# Page 57 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 57 - Is Freshdesk the right Help Desk solution for you? Explore 3438 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 (3438) 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 57 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1401-1425 of 3438 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Manish B. Software Tester Information Technology and Services Used the software for: 1-2 years ### "Impressive Service" August 6, 2018 5.0 Simple and elegant. Really impressed with the service. Pros Easy understandable and if you stuck with anything they provide a solution. These people made my day better. Cons To be frank nothing is wrong here. In case if you face any issue you can reach their support team. Review Source VR Verified Reviewer IT Manager Education Management Used the software for: 1-2 years ### "A simple and effective helpdesk system" May 31, 2019 5.0 Adopting Freshdesk for the IT Services dept has given us a place to communicate effectively with users and also track our own internal workflow. The additional benefit has been the adoption of freshdesk by several other teams in our enterprise following the success of it in our IT Services Dept. They liked how the workflow streamlined communications and centralized jobs. Pros Freshdesk is easy to configure, scalable, and highly customizable for administrators. There are various plans with additional features that suit different enterprises sizes and budgets. Cons I don't have any real negative feedback for the software. It does everything that I need it to. I might suggest transparent pricing for Education, non-profit, etc. Review Source RM Rachit M. Senior AE Internet Used the software for: 2+ years ### "My experience with Freshdesk" November 18, 2022 5.0 Pros \- Ease of raising internal and external tickets for both my team and customers- Integration with gmail and ability to raise tickets just by looping support team's email ID Cons \- When raising tickets from gmail and multiple email IDs are in cc, sometimes it confuses the identity of ticket raiser and opens it in somebody else's name. This is a bug which can be worked upon more. Review Source SS Shivraj S. Network & System Admin Financial Services Used the software for: 2+ years ### "Good product for IT operations" May 20, 2021 5.0 Pros This was helpfull for us in managing inventories and handling customer support tickets. Cons Discovery agent for inventories not fully scanning the resources. IP restriction should be available in low cost plans also. Review Source Chris H. Team Leader Accounting Used the software for: 1-2 years ### "Good system" June 14, 2018 4.0 Pros They are constantly improving their systems. Friendly support. Good features. Lots of connections and integrations Cons The layout has been a bit of a bother. A few of the features you have to be taught how to use, meaning that it isn't always intuitive. Review Source VR Verified Reviewer Web Developer Information Technology and Services Used the software for: 1-2 years ### "Piattaforma ticket facile e pratica" January 19, 2023 4.0 Pros Facilità di utilizzo e praticità nell’utilizzo quotidiano Cons Carenza di alcune funzionalità e integrazione con altri software incompleta Review Source Krishna P. Business Analyst Used the software for: 1-2 years ### "Excellent tool to manage tickets " April 5, 2018 5.0 Pros Simple and smooth UI. Mobile app provision. Reporting options. Seamlessly syncs with many other tools. Cons Certain sync options are available in higher packages only. In reports the way of representing certain variables are bit tricky to understand Review Source AG Arnau G. Customer Service Manager Education Management Used the software for: 2+ years ### "Freshdesk " December 11, 2019 5.0 Basically we use manage up to 2000 daily emails. Pros Good software with lots of nice features. We manage up to 2k daily emails with 45 agents, from 2 diferent adresses. Cons High pricing. We tested the phone functionality and it was disappointing, but have some integrations with other phone software. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Danielle R. The Minion Queen Used the software for: 1-2 years ### "Perfect for when you are starting out! " June 22, 2018 5.0 Perfect for someone just starting out. Pros Freshdesk was super easy to use when I was just starting out. Made time tracking and invoicing very simple. Cons Once I had a full team this software did not work very well. WE needed something with many more options. Review Source DD Dileep D. Admin Computer & Network Security Used the software for: 1-2 years ### "Freshdesk" February 21, 2023 5.0 Pros I like this software because of cloud based accessibility from anywhere using multiple channels like email, live chat & phone. Cons Business hours not work on SLA policies. Review Source VR Verified Reviewer Marketing Executive Marketing and Advertising Used the software for: Less than 6 months ### "The perfect suite of support tools for any startup" March 2, 2019 5.0 We've got support tickets and live chat set up in an instant, with some personalised elements, for zero cost. I couldn't ask for more right now, we're happy and I look forward to growing with Freshdesk. Pros Unlike other alternatives, Freshdesk give you a