# Page 7 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Freshdesk ## Showing most helpful reviews Showing 151-175 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KG Kim G. Performance Marketing Manager Health, Wellness and Fitness Used the software for: 6-12 months ### "Makes customer support way easier" July 22, 2024 5.0 Pros The ticketing system works really well. Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time. Cons At first it's not that easy to understand where I can find everything I need to access but after a few sessions it becomes way easier. Review Source AS Aryan S. Legal and support management, functionality expert Computer Networking Used the software for: Less than 6 months ### "Good job developers! Keep improving." July 1, 2024 4.0 My experience I’d say was very fruitful and according to another friend of mine who has been an app junkie and has a nag for convenience, this one in particular takes the cake. Pros The high-quality CRM sofyware gave me chills as I am learning to develop myself. Highly impressed. Cons The software does lag from time to time, it has been over 2 months since I’ve been using it and there have been a bunch of troubleshooting errors and unwanted crashes. Fix those please! But the rest is as smooth as butter. Review Source AS Akshay S. Project Engineer E-Learning Used the software for: Less than 6 months ### "Mastering Customer Service with Freshdesk: A Detailed Review" July 29, 2024 5.0 Pros It ensures that no communication is lost by combining client interactions from several channels—email, phone, chat, and social media—into a single platform. Cons It can be expensive for smaller firms to use some of the more sophisticated capabilities, which are limited to higher-tier subscriptions and include multi-channel support and detailed reporting. Review Source GH Gabbe H. Server Food & Beverages Used the software for: 1-2 years ### "One of the best ticketing Omnichannel Software." July 6, 2024 5.0 My overall experience with Freshdesk has been an ease it's so good and would really recommend. Pros That it's really easy to use and has great customer support. Cons Nothing everything was way beyond my expectation. Review Source RK Rajyashree K. Assistant Accounting Used the software for: 1-2 years ### "Kiddo smiles 😀" June 22, 2024 4.0 The experience is good with fresh desk. Pros It is very easy to raise the complaints and get it resolved sooner for customer satisfaction. It is easy to track the details entered in it. Cons While logging in I always had tough time with captchas and also it used to get logged out fast. Review Source JB Jyoti B. System Admin Retail Used the software for: I used a free trial ### "A must buy product" July 21, 2024 4.0 Pros User interface, user friendly functionality Cons Difficult to say all functions are above 3 stars Review Source MA Mohamed A. E-commerce Marketing and Advertising Used the software for: 2+ years ### "User-Friendly Help Desk with Scalability Considerations" July 8, 2024 4.0 Freshdesk left me with a positive impression. It's a user-friendly and feature-rich option that caters well to businesses of various sizes. Pros Freshdesk stands out for its clean and user-friendly interface. Both agents and customers can navigate the platform easily, minimizing the need for extensive training. This is a huge plus for businesses that want to get their support team up and running quickly. Cons While Freshdesk works well for smaller teams, its scalability for very large enterprises might be limited. For complex workflows or a high volume of tickets, some users report encountering limitations in automation and customization options. Review Source MD Marcus D. NA Information Technology and Services Used the software for: 1-2 years ### "Amazing product!" June 13, 2024 5.0 Pros What I love the most about Freshdesk is the easy-to-grasp and aesthetic user interface, which is easy on the eyes and makes using it as a daily driver very fun and easy. The ability to do tasks such as merging tickets, creating new tickets etc. in the blink of an eye without fuss makes all the difference when dealing with masses of tickets in a customer support environment. Thanks so much! Cons N/A - I love the product very much, and hope to continue using it forever! Review Source NV Niels V. CFO Hospitality Used the software for: 2+ years ### "Never close a contract directly with Freshworks" June 12, 2024 2.0 Freshdesk in general is ok to work with, it doesn't excell in specific matters but also not fails. However we made the misstake to close our contract directly with Freshworks (as our re-seller stopped), this has been the biggest misstake ever. There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for which no solutions are offered Pros The reseller that was between Freshworks and us Cons No full intergration with their other modules. (chat, sales). FreshCRM completly failled product which was only shorly on the market and replaced by Freshsales again. Reason for choosing Freshdesk Relative low pricing, in compairison with others Review Source JN Joro N. Manager Online Support Retail Used the software for: 1-2 years ### "Ozone Entertainment review" August 8, 2023 5.0 Pros I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage. Cons The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Better pricing plans for the features we are looking for Switched from [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[ChatBot](https://www.capterra.com/p/166420/ChatBot/) Freshdesk offers more options to scale the team Review