# Page 36 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 36 - Is Freshdesk the right Knowledge Management solution for you? Explore 3438 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 (3438) 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 22nd, 2026 # Page 36 - Reviews of Freshdesk ## Showing most helpful reviews Showing 876-900 of 3438 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MD Meet D. Cloud Engineer Computer & Network Security Used the software for: 2+ years ### "Review for freshservice" March 20, 2024 5.0 It is a must have product as per my point of view to develop a growth and manage your tasks Pros It is one stop solution for every thing to manage the problems as well as the time taken for particular task Cons As of now everything i like about it. there are no such dislikes Review Source VR Verified Reviewer Business Owner Retail Used the software for: 2+ years ### "If You Don’t Have It, Get It" November 16, 2019 5.0 Fantastic. Customer support is great, and that’s why we stuck with them for so long. The pricing is competitive, and in most cases, cheaper than Zendesk with all of the Zendesk functionality. Pros I like a lot about this program. My favorite feature is that you can create more than just the standard statuses which can greatly help organization of customer emails. Cons I have no qualms with this program. It is so easy to use and can greatly help a customer service team to organize and answer customer inquiries. Review Source TH Tim H. Founder Internet Used the software for: 1-2 years ### "Freshdesk from a Developer's Perspective - It ain't good" May 10, 2019 1.0 It was a royal pain integrating with as a developer. I've integrated with numerous (10+) third party APIs and Freshdesk was by far the worst due to their anti-consumer architecture. One feature is all they need to add, but apparently, they don't know how to build a consumer-focused vendor API. Freshdesk, please Google "External IDs" and save every single one of your customers days of extra work. Pros The tool itself is pretty good and has a lot of good features, but this review is from a Developer's perspective - integrating with the API. Cons If you need to integrate with the API, plan on the development effort being significantly greater than it should be. Freshdesk is missing a critical feature all vendor APIs should have (and all good ones DO have) - ExternalReferenceIds, or XREFIDs as first class citizens. When you want to lookup a contact or company using the Freshdesk API, you are going to want to use your own ContactId or CompanyId because that's what your own software already uses. Freshdesk does not allow this. Every decent vendor API allows this, but Freshdesk does not. You have to use Freshdesk's ContactId or CompanyId to interact with their API in any meaningful way. This means every customer of Freshdesk will have to create several new tables that sync their own ContactIds with Freshdesk's and their CompanyIds with Freshdesk's, as well as code and services to keep them in sync whenever a contact or company is created or deleted in Freshdesk, or at their company. This is a significant amount of work that is easily avoided by a decent vendor API - External Reference IDs as first class citizens. Executives looking to use Freshdesk, please take note of the increased cost of having to interface with the Freshdesk API. Review Source OI Okechukwu I. Head, Customer Service Gambling & Casinos Used the software for: 1-2 years ### "Awesome product" May 31, 2021 4.0 Customer interaction has been simplified across communication channels. The Ease of use is easily best in class. The dedication to customer success from the team has been unbelievably great. Would recommend Pros "Analytics" has been the most impactful feature for me. Well-detailed, simplified reports, both curated and customized provide great insight and help in decision making. Cons Automation scenarios can be a bit complex and difficult to use. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing was better Review Source SP Shprotiv P. Assistant Manager Real Estate Used the software for: Less than 6 months ### "Value for Money" July 1, 2024 4.0 For now i find it good, have to use in more department to evaluate. Pros Easy to use, hassle free help desk software. Many can work together in a single platfrom, its a good value for money. Cons Nothing much applied but sometimes it takes more then normal time to handle multiple tickets. Review Source Jane B. Support Specialist Telecommunications Used the software for: 1-2 years ### "Mint interface is a great improvement" September 27, 2018 5.0 Overall I am impressed with the updates in Mint. If you have not looked at recently it is worth taking the time to look at the improvements. Pros The new Mint interface is a lot more efficient. You can do a lot of your ticket