# Page 66 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 66 - Is Freshdesk the right Knowledge Management solution for you? Explore 3434 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 (3434) 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 66 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1626-1650 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use AO Anis O. Vp, Client Services Human Resources Used the software for: Less than 6 months ### "Easy to use, Great value, brilliant product!" May 31, 2019 4.0 I was looking for a well-packaged product that answers my needs out of the box and requires minimal customization & implementation work. It HAD to be intuitive, the easier the software adoption in my environment, the better! Pros The product is very intuitive and easy to use. Considering how packed it is with features, it is still rather simple to grasp and adopt by most users. The out of the box dashboards and views are well designed and answer the needs that most Client Services users & managers will have. Knowledge base very well designed. General setup and customizations are very easy to perform by non-technically inclined administrators when comparing it to other products on the market. The solution is smart and priced well. The team I dealt with has been great, responsive and attentive to our needs and requirements, they were very easy to work with. Cons Probably too early to tell. Generally, in any similar software, my only pain point would be related to downtime, inaccuracy of reporting & core/hardcoded functionalities not working as intended. Review Source Rupert E. Product Marketing Computer Software Used the software for: 1-2 years ### "Great helpdesk software for small businesses" September 29, 2015 5.0 Freshdesk is a sound helpdesk package that is easily tailored and has been intergated into our website easily to provide our clients with a simple way of contacting us with any specific issues. The service provides issue logging and an easy to read dashboard so I can asses the state of our responses. Our team find it easy to use and the mobile app is also useful for dealing with issues on the move. Pros Easily tailored Easy to use Simple and precise interface Mobile app Cons Not much. My only concern could be scalability if we needed to upscale operations but that isn;t a liklihood at the moment. Review Source SP Stephen P. Customer Support Manager Information Technology and Services Used the software for: 2+ years ### "Freshdesk works for our Business " January 8, 2020 5.0 Freshdesk allows are non technical customers to communicate without having to learn a new system. Pros The product is very easy to use, The UI is simple and our customers love it. The product has enough functionality to fully support the needs of our clients Cons Forums do not currently have notifications Reason for choosing Freshdesk Freshdesk is the best product on the market for our business needs Review Source Migdelia Meriyela M. Acount Specialist Used the software for: 6-12 months ### "very good software, allows us to have multiple teams suitable to track tickets and their priority" May 14, 2018 4.0 Pros I love the ability to track tickets, as well as the opportunity to establish attention by priority level Cons the use is not so easy must improve in that aspect so that the users feel a little more comfortable when using it and that it manages to integrate with other platforms Review Source CC Carrie C. Corporate Development Information Technology and Services Used the software for: Less than 6 months ### "Freshdesk Prompt Response" January 9, 2020 5.0 The types of business problems we are solving are as follows: Quicker support for our clients Pros What I love most about this software so far is the ability to tag when specific key words that may be on a support ticket and allow us send notifications. The notifications allow us to assign out these specific tickets in a timely manner without missing business opportunities. Cons I like everything about this platform, except in some cases the sync between the Freshdesk support tickets to the Freshsales contacts and leads. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Support for freshdesk and onboarding Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) To streamline our services and provider fast support to our clients. Review Source Arjun D. Head Programs Education Management Used the software for: I used a free trial ### "Cheap CRM software" November 17, 2022 4.0 Its a good alternative to Zendesk Pros It is cheap with almost all features for zendesk Cons The user interface is not that great, needs improvement Review Source MH Mbu H. Head of Marketing Department Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Enhances business productivity" February 23, 2023 5.0 Pros It is easy to use since it offers support through a variety of channels permitting customers to easily reach out for help. Cons The slowness of page loading will definitely