Source jR joe R. Director of Operations Information Technology and Services Used the software for: 2+ years ### "Simple but powerful ticket system" April 22, 2024 5.0 Overall positive feedback. We would like to see features be able to be added on ala cart. we would also like easier integrations such as billing and inventory software to easier manage items being sold. Pros We can keep track of our tickets and see them grouped in the dashboard. I can see at a glance if anything is overdue and what is actively open. I can run metrics to see how many tickets on average we get incoming per day. The field service add on allows us to have customer sign their work order upon completion and keep track of time. Cons Certain features are not ala cart. Depending on the feature you want, you'd have to upgrade your whole plan and get even more features that you might now want. sometimes when we are replying in a ticket, the curser jumps to the beginning. We haven't been able to figure out if its a keyboard combination or shortcut that is doing it, or something else. Review Source JH Jessica H. Digital Advisor Higher Education Used the software for: 6-12 months ### "Fabulous Freshdesk" June 21, 2024 5.0 Pros I use Freshdesk daily as it is an efficient customer support platform that allows me to enhance productivity by managing and resolving customer inquiries in mu workplace. Cons I like all of Freshdesk's features but I can see that it might not meet the needs of all businesses. Review Source MA Mohamed A. social marketer Internet Used the software for: Less than 6 months ### "Manage customer service operations." July 17, 2023 4.0 Pros I often find Freshdesk to have a user-friendly and intuitive interface. Navigating the platform and accessing features is typically straightforward, making it easy for agents and administrators to adopt and use effectively. It offers robust ticket management capabilities. Users appreciate the ability to efficiently handle and track customer support tickets from various channels in a centralized system. Features such as ticket assignment, categorization, and prioritization help streamline workflow and ensure timely responses. Cons I want to express my concerns about the pricing structure of Freshdesk, particularly for businesses with larger support teams or higher ticket volumes. They feel the cost can be relatively high compared to other customer support software options, especially when additional features or add-ons are required.Freshdesk has limitations when it comes to customization options. They would like more flexibility to tailor the software to their needs, such as customizing the user interface or creating more advanced automation workflows. Review Source VR Verified Reviewer Global Head of IT Consumer Goods Used the software for: 2+ years ### "Freshdesk just works" August 8, 2023 5.0 Overall Freshdesk, has been a positive experience for us as an organisation. Compared to other offerings there is nothing which would change our decision to use it. Would recommend. Pros It’s an easy tool to implement and adopt. Our IT desk like the gamification element to tracking performance of dealing with tickets. It also provides the end to end ITSM capability we need to have and show to auditors. Cons Sometimes the customer service can be challenging. We have noted a slightly more sales orientated “support” approach as we enter our 3rd year to take new add-on services. Hopefully, this doesn’t continue! Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk had poor reporting capabilities. Review Source LS Liam S. Software Engineer Information Technology and Services Used the software for: 2+ years ### "An extremely effective and professional solution for lead acquisition and retention" July 18, 2023 5.0 Our experience using this software has been quite pleasant; it has allowed us to improve communication with our customers exponentially; it brings a lot to our customer service and support. It has also been advantageous to have configured automatic responses; many customers find their answers without contacting an agent. In short, it has helped us to provide personalized, real-time customer service and support to our clientele, thus boosting customer satisfaction and efficiently streamlining problem resolution. Pros It is a great tool to strengthen communication; it has allowed us to connect and help our clients quickly and professionally. I love how much the product has evolved since we acquired it; they bring out new features that contribute a lot to the growth of our organization. As users of this product, we have really liked the professionalism with which our customers have viewed the interface and how much it simplifies communication with them. It also integrates useful functionalities with which we can develop campaigns for our customers and has a very affordable help center tool. Cons In short, what we liked least is the cost of their plans; they should include some with greater affordability for smaller and emerging organizations; it has everything necessary to grow any business based on efficient and fluid communication with customers remotely. Review Source Jack H. Comms, digital & press Non-Profit Organization Management Used the software for: 2+ years ### "Freshdesk fab for member management" September 4, 2023 4.0 We started using Freshdesk in 2020 when we needed a tech based solution to fielding a number of enquiries relating to COVID in the workplace.Freshdesk was easy to set-up and we had a system in place in a matter of days with users assigned to