maintenance(reassign, change status, etc) from the filtered ticket list. The table view also allows you to add fields which has been a great help. I also really like the split ticket option since a lot of our customers combine multiple issues on the same ticket. Cons Recently ran into some issue with replies (have to keep clearing cookies) and sometimes reply is sent twice. I am working with support on this. Review Source Sean B. Senior Product Manager Information Technology and Services Used the software for: Less than 6 months ### "Taking our Customer Service to the next level" November 17, 2018 5.0 Pros The product is exactly what our small company needed to manage our ever-growing support needs. Our company offers two product lines, and having the option to structure help and solutions and forums into product-specific help portals was a huge benefit. In addition, I found the user interface throughout FreshDesk to be extremely user-friendly, even when diving into some fairly complex setup options for auto-handling our incoming inquiries. Because of our success with FreshDesk we recently added FreshSales to our toolset, and are thrilled with the integration and sharing of information our sales and support personnel are now experiencing. Cons Our dev team utilizes Azure DevOps as its management tool and while we did explore a 3rd party solution for integrating to DevOps, we found it had limitation in automatically syncing information 2-ways. Offering a more robust integration to DevOps would be an added bonus. However, given the custom configuration options freshdesk presents, we were easily able to work around this and do not find it to be a deal breaker by any means. Review Source KM Kevin M. Business Owner Outsourcing/Offshoring Used the software for: 2+ years ### "Excellent ticket management package" October 31, 2022 5.0 Pros Very easy to manage tickets and create rules for management Cons Was a little difficult to learn as it didn't appear to be organised as expected. Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) Outlook couldn't handle the years of data. Review Source Duncan L. CEO Information Technology and Services Used the software for: 2+ years ### "The Perfect all round tool" September 17, 2018 5.0 The support is amazing and the logic behind the problem they are solving works really well; it is stopped me from trying out many tools (along with the integrations) that solve this problem. They get it and I am excited for future products from the team. Pros It helps us at The Social Collective maintain a professional standard as we grow the business and it gives my small team accountability with the room for the team to grow. Cons Some features don't work perfectly, but they are covering a wide based of needs. Review Source Jamie V. Customer Support Manager Financial Services Used the software for: 2+ years ### "Awesome product" September 28, 2018 4.0 For me, its a whole new world of running a contact centre - without the need for a PABX, Switch, T-servers, diallers, hard phones, softphone apps, ethernet cables, phone pins, time sheets, etc. I can run my team from a browser window with no need for IT support and my agents can do their job from any computer anywhere in the world #mindblown Pros Super quick to set up a new call centre from scratch Cons Migrations from native features to integrated widgets (live chat to Freshchat) could be improved with better user testing before launch. Review Source AZ Andrew Z. Company Director Human Resources Used the software for: 2+ years ### "FreshDesk is strong but with that comes a bit of a learning curve." April 10, 2018 4.0 has helped us keep our team and our clients all on the same page. Pros is a really strong program that allows multiple people in your team to have input and keep track of different current issues with your clients. It's really powerful as a helpdesk software, but also great as a ticket and project management system. We even had a developer design a time use widget so we can track client time use right in FreshDesk. It allows our customers to see how much of their time has been used with their client login and sends us notifications when they are close to out of time. Cons The learning curve can be a bit steep. If your team isn't completely on the same page about how to use and it's different settings, you won't get the full value. However, if you can get everyone on the same page, the reporting functions can be really stellar. Review Source AS Anukriti S. Product Analyst Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Great job in making our customer service operations smooth" August 8, 2023 5.0 Overall experience has been awesome. I am really proud of the choice to integrate use over any other product. It integrates really smoothly with all of our products. Customers have never raised any complaints with the ease of navigation