# Page 73 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 73 - Is Freshdesk the right Knowledge Management solution for you? Explore 3420 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 (3420) 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 14th, 2026 # Page 73 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1801-1825 of 3420 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use PH Paul H. Support Manager Computer Software Used the software for: 2+ years ### "Great package of features" May 31, 2019 5.0 Pros I like the evolution of the software most - that there is continual change and advancement. Cons I have found some of the integrations to be lacking, but they are getting better. For example the JIRA App was ok, but I just updated and it was much better. Review Source SS Sumit S. AM Marketing and Advertising Used the software for: 2+ years ### "Always Buggy" July 3, 2020 3.0 Been okay. looking for alternatives as this affects the business over long term. Pros okay for its price but there are definitely better software than this in the market. Cons Very buggy, although i pay for the premium plan i was downgraded to a lower plan without explanation. Review Source IA Igor A. Customer Experience Computer Software Used the software for: Less than 6 months ### "Freshdesk Review" September 22, 2021 5.0 With we were able to quickly automate the workflow and meet the SLA's of the areas in a fast and agile way Pros It is possible to make several customizations on your own, creating rules for tickets and very intuitive interface and practicality to manage Workflows Cons The only difficulty compared to the big competitors would be in the part of the reports that doesn't allow you many customizations outside the offered ones, but it has very valuable insights and attractive dashboards. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) jira was no longer serving us, everything we needed again, we received a future order Review Source NG Nika G. Senior Technical Consulant Information Services Used the software for: 1-2 years ### "Easy deployment" June 17, 2021 5.0 Quick responses, not quick solutions Pros Quick and easy deployment, branded to the needs of any customer Cons Anything that is not part of the product needs to be customized and many features that we expect and not part of the product... Review Source Ibadat S. agent Leisure, Travel & Tourism Used the software for: Less than 6 months ### "most convenient ticketing tool" March 1, 2024 5.0 Pros easy to use, great user interface which makes it easier to search and work upon Cons themes option are fixed by organization and it would be good if users have option to change Review Source gA grhecya A. manager Marketing and Advertising Used the software for: I used a free trial ### "software de confianza" June 2, 2023 5.0 Fue buena, por que la utilice por recomendación de un colega de trabajo. Pros Es muy fácil y sencilla de utilizar, tiene una interfaz que es practica para emplearla en el proposito que uno cree necesaria Cons Con un poco mas de simplicidad, seria una excelente forma de hacerla mas fácil de usarla. Review Source WP Wendy P. GM Operations Information Technology and Services Used the software for: 6-12 months ### "Freshdesk - Excellent service" November 24, 2019 4.0 Really good, highly recommend the platform. Pros Accessibility to support, very user friendly interface, very simple. Cons The JIRA integration needs a bit of attention and needs to be bi-directional, however does the job. There is no non-agent access at a reduced cost for individuals that are not agents, but need to access the system. Reason for choosing Freshdesk simplicity, access to service, allows us to manage ourselves. Review Source CA Charles A. Support Supervisor Information Technology and Services Used the software for: 2+ years ### "Freshdesk, a good choice?" August 29, 2019 4.0 We like the ability to customize the software, however, training or migrating agents from other CRM's is problematic. Pros The customization options are numerous, and finding customer information and history is easy. Cons The software has a higher learning curve than similar software. Review Source BZ Bradley Z. Engineer Security and Investigations Used the software for: 2+ years ### "IST Review" December 10, 2019 5.0 Pros Some of the automations are extremely valuable. The ticketing system allows us to manage and monitor our projects with ease. Cons There are some small bugs that we have had to deal with where tickets will not show up or customers do not enjoy using it. Review Source SV SABRINA V. Head of CS and Claims Automotive Used the software for: 6-12 months ### "Neutral, I miss a few features" November 29, 2019 4.0 We use FD as our mail software, also we use connexion with other soft (slack, Aircall...) Pros Easy to use - Chat to talk to support - Easy set up of settings Cons The lack of overview on the main page, we must create a dashboard for that, and if the view ain't for all agent, you cannot build the data into the dashboard. Also, automations cannot clean up existing tickets Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk costs at the time Review Source KW Kerry W. Tech Services Manager APAC Computer Software Used the software for: 2+ years ### "Fresh Desk" September 19, 2018 5.0 Complete tracking of customers support calls and requests, this also includes enhancements requests for our software so great all round view of customers issues and needs Pros Easy to track customer conversations, requests and support issues. It has made a difference to the overall view of our customers needs Cons I like the ease of use of the old Fresh Desk but the features in Mint. But I guess we will have to get used to using Mint. I also think the pricing is perhaps a little high Review Source TG Tim G. Technical specialist Automotive Used the software for: 2+ years ### "Gränges FreshdeskReveiw 2020-01-08" January 8, 2020 4.0 Great customer-support, and the application does the job Pros It's easy to use, with good overview of the tickets Cons I would like to have more dynamic reports, using custom-fields etc. Reason for choosing Freshdesk Cost and the ability to create documentation from tickets and separately. Review Source VR Verified Reviewer data managment & customer care Used the software for: Less than 6 months ### "it is a great system to keep in touch with all customers" July 18, 2018 4.0 It saves a lot of time due to the templates and canned responses you can use Pros I absolutely love the fact that you can build templates and canned responses for certain regular questions. This system surely saves a lot of time during the week and saves my fingers from bleeding by typing the entire day. Cons I would have liked to see that you can set certain templates or canned responses in a "close after 2 weeks if no response received" Unfortunately this system does not let the tickets close automatically after a certain period of time Review Source FB Felicia B. Customer Experience Architect Photography Used the software for: 1-2 years ### "Freshdesk for customer service" July 5, 2019 5.0 Pros Love the educational aspects (webinars, etc.) and the ability to assign tasks to agents and customize tags. Wish we could do more per ticket by hovering and not actually opening the email (to save time and resolve tickets in batches). Cons Not being able to view spam/trash in case we didn't receive a response. Also, the formatting is similar to Gmail instead of Outlook with more font editing options. Review Source RP Ravi P. Web Manager and eCommerce Specialist Consumer Services Used the software for: I used a free trial ### "Great Helpdesk but I dislike limited users" August 21, 2018 5.0 I have trialled and evaluated all popular helpdesk apps like Freskdesk, Zayanko, Zendesk, Hiver and others I tested all of them with our actual marketplaces and the actual support email address. is the best overall. Sadly, we don't take up with Freshdesk because of the cost reasons for 2 support users when we need 6 different users. So, we choose another helpdesk for unlimited users and the limited tickets pricing plan. If you ask me which to choose Zendesk or Freshdesk, I would recommend Freshdesk over Zendesk. Pros \- Clean and Clear reply to a customer without any delimiter, agent's user profile. - Helpdesk is very easy to set up compared to ZenDesk - Helpdesk is much better than Zendesk Cons \- Limited Users and same cost per user regardless of the different department. For example, In our business, warehouse guys don't talk to customers and they need to communicate on the internal notes on tickets. We want our warehouse/account team to be involved on the for the internal communication. We have 2 support users, 1 account user and 3 warehouse users. What is the point of paying the cost for 6 users when we need 2 support users to communicate to our customers? - We get an average of 500 tickets per month and we need lots of users. Freshdesk offers unlimited tickets, but limit users. which is opposite to our requirement budget. - Slow Technical Support, most of the times I get a reply from the tech. support after 5-8 hours and no live chat available. - eBay is not available on the lower pricing plans but strangely Amazon is available on the lowest pricing plan. Review Source NC Nirmal C. Analyst - Customer Support Information Technology and Services Used the software for: 1-2 years ### "A Fresh approach to client management" September 7, 2018 5.0 Over all im a very happy employee using as a client support tool. Its ease of functionality and dedicated