# Page 8 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 8 - 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 8 - Reviews of Freshdesk ## Showing most helpful reviews Showing 176-200 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MS Mahara S. Sales Manager Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Best for customer care chat option" June 22, 2024 5.0 Pros It so easy for fresher and simple to work Cons I have never seen down time in past 1 year. Review Source PA Prajjwal A. Software Engineer-II Information Technology and Services Used the software for: 2+ years ### "The comprehensive answer to boosting productivity and teamwork in customer service" May 10, 2023 4.0 Firstly, it has vastly improved our customer service; with Freshdesk, we can centralize the management of all customer requests, which speeds up our responses and helps us solve issues more quickly. On the other side, integrating many communication channels into a single setting allows us to process more requests in less time. It has also impacted internal collaboration thanks to features that facilitate our agents working together to address an issue or fulfill a request. Finally, it has customer service metrics and reporting capabilities. Pros As a regular user of Freshdesk, I can attest that it is a powerful and intuitive platform for customer service. We can respond to emails, chats, and social media messages directly from the platform, which results in significant time savings for the organization's customer support team and makes us more efficient, which is something I like about this tool. The dashboard is an excellent feature because it shows me how customers interact with the company. Last but not least, Freshdesk has a fantastic support team that is always eager to assist and quick to offer solutions to any issues we may have. Cons Freshdesk's steep price tag is a deal breaker for many businesses, especially those with a smaller or medium budget. Another potential drawback is the tool's high degree of customization and configuration, which can be too much for certain users to handle. Review Source KW Kaley W. Technical Support Analyst Computer Software Used the software for: 1-2 years ### "Freshdesk for SaaS Customer Support" August 8, 2023 4.0 My company uses Freshdesk for customer support of a SaaS healthcare software. We use ticketing, knowledgebase articles, and customer database management. Pros Freshdesk is easy to use for both agents and customers. Customers can access their tickets and a knowledge library all in the same place. Cons I've encountered several bugs. Freshdesk support is usually proactive and quick in resolving them, but they're still inconvenient. For example, a recently fixed bug was that certain customers could not log in to the portal unless they checked the "Remember me" checkbox. Review Source Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 1-2 years ### " Convenient and reasonably priced" August 21, 2023 5.0 Freshdesk from our users is crucial as a consumer app. With Freshdesk, our customers can quickly and easily send us comments or concerns, and my staff can quickly and simply respond and stay in touch with the customer. Each feedback ticket may then be monitored to ensure it was addressed and resolved in a timely manner. Pros We've been using Freshdesk for years and are quite pleased with our decision to switch from Jira. With so many tickets, we quickly outgrew Jira, which caused it to break often and make its interface cumbersome. After years of problems, we finally made the transfer to Freshdesk. When compared to Jira's pricing and functionality, it's hard to top this deal. Since we'd lost our previous wiki and needed to start again, we used Jira's streamlined setup process to create a new one. It's a combination of the help desk's ticketing system, online chat, email, and a comprehensive knowledge library. Cons There is nothing I dislike about Freshdesk. As a support desk tool, it much above our expectations, therefore I will be investigating their other offerings. Switched from [Front](https://www.capterra.com/p/132901/Front/)[Gladly](https://www.capterra.com/p/156723/Gladly/) It's user-friendly even for those who aren't savvy with computers. You have complete control over how an agent's workday is facilitated. This is by far the greatest tool of its kind I've used to assist customers. Review Source LF Lavínia F. Médica Health, Wellness and Fitness Used the software for: 1-2 years ### "Avaliação da Freshdesk em consultório médico" July 12, 2023 5.0 Minha experiência é otima com o app por que melhorou meu serviço e pude ver onde estava as necessidades do meu cliente. Pros O Freshdesk facilitou que eu desse um suporte ao cliente que ajuda as empresas a gerenciar e resolver os problemas e consultas dos clientes de forma eficiente. além disso, me fez oferecer alguns recursos interessantes que melhoram a experiência do meu cliente como o sistema de ticketing, base de conhecimento, chat ao vivo, automação de tarefas e integração com outras ferramentas de negócios. Cons Acho ainda difícil a