# Page 40 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 40 - Is Freshdesk the right Knowledge Management solution for you? Explore 3434 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 (3434) 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 40 - Reviews of Freshdesk ## Showing most helpful reviews Showing 976-1000 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Juan Carlos N. IT Support Music Used the software for: 6-12 months ### "A good platform to manage incidents with customers" September 13, 2018 4.0 Overall experience is great, we have our customer support portal and we use to provide help to our customers and also to attend any need they have regarding the service we provide to them. Pros is mostly intuitive and provides most of the options you might need to manage your own portal. What I like the most and, in my honest opinion, is the key for Freshdesk success is the support they provide not only for managers, but for standard users. Top quality support indeed. Cons There are some options regarding admin panel that could be improved, for example the creation of dispatcher' and observer' rules, its not very intuitive but still you can manage to figure it out, and also you have the good support to users. Review Source Anant M. Manager Information Services Used the software for: Less than 6 months ### "Freshdesk really does do the job of serving your clients!" May 20, 2020 4.0 has been implemented as our clients customer service providing solution. It has worked for us since 6 months (on the free plan). We love the service and highly recommend it! Pros \- The first thing we love at BitRotor is that the whole software is cloud based. Absolutely minimal effect in our servers. - The free plan is really attractive, it still fulfills all our needs currently. And the upgrade is just Rs 999 to start. - You can chose your data center location. Its really important for customer service, speed and latency. - All customers are satisfied, never had any complaint against this software. - Our team can get real time information and then solve the problems of our clients. - The interface is really simple at both the front end and back end. Cons \- When we took the demo before implementing the software,we did face some issues with communication and glitches. - Open source alternatives are getting better and lighter. It has started to getting bloated. - The popup feature gets annoying for some visitors, it can be made more subtle. Review Source VR Verified Reviewer Team Lead Hospital & Health Care Used the software for: 2+ years ### "I like this tool!" July 9, 2022 5.0 Pros We use it basically for customer support purposes. The platform works very well in managing email ticketing and live chat support. It's simple to use. Cons Advanced reporting tools require bit of a time to understand and learn. Cost is on the higher side. Review Source Rono K. Web Developer Computer Software Used the software for: I used a free trial ### "Freshdesk is easily one of the best customer support application around! " May 20, 2023 4.0 has improved how I provide customer service, this has increased productivity from my side. Pros What I like the most about Freshdask is its automated ticketing system, good job on that. Cons I feel like the 's user interface can be a bit difficult to navigate. Review Source LG Liborio G. Support Consultant Information Technology and Services Used the software for: 2+ years ### "Maybe ok for short term first level support" May 20, 2019 2.0 Bad > Worse > Worst > long time nothing > support (I did never have worse support in my life) > freshworks customer relationship management Pros It is easy to learn the usage of the software. High flexibility to administer your own fields. Rules monitoring the tickets and adjusting as predefined. Cheap. Cons No constructive Parent-Child functionality. Tickets with long duration are absolutely confusing - no possibility of marking important notes. Private - public functionality is senseless (no option of changing). A lot of bugs. A lot of needed functions missing. Tool produces a lot of spam, which can't be stopped. Merging tickets is not constructive, information gets lost. New surface is a complete disaster. No follow-up functionality. Tool is only in parts multi lingual. Review Source Andrigo F. Support Analist Information Technology and Services Used the software for: 6-12 months ### "Amazing Help Desk Software!" June 30, 2022 5.0 Amazing. I truly recommend for everyone. Pros I've been using on my company and since then, i noticed some increase in productivity on my team. Very good helpdesk software and very easy to implement. Cons I think they should improve the UI a little. Review Source David O. Director of Technology Education Management Used the software for: 1-2 years ### "Easy to use product, quick support, good value" July 9, 2018 5.0 Easy to use for tech team and for end users. Supports SAML for easy logons by users. Pros Fresh Desk is easy to use but still has the features that we need. For a fairly small team, having a product that is simple but still does what we want is important. The online chat support has always been quick and helpful. The product is a good value. Cons They have different license levels based on your needs, it might be nice to be able to choose specific functions to add to your license cheaply without needing to upgrade to the next level. Review Source PKP Prasanta Kumar P. Founder Retail Used the software for: 2+ years ### "Best Customer Support, Knowledge Base and Automation Tools, you must have it for your business." September 21, 2022 5.0 It is an excellent tool I have seen in my life. You must have this software to give better customer service and make an efficient customer support team. Pros Suppose anyone filled up the contact us form or sent an email directly to the registered email. In that case, the customer support ticket will allot automatically and let the customer have the same access. Against this ticket, we will resolve the queries quickly and smoothly. Cons Lack of proper SEO options, the contents of the knowledge base will not be visible