leave a bitter note on the user Review Source BS Bianca S. Customer Service Manager Internet Used the software for: Less than 6 months ### "Very intuitive and userfriendly interface" July 3, 2019 3.0 While we appreciate the overall look and feel of the tool, I think that there should be a lot more options in order to stick to it as sole ticketing system. Pros We are actively using FreshDesk for a few months now and the best thing about it is how intuitive it is. There is very little training needed for a new person to work with it. It also gives you good options to assign work within a small team. Cons Unfortunately the list is longer here: as the tool is still in development, there are quite a few things which could work better: 1. Analytic results for the Solutions articles; there are no insights available- although such data could be retrieved 2. Proactive Emails don't really work if you need to see an opening rate or the content you sent out; 3. Reports calculated do not include a Median value, just averages; 4. Integration with Salesforce needs to be manually checked daily - because the sync is lost somehow without any warning 5. Customer Survey layout can't really be customised and the design is far from ideal for us. Review Source MH Mandy H. Pricing Data Support Coordinator Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "Supporting Internal Customers" June 14, 2019 4.0 We are not a call center, we are using this for internal emails, to monitor the volume of emails and the type of requests from internal customers. This tool is working perfect for that. This also solves the issue of coverage when co-workers are out unexpected. Pros Add Note - love to be able to add notes to each ticket (email), for myself and for others to see. Being able to see all the emails in the box, opens the ability to cover others when needed. Reporting tools to see what is being processed and how fast emails are being resolved. Onboarding process was simple, love Freshdesk Academy to understand how to use the software. Groups work great, being able to move email types into specialized groups is really handy. Cons Not able to create folders for organization or storage. Not able to flag or change colors of emails for visual organization. Reason for choosing Freshdesk We have company partners that are using it, and they really like it. Review Source SM Srinevasan M. Business Developement Manager Information Technology and Services Used the software for: 2+ years ### "Freshdesk - Simple, Clean, Effective" January 14, 2020 5.0 Having implemented Freshdesk for multiple organizations, It s all you need to turn you're provide exceptional customer support to your customers. Pros Its simple to use. Easy to understand and effectively gets the work done. Cons Nothing in particular. Overall it looks very clean but sometimes I have these bugs which clutter the whole view on the left-side panel and this still exists. Review Source AK Allison K. Inventory Manager Retail Used the software for: 6-12 months ### "Software that is still evolving " January 26, 2022 3.0 This was the first software used for Customer Support on the website and a stepping stone. Moved to Gorgias that works well with Shopify. Pros User-friendly software and worked with previous software before upgrading to Shopify Cons Support was unreliable and not helpful as the team was passed off to other representatives. More frustrating then helpful Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Reason for choosing Freshdesk Have since moved to Gorgias Review Source FI Frank I. Apple Technology Specialist Education Management Used the software for: 2+ years ### "Freshdesk Helpdesk Review" May 29, 2019 4.0 Pros Comprehensive support call logging, tracking and communication platform. Web-based and iOS supported. Responsive technical support. Cons Latest iOS app (v5.X) has been buggy and could have used further development before initial release. Some features from version 4 have not yet been implemented into version (e.g; finger print or face ID to login) Review Source TH Thijs H. Technical Support Engineer Information Technology and Services Used the software for: Less than 6 months ### "Overall great feel, but missing some essential functionalities" July 10, 2019 4.0 Good but some essential customization and ticket types some times make it feel limited. Pros The professional look and feel and the customization options. Cons For me it's missing some crucial elements for a ticketing system. So the customizing options are great but missing things are: - The possibility to adjust or remove default ticket fields. Additionally appending in existing ticket fields is also difficult - The option to create different type of tickets. I'm aware of the "Parent and Child" or "Tracing tickets", however with a type I mean categorization in terms of feature request or change request tickets that have separate ticket IDs. So new tickets get a ticket number like #800 but if it turns out to