# Page 49 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 49 - Is Freshdesk the right Knowledge Management solution for you? Explore 3440 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 (3440) 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 49 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1201-1225 of 3440 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PS Premnath S. Customer Experience Banking Used the software for: 1-2 years ### "Awesome " April 14, 2023 5.0 sending mails to customers Pros Easy to use. Easy way to solve issues with customers Cons Nothing as such. Everything was great in Review Source GM Gilbert M. QA Manager Financial Services Used the software for: 1-2 years ### "Effective customer support system" December 17, 2019 4.0 We deal with multiple insurers, and for us to be able to service all the clients we placed with about 17 of these insurers is a whole lot of work, but with we easily manage this, and effectively satisfy our clients request, disputes and escalation resolution through a ticketing service, while using the same tool as a BI reporting tool with the fabulous dashboards, and we easily export these reports into google presentation or power point presentation, as well as into excel sheets. Pros The effectiveness, the reporting tools that are already embedded onto the system. The canned responses, the ability to be rated by customers, the email notifications keeps that makes ones job easier, you can never forget a clients request, until a ticket is properly closed. it\`s awesome. Cons User interface, i believe you can make it better, and label the icons perhaps. Review Source CG Chantel G. Merchandising Coordinator Retail Used the software for: 1-2 years ### "Valuable Tool" June 21, 2019 5.0 Stress reliever: It was hard for me to remember everything and then disperse the information to the right people on my team. Now they can access the information themselves without relying on me remembering or being there to tell them what the request was. Also the support was excellent, I needed some assistance and I worked with the same person through the whole process, which was great!! She followed up with me until my problem was resolved!! Pros I am able to organize the requests our department gets and prioritize their urgency, delegate and respond easily. It allows us to filter our requests, before we would get requests verbally, through e-mails, notes and so forth. Cons I don't have any feedback about this currently Reason for choosing Freshdesk Word of mouth:My co-workers were using it in another department and liked it. So I thought I'd give it a try! Review Source VR Verified Reviewer Software Quality Control Engineer Computer Software Used the software for: 1-2 years ### "Very nice UI to manage all your customer tickets" November 26, 2018 5.0 Pros The UI is really user friendly and allow you to filter tickets on various criteria. Enables user to quickly address issues and maintain a nice workflow for customer tickets. Supports an online agent. Cons There is no way to reply a customer who didn't initially file ticket. You can CC a reply but can not change to field. This is sometimes required in big companies. Review Source VR Verified Reviewer Volunteer Hospital & Health Care Used the software for: 6-12 months ### "Great Helpdesk Software" October 1, 2020 4.0 Pros Easy of use Covered most of our use-cases Easily customisable. Cons The ticket forms are less flexible. Custom apps are not that powerful Review Source VR Verified Reviewer Director of Marketing Facilities Services Used the software for: 2+ years ### "GameChanger for the software team!" May 2, 2019 5.0 Pros The free version was enough to help shape our team's priority lists and improve communication. Super user-friendly for all involved! Cons I love and don't have any cons. I can't imagine life without it! Review Source VR Verified Reviewer Operations and Support Facilities Services Used the software for: 1-2 years ### "Value for money" May 4, 2020 4.0 Pros 1\. It is easy to use 2. Automated features 3. Also, the customer support team is one of the best. They pick up my chat immediately and help me with the resolution as soon as possible. Most of the time they take maximum 5 few minutes only to solve the issue Cons the Follow-up feature is not available. So sometimes the tickets are open for a longer period of time. Review Source APE Angelo Paulo E. Supervisor of Customer success Health, Wellness and Fitness Used the software for: Less than 6 months ### "Freshdesk user" September 27, 2023 4.0 Overall, is cost efficient and comparable to more expensive CRM platforms. It's good for small to medium businesses. Pros is user friendly and the design is easy to understand. I like that it's integrated to Shopify and it has a widget that shows a summary of Shopify orders. I also like the to-do functionality that allows me to go back to tickets that's pending in process. Cons I think the font size can be adjusted to be larger. I'm also having a hard time highlighting text because the font is small. Review Source VA Vik A. Project Manager Industrial Automation Used the software for: 2+ years ### "Freshdesk helps us provide timely & quality support to our customers" May 21, 2019 4.0 helps us keep track of issues, complaints, questions, even requests for quotes. Our agents can refer to old tickets where similar issues had been