implantação e ensinar os funcionários acerca do app. Review Source HB Holly B. Technical lead Education Management Used the software for: 1-2 years ### "Elevating Customer Support" June 8, 2024 5.0 Pros When a customer submits a support request, it automatically creates a ticket and prioritizes it. This ensures that no issue goes unnoticed, and I can provide timely support to my clients, improving their overall satisfaction. Cons Its occasional lag when handling multiple tickets. It can slow down my workflow during busy periods. Review Source VR Verified Reviewer Software Developer/Support Media Production Used the software for: 2+ years ### "100% recommend this software" May 20, 2021 4.0 Pros Freshdesk is definitely a great tool to use to manage customer conversations. The fact that we can integrate alot of the tools into one place with their SDK is such a useful feature as this way we can limit the need for agents to require access to multiple services and we can bring it all into one place. Cons Like most software out there. There are limitations and sometimes it makes it harder to achieve what you are looking for. There are a few bugs here and there, but you won't notice it if you are a support agent - only if you dug deep into Freshdesk and its configurations. Review Source JW Jessica W. IT Specialist Construction Used the software for: 1-2 years ### "Great Application" November 10, 2023 5.0 Overall experience has been fantastic. I would recommend the product to anyone who wants to use it for a ticketing system. Internal and External. Pros The best this about FreshDesk is their customer support. They are always available to help at any day or time. The tool is extremely easy to use and understand, even for people who are not in IT or Engineering. Cons There isn't anything I don't like about FreshDesk. But one thing they could improve is the ability to hide certain fields in the properties of the ticket on the agent side. Review Source AW Alex W. Technology Consultant Higher Education Used the software for: 6-12 months ### "Great tool, even at the lower price tiers" November 3, 2018 5.0 Overall, my gripes are relatively minor, and for the most part have usable workarounds. FreshDesk has proven an invaluable tool for our small team, and I would recommend it to anyone looking for a solid ticketing system. In fact, I already have! Pros The interface clear and navigable, making it simple to switch from our old ticketing system. It's easy to work together on a single ticket, especially with the ability to create Private Notes visible only to agents. Email templates help speed things up, and time-based rules ensure that tickets don't sit idle too often. Also handy are the apps that allow you to expand some of the functionality or customize features. While the ticketing features are handy, I've recently started delving into the "Solutions", aka knowledgebase. It's easy to format, and gives you some flexibility with HTML. I think we'll be able to leverage it for some very useful tutorials. In the meantime, we have a single page with a picture from The IT Crowd captioned "Have you tried turning it off and on again?" Finally, I'd like to give kudos to FreshDesk support. They are very responsive, usually replying within a couple of hours. I don't think we've had a single ticket stay open (waiting for reply) for more than a day. As an example, another organization we support had difficulty getting outgoing email working. FreshDesk's DKIM service wasn't functioning properly, making it impossible for them to send mail from the tool. They identified the issue quickly, and were able to address the underlying technical issues in a satisfactory timeframe. Overall we haven't had many problems, but where we've had them, they got fixed or explained to our satisfaction. Cons Unfortunately, some of the explanations from support have been "That's available in a higher price bracket." We're on the "Blossom" level, the first paid tier, and some features that we'd find useful are only available in higher tiers that are cost-prohibitive for our two-person team. It'd be nice to have an a la carte menu to be able to add a few features for a few dollars, rather than nearly doubling our cost. Still, those features are "nice to have", not necessary, and we are functioning quite well despite their absence. I can definitely see how larger teams would benefit from them though, so I don't begrudge the tiers' mere existence. There are a couple of weird things about the Solutions builder. I wish it was more of a "what you see is what you get" tool, though you do have the ability to preview your drafts before publishing the page. For example, I wanted include some footnotes, using superscript numbers in the text for indexing. This wasn't in the available formatting options, so I used the \[much-appreciated\] HTML editor. The problem is, the numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course the published page). This makes proofing cumbersome. Review Source VR Verified Reviewer CEO Computer Software Used the software for: 6-12 months ### "Best customer