# Page 6 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 6 - Is Freshdesk the right Knowledge Management solution for you? Explore 3425 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 (3425) 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 6 - Reviews of Freshdesk ## Showing most helpful reviews Showing 126-150 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 AR Anthony R. Owner Design Used the software for: Less than 6 months ### "Fresh or Foul? Let's Dig In" August 26, 2024 4.0 Overall, Freshdesk is a solid or "fresh" choice for small to mid-sized businesses needing an intuitive, feature-rich helpdesk solution. Its strengths lie in ease of use, automation, and multi-channel support, though more complex needs may require upgrades or consideration of alternative platforms. Pros The platform offers a robust ticketing system that consolidates customer queries from various channels like email, phone, chat, social media, and websites. Automation is another strength, allowing repetitive tasks to be streamlined, ticket categorization to be handled automatically, and issues to be prioritized efficiently. The pricing scale is sort of standard in terms of what other companies also offer. Cons Reporting and analytics are limited in the lower-tier plans, and accessing more detailed insights requires upgrading to a more expensive plan. While the platform is generally easy to use, setting up advanced features and automations can be complicated, especially for beginners such as myself. Also Freshdesk’s support team is rather slow compared to other companies. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing for Zendesk was just outright confusing. Review Source GJ Giedre J. Customer Services Executive Food & Beverages Used the software for: 6-12 months ### "Great Freschat Experience" August 27, 2024 5.0 Great, easy to use, handy as I have apps on my phone and can access whenever I need. I think it's a great tool to manage customer service side anytime and from anywhere! Pros So easy to use and manage customer relationships even from abroad! Cons I use Freshchat in particular and sometimes it logs me off automatically or the app disappears from my phone, and I need to start the login in process all over again. Switched from [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) I changed companies and different companies used different CRM Review Source BA Blak A. County director Marketing and Advertising Used the software for: 1-2 years ### "Amazing customer service with Freshdesk" September 17, 2024 5.0 Pros Freshdesk support team is always prompt,courteous and helpful. Also i like how all communication is easily trackable and shareable. Cons It is a good software, nothing to dislike. Review Source LN Luke N. CMS Advisor - Contractual Consulting Broadcast Media Used the software for: Less than 6 months ### "Freshdesk's First Impression Review" September 24, 2024 5.0 We were trying to have some new systems for our CMS systems and for our community manager. It was super easy to set up and exactly what we were looking for. Pros I liked the fact that it was efficient and directly what I needed to use for our customer community. It was straight forward and exactly what we needed. Cons I do think some of it was similar to a few other products on the market, but I think I preferred Freshdesk over alternatives. Review Source CM Clara M. Director Automotive Used the software for: 1-2 years ### "Does the job well " September 13, 2024 4.0 Does a good job and easy to use, good search functions and easy on the eye. Pros It’s simple and easy to use and works well for smaller businesses Cons Integration isn’t great from a visual perspective Review Source AM Ashley M. servicio postventa Computer Networking Used the software for: 2+ years ### "Funcionalidad de Freshdesk" August 1, 2024 5.0 Pros Automatización: ya que permite la automatización de tareas repetitivas, lo que ahorra tiempo y reduce el esfuerzo manual para nosotros. Ademas que soporta múltiples canales de comunicación (correo electrónico, chat, teléfono, redes sociales), permitiendonos contactar a los clientes través de varios método. Cons Costo Adicionales por Funcionalidades Avanzadas: Algunas de las características más útiles y avanzadas están disponibles solo en los planes más caros, lo que puede ser una limitación para pequeñas empresas con presupuestos ajustados. Review Source RH Ryan H. Software Engineer Printing Used the software for: Less than 6 months ### "Great tool for ticket management" September 6, 2024 5.0 It was quite good. There were features that we would have liked to try, but understand that we weren't at a point to dive into a paid option. Pros Clean simple UI Excellent options for notifications and ticket management Cons If we would have been able to continue using their free version, we would have, but they reduced the number of agents for their free version from 10 to 2. Review Source PS Praneeth S. Executive Insurance Used the software for: 1-2 years ### "Freshdesk made work easy!" July 24, 2024 5.0 Pros Freshdesk has simplified my workflow, allowing me to easily track customer emails and cases and work with different teams using a single ticket. Cons While sending the emails to the customer, sometimes, we face text formatting issue Review Source MB Milly B. Founder Writing and Editing Used the software for: 1-2 years ### "Simple, straightforward, and does everything you'd expect!" September 4, 2024 4.0 Overall it's a really nice product and our users were happy that they had something so familiar and intuitive for the helpdesk content. Pros Really easy to get the bulk of what you need set up quickly, which helps when there's a lot of content to upload/process! Cons Formatting articles on the helpdesk/knowledge base was a real pain - there's a rich text editor but it doesn't format line and paragraph breaks reliably so I kept having to redo things. Review Source GB Gopa B. Training Manager Information Technology and Services Used the software for: 1-2 years ### "Enhancing Fresh works" August 8, 2024 3.0 Its a basic chat tool as per me. No great features to talk about. Pros Storing of responses / canned responses not there in Live Person Cons 1\. Agent view limited - CPH (chats per hour) not visible 2. labelling customer while live chat is on is missing (can be done later in CRM 3. Live capturing of Customer sentiment will make trends more effective to gauge. 4. Can connect to knowledge base to give better suggestions 5. It should have a cohesive screen to reduce AHT 6. Can embed Sentiment indicator Switched from [LiveChat](https://www.capterra.com/p/62194/LiveChat/) I don't know. Was a decision made by company Review Source VR Verified Reviewer Health Coach Manager Hospital & Health Care Used the software for: 1-2 years ### "Solid tool!" August 5, 2024 5.0 Freshdesk is a solid tool for organizing and managing tickets and workflows. Pros Simple system for tracking tickets and updates. Cons You have to be careful about replying to a ticket, so the member/customer does not see replies. Review Source LS Luke S. Ecommerce Manager Consumer Electronics Used the software for: Less than 6 months ### "overall experience with Freshdesk" August 19, 2024 5.0 We have implemented this into all of our systems for our customer service. Pros How easy it is to set up and install and plug into our systems Cons I have not currently come across anything I do not like. Review Source JS Jessica S. Owner Restaurants Used the software for: I used a free trial ### "Great Product" December 9, 2024 5.0 Pros Easy to use and able to help when needed Cons There is Not always timely response to live chat. Review Source Sharad Singh R. Assistant Manger Food & Beverages Used the software for: 2+ years ### "Freshdesk is very helpful" June 26, 2024 5.0 The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options. Pros \-combine all the chanells to one place - Turning every query into ticket - Self help automation - dialer integration - - data export options Cons Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high Review Source SN Sarah N. Cfo Automotive Used the software for: 1-2 years ### "highly recommend " July 5, 2024 5.0 Pros I love how easy it is to use and learn. It was user friendly Cons There's nothing that I have found yet that I haven't liked 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.