# Page 94 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 94 - 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 94 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2326-2350 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Adarsh K. CEO Computer & Network Security Used the software for: 6-12 months ### "Useful tool for helpdesk support " October 29, 2022 5.0 Pros This is a great tool for helpdesk support and management. Cons More interactive and collaborative features needs to be added to provide better experience. Review Source Margaret S. WordPress & Digital Marketing Services and Consultancy Used the software for: Less than 6 months ### "Its a great tool for ticket maintenance. And it's FREE!" May 17, 2018 4.0 Pros The Free version is great and it has almost everything we need to run our support tickets and streamline the team. Cons There is a learning curve to start with. I suggest to let you and your team start using it on our own first before you launch it to your customers. Review Source Kent S. Key Grip Automotive Used the software for: I used a free trial ### "Great way to begin IT support" November 19, 2018 5.0 Just stepped into supporting about 100 users at 10 auto dealerships. general IT support. Needed a trouble ticket solution and this fits the bill perfectly! Pros Easy to set up. fast. easily usable for the volume of tickets I anticipate. Scales well. Cons Nothing yet. everything seems to be working well. Review Source IL Ian L. National Sales Manager Information Technology and Services Used the software for: 1-2 years ### "Great tool to track customers and cases" July 25, 2019 4.0 Pros A lot of functionality to track your cases, lots of tools to track metrics Cons Lots of tools to track metrics.. made supporting customers more stressful Review Source IR Ingo R. IT Administrator Used the software for: 1-2 years ### "Easy to use, clean, does what it should." July 24, 2018 4.0 Pros Clean interface and overview. Easy to set up and use. Well, here you go ... You're welcome. Cons Merging tickets can get confusing sometimes. Some drag and drop function might help with that. Or maybe the options "add this ticket to" and "add the other ticket to this ticket". Also reverting a merge or separating tickets should be implemented. Review Source VN Vishnu N. System Engineer Information Technology and Services Used the software for: 1-2 years ### "Excellent Product for Customer Support!" October 3, 2018 5.0 FreshDesk tool is so versatile & reliable. Support team of FreshDesk is well grounded. Pros The prebuilt in reports, integrations to 3rd party apps & automation techniques are really good in this FreshDesk. Am using this software since last 2 years & I should comment about their support services, which is remarkable. Cons Fewer options for Dashboard customizations. Review Source Markus S. Operations and Support Specialist Information Technology and Services Used the software for: Less than 6 months ### "Freshdesk Review" June 6, 2019 5.0 For the last two months I have used Freshdesk I have learn to use it pretty easily. Don't think there is another ticket software this good. Pros Developer options and how well the software works. Also customer support is the best. Cons The search options. No automatic status update for forwarded tickets. Review Source FL Fernando L. Technical engineer Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "A powerful customer care solution" September 22, 2023 4.0 Pros Freshdesk has been in use at my company for a few months and has since significantly improved our customer service operations. The reporting and analysis tools provide valuable information on support performance and customer satisfaction Cons Some users also find that certain advanced features require additional add-ons. Review Source ML Michael L. HR Consultant Management Consulting Used the software for: 6-12 months ### "Great tool for knowledge management and employee issues" May 23, 2018 5.0 Pros Easy to use and administer both the ticket system and the articles feature. We are also rolling out the user forums and enjoy that so far. Cons It took a while to get implemented fully, but have been overall very satisfied. Some of the more advanced features seem to be pricey for our organization. Review Source HD Helen D. Customer Service Manager Internet Used the software for: 1-2 years ### "User friendly" June 18, 2019 4.0 We have found this a very positive addition to our team. Pros User friendly / Easy to use Mobile app is very good Cons There is nothing in particular that we dislike. Review Source SS Sadie S. Contractor Experience Specialist Used the software for: 1-2 years ### "Great, Akankshya was very helpful and pleasant to deal with! " July 13, 2018 5.0 Pros It's easy to use and it helps us to create a better experience for our customers in turn. The customer service team in Freshdesk are always extremely helpful if we ever have any issues. Cons There is nothing really that I dislike about the software. We do have some glitches sometimes but as mentioned it is usually resolved fairly quickly. Review Source SK Stefan K. Software Engineer Information Technology and Services Used the software for: Less than 6 months ### "Modern, Responsive and Elegant" December 3, 2018 4.0 Great and enjoyable product to use. Love the UI/UX. Would recommend to colleagues. Has a few quirks which will liekly be ironed out soon, I hope Pros The user experience is great, always able to quickly locate the information or fields I'm looking for. The dashboard is optimised for power users (using tab, enter, arrow keys, etc) for filling out fields with little to no friction. Love the new moderns design and the little loading messages, they really do make a difference. Simply put, I enjoy using the software! Cons I often find myself writing a replay to a customer, but before sending it I need to write some more notes for the ticket. Unfortunately this is not possible, once an email response is drafted you are locked in that view/input until it's sent. The mobile app and API access always seems a bit sluggish, it would be great if the