self-service software in 2023" March 23, 2023 5.0 Freshdesk is an easy-to-use customer support platform that enables support teams to effectively manage customer requests via multiple channels, such as email, live chat, social media and phone calls. Freshdesk features include ticket management, knowledge management, reporting and analytics, as well as customisation of the user interface to meet your specific business needs.Users generally appreciate the ease of use of Freshdesk, as well as the ability to customise the platform to their specific needs. In addition, the user interface is intuitive and easy to navigate, making it easy to manage customer requests.However, as with any software platform, there may be potential challenges or issues encountered when using Freshdesk, such as system stability issues or high fees to access the platform's full functionality. It is important to take these factors into account when evaluating the overall experience of using Freshdesk. Pros Ticket management: Freshdesk provides an intuitive interface for ticket management, allowing customer support agents to easily track, prioritize and resolve customer requests efficiently.Automation: Freshdesk offers automation features to streamline work processes, reducing errors and improving efficiency.Customisation: Freshdesk allows full customisation of the user interface, views, workflows and reports, enabling users to create specific workflows tailored to their needs.Integrations: Freshdesk offers a range of integrations with popular third-party applications such as Salesforce, Shopify and Slack, allowing users to easily connect their customer support system with other tools.Analysis and reporting: Freshdesk provides detailed reporting and analysis of customer support performance, allowing users to track key performance indicators and identify areas for improvement. Cons System stability problems: some users may have experienced system stability problems or downtime, which may adversely affect their ability to provide effective customer support. Reason for choosing Freshdesk user-friendly and easy to use, which can be a significant advantage for teams looking to adopt a new customer support platform. Review Source Sinencia V. Executive Assistant Facilities Services Used the software for: 6-12 months ### "Freshdesk makes working easier!" June 12, 2019 5.0 In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future. Pros I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when! Cons One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end. Alternatives considered [Jobber](https://www.capterra.com/p/127994/Jobber/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing Freshdesk We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company. Switched from [Jobber](https://www.capterra.com/p/127994/Jobber/) We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business. Review Source AR Angel R. ELV Presales Engineer Information Technology and Services Used the software for: 2+ years ### "The all-in-one solution to enhance customer service capabilities and ticket tracking" June 4, 2022 5.0 Freshdesk has improved customer communication and helpdesk support, especially as a ticket tracking solution. Email integration for virtual help desk. Freshdesk simplifies task distribution and helps us gauge client happiness. Pros Freshdesk helps us provide assistance swiftly, give our customers a unique experience, and be transparent about their demands at all levels. Freshdesk offers chat, email, phone, and social media help. Freshdesk's easy-to-use cloud platform and smart automation capabilities enable more effective company processes for client interaction and a better experience. Freshdesk automates ticket creation and distribution to relevant departments. Freshdesk's records provide a detailed description of customer inquiries, their times, their status, and the speed of response. Freshdesk helps us identify our response services' flaws so we can improve them. The control panel gives each team member enough information, including tickets to answer, and through chatting, he may ask for help from colleagues and engage with the customer to ask questions. Cons Sometimes you can't automate what you need.Freshdesk, despite the wonderful services it provides, requires additional enhancements and automation of operations. There are constraints where automation is needed, and sometimes you can't do what you need. Review Source HU Haseeb U. Customer Service Supervisor of Training and Development Transportation/Trucking/Railroad Used the software for: 2+ years ### "Quite powerful CRM for Email Management, but still Improving" March 27, 2023 4.0 Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy). Pros Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes. Cons The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order. Review Source AS Antonella S. Project manager Public Relations and Communications Used the software for: I used a free trial ### "La soluzione completa per il servizio clienti: revisione Freshdesk" February 2, 2023 5.0 Di recente ho