# Page 66 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 66 - Is Freshdesk the right Knowledge Management solution for you? Explore 3408 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 (3408) 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 March 30th, 2026 # Page 66 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1626-1650 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JG Johan G. CTO Luxury Goods & Jewelry Used the software for: 2+ years ### "Freshdesk is a very good value for money tool, simple to use and very straighforward" July 19, 2018 5.0 Go value for money and an easy to use setup for our customer service department. Pros Freshdesk has a very "to the point" approach, without overly complicating things, the interface is beautiful and very easy to use. Cons The API documentation and it's limited use, you cannot do much with it in terms of analytics and data integration with your own company's data. Review Source VR Verified Reviewer Tech / Inspector Automotive Used the software for: 1-2 years ### "Success of Freshdesk" May 14, 2019 4.0 Pros I like the usability most about Freshdesk. Once you understand the buttons, navigating the software is seamless and moderating your team is easy. The export functions serve as a mass database and report generator all while having the ability to track corresponding infomation throughout the system. Cons My least favourite aspect of Freshdesk is the pre outlined reports. We, as an organization, have created feilds that we are interested in tracking but can only do so by doing a mass export. Review Source NM Niv M. Project Manager TL Gambling & Casinos Used the software for: 1-2 years ### "Freshdesk live chat" March 23, 2022 4.0 Pros Really nice live chat feature and easy to customize, friendly for end users and for support representative Cons Need to improve the customization per brand under the same account Review Source Keli C. fotografa Events Services Used the software for: I used a free trial ### "never leave your customer unsupported" April 11, 2023 5.0 Pros this software helps me support my customer quickly and efficiently and even better for free! Cons for now I'm on the free trial so far it suits me very well obviously that in the paid plans there are several features I believe that in a few months I'll get there Review Source SM Santino M. Student Education Management Used the software for: 1-2 years ### "Good Productivity App" March 29, 2022 5.0 Pros Email addresses can be linked easily for communication with customers. The ability to set a hierarchy as it relates to who responds to messages makes escalating issues very easy. The use of keywords to route messages is a convenient feature and ensures messages don't get lost. Cons The UI of the software is difficult to figure out at first with no tutorial being available. Review Source pK padraig K. Implementation Consultant Financial Services Used the software for: 2+ years ### "Review of Freshdesk Software" January 6, 2020 5.0 Overall my experience on Freshdesk has been extremely pleasant and pain-free. Pros Exceptionally good service for handling support queries of clients, and ensures all communication between both parties is documented. Cons The inability to edit a response once it has been sent, and also not being able to remove the creator of the ticket from the email response. Review Source CH Chris H. Director Real Estate Used the software for: 2+ years ### "Review" December 7, 2019 4.0 Allowedbis tonytack and manage client interactions amd provide an audit for our client relationships Pros The outstanding support from Freshdesk. The flexibility of the product Cons Lack of integration with individual agents email. Fundamental securoty risk that emails added as what should be private notes to a ticket are set public and visible to the Requester Review Source Ben C. Customer Support Specialist Human Resources Used the software for: 6-12 months ### "Freshdesk" October 5, 2018 4.0 Have enjoyed using Freshdesk as the hub for Support tickets. Only issue I had was an unreturned call when I called Freshdesk Support for an issue with the product Pros Ease of use and that it's a central location for all my Support Tickets Cons Other than an issue with reaching Freshdesk support nothing Review Source AA Ashish A. Software Engineer Computer Software Used the software for: 6-12 months ### "Decent system to manage customers requests" October 24, 2018 4.0 Freshdesk is decent software. Productivity of our team have got increased by using the Freshdesk. It allows you to set automative tasks on certain events of a ticket, allows customers to add their feedback, provides various analytical reports. A try is a must. Pros Freshdesk is great tool to take manage queries of your customers via a ticketing system