be a change, I would like to create a change request ticket that will get a different identifier for example #C100. - The filtering options doesn't feel real professional when custom tickets fields are added, as you can't organize it. Therefore when new fields are added it can quickly feel really cluttered. Review Source VR Verified Reviewer Customer Success Leisure, Travel & Tourism Used the software for: 1-2 years ### "Great customer support" June 27, 2019 4.0 Pros It's fairly easy to use compared to other softwares I've tried. Cons Since I'm not an admin user I can't really say. Review Source pP paul P. CS/Tech support, privacy officer Consumer Goods Used the software for: 2+ years ### "freshdesk review" June 20, 2019 4.0 quite decent Pros ease of use for standard customer questions/complaints your own customer service is quite good Cons rules (dispatcher, supervisor, observer) for transferring and classifying requests can get rather complex AWS e-mail servers are blacklisted rather more often than we'd like Review Source WD Willem D. Founder Information Technology and Services Used the software for: 6-12 months ### "Many features but buggy" September 27, 2019 3.0 Dealing with these bugs takes a lot of time. Otherwise, it's a fine product. Pros Basic features are free It has nice shortcuts to link to KB articles Cons I've come across several (serious) bugs now. \* Customer replies to pending tickets aren't always displayed as such, so you have to click through all open tickets to check for new replies. \* If you forward a mail to a customer and s/he replies to it, it gets flagged as "private note" and you will not get a notification, nor will the ticket get reopened. I get the impression that delivering new features has been the core priority of Freshdesk, as opposed to quality. Review Source VR Verified Reviewer Support Manager Internet Used the software for: 6-12 months ### "Freshdesk is awesome" September 17, 2018 5.0 We've setup a proper support workflow, one that makes sense, and that allows us to focus on the job. Pros \-ease of use -simple design, but a lot of features -well thought of structure Cons \-when releasing a new version, it is not always compatible with freshdesk apps that you've build yourself Review Source DT Daniel T. Customer Service Lead Used the software for: 2+ years ### "Whenever I submit a ticket, I get a response within a couple of hours, if not sooner. " July 10, 2018 5.0 It's our main customer support portal, so it's the key to everything in our business. It goes without saying that a bad customer ticketing system would kill our production, efficiency, and ultimately our sales renewals. Pros Ease of use, customization options. Customer support has resolved each of my issues/questions within a day. All the functions are pretty easy to understand and explain to others Cons Sometimes I wish there was an option to not accept an update. There are a lot of functions in Freshdesk, which we like, but we also spent a lot of time setting them up to our needs. Review Source CW Chris W. Solutions Engineer Information Technology and Services Used the software for: 2+ years ### "Couldn’t work without it" December 29, 2018 5.0 The metrics and reports are easy to use and very insightful to determine employee productivity. It’s easy to track the SLA of tickets, track progress using notes and find past tickets when needed. Pros Fantastic Helpdesk service. Easy to create, update, close and track support tickets. Cons In three years this service has only been down once or twice but it is work stoppping when it does. Review Source DH David H. CEO Computer Hardware Used the software for: 1-2 years ### "Feshdesk is an affordable product with an easy interface" January 25, 2017 3.0 I use freshdesk to support my customers in the copier leasing industry. I think for the price it's a great value specifically because of it's app. I think without the app it's average, but with alerts and a decent app it's above average. Their support could use work and there should be more on youtube to help customizing. If you're looking for a scalable trouble ticket app, this is a good choice. Pros Their app is a great tool for managers. Cons The ticket and admin section needs a UX/UI overhaul. it's not modern and is difficult to understand how to customize tickets and features. Review Source SR Simone R. Operatore Think Tanks Used the software for: I used a free trial ### "Mi sono trovato molto bene" February 6, 2023 4.0 complessivamente mi sono trovato bene e l'ho consigliato ad amici e colleghi Pros Ottima esperienza del prodotto mi sono trovato davvero bene e l'ho consigliato anche ad amici e colleghi, bella la possibilità di condividere lo schermo e mostrare ad altri utenti il lavoro Cons mi è piaciuto meno del software purtroppo la velocità della apertura software da migliorare e velocizzare Review Source 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 ## 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.