different levels of permissions.It meant that we were able to respond quickly and effectively to thousands of enquiries that otherwise would have been chaos on a shared outlook inbox. Pros The ability to set up “canned responses” was so useful for us as an organisation as we were able to set up draft replies to common questions making our response time even better.I also like the automations and rules that you can set up to do X Id Y happens. Finally, being able to automatically create tickets from an email address on our domain proved super useful and meant our members received a more personal level of response. Cons We had a bit of trouble trying to contact customer support for a billing enquiry. It’s not always easy to get help using the system, which is slightly ironic given the product!For the most part it’s Review Source LG Letlet G. Sales and Marketing Retail Used the software for: 6-12 months ### "Discover the Customer Support Software That's Changing the Game: Freshdesk" March 1, 2023 4.0 Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond promptly.Since implementing Freshdesk, we have experienced numerous advantages. Due to the effective automation features that cut down on repetitive tasks, our agents are now able to maintain their highest levels of productivity. We have also benefited greatly from Freshdesk's omnichannel capabilities, which enable us to automatically route requests from various channels to the appropriate agents. We have also been able to improve our capabilities and streamline our procedures.In general, Freshdesk has revolutionized our customer support team. It has made our agents more effective and productive as well as helped us provide better customer support. The software is affordable, user-friendly, and provides excellent customer support. Freshdesk is definitely something you should look into if you want a customer support system that works. Pros I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able to automate repetitive tasks, which increased my productivity and allowed me to concentrate on providing high-quality customer support.I was also able to do more with the software thanks to Freshdesk's integration with over 500 apps from the Freshdesk marketplace, such as Salesforce, Jira, WordPress, and Shopify, which ultimately enhanced my customer support capabilities. Lastly, Freshdesk's round-the-clock support ensured that my customer service remained top-notch by providing me with the assistance I required at any time. Cons Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses. Review Source AO Abayomi O. Network Engineer Information Technology and Services Used the software for: 1-2 years ### "Freshdesk: A Comprehensive and User-Friendly Help Desk Solution for Organizations" April 14, 2023 4.0 As a network engineer, my overall experience with Freshdesk is positive, as the platform offers a comprehensive suite of features that helps me streamline my workflow, provide better support to my customers, and improve overall efficiency. The platform is user-friendly and easy to navigate, making it simple to manage support tickets, assign tasks, collaborate with team members, and track progress. Pros I like several features, such as its Mobile Access, Scheduling, Task Management, Project Planning/Scheduling, Service History, Real-time Consumer-facing Chat, Customizable Branding, and File Sharing capabilities. These features help me to streamline my workflow, improve customer satisfaction, and provide more personalized and efficient support to my customers. Cons I consider the Freshdesk's pricing plans are not as affordable as they should, especially for small businesses or startups with limited budgets. Review Source DMM Donna Marie M. Trainer Consumer Services Used the software for: 1-2 years ### "Freshdesk Review " August 8, 2023 5.0 Satisfied. Pros Omnichanel dashboard is what I like. You'd see everything in this page, all the tickets including international you can also filter the tickets you want to check including tickets under your bucket. Cons None so far. This tool only needs exploration and familiarity. Reason for choosing Freshdesk It's easy to use and has better features Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/) Freshdesk under Fresh works is way more convenient at user friendly. Review Source Grace B. Project Manager Retail Used the software for: 1-2 years ### "It allows us to manage all queries and complaints in one place" September 19, 2023 4.0 It's a comprehensive bundle that allows us to answer any queries or concerns our clients may have. Using this program, we are better able to maintain satisfied clientele. Pros My favorite The UI and methodology behind Freshdesk make it ideal for managing and resolving customer inquiries via email. It's an indispensable piece of office equipment for handling all of your customers' questions in one place. Cons The fact that it's a fantastic resource for anyone interested in fielding consumer inquiries means that there aren't any downsides. You need only implement a method of logging in with a cell phone number. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It's easy to learn how to utilize Freshdesk, and once you do, you won't have any problems. It's a great tool for tracking tickets, making reports, and staying on top of key performance indicators. Review Source SG Sonya G. Accounting operations Consumer Services Used the software for: 2+ years ### "Freshdesk CRM" September 7, 2023 5.0 I have used many CRMs and freshdesk is on the top of my favourites list, due to its user-friendly options, simple and customizable view and functions efficiency. Pros The simple view and yet there are so many options and customizable fields available. Very user-friendly. Cons The way the signature is created - it would be simpler if the signature image could be copied and directly pasted in the box. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was not what we needed and had a lot of limitations. Review Source HE Henrico E. Director Hospitality Used the software for: 2+ years ### "Instant access, effortless maintenance and maximum security " May 20, 2024 5.0 Brings centralization and customer inquiries management. Offers automation and great customer support. Pros The fact that I don't have to install any updates since the latest version is automatically received on logging in. Resolving customer queries is made quick through automation. Browsing online reports in real time has improved our team's performance and customer satisfaction. Allows multichannel communication too. Cloud computing is most affordable with Freshdesk. Cons Everything is pleasing. It is reliable and secure to work with. Launching and deployment was effortless for us. Review Source LD Leonardo D. Security Engineer Information Technology and Services Used the software for: 2+ years ### "Cheap, simple and something you want to use within your organization!" May 9, 2023 5.0 I have been using Freshdesk at my past work and implemented it also at one of my previous jobs. They went from TopDesk to this brand new product without any problems. The migration process we have done was manually, but we had no problems at all switching to the new system. Pros Federated Access, The UI design and simplicity, the dashboard is fairly easy understandable and requires little to none effort to understand the product. Cons Some things are limited in the free and first paid tier. But most of the important features are available in the free tier. So you basically get a free ticketing service in your hands! Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Because it was cheap, and did offer us what we needed. It was the best choice based upon our requirements. Switched from [TOPdesk](https://www.capterra.com/p/127562/TOPdesk/) Costs and functionality Review Source VR Verified Reviewer Libero professionista Translation and Localization Used the software for: 6-12 months ### "Ottima soluzione per la gestione del supporto clienti" September 11, 2023 4.0 Pros Una delle caratteristiche principali che mi ha colpito di Freshdesk è la sua facilità d'uso. La configurazione iniziale è stata rapida e senza problemi, e il dashboard è intuitivo, il che ha permesso al mio team di iniziare a utilizzare la piattaforma in pochissimo tempo. La possibilità di personalizzare il sistema secondo le nostre esigenze è stata molto utile, consentendoci di creare flussi di lavoro personalizzati e regole per l'instradamento dei ticket.La gestione dei ticket è molto efficiente con Freshdesk. È possibile assegnare ticket a membri specifici del team, impostare scadenze e monitorare lo stato dei ticket in tempo reale. Inoltre, l'integrazione con il nostro sistema di posta elettronica è stata fluida, consentendo di avere tutti i messaggi dei clienti in un'unica posizione.Il portale self-service è un grande vantaggio, poiché consente ai nostri clienti di trovare risposte alle loro domande senza dover contattare direttamente il supporto. Questo ha ridotto il carico di lavoro del nostro team e ha migliorato l'esperienza del cliente. Cons Ho notato che alcune delle funzioni avanzate richiedono un abbonamento a pagamento, il che potrebbe non essere adatto per tutte le piccole imprese con budget limitati. Inoltre, l'assistenza clienti di Freshdesk potrebbe essere migliorata, poiché a volte le risposte ai nostri ticket di supporto richiedevano più tempo del previsto.In sintesi, Freshdesk è una soluzione eccellente per la gestione del supporto clienti con molte funzionalità utili per migliorare l'efficienza operativa. Tuttavia, è importante valutare il costo delle funzionalità avanzate e prendere in considerazione l'assistenza clienti prima di scegliere questa piattaforma. Nel complesso, lo consiglio per le aziende che cercano una soluzione di supporto clienti completa e scalabile. Review Source Laura H. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Freshdesk manages and resolves customer tickets in one place" September 18, 2023 4.0 Support and development teams may quickly and easily filter issues in Freshdesk using the many available filters. Using freshdesk has been a simple process. Another perk is that numerous tickets can be linked to the same major disruption. Pros When it comes to handling support tickets, Freshdesk has you covered. The user-friendliness of the UI, as well as its vivid method of generating and receiving information. The platform's storage capacity and the extent to which it can be used as a whole are both capped. Cons Freshdesk's biggest flaw is that it can be extremely sluggish to launch. Freshdesk's frequent service interruptions slowed response times. In addition, failure notification automation should be kept up to date. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) The fact that different people on the team were tackling the same problems was a major source of frustration. Our help desk is now much more organized thanks to Freshdesk. Ticket monitoring, status updates based on new information, and team collaboration are all possible with this feature. 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.