that can be customised as per your needs. You can automate all repetitive tasks. Tickets can beaked down to smaller tickets to address complex issues. Freshdesk provides various channels to connect to your customer like Chat, Email, Phone, Social Media Etc. Cons Software lacks the feature to attach photos, documents or notes to a specific case/requests. Review Source JT Jess T. Customer Experience Manager - Ecommerce & Retail Retail Used the software for: 1-2 years ### "Freshdesk review" November 22, 2019 3.0 So far, it has been overall great (minus my point mentioned above). The support team is always friendly and helpful and the system rarely faults or goes wrong. Pros the replying to customers part of it is very easy to use and is set up much like an outlook email. Cons I find on the development side - it is quite hard to get things set up the way you want them, without having to ask for help. It would be great if getting things set up and rules set in place, is easier, to make it quicker to make changes and much less daunting! Review Source VR Verified Reviewer Client Services Manager Education Management Used the software for: 6-12 months ### "Great product " October 5, 2018 3.0 Pros It is a great tool to organise the workload for my team and the reporting function to ensure we meet our KPI's Cons So many functions, it has taken a while to understand its true potential, but their great customer support its not been too much of an issue. Review Source VR Verified Reviewer Logistics Logistics and Supply Chain Used the software for: 1-2 years ### "Great platform" August 4, 2018 5.0 Pros Ease of use and the ability to stay organized Cons Could use some more advanced features like caller ID Review Source GB Giovanny B. CEO Arts and Crafts Used the software for: Less than 6 months ### "Una excelente herramienta" October 2, 2023 5.0 Pros Es una herramienta que es muy simple e intuitiva, tiene unas funcionalidades básicas y se puede adaptar a cualquier tamaño de empresa. Activé mi periodo de prueba aquí: \[contenido sensible oculto\] Cons Por ahora la experiencia ha sido muy buena. Review Source Eunice Merveille D. Assistante Computer & Network Security Used the software for: Less than 6 months ### "Outils CRM " October 12, 2023 4.0 Pros Ce logiciel est une application qui permet de gérer tous les interactions avec les utilisateurs ou clients J'aime l'option d'authentification des bases de connaissance des communautés Cons Avec ce logiciel j'ai du mal à intégrer certains logiciels compatiblesCe qui rend mes actions difficiles Review Source VR Verified Reviewer Client Success Hero Accounting Used the software for: I used a free trial ### "The best!" December 27, 2022 5.0 I recently started using Freshdesk for customer support and I'm really impressed with how efficient and simple it is! It's incredibly collaborative, allowing me to quickly solve customer problems and manage them in real-time. With its intuitive user interface, I'm able to easily keep track of customer inquiries and respond quickly. The analytics tools are also great for getting an overview of customer service performance. All in all, Freshdesk is an excellent tool for customer service! Pros super easy to understand and get onboarding on Cons sometimes the dashboard can load very slowly, not sure why Review Source Cassandra M. Customer Success Manager Computer Software Used the software for: 6-12 months ### "You get what you pay for. This is a great option if you aren't willing to spend money on ticketing" November 9, 2017 4.0 Pros Integrates with Elevio, JIRA, and other software we currently utilize Allows multiple users form multiple platforms to all stay on the same page when it comes to support tickets Great way to stay organized, allow customers to submit issues, and track ticket relations so you know exactly what area of your business needs improved Cons Not as clean or intuitive as some of the other support and ticketing solutions I've seen. I needed some assistance getting the integrations set up, and can't really rate it as far as support (haven't used it) and the value for money is what it is because it's free! Review Source JR Jonny R. impiegato Information Technology and Services Used the software for: Less than 6 months ### "Gestione Ticket" February 11, 2023 5.0 L'utilizzo della piattaforma per la gestione dei ticket è ottima, anche se gli add-on non sono all'altezza. Pros Un'ottima gestione del ticketing con eventi di escalation e tracciabilità ottima Cons Le funzionalità aggiuntive come il controllo remoto, sono da migliorare notevolmente, meglio inserirle quando saranno all'altezza. Alternatives considered [Deepser](https://www.capterra.com/p/178946/Deepser/) Reason for choosing Freshdesk Stiamo valutando anche deepser, per ora deepser è in