iniziato a utilizzare Freshdesk come software per il servizio clienti per la mia piccola impresa. Prima di Freshdesk, utilizzavo una combinazione di e-mail e un sistema di helpdesk di base, ma man mano che la mia attività cresceva, avevo bisogno di una soluzione più solida. All'inizio ero intimidito dall'enorme numero di funzionalità e opzioni di Freshdesk, ma dopo aver passato un po' di tempo a esplorare la piattaforma, mi sono subito reso conto di quanto fosse facile da usare. L'interfaccia era pulita e intuitiva e sono stato in grado di personalizzare facilmente la piattaforma per adattarla alle esigenze specifiche della mia attività.Freshdesk mi ha permesso di impostare l'assegnazione automatica dei biglietti e le notifiche e-mail, il che mi ha permesso di risparmiare una notevole quantità di tempo e di rispondere più rapidamente alle richieste dei clienti. Inoltre, l'app mobile mi ha permesso di gestire facilmente i miei ticket di assistenza mentre ero in movimento. Ho anche apprezzato i report dettagliati e le analisi in Freshdesk. Questi strumenti mi hanno aiutato a tenere traccia delle mie prestazioni e a prendere decisioni basate sui dati per migliorare il mio servizio clienti. Pros app mobile che ti consente di gestire i tuoi ticket di supporto da qualsiasi luogo, esigenze aziendali specifiche, inclusa la possibilità di aggiungere campi personalizzati, creare moduli personalizzati, personalizzare la piattaforma. Cons le opzioni di personalizzazione in Freshdesk sono limitate, il che rende difficile personalizzare completamente la piattaforma per soddisfare le loro esigenze specifiche. tempi di caricamento lenti e anomalie occasionali, servizio clienti scadente. Alternatives considered [Groove](https://www.capterra.com/p/177789/Groove/) Reason for choosing Freshdesk Supporto multicanale: Freshdesk offre supporto multicanale, tra cui e-mail, live chat e social media, che può essere più completo rispetto all'attenzione di Groove per il supporto e-mail. Freshdesk offre supporto multicanale, tra cui e-mail, live chat e social media, che può essere più completo rispetto all'attenzione di Groove per il supporto e-mail. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Freshdesk offre un'ampia gamma di opzioni di personalizzazione, semplificando la personalizzazione della piattaforma per soddisfare le esigenze specifiche della tua azienda. opzioni di prezzo più convenienti rispetto a Zendesk. Review Source habib G. consultant Design Used the software for: 6-12 months ### " CRM Go-To avec un service client et très efficace." February 17, 2023 5.0 Je suis extrêmement satisfait de Freshdesk en tant que solution de gestion de service client. Le logiciel est très facile à utiliser, avec une interface intuitive qui permet de gérer rapidement et efficacement toutes les demandes des clients.La fonctionnalité de ticketing est particulièrement utile, car elle permet de suivre facilement les problèmes et de les résoudre rapidement. De plus, Freshdesk propose de nombreux canaux de communication, tels que l'email, le chat en direct et les réseaux sociaux, ce qui facilite la communication avec les clients.En outre, l'outil de reporting et d'analyse est très performant, ce qui permet de suivre l'évolution des demandes des clients, d'identifier les tendances et de résoudre rapidement les problèmes avant qu'ils ne deviennent trop importants.Dans l'ensemble, je recommande vivement Freshdesk pour toutes les entreprises qui cherchent à améliorer leur service client. C'est une solution de premier ordre, avec une excellente équipe de support qui est toujours là pour aider. Pros Un outil CRM (Customer Relationship Management) est un logiciel de gestion de la relation client qui permet de centraliser toutes les interactions avec les clients, de suivre les ventes et les opportunités commerciales, de segmenter les clients en fonction de leur profil et de leur historique, et de leur fournir un service personnalisé. Les outils CRM peuvent être très utiles pour les entreprises de toutes tailles, car ils permettent d'améliorer la communication avec les clients, de mieux comprendre leurs besoins et de fidéliser leur clientèle. Cons Cependant, un bon service client est également crucial pour la réussite de toute entreprise. Un service client de qualité peut aider à résoudre les problèmes des clients, à améliorer leur expérience d'achat et à augmenter leur fidélité à long terme. Les outils CRM peuvent aider à améliorer la qualité du service client en offrant des fonctionnalités telles que la gestion des tickets, les réponses automatiques et l'historique des réponses. l'outil CRM Go-To pourrait être un choix judicieux pour votre entreprise si vous recherchez un outil efficace pour améliorer votre entreprise: Bien que le logiciel offre une gamme complète de fonctionnalités, il peut également être assez coûteux, en particulier pour les petites entreprises. CRM Go-To peut être complexe à utiliser pour les nouveaux utilisateurs, et il peut y avoir une courbe d'apprentissage avant que les utilisateurs ne soient en mesure de tirer pleinement parti de toutes les