# Page 74 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 74 - 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 74 - Reviews of Freshdesk ## Showing most helpful reviews Showing 1826-1850 of 3434 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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. Freshdesk 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 Freshdesk 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 Freshdesk 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 Freshdesk 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 DB Desiree B. Customer service representative Insurance Used the software for: 1-2 years ### "Freshdesk is the best" June 1, 2024 5.0 Pros I liked how efficient it was for the ease of use Cons There was not anything i did not like about freshdesk 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 freshdesk 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 Freshdesk 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 MP Michele P. System Engineer Computer Networking Used the software for: 2+ years ### "Happy to use freshdesk" May 14, 2019 4.0 Pros easy to use and a lot of functionality. Support is good. also, there's an app so you can scroll through the tickets on your way to work. Cons There are obviously restrictions compared to custom made support desk software. We can live with them. Review Source AL Abdul L. IT Consultant Information Technology and Services Used the software for: 1-2 years ### "Best Ticketing Tool for IT support" February 14, 2023 5.0 Pros Easy to access, and good Ticketing tool, Cons All seems to be fine here, a bit of improvement on the front end look of the same Review Source RS Rudy S. CEO Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Freshdesk made our life easy" November 3, 2018 4.0 We have tried a couple of alternatives, but have now decided to make fresdesk the core of our collaboration system Pros It organized the many tasks we have in our team om a very orderly fashion. The main reason is its ease of use, any new employee needs a day to start working with it and it gives a real insight in the work that needs to be done to keep up with the many requests we get from our customers. It integrates very well with all our other programs... Cons They have changed to a new look and feel, with many improvements, but there are some bugs that sometimes results in screen freeze or interruptions, this is getting better by the day. Review Source EGC Evelyn Grace C. Customer Service Representative Consumer Services Used the software for: Less than 6 months ### "Easy to use customer support software suitable for keeping track of customer's ticket status request" October 7, 2017 5.0 It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis. Pros It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management. Cons To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support. Review Source THH Teresa Herbic H. Author/ Writer Primary/Secondary Education Used the software for: 2+ years ### "Freshdesk Provides ease in CRM Process" December 13, 2018 5.0 Excellent product. Thank you! Pros Freshdesk is an exceptional software application tool for companies wishing to successfully manage their CRM base. It is simple for customers to create an inquiry ticket. A reference is assigned, and simple follow up processing is a result when you have an internal or outsourced partner working on these inquiries. Tasks are easily created and automated which helps to further ensure customer success. Cons I love Freshdesk and have grown accustomed to using it for one of my contract work assignments. I believe its a highly functioning system with great benefits. Review Source VR Verified Reviewer Manager Education Management Used the software for: Less than 6 months ### "Best Help Desk Tool " November 12, 2022 5.0 Overall the help desk features was good for me and it was working as expected. Its cost effective and flexible solution. Pros I used this tool for setting up help desk. Its easy to deploy and quick to set up help desk. Overall its great tool with some support issues. Cons Support system needs to be improved. A simple request ticket takes lots of time to resolve. I kept waiting for one week for a simple deployment issue. Review Source HV Hans V. CEO Food Production Used the software for: 2+ years ### "Continuous Improvement" November 19, 2018 4.0 We're supporting tech-agnostic software users. With Freshdesk we try to migrate our customers online. Freshdesk offers a nice combination of traditional helpdesk software with advanced automation features Pros We're using Freshdesk for 3 years and have seen many innovations and improvements. It's agood product which keeps getting better. We're also heavy users of the solutions pages, migrating our manual online in bits and pieces. Cons Inflexible password policy for our customers. Review Source MgV Maria gabriela V. Assistente Design Used the software for: Less than 6 months ### "I really like Freshdesk because it is a practical and easy-to-use application" June 22, 2023 5.0 Pros It offers a totally different support for customers, the super advanced service is fully automated Cons A disadvantage of Freshdesk is that prices can be relatively higher compared to some other software options Review Source sS salman S. Software Consultant Information Services Used the software for: 1-2 years ### "Best tool to manage the customers, and Easy to use." June 25, 2018 5.0 We keep updated /active our customer through this portal. our customer can interact us very easily though this app integration. They can raise the ticket for any concern which alerts us about it and we get an issue resolved soon. Pros Very easy to use. Customizable. Provide various options. UI is best in class. Very supportive team. Cons They are responding little late in chat support. they can improve this.overall its good to have this software. Review Source AG Anita G. Director Information Technology and Services Used the software for: 6-12 months ### "Great Product, easily customisable" May 17, 2019 5.0 We were searching a holistic solution which can help us with ticket logging via email but do suppress repetitive mail to same issue into one ticket. Freshdesk was an excellent solution for it Pros Ease of use, customising on the go, changing ticket fields of your choice, Cons Limitation on number of agents , blossom plan should support minimum 5 agents Alternatives considered [Zoho Assist](https://www.capterra.com/p/112011/Zoho-Assist/) Reason for choosing Freshdesk It was more easier to operate and customise Review Source GH Greg H. Compliance Manager Mining & Metals Used the software for: 2+ years ### "Freshdesk ticket system review" July 4, 2019 5.0 Pros Handles multiple chanels of comms from our clients. Ticketing system is very easy to learn and search. Automated responses to clients. Very attentive support. Cons Automated assignment of tickets to agents without running a scenarios Review Source VR Verified Reviewer Content Specialist Computer Software Used the software for: Less than 6 months ### "Best Support Ticketing Platform" May 10, 2019 4.0 Very Good Pros \- Ticket tracking - Reports - Ease of use - User Management provisions Cons \- Inability to add status dashboard for groups - Need to purchase a number of agent users and this is beneficial only if you have a large team and need - Cost associated per agent. Should provide packages for 3 users, 5 users etc. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) 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.