# Page 5 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 5 - Is Freshdesk the right Knowledge Management solution for you? Explore 3415 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 (3415) 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 14th, 2026 # Page 5 - Reviews of Freshdesk ## Showing most helpful reviews Showing 101-125 of 3415 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SA Sadiq A. Senior Partner Management Consulting Used the software for: 2+ years ### "Robust Zendesk Suite Alternative that I Highly Trust" October 21, 2024 4.0 Pros Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly. Cons I slightly dislike that Freshdesk is cloud-based and always require internet connection to use. Review Source VR Verified Reviewer Web Developer Marketing and Advertising Used the software for: 6-12 months ### "Freshdesk for tech support" November 24, 2024 4.0 Pros Its a great platform to manage the client tickets and messages. It has built in option to reply back to client incidents as a tech support. Cons The ticket status management is not efficient. Sometimes you can pile up a huge list of tickets which are irrelevant and stay as open. Review Source AS Allan S. PRoject Manager Telecommunications Used the software for: 1-2 years ### "Look out. They are increasing prices." November 20, 2024 2.0 Product is actually ok, look into pricing! Pros The product is ok, but suddenly they change the price with a huge increase! Cons Huge price increase suddenly. HAving used the product for years they suddenly increase the price over 50%! Review Source DM Deborah M. Administrative Assistant Non-Profit Organization Management Used the software for: Less than 6 months ### "Freshdesk is Phenomenal" December 5, 2024 4.0 Freshdesk is amazing for your customer support needs! Pros Quick, Easy Setup, Phenomenal Customer Support. The end is endless with Freshdesk Cons Can be a little pricey. BUT WELL WORTH IT! Review Source SS Samantha S. Kundenservice Information Technology and Services Used the software for: 6-12 months ### "Gute Helpdesk-Lösung " November 19, 2024 5.0 Pros Die Verwaltung von Anfragen aus verschiedenen Kanälen wie E-Mail, Telefon, Chat und sozialen Medien in einer einzigen Plattform. Auch die Verknüpfung mit CRM-Systemen funktioniert sehr leicht! Cons Die Benutzeroberfläche könnte weiter ausgebaut werden in Bezug auf die Anpassungsmöglichkeiten. Ansonsten ist die Software für den täglichen Gebrauch super nützlich. Review Source MC Macaulley C. IT systems administrator Insurance Used the software for: 2+ years ### "Great service for use within small companies. " September 19, 2024 5.0 Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions Pros Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with Cons there is some limitations of the free plan. not major for our company Review Source GK Gokul K. Consultant Consumer Services Used the software for: Less than 6 months ### "An efficient answer for advanced ticketing with powerful features" January 30, 2025 4.0 I have used Freshdesk with great success, focusing on product support and I would 100% recommend it for that. Nowadays a few of our clients use it in the MSP space and it is great for analytics and ease of configuration. But it doesn’t integrate with a lot of the other tools, which can be improved. Pros It's a great solution for advanced ticketing, automated workflows, and omnichannel support. This has made team collaborations easy while working on customer issues. The interface is very user-friendly, and our teams have found it easy to get started quickly too. Cons There are areas where Freshdesk falls short, particularly in terms of billing and project management. It could also be better integrated with other tools. And finally, the reporting features could be more customizable as well. Review Source tB tonya B. housekeeping supervisor Hospital & Health Care Used the software for: 6-12 months ### "good for what it is" December 6, 2024 3.0 overall for what it is it is a good product. Pros Smooth controls and operations. Works quickly Cons It doesn't offer all the functionalities that are needed Review Source AL Alexander L. Found and CEO Computer & Network Security Used the software for: 6-12 months ### "Flexibility and accessible " February 3, 2025 5.0 It is a user-friendly interface and has flexibility scalability features Pros Its best in online tracking and its s Security system software is maverick Cons I haven't got any problem with it form start Review Source AP Adam P. Systems Billing Developer Telecommunications Used the software for: 6-12 months ### "Freshdesk is a perfectly acceptable ticketing system" October 14, 2024 3.0 Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities Pros Interface resizes nicely for screen sharing Cons Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed Review Source TK Thorsten K. Chief of office of Airworthiness Airlines/Aviation Used the software for: 6-12 months ### "Help desk and simple call center " January 6, 2025 4.0 Freshdesk notifies the team on updates on the account. Pros Freshdesk is easy to create and set automatic responses to incoming emails which keeps clients engaged and waiting for final response from support team. Cons It sometimes slow down and resumes later. Review Source OK Oliver K. Key Account Manager Telecommunications Used the software for: 1-2 years ### "Einfache Handhabung, gutes Mailingtool" November 11, 2024 4.0 Einfache Handhabung... Tickets lassen sich einfach bearbeiten Pros Angenehmes Mailingtool, welches auf Ticketbasis funktioniert Cons Teils unübersichtlich, weil Mails im Verlauf doppelt angezeigt werden und nicht schön der Verlauf dargestellt ist Review Source Harry G. Head of Creative Information Technology and Services Used the software for: 2+ years ### "A great support platform for ensuring client success" August 29, 2024 4.0 A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful. Pros It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active. Cons It's UI is a little outdated, but it looks like they're improving that constantly. Review Source SJ Sam J. Office Administrator Utilities Used the software for: 1-2 years ### "Makes Communicating Easy!" September 