fonctionnalités disponibles. Switched from [Kayako](https://www.capterra.com/p/80775/Kayako/)[Intercom](https://www.capterra.com/p/134347/Intercom/) je m'intéresse à touts les outils d'assistances en ligne Review Source HD Harry D. Customer Service Manager Health, Wellness and Fitness Used the software for: 1-2 years ### "Best all rounder!" June 10, 2021 5.0 Overall Freshdesk has been a great addition to the business. I think that the support has been good, though sometimes a little slow - occasionally disappointing if they don't know the answer, or can't get you an answer, you get shrugged off or forgotten about. Pros Freshdesk allows for a quick, smart and inexpensive customer service support desk to be set up, working and usable in less than 4 weeks. It is adaptive, and gives you everything that you need to deliver excellent service to your customers. Cons Some key features are missing, or locked behind higher price bandings. But I'd recommend that you consider Fresh to be a mid-market/budget option compared to CRM behemoths. It doesn't have all the bells and whilstes, but 90% of the bells you don't really need anyway! Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Fresh was a quick, easy solution that could integrate into the business seamlessly. It offered everything I needed without a heavy price tag, and clunky integration that would take months to implement. Review Source Donatien B. Full Stack Developer Computer & Network Security Used the software for: 1-2 years ### "Freshdesk tool for customer loyalty and rapid product evolution" January 7, 2023 4.0 We use this tool to collaborate with our partners and customers, make multi-channel calls and live chat, and manage negative customer feedback and quickly evolve as much as possible based on customer complaints and to be closer to our customers and feel their pain. Pros What impressed me a lot first of all, the fluid or intuitive modern interface, the generation of reports and the objective analysis on a work to allow the excessive loyalty and to evolve quickly the product on the basis of the complaints to the flap. Cons The time to get used to it, for example, the time to share the screen so that it can be effective, the more features there are, the heavier the system becomes, which consumes the resources (RAM) of the computer. Reason for choosing Freshdesk It is a fashionable product today in the business world to be more efficient and to make a software product evolve quickly as much as possible and to maximize the profits in order to keep the customers. It is really very practical. Review Source MR Michel R. Technical Support Lead Computer Software Used the software for: 2+ years ### "Best Helpdesk Application for your Money" September 17, 2020 5.0 First of all, they preach by example because Freshdesk's support is top notch. I found myself inspired every time I deal with them and even though I have (too) many years experience in the support business, I have learned from my interaction with Freshdesk's agents. It is clear to me that support is very important to this vendor and they obviously select and train their agents very well. Integrating the product in our environment was very easy and managing it is simple or as complex as you want it to be. I have been using Freshdesk for over 10 years now and they still surprise me with new features and new learning material (lots of "how to" videos, training and webinars). Pros Multi language, great knowledge base, easy to automate a lot of features (multi time zone groups, SLAs and Business hours/holidays support and many more) and available add ins to suit pretty much any requirement. Being on the cloud means we always have access no matter where we are or what we use (Tablet, Phone, laptop, desktop, ...). In the current world wide pandemie reality, all our agents are now working from home and the transition was seamless. Cons Reporting needs some love, although the basic is there. Freshdesk has recently added Analytics which is great but not that easy to configure so that you get the exact result you want. They are working on improving this. Most of the things I liked less about this software have been improved and quite a few features that we needed have been deployed over the years. We are also in the software development business and we understand that it is impossible to satisfy everyone, customers are really way too creative at times ;-). Reason for choosing Freshdesk We are an international company and at the time, only Freshdesk featured an almost completely multi-language (even the knowledge base and the customer Portal support multiple cultures). The fact that the application is hosted on the cloud was also a consideration. The rich text interface for replying to customers was also a big plus, many other products did not offer such flexibility. Attachments are nice, but for quick procedures being able to format your text and add images was a big plus. Nowadays, it is a given. Review Source JT Jacqueline T. Director of Technology Education Management Used the software for: 2+ years ### "Freshdesk -small IT Team, large campus. NO problem!" May 8, 2024 5.0 My overall experience moving our helpdesk operations to Freshdesk was extremely positive and simple to implement. We started out with the free trial and quickly decided to purchase the Pro version. Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an existing email address made the transition process transparent to the rest of the community. Pros We made the move to Freshdesk because of its features and Mobile app. Immediately, my team found the interface far superior to our previous helpdesk application. The filtering and merging of tickets allows us to keep track of our busy workload while the mobile app helps us stay updated while on the go across our 200 acre campus. We can see in realtime what is happening with a ticket status and can respond accordingly. No time is wasted because of duplication. We have also built out our solutions section with FAQ articles that we can easily link in our tickets. When you have a team of 3 for 180 FTE, 700 students and 1,500 parent constituents that you provide technical support to, you need a tool like Freshdesk to keep you as agile and efficient as possible! Cons We currently only use Freshdesk in the IT dept. I would love to expand our school's use of Freshdesk to other areas but the per agent cost may become a barrier to doing this. Alternatives considered [Asset Essentials](https://www.capterra.com/p/113574/AssetEssentials/) Reason for choosing Freshdesk We actually did purchase another solution for our Operations dept. but quickly found that it would not fit our needs in IT. We are so glad we went with Freshdesk because the other vendor made a 1yr commitment so cost prohibitive that the school was forced to enter a 3 yr. contract for a new software application. Needless to say, the other vendor did not live up to expectations. I am thankful for Freshdesk every time I have to engage in a support ticket with the other vendor. Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) We made the switch from Spiceworks to Freshdesk because we became frustrated with some of the limitations we were finding with our current solution at the time. We appreciate the clean and modern interface with simple to use reporting and slick dashboard metrics. Review Source VR Verified Reviewer Associate Director Facilities Services Used the software for: 2+ years ### "Support Detail" January 14, 2020 5.0 Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files. Pros \- Creating, monitoring and finding specific information: EXCELLENT - User interface is very fresh, intuitive and user friendly - Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became. - Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature. - Mobile App is so easy to use across IOS and Android. - Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution. - Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements. Cons Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software. Alternatives considered [Zoho CRM](https://www.capterra.com/p/155928/Zoho-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags Review Source JJ Joshua J. Engineer Oil & Energy Used the software for: 2+ years ### "FreshdeskSuccess" September 8, 2022 5.0 Better local customer experience than compactors that are not local or in the same nation. Pros The product was certainly easy to use and customizable to met all our needs. This saved us from lost emails and endless phone calls that were hard to keep track. It allowed us to organize different levels of support tiers from basic all the way to development coding team level support and identify hot-fix/break fix items that must be corrected in our product. Cons To be honest there was very little we did not like about the software. We did not use every feature 100% but exhausted a good bit. The price was a bit more expensive than competitors but had better customer support. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Customer support. Review Source Patrick L. Head of Digital Marketing Information Technology and Services Used the software for: 1-2 years ### "Advanced Options Enable Enhanced Business Efficiency with Freshdesk" March 17, 2023 5.0 I have had a great experience with Freshdesk. It is a comprehensive customer service and help desk solution that helps businesses improve customer satisfaction, reduce customer support costs, and increase overall efficiency. The user interface is intuitive and easy to use, plus it has features specifically designed for customer service agents such as automated ticket assignment rules, canned responses, multi-channel communication options (including email and chat), reporting tools to track response time and performance metrics. Additionally, the platform offers integrated solutions that can be customized according to specific business needs such as integrating with popular CRMs like Salesforce or Zendesk. The most important feature of Freshdesk that I found appealing was the ability to manage multiple accounts from one centralized location. Pros Easy to use: Freshdesk is designed for easy usability and provides