# Page 9 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 9 - 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 9 - Reviews of Freshdesk ## Showing most helpful reviews Showing 201-225 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer IT Infrastructure Analyst Oil & Energy Used the software for: 2+ years ### "sleek web based ITSM portal" February 15, 2023 4.0 Overall, has helped our businesses provide better customer support, improve efficiency, and increase customer satisfaction. It has an easy to use sleek web portal. Pros Centralized communication: allows businesses to centralize their communication channels, including email, phone, social media, and chat. This can help to improve response times, reduce confusion and improve the customer experience.Ticket management: Freshdesk provides businesses with a powerful ticket management system that can help to streamline workflows, automate routine tasks, and prioritize support requests.Multi-channel support: Freshdesk allows businesses to offer support to their customers across a range of channels, including email, phone, social media, chat, and more. This can help to improve accessibility and convenience for customers.Automation: Freshdesk allows businesses to automate routine tasks such as ticket routing, canned responses, and follow-up messages. This can help to free up time for support agents and improve efficiency.Reporting and analytics: Freshdesk provides businesses with a range of reporting and analytics tools that can help them to track key performance metrics, identify areas for improvement, and make data-driven decisions.Collaboration: Freshdesk provides support agents with a range of collaboration tools that can help them to work together more effectively and provide better support to customers. Cons Cost: can be expensive, especially for small businesses with limited budgets. While there is a free version available, it has limited functionality, and more advanced features require a paid subscription.Complexity: Freshdesk is a complex platform with a lot of features and options, which can make it overwhelming for new users. It may take some time to get familiar with the software and set up workflows that work well for your business.Customization: While Freshdesk is highly customizable, it can be difficult to configure and customize the software to meet your specific business needs. This can require technical expertise, which may be a challenge for some businesses.Integration: Freshdesk offers integrations with a range of third-party tools, but it may not integrate with all the tools your business uses. This can create additional work to manage multiple systems and workflows.Limited automation: While Freshdesk does offer some automation capabilities, it may not be enough for businesses with complex support processes. Some tasks may still require manual intervention, which can slow down support workflows. Review Source bS belasco S. Digital Manager Marketing and Advertising Used the software for: 1-2 years ### "FreshDesk Review" February 11, 2023 4.0 My overall experience with has been great. The platform is easy to use and navigate, and provides great customer service and support. The ticketing system is very organized and efficient and the dashboard is great for keeping track of all your customer support requests. The automation and reporting tools help to streamline the process and make it easier to manage multiple customers. The integration with other tools is also helpful, allowing me to quickly connect with other systems to provide better customer service. Overall, I find Freshdesk to be a great platform for managing customer service requests. Pros I liked how easy it was to use . The software was intuitive, and the user interface was well designed. The customer support was also excellent. They were always available to answer questions and provide assistance. Additionally, the reporting features were comprehensive and allowed us to track customer support trends and metrics. Cons One of the biggest drawbacks of is its lack of customizability. It can be difficult to tailor the software to meet the specific needs of different businesses, as there are limited options for customizing the interface and features. Additionally, the pricing plans can be a bit expensive for some companies, depending on the level of support they require. Reason for choosing Freshdesk Zendesk, Salesforce Service Cloud, Help Scout, Intercom. Switched from [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) The main reason customers switch from Microsoft Dynamics to is because of the ease of use and the expansive range of features offered by Freshdesk. Freshdesk also offers better reporting capabilities, improved customer service, and more robust customer engagement tools than Microsoft Dynamics. Additionally, Freshdesk's pricing plans are often more affordable than Microsoft Dynamics, making it an attractive option for businesses. Review Source Kendall D. Human Resources Executive Hospitality Used the software for: 1-2 years ### "Improve Your Customer Service Using Freshdesk" June 18, 2023 4.0 One of my favorite features of is the wide variety of tools available for providing excellent customer service. The ticketing system is one of many notable features since it efficiently organizes consumer inquiries and guarantees that none are overlooked. Pros Our support staff can now respond to client questions quickly and effectively. The user-friendliness of the interface facilitates quick responses from agents to consumers. Our customer service processes are now more streamlined, our response times are faster, and our customers are happier as a result. Cons has many features, however it might be better in a few key areas. The intricate nature of pricing structures is one such factor. Freshdesk's price structure can be confusing, especially for new enterprises with limited resources. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Companies can collect specific information from customers thanks to the flexible ticket fields, which in turn facilitates targeted and fast responses. Support is simplified with the use of clever automations and workflows, which automate routine tasks and guarantee prompt resolutions. Review Source Maximiliano B. Sales Consumer Electronics Used the software for: 1-2 years ### ""Streamlining Customer Support: A User's Experience with Freshdesk"" February 8, 2023 4.0 As a user of , I can say that my experience with the software has been positive. Freshdesk has helped me manage customer interactions efficiently on a daily basis. The software's intuitive interface makes it easy for me to navigate and access the various tools and features that I need to manage customer inquiries and support requests Pros As a user of , here are some of the things I would like most about the software:Ease of Use: Freshdesk is user-friendly and easy to navigate, which makes it simple for salespeople to manage customer inquiries and resolve issues.Integration: Freshdesk integrates well with other systems and processes, allowing for seamless and efficient management of customer interactions.Call Monitoring: Freshdesk's call monitoring capabilities provide valuable insights into the performance of customer service operations and allow for continuous improvement.Customer Support: Freshdesk offers excellent customer support, helping users to resolve any issues and maximize the benefits of the software.Reporting and Analytics: Freshdesk provides a range of reporting and analytics tools, allowing users to monitor key metrics and measure the effectiveness of their customer service operations. Cons As a user of , here are some of the things I would like least about the software:Limited Customization: Freshdesk has limited customization options, which can make it challenging for users to fully personalize the software to meet their unique needs.Steep Learning Curve: Freshdesk can have a steep learning curve, especially for users who are new to customer service software. This can make it difficult for some users to quickly become proficient in using the software.Pricing: Freshdesk's pricing can be relatively high compared to some other customer service software solutions on the market, which can be a concern for businesses operating on a tight budget. Review Source Andrea F. Marketing and Advertising professional Program Development Used the software for: 1-2 years ### "Freshdesk is the best ticketing system on the market" June 2, 2023 4.0 is most feasible for mid-sized companies. It also performs well with several large companies, however, it is probably not a good choice for large companies where blending with different apps and custom development is necessary. It is also ideal for small businesses and sole proprietorships, as they have very affordable free and paid plans. Even if you only have a 1-person helpdesk, having cases that are customized to a case management system, rather than using email, will make your existence much more convenient. Pros The system is hosted and therefore does not require infrastructure in our hands, a great advantage. Also, there has been no inconvenience in that the system is not available to colleagues or clients. For the users, the experience is also very refined. Clients have told me that it is very easy to start cases, get new updates and observe the condition of all cases. From a practitioner's perspective, is highly prepared for the full range of tasks that a support professional performs on a regular basis. The group that created the user experience (or, rather, the one that designed it) spent extensive time in conversation with support users. Cons The community/ecology as it develops is still for a limited amount of time. Several, but not all, of the core applications have blends, but you need to be thoroughly briefed on the list of blends that has been made public to make sure that the planned blends are relatively simple to implement. Review Source VR Verified Reviewer VP of Logistics Consumer Electronics Used the software for: 2+ years ### "Falls far short of what we need" September 30, 2020 1.0 We have been using for 4.5 years. It's been a frustrating experience and has held our team back from working on actual customer service. Features disappear when the software is "upgraded" or "refreshed" and you are required to upgrade your plan, $20/mo in my case, to access features that we had in the past but were taken away with a "refresh". There is no notification of features being taken away, nor are you given the option to "upgrade" until you contact your account manager and are told about a price increase. Pros Automations are good and there are some apps and plug-ins that have helped to make up for 's shortcomings. Pricing is ok. Cons Lack of features such as invoicing, RMA management, payment management, product information, form customization. Phone and chat channels lack simple features such as mapping fields, which is critical to any call center. Reason for choosing Freshdesk I wasn't the one to make the decision. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) The person in charge of the department before I took over, had switched from Zendesk to . I wish he had not done so. Review Source Kelly B. Design Engineering Manager Computer Software Used the software for: 1-2 years ### "The FreshDesk ticketing system is quite efficient" November 11, 2023 4.0 is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from. Pros is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world. Cons The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Assigning tickets to agents in has made it such that nothing gets overlooked in our formerly unwieldy team inbox. Freshdesk organizes my to-do list and email inbox, while also keeping track of my clients' previous interactions. Review Source VR Verified Reviewer Director- Alliance & Projects Information Technology and Services Used the software for: 2+ years ### "Freshdesk is easy to use and intuitive CRM tool" September 9, 2021 5.0 is a single package for all the business need when it comes to a ticketing solution, Automation at its best Freshdesk is overall a great tool. It is integrated with other CRM, Has the Freddy AI as an enhanced Enterprise package for BOTs. The collaboration tool gets the teamwork together with consistent answers that make the support team more professional. Pros has many useful features that include email ticketing, automatic email notification and a rich took to manage ticket It has many production-ready templates that can e set up fast and reused or repurposed for the work. SLA management is through, setting up multi - SLA policies and business rules are hassle-free in Freshdesk. Visually easy to set up the workflow, quick widgets for contacts, tracking, language support etc. Tickets can be bought in from multiple sources, via email, web, twitter , FB and through phone app. Has ML capabilities for the bot to get trained, e.g modelling pipelines for ticketing support. Cons Managing resource rotation and reassigning is a bit complex. Another challenge I noticed is to get access to some view-only users. Review Source LM L M. Lead Data And Analytics Manager Non-Profit Organization Management Used the software for: 1-2 years ### "Fresdesk email management for Charity" December 25, 2023 4.0 This has a real positive impact on the charity and the ability to respond to customer emails, the overall process of using this significantly reduced response times and missed communications. Pros All emails were managed centrally which gave a better customer experience, it was very easy to see unanswered emails and also what other people had responded with if they were on holiday to ensure that it was a consistent response Cons the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got difficult to manage and expensive. Reason for choosing Freshdesk It was cheaper option than Zen Desk though the overall experience may not have lived up to what was sold to us. Review Source DC Daniel C. Director of Customer Success Internet Used the software for: 6-12 months ### "Nightmare product" May 20, 2021 2.0 If I could go back in time, with the information I have now, I would select Zendesk. That is software written by and for adults. I would also say: the support provided by is eager and well-meaning, however the quality has been very poor. The support team will generally ignore obvious bugs in the software and waste time with a series of questions. Core bugs go months and months without correction. Escalations to management are ignored. The CSM team makes big promises and then vanishes for weeks or months at a time, without so much as email response. Generally, it is a very poor showing. Pros is inexpensive. Provided you are playing a numbers game – you want to save money on inexpensive software, and do not value your own customers highly enough to purchase Zendesk – then Freshdesk may be the way to go. Cons is full of poor product design and poor engineering implementation. Features are shipped half-finished and then advertised and demonstrated to prospects. Bugs are everywhere. Features are difficult to use. The product is difficult to administer – even basic administration like user management is not intuitive. It is the most disappointing software I have ever purchased. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The sales team were dishonest in completing an RFI. The demonstrated the product well, and hid the rough edges and dark corners from us during the proof of concept. By the time we starting running into issues – and we have, nonstop, run into issue after issue – it was too late. We will switch to Zendesk as soon as we can find the cycles. Review Source AP Alejandro P. Security Manager Accounting Used the software for: 2+ years ### "The best ticket management tool I have ever worked with" January 14, 2023 5.0 There are really few complaints as it works very well and meets our needs. Pros It is very customizable and has many options but in my opinion the best are the recursive tickets as it allows us to manage repetitive tasks. Cons The price of licenses per user is quite high. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Reason for choosing Freshdesk Because of the good reputation and because it met the requirements we had. Switched from [SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) The previous software lacked some of the functionality we needed. Review Source BR Bradley R. Owner Construction Used the software for: 6-12 months ### "Freshdesk is the number one jobs app that I love and highly recommend." June 19, 2023 5.0 My overall experience was fresh desk has been pretty great I went from making $70,000 a year to $120,000 a year just the first year I had fresh desk. Fresh this year help me straighten up my business and keep everything organized I wouldn't want to have a business now without first disc I've brought my friends to fresh desk I know there's three of my friends that run their business that has bought fresh disc so try. Pros I thought I was running a very impressive business in my construction but after I was introduced to fresh desk thank God that I was that was able to fix the errors of things that I had going on that I couldn't understand why things were the way they were with something that helped my customers understand what's going on what's needed fresh desk is there for you and with any business first desk will improve the professionalism I can only say thank you fresh desk. I highly recommend it fresh desk is great. Cons The one thing I like least about fresh disc is the fact that I didn't know nothing about it when I first started in my business I missed out on so many products and so many jobs and could have had more people working for me if I knew how to schedule how to keep everybody business where I knew I sent them so there's nothing that I don't like about first disc except I didn't know it sooner. Try it highly recommended improve your business make that money. Review Source AC Anthony C. Developer Design Used the software for: Less than 6 months ### "Good Software, Bad Marketing. Bait-and-Switch (beware)" August 18, 2020 4.0 While has a great UI, and is a feature-rich service, the truth behind the advertising leaves much to be desired. While their software is good, the pricing model isn't, and their marketing is intentional bait-and-switch. The features listed on each pricing tier are expanded upon here: freshdesk.com/features. Once you buy, and ask what's up, the support will tell you to upgrade for that feature, and link you to a page that isn't linked to from anywhere on their site: freshdesk.com/helpdesk-features, as justification. As an example, $15/agent/month includes, "SLA Management," which is described from their features page as including every SLA feature, including basic things like SLA email notifications, reminders, escalation policies. You know, what anyone would think of as "SLA Management." However, none of those features are actually included in that price plan. To even get email notifications of SLA violations, or have your SLA respect office hours, you'll have to pay $50/agent/month. Worse, there is no way to discover this until after you've paid and spent time getting everything set up. Pros Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks. Cons Features listed as included in lower tiers on their pricing page, are not actually included until much higher tiers. See: https://.com/helpdesk-features for the real breakdown. Freshdesk has no links to that page, and you'll only get it if you ask about a missing feature in their support portal. Alternatives considered [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It looked like it included the main features we needed, at a much lower price. - Organize clients by company, and individual. - Group contact by company and allow users to view will all company tickets. - Track and report by problem area and issue resolution. - SLA Management Automation Once we got everything moved over and set up, two of those features "Included in the Garden plan" ($15/agent/month), we were told to upgrade to $65/agent/month. When we contacted support about the problem, they just didn't answer. Switched from [Jitbit Helpdesk](https://www.capterra.com/p/117628/Jitbit-HelpDesk/) Jitbit didn't have all the features we needed, was difficult to keep organized across many clients, and nearly impossible to track SLAs. Review Source Sofiya K. Support Specialist Computer Software Used the software for: 2+ years ### "HelpDesk Support Specialist" September 25, 2023 5.0 Overall, I am quite happy as a user when it comes to . It is easy to grasp, and it notifies you promptly when new tasks are popping up. The Call Centre function is very reliable and easy to use, especially since the phone app is well maintained, meaning no calls are missed. It is very easy to log cases and to also search for said cases. Pros Fresh Desk is very easy to use and to understand basically from day one. I also like the fact that it is very light which makes it run very fast, making our work very quick and reliable. Once you get the hang of it, you can practically solve all cases using just a few buttons on the keyboard. Cons When there is a maintenance issue, causing to crash, there is no notification as to why this is happening and how long it will be down for. The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem. The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with bot-generated problem "solutions" that basically end with "please contact support". Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk is awful to use - hard to log cases, heavy platform which makes it very slow to use, no automatic refresh function for new tasks which means you have to manually refresh the page every 1-2 minutes causing the workflow to slow down due to the heaviness of the platform. Review Source Bob B. Director, Professional & Technical Support Computer Software Used the software for: 1-2 years ### "A Fresh Start to Better Customer/Issue Tracking" December 31, 2019 5.0 We needed to migrate from a support solution that was bought out by Microsoft. Microsoft CRM Dynamics was too expensive, so we reviewed over a dozen solution providers. The Freshworks team worked with us to ensure we had a successful implementation (3 months - part time). They were also very receptive to our feedback and have incorporated those ideas into . We just got done adding another SSL certificate for our latest product's portal. The support team came through again with flying colors! Pros We use every day to capture and work customer-reported issues. The ease of use has a major factor migrating from our former portal solution. We were able to keep things simple while still capturing all the critical elements of the issues. The Solutions page (knowledge base) was/is very easy to maintain and update. From an Administrative perspective, the product is easy to configure and customize. Further, we have enjoyed nearly 100% up time over a year and a half! Cons We were hoping to port over prior ticket history from our prior solution, but were unable to capture "conversations" as part of our migration. However, Freshworks was able to create new records for each legacy ticket as part of our conversion. In the long run, only a couple customers ever noticed their prior ticket submissions. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk Overall, we just needed a simple process for handling ticket submissions and responses. Many solutions came with high price tags that were just not in our budget. The implementation and training options provided by the Freshworks team sealed the deal for us. Review Source KH Koen H. Owner Online Media Used the software for: 2+ years ### "Freshdesk Review " May 26, 2023 4.0 Pros One thing that I liked the most about is their customization to ticket editing. I was able to design my tickets very easily with no additional help which is a very nice thing to have. In the future, I look forward to continuing my new designs in tickets and using more of its features to do so. Another thing that I enjoyed about Freshdesk is the organization tools that they have which makes it super easy to access things. I feel the whole time I'm using Freshdesk I know where everything is and never fear losing anything or not being able to find the things I need. Cons One thing that I liked least about was the slow speed that I experienced when I was trying to navigate my way around. However, this happened very rarely but when it did occur, I found myself having to wait around 5-10 minutes just to get Freshdesk to load. To test this, I ran other sites, rebooted my wifi, and even tried different wifi, and would still experience slow speed. This is a very rare occasion so I was not too worried about it. Review Source CH Casey H. Tech Veterinary Used the software for: 6-12 months ### "The only software you need." November 9, 2022 5.0 Really good. I enjoy using this software. it makes my life easier and its really easy to use. Pros I really love this software. It makes my day so easy. My coworkers would agree. is so much more than one thing. It makes it easy to receive phone calls, emails, faxes, you name it it all comes to one direct location. Then you can assign things to do to different people. Once assigned you can add tags to show where you are in that ticket. You can leave notes for the next person. You can rename tickets to better explain what they are in your inbox. You can review what people have done and even set the priority of the ticket to get it done faster. I've only been using this software for about a year now and I can't even imagine my everyday work life without it. I'm sure if you try it you will love it. Cons I would have to say my least favorite thing would be the chat integration from coworker to coworker you have to open a whole new page to see the chats correctly. Review Source Ray P. Founder Marketing and Advertising Used the software for: 6-12 months ### "Great for a knowledge base, but doing poor on the rest" September 14, 2022 2.0 Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools. Pros The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox Cons The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process Alternatives considered [Kayako](https://www.capterra.com/p/80775/Kayako/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead. Switched from [Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/) We wanted to better manage our customer service emails and client management. Review Source VR Verified Reviewer Senior Systems Engineer Computer Software Used the software for: 2+ years ### "Good Customer Support Platform" April 5, 2021 5.0 Overall a positive experience with . The product was fairly easy to implement since we didn’t migrate data from our old system. Training for the staff was pretty quick and we’ve gained a lot of workflow improvements since switching. Pros is a power and easy to use customer service platform. We use it to manage our customer support ticketing system and measure our response against SLA’s. It meets our expectations in all areas Cons We use to integrate with our on site ticketing system. We’ve run a series of challenges keeping this running, but besides that advanced feature we have had few issues. Alternatives considered [Jira](https://www.capterra.com/p/19319/JIRA/) Reason for choosing Freshdesk Jira is a far more complex and extensive platform Switched from [Footprints](https://www.capterra.com/p/161824/Footprints-EMR/) Footprints was an old school on site platform that hadn’t kept up with the times. We needed a total refresh. Review Source Stephanie J. System Administrator Information Technology and Services Used the software for: 2+ years ### "It has many functions like ticket management" March 17, 2023 4.0 Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis. Pros Small and medium-sized enterprises (SMEs) stand to gain a lot from using . If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes. Cons Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports. Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) If you need to begin constructing a remote support team, is well worth the investment because it offers a robust platform for a fraction of the cost of the competition. Review Source Paul G. Technical Manager Information Technology and Services Used the software for: 1-2 years ### "Great start for small teams and a really strong contender for large or growing teams" May 5, 2022 5.0 We used the free version for our team of four people and found it a joy to configure and use. I searched for all emails to or from the vendor's support address and found about a dozen. We've since moved to a different product and the volume of correspondence with their support team is much higher. Overall, is a very good product that I recommend highly. Pros It's completely free for teams of 10 or less agents. Features are limited, and if you look at the various editions of I'm sure you'll agree the paid options are attractive - see https://freshdesk.com/pricing. For a pure helpdesk, it's really impressive. The interface is intuitive and responsive. There is a mobile app which I thoroughly enjoyed and used it a lot on the go. It is superior to our current helpdesk solution's mobile app which I avoid using completely! Cons I haven't used for a while and I don't remember negatives about my experience with it. The only obvious drawback is that the product is a standalone helpdesk - FreshWorks (the publisher) has other products that tie in with it to handle CRM and remote access. Review Source Nicholas H. Sr. Manager Information Technology and Services Used the software for: 6-12 months ### "Efficient and User-Friendly Customer Support with Freshdesk - A Review" April 18, 2023 4.0 Despite the pricing and reporting drawbacks, I found to be a valuable tool for improving customer support and increasing efficiency. The platform's robust features and integrations, including with Salesforce and Slack, make it a top choice for businesses looking to streamline their customer support operations. Pros is a powerful and intuitive customer support software that offers a wide range of features, including ticketing, automation, collaboration, and reporting. The platform's easy-to-use interface and customization options make it ideal for businesses of all sizes and industries. The mobile app is also a helpful feature for on-the-go customer support. Cons One downside I experienced with is that the pricing can be on the higher side for some businesses, particularly those with a large customer base or high volume of tickets. Additionally, some users have reported that the reporting and analytics features could be more robust. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review Source MA Malcolm A. Master Consumer Services Used the software for: 2+ years ### "reseña Freshdesk" May 20, 2021 5.0 buena, flexible y adaptable a mi organización. amigable para entender y explicar a los agents y clientes Pros es fácil de usar una vez que entiendes como funciona, es flexible y se puede adaptar muy fácil a la operación de la empresa. a los clientes les gusta porque es amigable. Cons no me agrada que sea tan autodidacta, es fácil sentirse sólo en esto. Podrían mejorar en enseñar a los clientes a usarla mejor y a explotar los planes que se contratan. puedes llegar a perder mucho tiempo en aprender a usarla y configurarla Review Source VR Verified Reviewer Owner Information Technology and Services Used the software for: 6-12 months ### "In-expensive and Easy to Use!" February 22, 2023 5.0 Overall, It has been amazing and their support responds within a few minutes so you don't have to wait in a long queue for support. I really appreciate this service! Pros I like that it is cheap and I very easy to use interface. I am able to manage my tickets with very little effort and I can manage my tickets from anywhere. Cons I dislike that all the services aren't integrated into one but other than that this is great software to use for your company! Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I switched because they were very expensive. Review Source KS Kyle S. Operations Manager Information Technology and Services Used the software for: 2+ years ### "Daily use of Freshdesn" January 19, 2024 5.0 Fantastic, used it for all of my professional career within the IT Industry and i will continue to use it. Pros I can only speak for the features i use but i used and even pushed to use at all my employments. I honestly don't think i could do my job as well as i do without it. The ease of use is great, the ability to see what jobs are coming in and being able to manage them is critical. Cons I do not have any cons about this product. Alternatives considered [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Reason for choosing Freshdesk have just become the norm for me. I will always recommend it because of its ease of use and features. 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.