# Page 4 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Freshdesk the right Knowledge Management solution for you? Explore 3425 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 (3425) 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 4 - Reviews of Freshdesk ## Showing most helpful reviews Showing 76-100 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use BR Bondada R. Technician, Network Operations Airlines/Aviation Used the software for: Less than 6 months ### "Easy to use" May 13, 2026 5.0 Pros is an excellent tool with useful recent updates like Command Center and enhanced omnichannel capabilities. It makes it easy to connect with multiple tools and integrations while streamlining customer communication and support workflows. Cons can be challenging to scale across multiple teams, and the onboarding process is not always seamless. The platform could also improve its AI capabilities and provide more detailed product guidance and documentation. Review Source JM Jessica M. Customer Service Logistics and Supply Chain Used the software for: 2+ years ### "A powerful platform for customer-centric businesses." December 2, 2024 5.0 It has enabled us to provide faster and more efficient customer support, leading to increased customer satisfaction and loyalty. The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows. Pros I appreciate how empowers our support team to deliver personalized and proactive customer service. The platform's collaboration features, like team huddles and internal notes, facilitate seamless communication and knowledge sharing among agents. Cons offers a wide range of integrations, some users might find the customization options for the help widget and knowledge base to be somewhat limited. Review Source AZ Arpad Z. Senior software consultant Computer Software Used the software for: 2+ years ### "Comprehensive and User-Friendly Helpdesk Solution" October 22, 2024 5.0 Overall, my experience with has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform. Pros replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable. Cons One of the drawbacks of is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential. Switched from [SAP Business One](https://www.capterra.com/p/214667/SAP-Business-One/) We needed an online platform that is accessible for customers. Something that allows automations and easy searchability. Review Source VL Vanessa L. CEO Education Management Used the software for: 2+ years ### "Excellent email management tool for a shared customer service team" January 5, 2025 5.0 has been a great tool for my small-medium business for a number of years now, and has improved customer service and efficiency considerably. Pros I've been using for my small business customer care team for about 5 years. It is very user friendly and all team members have found it really simple to navigate and use successfully. The app has also improved dramatically over the past few years and is a very useful feature for checking client responses on the go. I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to certain agents for actioning. We also use the tagging feature a lot and due dates for tickets that need to be actioned on a specific day. Cons The admin panel is less user friendly and I'm restricted to having to setup all automated processes, canned responses myself as my team finds it too difficult. Review Source CO Chris O. President Information Technology and Services Used the software for: 2+ years ### "Great support ticketing platform and great value" November 5, 2024 5.0 We've been using for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features. Pros Robust support ticketing platform at a very competitive price. My digital agency uses for all our client support communication, and it's key to our communication and delivering fast, reliable support. The features I use most are the canned responses and the ability to forward emails directly to the system and create tickets that way. Cons There's nothing I don't like about . I guess my only complaint is that certain features are only available at the higher-paid plans, but I understand that they are a business so I understand why. Alternatives considered [Teamwork Desk](https://www.capterra.com/p/143754/Teamwork-Desk/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Reason for choosing Freshdesk The free plan at is robust enough for our needs, and it's very user-friendly. Review Source DS Daniel S. Inhaber Leisure, Travel & Tourism Used the software for: 1-2 years ### "Tolles Ticketsystem, ideal für KMU" November 18, 2024 5.0 Pros Ich bin sehr zufrieden mit dem Ticketsystem ! Die Benutzeroberfläche ist übersichtlich und intuitiv, sodass man schnell in die Nutzung einsteigen kann. Besonders gut gefällt mir die Möglichkeit, verschiedene Kanäle wie E-Mail, Chat und Social Media zu integrieren und alle Anfragen zentral zu verwalten. Das System ermöglicht eine effiziente Bearbeitung und Nachverfolgung von Support-Tickets, was die Kommunikation mit unseren Kunden erheblich verbessert hat. Die Automatisierungsfunktionen sparen viel Zeit, und