reported to see how they were resolved. We have posted white papers for access by our customers for self-help, which I think is a great feature. We have also done customizations for specific customers/projects to help organize customer support. Pros Easy to use & simplistic interface. All the different menu options are organized well & easy to find. Customizations provided in Ticket Fields is very useful. Cons Bulk actions can be dangerous. Even if you set mandatory ticket fields, bulk action can bypass that, and there is no Undo. Review Source VR Verified Reviewer Consultant Information Technology and Services Used the software for: 1-2 years ### "Easy to setup, easy to use, and lots of features" August 28, 2018 5.0 Pros Love the ability to customize outgoing communications, the ease of use for the admin users. Love the ability to create knowledge base articles to make self-service for my end-users even easier. Cons There is not much to dislike. Having used it for over a year, I just love being able to keep my customers happy by providing them with a platform to manage tickets. Review Source EN Emilia N. Communications Coordinator Public Relations and Communications Used the software for: 6-12 months ### "Good software for customer service" September 4, 2022 5.0 Overall experience is very good. is very simple and easy to use. Pros The software is straightforward to use and easy to learn. This software is perfect for simple customer service. I like the feature that shows data from the calls. I had goals for the length of the calls, so it was easy to track them through this feature. Cons It would be nice to be able to answer the calls yourself by pressing a button so that the call does not start by accident. Review Source VR Verified Reviewer city Manager Retail Used the software for: 6-12 months ### "Quick and fast helpdesk " February 22, 2023 5.0 In our company for any issues related to IT,HRBP, Or Finance related queries we have to raise ticket in . it will assign to particular department and person will assigned to that concern we raised. and track the work done. Pros for every query we have a ticket is being assigned Cons it take time to close the ticket as same ticket id is rolled out among otherexecutive. Review Source CB Conrad B. Quality assurance engineer Information Technology and Services Used the software for: 1-2 years ### "Live chat and email genius" May 5, 2022 4.0 Pros Online chat and email management to provide customer and candidate support Cons The reporting seemed a little convoluted and not as user friendly as the pros of online chat and emails Review Source Mohammed E. I.T. Engineer | Group I.T. Department Head Investment Management Used the software for: 2+ years ### "The best help desk in the market" October 29, 2018 4.0 Pros It is if not the best help desk in the market definitely one of the best. UI is very intuitive and easy to use. Cons Not a big fan of the new MINT experience. I was truly sad that they 'forced' us to use it. Review Source dK daniel K. process Engineer / Customer Care guru Apparel & Fashion Used the software for: Less than 6 months ### "freshdesk" January 6, 2020 4.0 great experience and we will continue to use it for now Pros the team inbox made our daily work a lot easier. The way we can distribute tickets among the team is great. All the statistic features are great and very easy to set up. Many helpfull features like the knowledge database, the automation option and the overall set up which is extremly easy to customize and set up the way you need it. Cons some missing features like the option to automatically close a ticket when i answered it. The fact that it is a software for many and not customized for us personally - this means even if we need a feature it will not be done as the ysoftware was or is not designed for us alone. Compared to the way we work with our online store software developer that's a step back but of course i understand why this is and the support is great nonetheless Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Front](https://www.capterra.com/p/132901/Front/)[Hiver](https://www.capterra.com/p/142975/Hiver/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Freshdesk was a all in one package while the others missed one or the other features (for example no Facebook integration or no knowledge database) Review Source MC Maor C. IT Manager Airlines/Aviation Used the software for: 1-2 years ### "Review on Freshdesk 2023" August 22, 2023 5.0 We had some issues before, but all good nowThe system is stable and function well Pros Fast, easy to use and quickSimple to work with Cons No in particular Seems to be easy to useWe have full access to changes methods on system Reason for choosing Freshdesk Not too expensive, fit to our organization Review Source MG Matthew G. COO Computer Software Used the software for: 1-2 years ### "Have used it since I did support myself and still use it with a team" January 12, 2016 4.5 Pros has done a great job of expanding its capabilities since I started using it over a year ago. You can tell the team behind it is passionate about making support suck less and is trying to create as many tools as they can as fast as possible to make our lives easier. They've added live chat, a mobile support sdk, and embedded widgets just recently and they're not slowing down. I've dealt with their support as well and they're fast to reply