customer support makes this a worthwhile investment for any business. Pros 1\. Fast Auto Response with ticket creation and ticket number 2. Easy to track individual tickets 3. Ticket filters help track different status with a click of a button 4. Very flexible in terms of molding the tool as per business requirements 5. Reporting made easier with multiple reporting criteria 6. Can track individual leader boards within the team Cons Using this tool for aver a year now and have not faced any issues that would be an eye sore. Review Source HG Harshal G. Marketing Internet Used the software for: 1-2 years ### "Great product and support" December 22, 2022 5.0 Pros The ease of setup and use is great, the support team is excellent and always available Cons Time triggers cannot be pushed to slack, and also there is no minute breakdown on time triggers (the minimum time for the same is 60 mins) which sometimes becomes too long to get back to a customer Review Source MO Marvin O. IT support officer Information Technology and Services Used the software for: 2+ years ### "All you ever need in a customer suited environment" January 6, 2020 5.0 Outside of the search system and very rare but email not going through to clients (mainly their own setup at fault) I have no complaints. Pros The ease of use The automation The reminders on tickets Cons The search system needs a little work, its hard to search for terms used in tickets Review Source HM Hiren M. IT Consultant Information Technology and Services Used the software for: 2+ years ### "As simple as it can be" June 19, 2019 5.0 Pros We have been using for 5 years and it has been as awsome tool to manage support and communicate with clients. Cons No cons. and never hadany recommendation to improve from any of the colleagues or customer! I guess it is the best as it is. Review Source VR Verified Reviewer Customer Care Trainer Used the software for: 1-2 years ### "We've only used the free platform of this, and it worked well for creating a basic knowledge base." April 18, 2018 3.0 A free place to store easy to access information for our agents. Pros It was free, and provided us a quick short term solution to a bigger issue. We got all of the information needed in the knowledge base so our team has an easy to use reference. Cons For a free service I don't really have any room for complaints. It's easy to use. It's not the prettiest but, it does the job. Review Source DT Debbie T. Active manager Business Supplies and Equipment Used the software for: I used a free trial ### "Live chat " August 31, 2023 5.0 I use it to respond to inquiries Pros Fresh desk has quality audio output and input. Cons Chatting information can be recorded and kept for future Review Source RL Rajat L. Technical Specialist Information Technology and Services Used the software for: 2+ years ### "Freshdesk Review" October 10, 2018 4.0 Quite well. We are using it as our ticketing system. Pros Easy interface to assign and reassign ticket from one user to the other. Integration with JIRA is also very good. Cons The saving and publishing of articles within Solutions module is not very much intuitive. Review Source BO Bolanle O. Real Estate Consumer Goods Used the software for: 6-12 months ### "Best Customer Support Software" December 18, 2022 4.0 It has been the best so far. Pros Ease of use, user friendly and good customer service. Cons Ability to able to test first before launching live. Review Source VR Verified Reviewer BOA Telecommunications Used the software for: Less than 6 months ### "Creat, modern tool" July 20, 2019 5.0 Agents can create tickets on each call and they can be routed to the appropriate teams making it easier and quicker to resolve customer problems, they can also view knowledge articles and forums to answer any questions they may have on a call Pros Fresh works can custom build almost features that they don’t already have included, it looks modern and it’s easy to customize, their ticket formats make sense Cons Nothing that I can think of other than each use case needs its own portal and can’t be accessed from the same link, there are also limits on ticket fields Review Source AB Angelica B. Manager, Membership & Data Management Non-Profit Organization Management Used the software for: 1-2 years ### "Freshdesk is great to hold employees accountable" January 16, 2020 3.0 Pros Out company really utilizes the reporting of so we can be held accountable for tickets that are coming in from our members. Cons Sometimes the sender of the ticket is not the person who really needs an answer questioned but the reply must be sent to this person...would be an improvement if you could change the TO in your reply rather than only being able to add someone to a CC field. 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.