die Reporting-Tools liefern wertvolle Einblicke in die Performance des Support-Teams. Auch der Kundenservice von Freshdesk ist hervorragend – schnell, kompetent und stets hilfsbereit. Insgesamt eine klare Empfehlung für jedes Unternehmen, das ein leistungsfähiges und benutzerfreundliches Ticketsystem sucht! Cons Es gibt wenig negatives zu berichten. Das einzige negative, ist tatsächlich der englischsprachige Support, der tatsächlich etwas schleppend von statten geht. Review Source AT Akshay T. Purchase Engineer Mechanical or Industrial Engineering Used the software for: I used a free trial ### "A great tool for managing vendor communication" March 17, 2025 4.0 Overall my experience with is very positive. It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication. Pros With the help of I can easily manage all my communications with vendors and my internal team. I can easily track my important details such as purchase orders and vendor details. Cons Its pricing is very high as compare to other platforms for small and medium scale businesses. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) is very affordable than Hubsopt. Review Source AH Arbi H. Chef de projet technico-commercial Internet Used the software for: 1-2 years ### "Une bonne plateforme de helpdesk" February 5, 2025 4.0 Pros Je trouve que l'interface est intuitive, facile à prendre en main avec une navigation assez fluide. Cons Je pense que qu'il est moins flexible en termes d’interface utilisateur et de workflows que d'autres logiciels. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk est Plus cher, surtout pour les petites équipes. Review Source RJ Ramos J. Senior Researcher Education Management Used the software for: 6-12 months ### "A Smart Helpdesk Solution" March 20, 2025 5.0 Pros I like its advanced reporting and analytics capabilities that enable us to improve processes and measure performance. I also like the canned responses to common questions which help us to save time. Cons It has a steep learning curve for setting up advanced automation rules. Review Source RR Rithik R. Chief Executive Officer Biotechnology Used the software for: Less than 6 months ### "Chief Executive Officer" May 1, 2026 5.0 Pros is very easy to use with an intuitive interface, making it simple for teams to get started quickly. It offers a strong set of features like ticketing, automation, and reporting, which help streamline support operations efficiently. Cons While works well for most use cases, it lacks some advanced enterprise-level features and deeper integrations needed for more complex, large-scale environments. Review Source SS Samuel S. Executive Administrator Information Technology and Services Used the software for: 2+ years ### "Stable and reliable." December 3, 2024 5.0 Better than average. It checks all the boxes with various levels for companies to determine what is liked. Pros Simple to use. HTML email. Fast customer support. Cons Not a very current looking Dashboard. Also lacks ability to change what is seen (or tracked). Alternatives considered [SysAid](https://www.capterra.com/p/107225/SysAid/) Reason for choosing Freshdesk reliability, stable, no major bugs, HTML email system. Review Source DG Desiree G. Peer Support Worker Health, Wellness and Fitness Used the software for: Less than 6 months ### "Don't expect customer support. " January 22, 2026 2.0 NOT great. At first things were good. Started getting overcharged and customer support either couldn't or wouldn't fix the issue. Pros The product works as it should most of the time. It's great for a bigger business. App runs smoothly once installed. Cons Horrible customer support. Ended up charged for more than what we needed. Nobody wanted to fix the issue. The price is steep as it is without being charged extra for un needed things. You are bounced from person to person none of which seem to care or want to fix things. Ended up having to cancel the card they charge. Review Source VR Verified Reviewer service client Design Used the software for: 1-2 years ### "Une solution efficace et économique pour un support client de qualité" January 14, 2025 4.0 Pros Centralise les demandes des clients via email, téléphone, chat, réseaux sociaux, et autres canaux Cons Aucun inconvénient pour le moment tout fonctionne parfaitement Review Source ‪M ‪Mazen M. Cyber security technical consultant Computer & Network Security Used the software for: 2+ years ### "Perspective on fresh disk" December 9, 2024 4.0 Pretty good been using it for years in my company Pros That it's cloud based and easily accessible also it gives you trial to try it first for free Cons How much they changed the features for the free version Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[CallHippo](https://www.capterra.com/p/159578/CallHippo/) Reason for choosing Freshdesk It offered better overall experience and easier interface in my opinion Review Source CP Caroline P. Responsable Marketing Computer Software Used the software for: 2+ years ### "Intuitif et ergonomique" January 3, 2025 4.0 L'interface est claire et ergonomique, quand on se