13, 2024 5.0 Overall, I enjoy using Freshdesk and I will continue to be using it for the benefit of my team. It does help them to be more efficient and communicative with the customers, as well as with their team members. It also makes communication with our customers easier and more enjoyable for them. Pros I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient. Cons I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue. Review Source SM Saurabh M. Student success team Education Management Used the software for: 1-2 years ### "Fresh desk review " November 13, 2024 5.0 Pros To solve the query of coustomer in a good way and proper data. Cons Some time when I want to use subtype with multiple option it will be difficult. Review Source NH Nico H. Geschäftsführer Information Technology and Services Used the software for: 2+ years ### "Klasse CX Lösung mit tollen Erweiterungen" September 3, 2024 5.0 Klasse Lösung für Service-Center die v.a. mit externen Kunden / Stakeholdern zu tun haben Pros Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt. Cons Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Features, Support, Preis und Partner-Netzwerk Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Preis und Funktionalitäten - wir hatten neue Anforderungen. Review Source PA Priscial A. Customer Service Retail Used the software for: 2+ years ### "Poor customer service " August 26, 2024 4.0 Terrible customer service, negated all our communication and own us credits. Pros The system and set up is good. Easy to use. Cons We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues. Review Source SC Stefano C. Marketing manager Business Supplies and Equipment Used the software for: Less than 6 months ### "A powerful and easy to use help desk platform, with good reporting features" November 10, 2024 4.0 After several months of using Freshdesk I can confirm that it's a powerful and user-friendly solution for ticketing and customer support. Entry-level plans are affordable but costs can grew quickly in higher-tier plans, if you need advanced features like custom reporting and better automations. Pros Good reporting features, intuitive user interface and easy setup. Cons Occasionally when generating large reports it could lag or freeze. Automations are good but somewhat basic compared to other platforms. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Freshdesk Limited reporting options compared to competitors Review Source OB Olfa B. Chef de département Consumer Electronics Used the software for: Less than 6 months ### "Efficace et intuitif, mais perfectible" February 6, 2025 4.0 Pros Interface intuitive, gestion efficace des tickets, bonne intégration avec d'autres outils Cons Quelques lenteurs occasionnelles, certaines fonctionnalités avancées nécessitent un plan payant Switched from [Pipedrive](https://www.capterra.com/p/132666/Pipedrive/)[Brevo](https://www.capterra.com/p/132996/brevo/)[SkuVault Core](https://www.capterra.com/p/139964/SkuVault/) Les logiciels précédents ne répondaient pas totalement à mes besoins Review Source MA Miriam A. Administrator Education Management Used the software for: I used a free trial ### "Excellent AI powered platform " April 10, 2026 5.0 Pros AI powered modern management platform to track website visitors, easy to use and has chat function embedded Cons Was using a free trial. The full membership cost seemed high but I could be convinced with a yearly subscription discount Review Source SH Sana H. Developper Program Development Used the software for: Less than 6 months ### "Une solution simple et économique pour améliorer votre service client" January 22, 2025 4.0 Pros Permet aux clients d'accéder à des articles d'aide pour résoudre leurs problèmes en autonomie Cons Moins de flexibilité dans la personnalisation des interfaces et des fonctionnalités avancées Review Source KG Kandra G. Reviewer Computer Software Used the software for: 1-2 years ### "Freshdesk " September 13, 2024 5.0 Freshdesk is a cloud-based client care programming that assists organizations with offering easy support across each client touchpoint. Freshdesk enables organizations to screen client discussions across email, telephone, visit, web-based entertainment and texting, further develop specialist efficiency with savvy robotizations, convey self-administration encounters with simulated intelligence chatbots and marked help communities, and screen key execution measurements with strong examination. Pros Extremely valuable for client assistance specialists. With the assistance of Freshdesk, I had the option to offer extraordinary client support to the clients who gave us great organization appraisals. Cons Very good quality logical elements just in beta variant Review Source IJ Isaac J. Director Education Management Used the software for: 6-12 months ### "Turn of "Autorenew" or they will overcharge you!" October 10, 2024 5.0 Overall, it is an OK company, but their payment policy is terrible and I can't recommend them at all unless you're ready to be overcharged and lose money. Pros Fresh desk was a useful platform for customer service for 2,000 people for our project. It was easy to use and follow up with. Cons Fresh desk has a policy that once your subscription has started it cannot be cancelled. We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. Big waste of money! Review Source KP Kristian P. chief alltiallo Real Estate Used the software for: Less than 6 months ### "Helping me helping my customers" December 4, 2024 4.0 easy to use, the customer likes it also. Pros the price of the product and easy to set up, Cons had a hard time adding the billing information, but worked out eventually Review Source YA Yuri A. General Manager Computer Software Used the software for: 2+ years ### "A Great CSS" September 3, 2024 5.0 My experience is very positive, with no lag, great versatility, and performs perfectly for our needs. Pros It has many useful functionalities and great analytics. Flawless for keeping track of tickets and staff members' performance. Cons The cons are very few and not worth mentioning. We had minor outages in the past which is normal with any kind of software. 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.