fantastic level of access to their tools for free, and not in an evil attempt to quickly get you to upgrade to unlock more. Having reviewed many of the alternatives for both features and price, we are happily launching a new venture using Freshdesk for tickets and Freshchat for live chat; their free options will do everything we need for the first year at least, but then we'll likely continue to grow to a paid plan with them as we grow. I'm really happy with the Freshdesk's approach to business, and am glad to see them keep up with the competition, this is a completely new Freshdesk to the one I first saw all those years ago! Cons The only con I can think of is multiple calls from an account manager on first signing up; we eventually spoke over email as the calls were never convenient, and really they were just trying to offer a great service. I think a call might work for some people, but for some it can be annoying. Review Source Daniel H. QA and Support Specialist Investment Management Used the software for: Less than 6 months ### "Their support department saves the day" January 10, 2019 4.0 I use freshdesk to help me manage customer support issues for 3 separate products. It is easy to set up multiple products, email addresses, signatures etc. Pros I've found myself leaning onto their support department (via chat) to adjust the settings and make the customizations I need so I can more efficiently support my customers. The system has several different apps/integration that greatly expands Freshdesk's features. Cons When replying to a ticket from a brand new user/customer if I type the name and then hit tab, the name isn't saved. They have this pop-up that says would you like to create a new contact. The answer is obviously yes. It is minor but annoying, especially when you first start using the software and you are creating tickets to email customers for the 1st time. Review Source kN kerolos N. customer service Utilities Used the software for: 6-12 months ### "Useful for large companies" November 18, 2022 5.0 But in general, the service is rather good, and the people help you to achieve what you ask Pros Ease of useDistinguished customer service and also fast implementationAnd cheap Cons It is not distinguished by many services, that the services are limited, and that there are small companies that do not have any role Review Source BM Barbara M. PowerSchool Support Specialist Education Management Used the software for: 1-2 years ### "The response time to my issue was almost immediate." July 27, 2018 4.0 Keeping track of which clients need the most assistance and the area in which they do,. I would think from an administrators view, a check on employees based on the amount and time put into tickets. Pros I like that it never closes. You can walk away from it for an hour and just refresh and you are where you left off. I also like the ability to track team members' tickets. Cons I wish there was a way in a help ticket for clients to have to answer a few questions regarding their issue. However, that would have to be customized for our business. I do understand that, but it would prevent me from having to ask them several questions before I can be gin to work on their issue. Review Source Luca S. IT Apparel & Fashion Used the software for: I used a free trial ### "Buon prodotto ma c'è di meglio" March 16, 2023 3.0 Bene ma non benissimo, c'è di meglio. Pros Piattaforma è molto intuitiva e facile da navigare, con un'interfaccia utente pulita e ben organizzata. La sua capacità di gestire facilmente i ticket, assegnarli ai membri del team e monitorare lo stato di avanzamento di ogni richiesta mi è piaciuta molto. Cons costoso per le piccole imprese o le startup, specialmente se desiderano utilizzare le funzionalità avanzate come l'integrazione con altre applicazioni Review Source Sergio Z. Support coordinator Computer Software Used the software for: 1-2 years ### "Excellent support!" November 26, 2019 5.0 It's pretty good. Pros Easy to use, friendly and easy to update and follow up. Integrated with your email. Cons We have been receiving scam support emails from unknown companies. Review Source EC Emily C. Head of Client Services Computer Software Used the software for: 1-2 years ### "Clear and simple user experience both internally for the team and for our clients" June 3, 2019 5.0 We use Freshdesk to manage all of our incoming client support requests - it's made things much simpler for our clients and our team. It is easier for me to manage overall the productivity of the team and report on the status and volume of tickets we receive. Pros Clear and simple design, lots of flexibility and an excellent Knowledgebase of self-help articles for me and my team to try out new features. They have a very helpful support team who have often helped me work out the best way to set up or administrate something. Cons A few features don't work exactly as I hoped/need so I still have a bit of manual intervention, but there seem to be regular updates and they listen to their users. Review Source AP Angelina P. Online Marketing Manager Education Management Used the software for: Less than 6 months ### "Einfach Implementierung und Top Service" June 14, 2021 5.0 Wir nutzen Freshdesk für unseren Service, da wir vorher alles über Outlook beantwortet haben. Da wir täglich mehrere hunderte Mails bekommen und die Kunden nach 24 Stunden schon ungeduldig werden, ist ein Ticket-System, das automatische Nachrichten versendet optimal. Pros Das Produkt ist wirklich super einfach zu bedienen und einzurichten. Der Support über den Chat antwortet auch immer innerhalb weniger Minuten und konnte bei jedem Problem eine schnelle Lösung finden - nicht nur für uns als Nutzer, aber auch für unseren Programmierer, der eine Schnittstelle zu unserer Webseite eingerichtet hat. Hier wurde auch die Einfachheit gelobt. Cons Das einzige negative war, dass die Testumgebung nur beim teuersten Paket enthalten ist. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Wir haben Freshdesk vorgezogen, weil es bei Zendesk kostenpflichtig war, dass die Daten in Europa gespeichert wurden und bei Freshdesk bei deutschen Kunden automatisch dabei war. Datenschutz hat bei der Auswahl eine große Rolle gespielt. Review Source VR Verified Reviewer Senior Product Engineer Information Technology and Services Used the software for: Less than 6 months ### "Freshdesk Review" September 10, 2022 5.0 It makes tracking of incidents easier for us thus generating our monthly report for the incidents made easier. Pros Freshdesk is easy to use. The most impactful features for us is the ability of it to track incidents via tickets. It was also easy for us to integrate it to our existing business processes. Cons None so far. As we just started using this app. Review Source TC Thomas C. Subject Matter Expert Information Technology and Services Used the software for: 1-2 years ### "Freshdesk Mint" August 8, 2018 4.0 Overall I really enjoy the tools and the interface. Bugs will likely always exist but the ability to take my work on the road with my mobile phone is extremely valuable. This has my vote for a high level of usability and great built in functionality. Pros The new experience is much more akin to the Zendesk layout that many of our users are familiar with. The changes seemed to have implemented the best options overall while retaining much of the unique functionality that I've become accustomed to in FD. Cons Some of the new tools experience regular bugs, specifically when changing a tickets status when certain rules constrain the options. As an example there is a bug that seems to prevent a ticket with contextual requirements for it's status from being set as pending inside the ticket. However you can still set it as pending while on the main overview menu or ticket list view. Review Source VR Verified Reviewer Customer Solutions Analyst Computer Software Used the software for: 2+ years ### "Good Service, Prompt Support" September 26, 2018 3.0 Pros Value for money, Great Support experience Cons Bugs in the new Mint UI which is very annoying. Review Source VR Verified Reviewer Director of Information Technology and Systems Construction Used the software for: 2+ years ### "Great HelpDesk Software" October 12, 2018 5.0 Pros The ease of customization and integration Cons Lack of custom reporting within the application Review Source VR Verified Reviewer Mid-Market Account Manager Computer & Network Security Used the software for: Less than 6 months ### "Simple helpdesk tool. " July 16, 2019 4.0 It's been mostly good. The product seems to be what our service desk team would need. I don't know that it is the top competitor for us though. Pros The dashboard and statistics/graphs are incredibly useful for anyone in management. It's helpful to understand how many tickets you are getting daily, how they are being responded to, and if the tickets are getting resolved and closed. The product itself is very simple but does lack some other integrated tools like remote desktop that other software products offer. It's a very good basic helpdesk tool for a small organization. Cons The software support is mostly done via email. That's not my preferred method of getting questions answered. I like to have a dedicated rep, or a chat function that allows me to get real-time help. Review Source Ladislao G. Regional Logístics Analyst Logistics and Supply Chain Used the software for: 6-12 months ### "An amazing new world" June 10, 2019 4.0 First time using a ticketing system and I am very happy and impressed. However, I quickly got to the point where I could not configure something important for the job. Pros The program was super easy to set up at a basic ticket answering level. Cons Configuring multiportal channels complicate setting up more complex rules. I'd love to have agents be able to access other groups tickets without compromising the ability to auto asign tickets. Review Source AD Agnes D. Consultant Supermarkets Used the software for: 2+ years ### "A very good ticketing system" May 14, 2019 5.0 It was very easily integrated in our daily work by the complete team. Pros I like how well Freshdesk helps us to take care of the issues sent by customers. It is a very helpful tool. It's stable, contains a lot of features to help us and the customers like "canned responses", "Solutions", very good reporting about the different aspects of our work. Cons It is not always clear which criteria are used by the system to decide if an email is an answer to a ticket or is a new issue (=new ticket). 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.