# Page 92 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 92 - 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 92 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2276-2300 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HG Hillary G. Director of Sales Computer Software Used the software for: 6-12 months ### "Bad search works" June 3, 2019 5.0 Pros Using this service, it has become much easier for our company's employees to keep in touch with customers using e-mail and popular social networks. It was easy to set up and start using. Cons The program still needs to bring to the mind the search function and visual improvement, because not all new users, it initially seems intuitive. Review Source isA ivan s A. operations manager Information Technology and Services Used the software for: 1-2 years ### "good functionalities " October 4, 2016 4.0 this tool could be easier to use, the layout is a but confusing specially when reading the messages, sometimes you don't know the most recent reply in the message leads. In other hand it has a lot of functionalities to control the daily work Pros to be able to have all the messages in one panel and accesible to all agents Cons a bit confusing to read those messages, we would need to see the messages by the most recent to be older Review Source AN Adrian N. Modszy specjalista IT Financial Services Used the software for: 1-2 years ### "Easy to setup for basic use, contains advanced features and allows even more via custom apps" September 10, 2018 5.0 From my point of view and limited knowledge of customer support software, this seems to be a good choice. I am not an everyday user of Freshdesk in my company but our team is happy with this solution. As stated in the pros and cons, I like the development and customisation potential, but I am not happy with the struggle to get to know the Freshdesk structure while trying to write a relatively easy app. Customer support is very helpful. Pros \- easy to setup - many visual customisation options - custom app development feature - fast and responsive user support Cons \- no in-depth app development documentation (that I could find) Review Source Ena A. Sales Manager Import and Export Used the software for: Less than 6 months ### "Good platform and great customer service!" October 29, 2021 5.0 Pros Easy to use, powerful platform that satisfies both us and our customers in issue management and customer support. Cons The ticket management system, that definitely must get better. Review Source RW Ryker W. Senior Tech Support Computer Software Used the software for: 1-2 years ### "Favorite Ticketing Platform" March 7, 2019 5.0 Pros Very accessible and user friendly. Was very easy to keep track of tickets on a daily basis. Cons The integration of FreshDesk with other third-party programs is not quite there yet. Review Source PS Preeti S. Accounts executive Human Resources Used the software for: 1-2 years ### "One stop solution for all your operations work" July 31, 2019 4.0 satisfied Pros Easy ticket management across the company. Its simple to use and no training is required. Cons The design can be upgraded a little. Otherwise, the functionalities are great. Review Source EP Elisa P. customer care Packaging and Containers Used the software for: 1-2 years ### "practical, simple and clear" August 21, 2018 4.0 Pros I like the most, that you have the possibility to quickly and easily sort the emails between different options. Assign tickets to agents sort it between open, closed, waiting on customer, on hold etc. You have the possibility to write private notes, so colleagues can read your comments. Cons honestly, there are not things that bother me greatly or that I do not like. Review Source SD Sindre D. Adviser Legal Services Used the software for: 6-12 months ### "Love it" June 4, 2019 5.0 Even with the cons, I love it! Pros It's easy to use both as admin and as an agent. My organization can easily expand within the portal without high investment and training costs. Cons It should have had a drag-and-drop feature plug-in for both Gmail and Outlook. And it would be nice to have the posibility to have a non-agent superadmin account. Review Source DN Danielle N. Goldentec Computer Software Used the software for: 6-12 months ### "Experiência incrível " January 20, 2023 4.0 Nós ajudou bastante a fornecer atendimento técnico aos nossos clientes e conectá-los facilmente conosco via chat. Pros Ótimo atendimento, plataforma simples de usar reúne todas as plataformas em uma só Cons Poderia adicionar mais canais de integração Review Source CL ClaIRE L. MD Public Relations and Communications Used the software for: 6-12 months ### "Finally able to migrate our channels into one!" September 28, 2022 4.0 Pros our customer service team was able to bring all of our customer outreach platforms together and offer better service! Cons Felt a bit limited iwth some of the surveys and analytics available. It was also a bit pricey Review Source pK pankaj K. Devloper Education Management Used the software for: 2+ years ### "manage your business " March 1, 2023 5.0 Pros we can get all the mails and customer response in tickets which is easy to understand . Cons lots of customization need to be added as per client . Review Source JS Jake S. System Administrator Automotive Used the software for: 2+ years ### "Best free ticketing software out there!" September 28, 2018 4.0 I found Freshdesk while searching for an alternative to users emailing me directly. It was very quick to setup. My setup entailed, creating a "help" email address and having it forward every email received from the organization to Freshdesk. Freshdesk would then generate a ticket and notify my business email that a new ticket had been submitted. From there I login to Freshdesk and work the ticket. It allows me to track my time, send correspondence and easily track current / past issues. There are tons of other features on Freshdesk, but I have not needed them for my use case. Pros \-It works -It is simple to use -there is a free version! Cons \-I have nothing bad to say about this software Review Source NR Nicolò R. Consultant Management