an intuitive user interface that makes it simple to get up and running quickly, even if you have no previous experience with support software. Automation capabilities: Freshdesk automates many of the customer service processes like ticket creation, ticket routing, and more so that your team can spend less time managing tickets and more time engaging with customers.Comprehensive reporting tools: Freshdesk's reporting features provide comprehensive insights into customer engagement trends, ongoing issues, broker productivity, response times etc., enabling you to identify areas for improvement. Numerous integration options: With its large number of integrations available through the App Marketplace and API library, Freshdesk offers a degree of customization not found in most customer support solutions on the market today. Great value pricing plans: One of the best things about FreshDesk is its competitive price tag; depending on which plan you choose there are plenty of features while remaining cost-effective – making it a great choice for small businesses as well as larger enterprises alike!" Cons It is cost effective compared to other CRMs in the market and provides flexible pricing plans with multiple users per account at no additional costs . Review Source AM Aishwary M. Assistant Manager - Projects Insurance Used the software for: 2+ years ### "Freshdesk - an unprecedented approach for customer relationship management" May 21, 2021 4.0 Overall experience is very satisfactory. The user interface is very well defined and structured . The pre embedded Customer Satisfaction Survey makes this software even more desirable to have. Pros The high loading speed , effective clustering of tickets within groups and vast range of categorisation such as based on type, source, status, groups, first response due, overdue and the contact capturing facility makes this software a must have. Cons Flexibility has not been provided where we could set limitations on the editing rights for any agent on tickets. Another problem is when a ticket gets reopened, and if it contains a query which is different from the prior one , a new resolution due by time should be defined for the cases. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The easy user interface and attractive features within the support channel. Review Source SC Susanna C. Officer Education Management Used the software for: 2+ years ### "My review to Freshdesk" May 21, 2021 4.0 I have 700+ internal users and sometimes having external users to raise their questions via helpdesk, most of those using email and some of them use the portal to create ticket. It allows me to manage these enquiries in one single platform, and oversee how my agents solving the problems. Freshdesk also provide me a platform to make announcements and create knowledge base to enable users to be self-help while my manpower is limited. Its reports is regularly used, to provide senior management figures for review of work. Pros it allows user to create ticket in multiple way, such as email, portal, instant chat. it also shows users/agent activities in details, supervisors are much easier to have the full picture of each incidents. it knows how to merge related tickets automatically. its layout is clear and easy to understand. Cons i know some of its functions may be useful to me but i have no idea how it works, like tasks & workflow Reason for choosing Freshdesk Its function in interaction with users, activities tracking, layout and stability Review Source Ansh R. Sr Web Developer Information Services Used the software for: 1-2 years ### "Best software to use and has a clean, modern interface for customer support" December 15, 2022 5.0 Freshdesk is the perfect solution for businesses looking for a cloud-based customer service platform. It provides users with a comprehensive and easy-to-use suite of tools to track customer calls and business chats, as well as create their own custom support desk. The platform also supports automated processes such as email routing, ticket assignment, and even sentiment analysis. With Freshdesk's intuitive dashboard and powerful reporting, we can easily monitor customer inquiries and issues in real time, enabling them to offer more personalized service tailored to each individual customer. Additionally, customers benefit from self-service options such as FAQs and knowledge bases that are available 24/7. Freshdesk is an all-in-one tool that offers a comprehensive set of features designed to help businesses provide exceptional customer service experiences. Pros • Ease of use: The software is easy to use and has a intuitive interface• Cloud based: The software is cloud based and can be accessed from anywhere• Chat: The software has a chat interface which makes it easy to communicate with customers• Reports: The software generates reports which help us track customer satisfaction• Integration: The software integrates with other software platforms easily Cons No cons found in this software. It is best one for our client business. 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.