and really know how to solve problems. That said, they haven't lost touch with what I came to them for, ticketing. Freshdesk handles tickets and support team access to those like pros. Canned responses, reminders, contact Cons The UI of the admin interface is a bit dated and ugly, therefore the same with the customer portals. We don't use the portals externally, though, so it's not a huge issue for us. One issue I had due to lack of explanation within the software was that deleted contacts also block all incoming emails (auto archives) from those contacts without warning, so don't delete any! Caused a lot of confusion for a half hour until we reached their support. Review Source Paul L. Senior Product Manager Internet Used the software for: 2+ years ### "Great support system software" February 12, 2019 5.0 Pros I use to manage my knowledge base and support tickets. It's very easy to use. Cons When they switched to the new design, there are still a number of bugs and broken links in the admin interface. Review Source VR Verified Reviewer Information Security Specialist Information Technology and Services Used the software for: 1-2 years ### "Bulwarx review" October 25, 2018 5.0 As the support leader in our company , i enjoy using Fresh desk on daily basis. Pros Ease of use, mint UI is fast and useful, keyboard shortcut are awesome. Cons Sometimes inbound reply emails are submitted as new ticket instead of inserting them as reply in the correct ticket. Lack of RTL support when using Mozilla Firefox (Our company serves customers both in English + Hebrew ) Review Source Luke K. Client Success Manager Computer Software Used the software for: 2+ years ### "Keeping Things Fresh" July 16, 2019 4.0 allows me to answer client questions, escalate urgent issues and spec special builds from my Development team. Pros The ability to save and run a scenario for reoccurring tasks. Cons The mobile desktop experience is terrible! Review Source VR Verified Reviewer NetSuite & Technology Consultant Computer Software Used the software for: 6-12 months ### "Very happy with Freshdesk" November 16, 2018 5.0 Our company has been very happy since moving to . We evaluated a number of platforms and Freshdesk checked off the most boxes on our wishlist. It's easy to use and everyone loves it. Pros offers a huge number of features for a very reasonable price when compared against their competitors. Their free plan offers much more than most, and their paid plans give you all the flexibility and feature-set that you need at a fraction of the cost of alternatives. Cons I wish that they offered a CSV Import ability to bring tickets in to the system. Review Source VR Verified Reviewer Customer Service Executive Hospitality Used the software for: 2+ years ### "Excellent Product" January 2, 2020 5.0 Pros Easier to manage the tickets and organize them based on priority. Smooth navigation process. Able to find the required tickets based on key words. Cons So far, not much issues and it gets the job done. Review Source VR Verified Reviewer Solutions Engineer Computer Software Used the software for: 6-12 months ### "Customer support has been on point and the product itself is great!" June 28, 2018 5.0 I learned how to use customer management software! This was my first time interacting with a product of this sort and it's like a customized inbox of emails with extra details that help you prioritize. Pros I like the customizability of the software. You can integrate with other plugins, change the customer and agent settings, and see a bunch of different analytics at a granular level. Cons There are too many options that it makes it difficult to navigate through. This is the initial hurdle and after you are familiar with the platform, it is not bad at all! Review Source MR Masoom R. Sr Executive Sales and Research Information Technology and Services Used the software for: 2+ years ### "Amazing Customer support software I ever found...." July 3, 2019 5.0 My overall experience with is amazing, it is very easy to use and very effective Customer support software, I am using it daily and Handling all the manpower who is handling this tool. Freshdesk is very secure and amazing customer support team. Pros I like simple user interface which is very easy to use and their customer support team the most. They are very responsive and available 24\*7 to help their customers and this is amazing. I like this two thing the most. Cons There is one thing that I want to share that I dislike about it and which is this tool is a little bit expensive but I can say that it is worth to spend on it. Review Source EC Erick C. Partner Accounting Used the software for: 2+ years ### "You wont regret Freshdesk" December 3, 2019 5.0 Excelente experience. Especially Tecnicall support. It is so good and fast that when using other apps you expect at least the same response. Pros The ease of used. Depending on the plan you have, we have implemented this in our accounting firm as well as our legal firm and also in our insurance business. That is how flexible this is. Cons The different plans /Cost have change and now it is more expensive to get what I got 2 years ago. Reason for choosing Freshdesk Price back then, 2 years ago. I could do a free trial with 3 users and that gave me plenty of time to set up the company. Ease of used was also a factor. 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.