connecte tout est clair et précis. Le tableau de bord est bien pensé et permet une gestion facile et rapide des tickets. Pros L'ergonomie globale de l'outil et ses fonctionnalités avancées en matière de gestion de tickets de support Cons Peut être limité sur les connexions à des logiciels tiers Review Source amit S. Team Lead Program Development Used the software for: 6-12 months ### "Simple Customer Support Solution" November 14, 2024 5.0 It is a solid choice for small businesses looking to streamline customer support. Pros We used it to handle customer tickets. It helped us organize inquiries and respond faster, which improved customer satisfaction. Cons The reporting features could be more detailed, but they still give a good overview. Review Source SK Surya K. Sr. Manager Education Management Used the software for: 1-2 years ### "Freshdesk Review" November 14, 2024 5.0 Pros I’ve been using for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement. Cons There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped. Review Source AR Anshika R. Customer support Education Management Used the software for: 1-2 years ### "Freshworks enhances ease of operations, reporting and analytic" November 14, 2024 5.0 There was no external support required to configure . We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible. Pros It helps to create ticket with most efficiently and ease and in very short period of time Cons Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time. Review Source AW Atiradh W. Chief Technology Officer Marketing and Advertising Used the software for: Less than 6 months ### "Chief Technology Officer " May 16, 2026 5.0 Pros is our primary customer support tool, and it has been highly effective in helping our team manage and resolve customer issues efficiently. The platform offers strong features, regular updates, and live issue tracking, enabling seamless collaboration and hassle-free support operations. Cons The main challenges are the limited integrations and the lack of feature variety needed to effectively scale the platform across different internal teams and workflows. Review Source FO Frank O. Network Administrator Information Technology and Services Used the software for: 2+ years ### "Freshdesk opinion" October 22, 2024 4.0 We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use Pros It has a very nice UI, which greatly helps in navigating and prioritises ease of use. Cons We had some problems with Account security, but the team offered great support to resolve the issues. Alternatives considered [Naverisk](https://www.capterra.com/p/171182/Naverisk-RMM-PSA/)[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/) Reason for choosing Freshdesk Ease of use and only required a Helpdesk for Ticketing management Review Source CE Chuck E. Support Services Analyst Higher Education Used the software for: 1-2 years ### "My experience with Freshdesk" December 2, 2024 4.0 My experience with has been good it really help me by its wide range of advance features also it integrates well with other available software which is the relief for me. Pros I like the user interface of it is very friendly and easy to navigate also the automation feature helps me by doing all the repetitive tasks which saves me a lot time. Cons I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it takes a while to response. Review Source JS Josh S. Web Content Developer Higher Education Used the software for: 2+ years ### "Great for our small support team" November 15, 2024 5.0 is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications. Pros Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics. Cons Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal. Review Source KV Kibamba V. Radio Presenter Broadcast Media Used the software for: 1-2 years ### "Positive impact with Freshdesk" November 21, 2024 5.0 It has greatly reduced our response time in customer service and also increased our customer satisfaction. Pros It’s the best solution for ticketing and it’s customer support is great. Cons So far i got nothing to dislike, everything has been positive. Review Source ST Suyash T. Manager Education Management Used the software for: 1-2 years ### "Big fan of FD" November 14, 2024 5.0 efficiently consolidates customer queries from multiple channels (email, phone, social media, chat) into a unified inbox. This reduces the hassle of managing different platforms separately. Pros ’s automation features, like ticket routing, automated responses, and workflow automations, save a lot of time by reducing repetitive tasks. Cons The mobile app is often reported to lack some of the functionality available on the desktop version, making it harder for teams to manage support tickets on the go. Review Source JI Jack I. IT Development Lead Insurance Used the software for: 1-2 years ### "Overall a simple and effective support ticketing system" November 22, 2024 5.0 Pros Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three. Cons The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes. 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.