Consulting Used the software for: 1-2 years ### "Good trade-off between cost and quality" November 26, 2019 4.0 Good tradeoff between investment and quality Pros Huge community help you to set up and scale up the issue, new features implemented day by day Cons KPI dashboard not enough scalable and elastic Review Source DP Dhiren P. CTO Information Technology and Services Used the software for: 6-12 months ### "Nice configurable product" August 15, 2017 5.0 We used it for 1. Customer ticket logging 2. Help content distribution Pros I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help. Cons I am looking towards more of a customization where the URL for the resources will not be publicly available but only available to signed in users (my website users not freshdesk users). Freshdesk provides some open-standard customization where this feature can be made available. Review Source TT Terence T. Head of Support Program Development Used the software for: 2+ years ### "Freshdesk" September 10, 2018 5.0 We are a software development company and Freshdesk has assisted in resolving any issues raised by clients in fast and effectively Pros Love the simplicity, everything just works! Cons The change from standard to mint format, took some getting used to Review Source MN Marija N. VP Business Development Hospitality Used the software for: 2+ years ### "Good product" August 2, 2018 4.0 Pros Ability to have a good online support for my company Cons Key buttons are not close to each other. For example Update biutton is all the way on the bottom when agent, status and all other dropdown filedsa are on top Review Source ED Eric D. Renaissance Man Computer Software Used the software for: 1-2 years ### "Monitor the Ticket Queue from afar!" March 21, 2018 5.0 Ticketing must! Pros Clean, simple and packed with features! The integration with our current helpdesk solution was a breeze! Sometimes I like using the mobile app even more than the main helpdesk solution on desktop for ease of use! Cons There are some tags and drop downs that don't populate on the app, but it's not really a big deal. These are non-mandatory tracking fields. Review Source HA Hayes A. Director of Offline Sales Leisure, Travel & Tourism Used the software for: Less than 6 months ### "Easy Integration" December 5, 2019 4.0 Pros The on boarding process is very simple and is built to allow administrators to get set up quickly. Our organization was able to connect to APIs, customize automation, and complete training in just 2 weeks. There are also great account managers that are always available and willing to answer any questions. Cons We had trouble with some of the automation rules, but were able to implement workarounds. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Pricing, functionality, and monthly billing options. Review Source Ford F. Director of Call Center Services & Operations Management Consulting Used the software for: Less than 6 months ### "FreshDesk provides a fresh spin on the standard ticketing experience. " July 3, 2018 5.0 Pros FreshDesk includes many standard ticketing software features, but in a new and more user friendly way. Cons There can be some frustration when trying to resolve an issue as a bulk of their support reps / developers are not located in North America. There can be some delay in resolution. Review Source Steven P. Director Used the software for: Less than 6 months ### "Very happy so far. We only started using it about a week ago but so far so good." July 4, 2018 4.0 easy contact management Pros does everythign we want in terms of customer contact. Looking forward to giving chat a try also. Outstanding customer service. Cons not completely intuitive but help/knowledge base very useful so when we couldn't find answers we were able to look them up or get support. Review Source David S. CEO Real Estate Used the software for: 2+ years ### "Solid Starter Support Software" January 15, 2026 4.0 It's fine. To be frank, we're looking for alternatives that are a better fit for our simple needs and support more targeted enhancements / integrations. Pros It's basic but it gets the job done. Has the functionality we need for multiple teams to manage our ticket volume. Cons They keep increasing the pricing. Their feature enhancements aren't very useful. The ones I care about aren't a la carte and come with a bunch of other features at higher tiers that I don't really care about. Review Source William L. Owner Used the software for: 2+ years ### "Freshdesk is a great system if you're on a budget" March 12, 2018 4.0 Pros Freshdesk has lots of features at no cost. It was easy to set up and get started using right away, even without any previous experience using helpdesk software. Cons Doesn't have quite the polished look and feel I'd like to see. To be clear, it's not bad! It would just be nice to see it look as polished as Fresh Sales is. Review Source Anna B. Email Marketing Associate Marketing and Advertising Used the software for: Less than 6 months ### "Amazing FREE ticketing platform" October 9, 2018 5.0 This is a fantastic solution for anyone who needs a simple, effective ticketing solution. Pros It is an amazing platform for the cost (FREE!). Works great for multiple clients and companies. Cons Not a ton of outside integrations. Would be nice to have customized notification settings, per customer or company. Review Source VM Vinod M. Team Lead Insurance Used the software for: 1-2 years ### "User friendly but need to work on report part" November 27, 2019 4.0 Pros Software is user friendly. Contains all the details of customer mailed date and ticket responded date. Cons Report is not accurate. Activities can be even more detailed. Review Source VL Vicky L. Team Lead Computer Software Used the software for: Less than 6 months ### "Simple ticketing system with nice integrations. Could improve UX but excellent customer service." August 16, 2017 4.0 Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk. Pros How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans. Cons The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise. 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