desk Tool." May 6, 2024 5.0 It provides 24/7 customer support thus increasing customer satisfaction. Pros It is simple to communicate and engage with our customers in multiple communication channels via live chat,calls,emails and SMS using Freshdesk.It streamlines and automates customer service workflows.It handles and responds to our customers enquiries faster. Cons I lack anything to complain about this Help Desk tool. Review Source Phillip S. Lead Customer Support Specialist Computer Software Used the software for: 2+ years ### "This product is excellent in terms of ease of use and configurability. The support has been very goo" May 4, 2018 4.0 Advanced reporting capabilities and great flexibility. Pros The configurability options are outstanding. It allows us to manage our workflow in a way that makes sense for us. There are many features available that can be utilized or not at your discretion. Cons There are some basic features such as the ability to blind carbon copy someone when creating an outbound email as a new ticket that are not present. Although there has been a lot of feedback on these items, there does not seem to be much in the way of resolving these basic issues. Review Source VR Verified Reviewer Digital Development Manager Non-Profit Organization Management Used the software for: 2+ years ### "Good connection with customer" December 10, 2019 4.0 We are a Bible agency. We receive a lot of requests to answer questions from the Bible. We have also an e-commerce website and all the questions are answered with Freshdesk. Pros All the connection points are on the same place and we can answer everyone with and at the same time have the same communication strategy. Cons Spam and the way it connects with other softwares Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Price Review Source NA Nicolas A. Soporte Computer Software Used the software for: 2+ years ### "Muy bueno el programa " September 27, 2022 5.0 Tenemos más de 2 años con el software y me ha parecido una buena plataforma para las solicitudes dee los clientes. Pros Me gusta su fácil manejo, su interfaz amigable y sobre todo que podemos recibir las solicitudes de nuestros clientes. Cons Por el momento no tengo quejas del software. Review Source VR Verified Reviewer Director Computer Software Used the software for: Less than 6 months ### "Quite a lot of bugs you will find only when you start using. " November 3, 2019 2.0 After doing quite a lot of research I thought its a really good system, but once I started using only I started finding problems. Freshdesk is cheap, but some very important features don't work. 1- contact syncing with google doesn't work. 2- If you integrate facebook then you will have more problems than what it is worth. In my case. Messages come through after a delay and some of the messages done even come through. The integration also started creating 100's of contacts non stop. It stopped only after disconnecting the integration. I requested to delete those contacts more than a month ago and they are still there. 3-If you integrate whatsapp you cant send pictures. It creates duplicate contacts for existing contacts. 4-company segmentation doesn't work. If things were clearly explained upfront there is no problem. The software is priced cheap, but it is used by customers small and big around the globe. I would say they should be more professional and should not include obvious bugs in the live release. Pros Its cheap. customer support agents are available easily during working hours. Cons Too many bugs where no one knows when they will be fixed. Alternatives considered [Zoho CRM Plus](https://www.capterra.com/p/182207/Zoho-CRMPlus/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It has a much more user-friendly interface. Review Source CS Claudio S. R&D Manager Banking Used the software for: 2+ years ### "The customer service solution for everybody" August 27, 2018 5.0 We are a small company, it took us a afternoon to setup a free plan and a customer support portal. After 3 years all our customers are posting their issues to the portal, we can alternate three people in replying, all issues are kept track of with the entire history (that was getting lost in several email chains with different people before Freshdesk). At the end of the year we get some basic statistics about how good we have been in respecting SLA. We can divide tickets by customer, product, etc. We are evaluating to upgrade because the other plans are still cheap and are much richer of statistics and channels. Pros There is a plan for each size of company, from free for small companies like us that enjoy a fully functional platform without any cost and with minimal learning curve to very complete multisite, multiteam platform that is not expensive for a huge organisation. Any other software or solution costs more. It is fully open for customization and foresees all that you can imagine and more for bringing the best customer support to your clients. Cons Nothing worth even mentioning. This software is just perfect. We have found a few limitations and even a bug but the customer service have always promptly answered our queries. Review Source VR Verified Reviewer Technology Admin Individual & Family Services Used the software for: 6-12 months ### "Freshdesk, Perfect for Small Businesses" January 26, 2024 5.0 Pros Ease of set-up and easy to maintain. Cloud based and easy web portal and email communication chains. Cons Some of the best features are behind a pay wall but it meets most of our needs. Reason for choosing Freshdesk Cost and familiarity from a pervious workplace. 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.