# Page 40 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 40 - Is Freshdesk the right Knowledge Management solution for you? Explore 3409 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 (3409) 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 March 30th, 2026 # Page 40 - Reviews of Freshdesk ## Showing most helpful reviews Showing 976-1000 of 3409 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MS Matthew S. Vice President Real Estate Used the software for: 2+ years ### "Freshdesk is a powerful customer relationship tool" January 1, 2020 5.0 Overall, the experience has been excellent. We definitely see ourselves growing and utilizing even more of the features Freshdesk provides. Pros All the features and solutions it provides for businesses of any size. How customizable it is. Best of all is the quality of customer care Freshdesk provides. Cons I wish there was a visual page builder (WYSIWYG) interface for setting up/customizing our helpdesk portal for customers. It's not that it was confusing, it was just cumbersome. We had to hire a front-end developer and rely on Freshdesk's technical team to implement our needs. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Stuart B. Technical Services Manager Management Consulting Used the software for: 2+ years ### "Good value for money software" September 10, 2018 4.0 Pros Easy to use after a few weeks. Good support. Cons There's a slight mismatch between customer/groups etc. I feel more security options would help, such that we could have our Agents, internal customers, and external customers able to view the tickets. If we could customise this it would be great. The new pop ups asking me if I want to go to New York! Review Source Colby S. Director of IT Hospital & Health Care Used the software for: 1-2 years ### "Good Software with integration options" October 22, 2019 5.0 I've had a positive experience thus far. Any issues/questions I've had were answered quickly by support. Pros easy to use good looking scalable options with different plans reasonable price easy to implement a lot of features, even at the free level Cons There isn't a lot I didn't like, for the price I think it is the best option out there. They offer a lot of connected services, such as fresh chat, and fresh ping. However, they currently don't offer an integration with remote management software. This added feature would be helpful Review Source DF Don F. Lean Engineer Information Technology and Services Used the software for: 6-12 months ### "Freshdesk Support" May 21, 2021 5.0 I've been using it for 6 years and I'm very happy with it. And, each time I have contacted support, the assigned tech has been extremely helpful in resolving my issue. Pros Ease of use for my team and my customers. I can easily activate new employees and customer. Each time I have provided an overview of the application to my customer, they have found it to be very easy to use because all of the necessary fields are implemented. I also like the search function of the tool. Cons None. I have been extremely satisfied with the application. Reason for choosing Freshdesk Superior product and east of use. Review Source MM Michael M. Primary/Secondary Education Used the software for: ### "Very impressed" December 12, 2014 4.5 Pros I love using Freshdesk. We evaluated 3 top-tier customer support management system products to manage our complex array of products and Freshdesk was the clear winner on functionality and price. While it's true, one of the contenders could have met our needs a tiny bit better. The price tag was 8x higher than Freshdesk. That's not a joke. From the moment I saw Freshdesk, I loved the simplistic design of the site. It reflects how they do all of their development. Features are added gracefully and in ways I don't always expect. For example, we had major problems with multiple agents working on the same ticket. Freshdesk added a very simple indicator that shows icons detailing that someone else is looking at that same ticket. It's very subtle, but very effective. All of their features are focused on high-usability, without cluttering the screen with additional controls. It reminds me of how Apple does UI. It's simple and elegant. Cons While it has a great deal of flexibility, there are some things that an off-the-shelf product will never deliver. We have a laundry list of things we would love to see in the product, but it seems the development direction is going off in a different direction. We have solved a lot of problems using their development API, but now we have a decent-sized code base that requires maintenance and attention, from time to time. The other thing that has been difficult is the Freshdesk follows a typical customer support model where agents might be encouraged to compete with each other. That's not a philosophy we believe in, in our environment. It's not that big of a deal, but we would prefer if all of the agent comparisons were kept hidden. It would prevent agents from cherry-picking the easy tickets to get their numbers up. Review Source FM Farah M. Manager Outsourcing/Offshoring Used the software for: 2+ years ### "Efficient & Effective" June 28, 2021 5.0 Good for ticketing. Does the job. Easy to setup. Gr8 Customer Service team. Pros easy to use, easy to setup, cost effective Cons Reporting can be improved, especially for omni channel Integrations are weak. Needs big time improvement here, to have inbuild features rather than using 3rd party. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Price, Functionality, CS Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk is a rip off. Terrible Customer service Review Source EC Edward C. Team Lead Computer Networking Used the software for: 2+ years ### "Freshdesk - An Ultimate and All round CRM solution for the enterprise" May 25, 2021 5.0 Pros The knowledge based and the automation features are the most useful. They help our help portal stand out. Cons More Video Documentation which could be inbuilt to help the admin and also the ability to manage video content better on knowledge base portal Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshdesk Pricing and features were the driving factor. Review Source VR Verified Reviewer Chief Information Officer Hospital & Health Care Used the software for: 2+ years ### "Saved My Business" January 17, 2019 5.0 Very solid product and loving the product development. Pros This product saved my business but decluttering my email account with all support tickets and help me keep staff accountable for business that came in. One transitioned fully, my business cannot live without it. Cons Did not like having to find all of the options where they didn't seem like they would be. Review Source VR Verified Reviewer Technology Service Support Manager Information Technology and Services Used the software for: 2+ years ### "Great work order system" March 7, 2019 4.0 Pros Freshdesk is a great way for teams to stay organized and disperse job responsibilities in a ticket form. I really like that I can set service level agreements. Cons I have run into some technical issues, but nothing that their support system wasn't able to help me with. I also hate the new mint look. The older version was much more user friendly. Review Source Ryan G. Owner Used the software for: 2+ years ### "We started using FreshDesk when we launched our software and have never looked for another solution." July 5, 2018 5.0 Pros The support is amazing, anytime we need anything they are available to help quickly and with detailed replies. Cons I can't really find anything that I would need in support software that FreshDesk does not offer. There are always a few features that we wish every software tool had, but we have been able to do everything we need with this tool. Review Source Silas M. CEO Information Technology and Services Used the software for: I used a free trial ### "Melhor HelpDesk" December 10, 2022 5.0 Pros Até o momento está sendo o melhor help desk que já testei, interface limpa, ajudou bastante na entrega de tickets e soluções de problemas ao suporte com o cliente. Cons Preço, poderia ter a plataforma completa com algum plano gratuito. Review Source FP Fazal P. Engineer Construction Used the software for: Less than 6 months ### "Fresh desk" October 2, 2023 4.0 Pros Excellent and easy to use support software,Makes customer support tickets easier to keep track of. Cons Not feasible for small types of business Review Source AP Alexandria P. Freelancer Computer Software Used the software for: 1-2 years ### "Excellent Ticketing System" July 14, 2022 5.0 Excellent software for ticketing services and it is a better option than emailing support questions and providing feedback. It is very quick and efficient. Pros This software offers a wide range of features that proved essential and helped to improve customer experience. It was very easy to use and tasks were able to be done quickly and efficiently. Cons The upgrades were too expensive in my opinion and spam emails from Freshdesk did not filter out automatically. Review Source PC Peter C. CEO Broadcast Media Used the software for: 1-2 years ### "Fantastic customer support tool" June 30, 2023 5.0 Pros Fantastic customer support tool. easy to use Cons none. Review Source John T. IT Director Warehousing Used the software for: 6-12 months ### "Highly Questionable Billing Practices - Nearly Unreachable Billing Support" March 11, 2021 1.0 Will never work with this company again. The access to account change options are locked into communicating with the billing support team and I went over 3 months trying to make changes to our account. With their continued lack of responsiveness we cancelled our account after using the service for about a year. They tried to bill us for another whole year at the full amount and we had to fight the charge with our credit card company. Its crazy. I'd recommend you choose another service and save the headache. Pros The interface was clean and easy to view, well designed layout. Cons The support and contact system for Freshworks/Freshdesk is as bad as it gets. Review Source Shae J. Human Resources Director Computer Software Used the software for: 6-12 months ### "Take Your Customer Service and Analytics to the Next Level" December 14, 2018 5.0 Pros The richness in features is vast. In demoing a multitude of products, it offered the richest features at the lowest price point. I love the ability to have the knowledge base integrated with chat and ticketing in such a way that clients are prompted with a solution. This reduces inbounds while getting clients the assistance they need faster. I also like the automated workflows that will alert a manager when a case is escalated due to no resolution, being open a certain amount of time as well as other factors. Cons As mentioned, the solution is rich in features, we were even able to integrate with our existing CRM, so no complaints on our end. Review Source Jason P. Director Of Technical Services Computer Software Used the software for: 2+ years ### "Very Useful Helpdesk Application" September 24, 2018 4.0 We use FreshDesk for Helpdesk and support call processing to our Customer Base which is over 2,500 customers in the USA. Overall we love the product and it has helpd us create and maintain a much more efficient support team and process for our customers. Pros My favorite functionality of FreshDesk is the ability to track call volume by product we support and ticket type as well as different groups and sources. Cons I wish the Mobile