within the product. There are multiple firms out there which can assist us in further development of the custom app which comes really handy to us. Pros What I like the most is definitely 's prompt customer service. I have never not received a work-able solution from the team under 24 hours which is really great. Cons There is nothing as such that I no like about . Review Source KD Kunal D. Full stack developer Events Services Used the software for: I used a free trial ### "Freshdesk - live chat and business advancement." October 12, 2022 5.0 Pros Easy to use , can use on all kind of devices and browsers, fast connectivity real time updates everything is awesome. Cons Not really because I have got all the features i was finding at one place. Review Source VR Verified Reviewer Consultant Information Technology and Services Used the software for: 2+ years ### "FreshDesk - the helpdesk for everyone" August 29, 2019 4.0 is particularly good for SMEs with pretty standard help desk requirements. It can also handle much more complex use cases, but that generally needs additional help either from internal IT or outsourced. Pros does the basics well; easy to setup and get working even for non-technical people. Cons There are so many features and integrations, things can get complicated if you don't have strong governance over your helpdesk implementation project. Reason for choosing Freshdesk Cost, functionality and upgrade options. Review Source Jason T. Dell KACE Advisory Board Member Information Technology and Services Used the software for: 1-2 years ### "Fantastic helpdesk, used by two departments in my org" March 18, 2016 5.0 This is a simple to use, yet robust helpdesk platform that we currently utilize in two different departments within my org (IT and Maintenance), to make ticket creation and management simple. I also use this as an example when other helpdesk vendors ask me what it would take to get my business - if they can't at least match the features and price, there's no reason to have that discussion. We're customers of both the free and paid version (two separate helpdesks in use), but the introduction of both within my organization have been overwhelmingly received as positive, and our maintenance department sings its praises almost daily. Pros Simple, fast, robust, it's got it all and then some. The per-agent license price is good if the free version doesn't meet your needs, and the interface is incredibly simple for end users. Cons I wish there was a little more ability to edit things like the ticket creation form, where I could put a line of text above a field to help explain what is needed (something like, "please be detailed in your description", or "use your business email address"), but I expect that will be coming at some point. Review Source Douglas V. Publisher Internet Used the software for: 2+ years ### "What I Love About Freshdesk" August 31, 2018 5.0 Like a breath of fresh air!! Pros helps keeps us focused on delivering great customer service to our clients in the USA and around the globe. We love the simplicity, ease of sign-up, and easy way to on-board our clients our support staff. The overall architecture of Freshdesk and the Freshworks suite of products is looking good and gives us confidence for the future. Cons Hmmm... I want to assign due dates to some of the more complicated trouble tickets. Review Source Diego C. Auxiliar administrativo Real Estate Used the software for: 6-12 months ### "Excelente servicio" November 26, 2023 5.0 Es un gran escritorio de ayuda comtable que me permite tener una ayuda auxiliar muy buena y confiable . Me permite tener en orden el trabajo y trazarme las metas semanales en mis labores con la ayuda de esta gran aplicación . Pros Es un gran asistente como auxiliar de escritorio contable que me permite , hacer mejor mi trabajo y estando en linea y contablemente todo muy coordinado . Cons Es un gran escritorio de ayuda contable no veo algo negativo en la aplicación. Review Source JP Jesse P. Owner Computer Networking Used the software for: 2+ years ### "Helpdesk for small MSP saved me a LOT of work and even some $$" September 21, 2018 5.0 I have this problem, the grass is always greener, and I jump between service applications a lot. I have used and left a couple times, hoping something would be the be-all-end-all to make my life easier. In the end I always come back to Freshdesk and pickup where I left off, and wonder why I left in the first place. In the end, Freshdesk does all I NEED it to do, and much of what I WANT it to do, and the gap between need and want shrinks every year. Pros It is fast, and very familiar to using email like gmail. There are a lot of actions you can take with keyboard shortcuts. Time tracking and reporting is very simple and clear... this makes billing easier and more likely for me to capture time. Cons A lot