on Google quickly. It takes more time to be visible on the search Engine. Review Source David I. ERP Project Manager Information Services Used the software for: 2+ years ### "Easy to use and good value for money " November 13, 2018 5.0 I’m managing help for SaaS product Pros It’s very easy to use, the support team answer very fast and they are willing to help. The iOS app is very well done, and cherry on the cakes it’s cheaper than competitors (I was using zen desk before) Cons Well they redo a complete new frontend, for me it’s a “plus” but some people maybe get lost. Anyway you can still use the old one. Review Source Ovando G. Administrativo Business Supplies and Equipment Used the software for: 6-12 months ### "Aplicación de escritorio excelente " October 18, 2023 5.0 Es una aplicación muy excelente ya que mi escritorio es más organizado y sintetizado las cuentas contables están ala orden y con una segmentación precisa . Es una aplicación con cronogramas contables muy buenos que me permiten las metas de mi trabajo. Recomiendo mucho esta aplicación Pros Es una aplicación magnífica que organiza mi trabajo contable y sea más eficiente y detallado en la empresa . Cons No hay contras es una aplicación ordenada y confiable. Review Source EK Elmare K. Administration Retail Used the software for: 1-2 years ### "Freshdesk review" December 16, 2023 5.0 Pros Easy to use. Overall experience fantastic. Easy setup Cons Attaching images bit difficult. Email notifications to much please reduce Review Source Luan C. Commercial Director Airlines/Aviation Used the software for: 1-2 years ### "An Easy to Use Project Management Package" November 12, 2018 5.0 The implementation of helped our team to better manage our day to day tasks and track our progress. It not only facilitated a better and more efficient interaction with our customers, but also helped us tracking our performance and improve our services. Pros The platform is extremely easy to use Project Management package requiring almost zero training. Cons The implementation of the Mint platform included a significantly different layout, which required a couple of hours from each of our team members for the transition. However, we do recognize its improvements. Review Source OC Orlagh C. Servidesk Consultant Computer Software Used the software for: 2+ years ### "daily use" November 27, 2019 4.0 My overall experiance is positive, the contact with /works is shwift Pros I like that it is simple to make reports on the different kind of customer contact moments. And the abillity to see in one go all the contact moments of a specific customer, be it as a individual or across the whole company. Cons It is a bit of a hassel to fill out the customer details, you have to be finished with a call to edit the customer details Reason for choosing Freshdesk was not involved in the purchase Switched from [BaseNet](https://www.capterra.com/p/196696/BaseNet/) the amount of contact moments was going up and needed to be able to make better repoprts Review Source SU Sachin U. Manager Legal Services Used the software for: 1-2 years ### "Software making the life easy for the businesses" February 9, 2023 5.0 Overall the software if very good. Saves time. Easy Interface, Vibrant Colour, Less Glitches, Easy to use Pros This software is really helping businesses to get connected with its customer. It helps to resolve the issue in the reasonable time. Easy Interface, Vibrant Colour, Less Glitches, Easy to use Cons Company needs to work on software to be less glitch free in less data connection Review Source VR Verified Reviewer Technical Support Specialist Computer Software Used the software for: 6-12 months ### "Friendly to the beginner but powerful to the seasoned admin" January 15, 2019 4.0 It took some time to configure to our liking and customize all categories and filters, but once that was done it became a joy to work with. Pros You can apply filters to any incoming ticket, based on many factors. You can also make it scan your tickets for updates and automate further actions. You can customize categories and properties It even has plenty of plug-ins to connect to other networks. The Slack bot is really helpful for example. Also, their fully detailed analytics are very much welcome and useful! Cons There are some less intuitive filters for categorizing and logic to whether to show or not sub-categories. Might get tricky to get it working for you if you have very special needs. Review Source Kevin J. Lead IT Project Manager Used the software for: 2+ years ### "Quick answer, fast action." June 22, 2018 5.0 Centralization of the support. A place to follow everything. Pros His core business. The management of my clients' tickets. See my delay, follow the resolutions, collect the opinions of my customers, manage priorities, all in one interface. Cons Very little. The api that could be improved. The improvement of HTTPS. For the interface, the MINT version corrects the old faults. Review Source CK Caroline K. Client Support Specialist Research Used the software for: 1-2 years ### "Daily User" November 21, 2019 4.0 Overall, I am a huge promoter of the product in my office. I think it's a helpful tool for us to stay on top of our tickets. Pros I like how easy it is to create a ticket. New tickets are automatically created when our clients email Support@secondmeasure.com. Cons Not all our tickets can be resolved within a few hours, or even days, and I wish there were different features to accommodate longer-term tickets. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We didn't want a new email for tickets. Switched from [YouTrack](https://www.capterra.com/p/123548/YouTrack/) YouTrack is still being used in our company, but it's more for engineers. Review Source 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 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 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 '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 . 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 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. 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