App allowed for reports and the user interface on the Mobile App was more flexible. I also wish the Customer/Company info would sync with our CRM which is Sugar CRM. Review Source pM peter M. Director Mining & Metals Used the software for: Less than 6 months ### "Straight Forward" July 29, 2022 5.0 We use it now as a first option. Once the ticket is created the down line must be responded to which gives us both a tracking from the problem but also to the resolution. Highly recommended by us for businesses who have a lot of their operations conducted out of an office. A tremendous tool in tracking any Health and Safety issues which allows us to rectify any potential threats to our staff. Pros The ability to allocate an issue and then to know via feedback that an issue has been resolved are two most important factors for our business. Allows management to set aside quickly anything that has been resolved without the need for double checking which can lead to micro management.....something we aim to avoid in our business. Cons We have found nothing to not like at this time. Reason for choosing Freshdesk Recommended by a business colleague Review Source Manas T. Customer success executive Consumer Services Used the software for: 1-2 years ### "Great Product and excellent support" July 6, 2019 5.0 The overall experience has been amazing be it in terms of mail sorting, reports, providing a timely response to users and automation being one of the most rewarding USP's of the software. Would highly recommend this software to organisations looking for a easy to operate and budget friendly, highly supportive software. Pros The amazing features of the software being Flawless execution and highly interactive UI makes it a piece of cake to operate and sort data. Cons Mostly need to explore the software in the beginning but once you are hands on its highly easy to operate. Review Source MA Maria A. Data Scientist Airlines/Aviation Used the software for: 6-12 months ### "Excellent Support Tool with Room for Improvement" April 3, 2023 4.0 Pros I've been using Freshdesk for quite some time now, and I must say I'm impressed by its ease of use and seamless integration with other tools. Cons I've encountered some issues with Freshdesk. I find the reporting tools to be somewhat limited, which makes it difficult for me to track my team's performance and identify areas for improvement. Review Source VR Verified Reviewer Cloud Deployemnt Engineer Computer Software Used the software for: 2+ years ### "One Stop for Support Ticketing Support" November 27, 2018 5.0 The purpose behind opting for freshdesk is that we wanted agent friendly application which customers too can easily view and freshdesk served that purpose Pros Not much complexity for new person to use, All he got to do is just go through it and learn it. Lots of features available which are very much a necessity Cons The new UI Takes a bit of time in filters to open the page etc. Review Source IS Ian S. GM Computer Software Used the software for: 1-2 years ### "A great easy to use tool" August 8, 2023 4.0 A very good entry point with a lot of features and a robust marketplace. Pros Ease of use - very simple to set up and a great price point. Cons I wish it had stronger integrations to channels like Facebook and instagram. We have to use plugins for these that are not very strong. Additionally I wish it had more customization on the CSAT. Lastly - the charts on the mobile app are not very usable as you can't save filters and to change filters on mobile is almost impossible. Review Source Yeprem A. Systems administrator Information Technology and Services Used the software for: 1-2 years ### "So responsive you'll think someone replied for you." April 24, 2020 5.0 Pros Clean UI. Many settings but well organized so everything is easy to find. Extremely responsive. Tickets are generated quickly and modifications are saved instantly. Cons I can't say that I've run into something that I haven't been happy with. Switched from [ScreenConnect](https://www.capterra.com/p/147830/ScreenConnect/) Extremely slow UX. It was very frustrating to use. Review Source NC Nitish C. Manager Arts and Crafts Used the software for: Less than 6 months ### "Review and feedback " September 10, 2023 4.0 Pros This can help the client or stoner coordinate and get answers to lovely kinds of questions by checking the framework. It is a helpful, user-friendly programme that helps with the classification of numerous, diverse, and colourful forms of enquiries. We are able to supply several indicators and contaminations to characterise the client's or stoner's enquiries. We can make greater use of a range of colourful contaminants. The device was simple to develop, and the task was actually quite simple to carry out. Freshdesk has proven to be incredibly strong in a range of ticket creation, discussion, and robotization scenarios. Cons Response Time period: in certain cases, the consumer support's delayed response times have an impact on how quickly urgent problems are fixed. Review Source ES Eric S. IT Manager Telecommunications Used the software for: 6-12 months ### "Get those tickets out fast" June 16, 2021 5.0 Very nice tool thats easy to use and simplifies it for my team on scheduling and callbacks to the customers that require help. Great ticketing software for IT. Pros Its easy to use and works well with Microsoft Teams when collaborating with my environment. I can have users start up tickets and which progression by my team Cons Software sometimes gives me issue with missing tickets or deleted tickets that go into the abyss but this could be more user related. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Talk to a Capterra advisor for free and get results within 15 minutes.