of addons for the old interface are not supported in the Mint interface, one being Xero, which is very sad. There seems to be no way to automate the creating of time entries, this I greatly miss from another helpdesk system. Review Source PP Phillipe P. Ceo Government Administration Used the software for: 1-2 years ### "Aplicativo fácil e prático" June 12, 2023 4.0 Fácil implementação e uso quase que intuitivo Pros Um aplicativo muito bom e de fácil implementação Cons Precisa melhorar o sistema de ticket só falta isso Review Source BS Boyan S. Communications Specialist Gambling & Casinos Used the software for: 1-2 years ### "Freshdesk Review :)" May 20, 2021 4.0 Benefits from using is good communications with our customers and easy to track the history of this communications Pros Easy for use from our agents. Good Options for automatizations. Cons Not enough options for integration with Viber, Whatsapp Review Source panashe B. IT Specialist Human Resources Used the software for: Less than 6 months ### "Review" October 30, 2023 5.0 Pros has been a game-changer for our customer support team. Its user-friendly interface and powerful automation capabilities have streamlined our operations. Managing tickets and customizing our knowledge base is a breeze. The reporting tools help us stay on top of performance. We're extremely satisfied with Freshdesk! Cons , while powerful, may not be budget-friendly for small businesses. Advanced features locked behind higher-tier plans and a steeper learning curve for complex workflows can pose challenges. Better suited for larger enterprises. Review Source Erick C. Perito contador Consumer Goods Used the software for: 6-12 months ### "Escritorio muy fresco y de ayuda " March 16, 2024 5.0 Gracias por estar y ser un apoyo diario y los archivos contables semanales estan muy bien resguardados y nose pierde la información es el mejor acesor virtual que tengo desde la computadora por lo cual doy mi visto bueno . Pros Estoy muy satisfecho co la ayuda y el soporte que me brinda esta gran aplicación ya que siempre tengo todo mis archivos contables en orden y al dia y lo mejor de todo es que es muy facil de usar y confio mucho en el apoyo brindado. Cons Solo que soporte apoye en la brevedad cuando exista un inconveniente por favor Review Source DB Daniel B. TeamLead Customer Support Information Technology and Services Used the software for: 1-2 years ### "Fine software as ticketing tool and Knowledgebase" May 25, 2021 3.0 Pros Knowledge base is easy in use and very helpfull in tickets. But I would like to see templating works better and with easier code. Now it makes pretty shitty code and for example no user friendly URL is possible. Cons Several Features are outdated - not fully adjustable. Alternatives considered [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk TopDesk is too much for our needs and Zendesk just stopped communicating. Review Source GC Gary C. Support Consultant Information Technology and Services Used the software for: 1-2 years ### "FreshDesk Review" July 12, 2019 4.0 We ahve now disabled Direct Email support and now have all tickets directly logged via the web portal which means that end users are now more likely to use the online knowledge-base which means that issues can be resolved faster and provide a better customer experience and fast response time. Pros Over the year I have used several helpdesk products and I can say that this is one of the best for a small sized business. The look and feel of the software is great and its really easy to use whether your an It professional or a computer novice. The canned responses and knowledge-base make it easy to reply to common issues and build a selfservice module that end users can also search for known issues and resolutions without even have to log support ticket. Cons Some of the more advanced features are not available to the lower priced modules. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Better pricing Review Source BB Brian B. Manager, Web Religious Institutions Used the software for: 2+ years ### "Great value for the money" December 16, 2019 5.0 Overall, it has been a great tool for us over the years. Most all the features that the industry leader has without the high cost. Pros For the price, it is the best tool to ensure we meet our members expectations in answering correspondence and updating our systems. Cons Their move to a new platform makes logging in a bit of a chore at times (two steps) versus the one-step you would expect. As well, the text editor for the canned responses is suboptimal. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Primarily cost driven. As a nonprofit we have to watch our budget super close, and when a product is competitive with the market leader at a fraction of the cost, it is hard to not move. 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.