responsiveness was improved. Review Source aL abdellatif L. Technical manager Automotive Used the software for: I used a free trial ### "Good customer support tool" November 9, 2022 5.0 Complète support solution ,performance tracking and very fast service and proactive to customers Pros Deliver fast and consistent customer service across email, phone, chat, and social media Cons No aspect IS difficulté for use ,usind avance technology Review Source PJ Patrick J. Operations manager Retail Used the software for: Less than 6 months ### "Powerful, flexible and great support" December 3, 2019 5.0 Making customer service MUCH more efficient and manageable with a remote team Pros Easy to use and tickets are a powerful way to integrate data from many sources - complaints, testimonials, questions, etc from email, phone, chat. Cons the only thing that is bugging me (and this might be a setting) is that every phone call that is unanswered for whatever reason is currently creating a ticket and a contact and generating a lot of extra work Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk ease of use and customer support Review Source sM sumaiyya M. Merch Ops Manager Consumer Goods Used the software for: 1-2 years ### "Freshdesk " May 31, 2019 5.0 Pros It's easy to manage tickets and use. The customer service support is very helpful Cons Everything is working great with this software. No complains Review Source VR Verified Reviewer Marketing Manager Building Materials Used the software for: Less than 6 months ### "Was not as user friendly as other systems. " May 22, 2018 3.0 Pros Some users will prefer this system and can get their work done in it easily. We switched from Basecamp to this. I found developers enjoyed using this most. Cons It is pretty complex so training is necessary. Lots of operations, menus, and tagging to understand. Review Source VR Verified Reviewer System Engineer Information Services Used the software for: 6-12 months ### "Great Ticketing System! " February 20, 2019 5.0 As a small business just starting out, I found that the FreshDesk free version had all the base features I needed. While I wish I could do more customization I can't complain because its free. Pros Easy to use and intuitive interface. Plus for simple ticketing, their free version has unlimited agents. Cons Not as much customization as I would like. Review Source Gamidu W. Senior Digital Marketing Associate Marketing and Advertising Used the software for: I used a free trial ### "A bunch of tools at one place!" April 15, 2021 4.0 Satisfied with the set of Freshdesk product offerings. Pros There is a set of complimentary tools which goes hand in hand with the main product which makes it a all in one tool. Cons Initial setup and configuration part is a bit complex and they can also work on improving the user interface. Switched from [Groove](https://www.capterra.com/p/143005/Groove/) Due to that bunch of complimentary products of Freshdesk. Review Source Cristiane B. Technical Translator Computer Software Used the software for: I used a free trial ### "Awesome support!" October 1, 2018 5.0 I have the free version of Freshdesk and I thought I would have a limited support of the team but no. I had an amzing support, fast and kind. Pros It´s an easy to use tool and the interface is very friendly. Cons For the basic version (Sprout) I found a little difficult to find the support address. Review Source VR Verified Reviewer Chief of Staff Information Technology and Services Used the software for: Less than 6 months ### "User Review" November 28, 2018 4.0 Pros I like the ease of use. It is easy to get around within the portal. Cons I think there needs to be more flexibility with the features. The price point goes up quite a bit with each jump, but you may not need a full jump. I would make more features a la carte. Review Source JB Joel B. Administrative Secretary E-Learning Used the software for: I used a free trial ### ""The best tool for CRM"" February 7, 2023 4.0 A good tool that helped me manage my customer relationships(CRM) Pros I find it easy to navigate on their platform. Everything is well structured. I mostly use the new social media engagement feature. Cons The need to add more options for their payments Review Source LB LUCIA B. CUTOMER CARE MANAGER Apparel & Fashion Used the software for: 2+ years ### "GOOD SERVICE FOR CUSTOMER CARE" October 16, 2018 5.0 Pros TICKETING AND FUNCTIONALITY. IT IS QUITE EASY Cons IT IS LIMITED ON AGENT SERVICE BECAUSE WE WANT BLOCK SOME FUNCTIONALITY BUT IS IS NOT POSSIBLE. LIKE TICKET MANAGED FROM OTHER AGENT. Review Source VR Verified Reviewer Senior Software Developer Printing Used the software for: 2+ years ### "Competitive helpdesk service" October 31, 2019 4.0 Helped the support team to handle all communication channels in a streamlined way. Pros It's pretty easy to use, setup. Has integrations with many communication channels, like email, facebook. Cons Can't say anything bad, except maybe I liked the old UI better than the new one, but it's mostly aspect of getting used to it. Review Source DN Deon N. Support Manager Information Technology and Services Used the software for: 6-12 months ### "Good cloud based helpdesk system" May 21, 2019 4.0 We have been able to streamline and formalise the support experience for our customers significantly since we have started using Freshdesk. Pros Cloud based, intuitive interface, good functionality Cons Limited predefined report. If you need more reports you have to dump the data and configure your own reports which is time consuming. Review Source SH Shabaz H. About Freshdesk Information Technology and Services Used the software for: 6-12 months ### "About Freshdesk" November 9, 2018 4.0 We are working for information technology company, Where we will be having Tickets for system issues, So fresh desk keeps us up for tracking issues. Pros really awesome experience i had on Freshdesk, Very good software for Ticketing tool, Cons This tool keeps track for each Ticket raised for any issues, and even teamwork goes very good. 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.