vantaggio Review Source BH Brandon H. Consumer Electronics Used the software for: 6-12 months ### "An Awesome, Affordable Starting Place" November 3, 2016 4.0 I've been using Freshdesk on and off at various ventures over the past three years. I find that it is a great place to begin adding support for your services if you don't already have support, as it is easy to set up and offers all the minimums you need to get rolling at their free tier. I found that is was great for handling between 0 - 250 requests per day with a few agents, however it got clunkier as we tried to scale this approach toward 500-1000 requests/day. The main issues that we ran into were UI complexity and constantly having to jump around to get things done - whether that was referencing a customer's information in detail or jumping between conversations. It is also important to note that their embeddable support widgets are not the best looking, but their API makes up for it - I strongly recommend you write your own front-end components for this if you intend to operate at scale. Overall, Freshdesk offers a great starting place of you don't have any support service in place and I think it will serve most small to medium companies perfectly. Review Source VR Verified Reviewer BOOKING CENTER TEAM LEADER Internet Used the software for: 6-12 months ### "easy useable and organization" December 13, 2018 4.0 Pros easy to use easy to custom intuitive and accurate reporting and detailed analisys Cons some feature, like "scenario", are possibile to apply only with a TL level, i don't think that could be a good idea beacouse it represents a limit for customer agent. Review Source VR Verified Reviewer Software Developer Computer Software Used the software for: 1-2 years ### "Freshdesk" October 3, 2020 4.0 Pros We like that people who use Freshdesk occasionally (e.g. when core customer support team doesn't know an answer) don't need to pay full price for a support agent. Cons It would be nice to have lower price for agents who use the software on daily basis. Review Source JH Joshua H. GM Information Technology and Services Used the software for: 2+ years ### "Easy to use support system" December 5, 2019 5.0 Great customer service, support system and documentation is good Pros Freshdesk was simple for us to setup and implement across the team. We still work via email but can track everything from within Freshdesk. Cons More advanced rules and workflows would be great. While you can assign via account or customer or would be great to have move rules. Review Source SG Stacey G. Rater Information Technology and Services Used the software for: 2+ years ### "Makes Support Much Easier " September 5, 2019 5.0 I had great experiences with Freshdesk. All my issues were always handled quickly and in a professional manner. Very informational. Great support platform. Pros Any Questions Could Be Researched Before Submitting Tickets When TIckets For Issues Were Submitted They Were Answered Fairly Quickly (24hours) Cons The interaction with the support personnel seemed Impersonal Review Source ND Natalia D. Customer Care Assistant Outsourcing/Offshoring Used the software for: 6-12 months ### "Excelente" March 25, 2023 5.0 Pros En el tiempo que he utilizado la herramienta, estoy muy contenta con los servicios y funcionalidades que ofrece, sobre todo en la rápidez y facilidad de localizar las opciones que ofrece. Cons No he tenido ninguna incidencia grave, de momento, en el tiempo de uso, por lo que no puedo tener una mala opinión o queja al respecto. Review Source BS Billy S. IT Specialist Veterinary Used the software for: 1-2 years ### "Nice Product" December 19, 2019 5.0 My overall experience with Freshdesk has been very positive. We have it implemented as our ticketing system for IT issues and are looking into expanding the ticketing portion to other departments. Pros I like the ability to create my own support email with our domain that will link and automatically create a ticket. I also like how easy it is to adjust and customize different ticket fields. Cons My only hangup is the language barrier in customer service. Often times it's hard to understand and feel like you're being understood. Review Source RF Rene F. Service Delivery Manager Building Materials Used the software for: 2+ years ### "From zero to a ticket system" December 12, 2019 5.0 We are satisfied with the operation and the possibilities. these completely cover our requirements that we need. Pros A short summary of our experience: -In short, this software is very user friendly to use. -the basics were quickly arranged. -many options to get a good overview -Nice reporting functions Cons Dutch manual / explanation is hard to find Reason for choosing Freshdesk N.a. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.