# Page 95 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 95 - 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 95 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2351-2375 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use MM Maryanni M. Asistente de Servicio al Cliente Wholesale Used the software for: 6-12 months ### "Correo Practico" February 3, 2023 4.0 Es un correo que se usa para dar respuesta al cliente de manera rapida y practica Pros Que permite crear respuesta rápidas y configurarlo de diferentes maneras Cons Realmente todo me ha gustado es muy bueno Review Source VR Verified Reviewer Software and Web Developer Used the software for: Less than 6 months ### "Awesome experience" March 13, 2018 5.0 Improved my work quality. Pros Freshdesk simplified my ticket management greatly, it has becomed an elemental tool for my job with clients. Cons The interface is not completely user friendly to start, it has too many options but once you grab the idea you'll be all set. Review Source BP Brooke P. Client Team Specialist/Dispatcher Machinery Used the software for: 1-2 years ### "Freshdesk Review" May 10, 2019 5.0 Pros User friendly Performance Reporting Customized Subject Tagging Cons Having to open multiple tabs to view different things at the same time. Review Source TW Todd W. Cusotmer Service Manager Information Technology and Services Used the software for: 6-12 months ### "Freshdesk - a great solution" June 11, 2019 5.0 We are able to provide documented, fast service to our clients to assist them with their needs. Pros The simplicity of Freshdesk makes it appealing - it is extremely simple to navigate and use. Cons I wish there were a few day passes that were included for occasional agents monthly - instead of them only being a la carte. Review Source CK Courtney K. CSM Primary/Secondary Education Used the software for: 1-2 years ### "CSM" June 21, 2019 5.0 Pros easy to use and like how it is layed out Cons hard to find articles in solution, wish there was a more in depth way to search by key words. Review Source CK Chandil K. Team Lead- Customer Support Apparel & Fashion Used the software for: 2+ years ### "Feedback" November 2, 2018 4.0 Amazing, We would want to buy more licence to expand this option in most of the verticals Pros Far Better to Zendesk application hence we changed to freshdesk Cons Adding the Groups and creating the foields Review Source RA Robert A. Technical Support Automotive Used the software for: 2+ years ### "Freshdesk Review" September 17, 2018 5.0 Still learning! Pros Very streamlined with my customer needs. Was able to integrate within our generic email forms. Cons A little bit costly. But is it so much considering the time saved?? Review Source MM Marielle M. Project Director Non-Profit Organization Management Used the software for: 2+ years ### "Organized our helpdesk" February 2, 2019 4.0 Pros Freshdesk was been really helpful in taking our help desk out of an email based system and into a ticketing system. It's insightful to use tags and see the analytics on requests. Cons I wish there were more automated intelligence in tagging, inserting canned responses, and suggesting knowledge base topics based on tags/analytics. Review Source AK Ajay K. IT Support Logistics and Supply Chain Used the software for: Less than 6 months ### "Fresh desk " December 3, 2019 5.0 Pros All the features to personalize the way Freshdesk works. The company can be easily split into group and each group can be set up to work different to each other but perfect for their individual needs. Cons With all the features available not all of them come naturally to you. There is a bit of a learning curve when it comes to the more advanced options. Switched from [LogMeIn Resolve](https://www.capterra.com/p/249584/GoTo-Resolve/) Better integration of all different parts of the company into a single platform. Review Source KP Kamlesh P. Chief Manager Insurance Used the software for: 1-2 years ### "My Feedback" January 2, 2020 4.0 It's been a pleasant exp till now, no such point of grievance till now. Pros Module is User Friendly Reports are apt. Cons No Such area for improvement & concern. Review Source DS Deanna S. Retail Support Manager Retail Used the software for: 1-2 years ### "User Friendly" October 12, 2018 5.0 Pros The simplicity of the program. Agents can efficiently action day-to-day tasks with ease. All of the features are very straight forward which makes it easy for training new staff. Cons The reporting for the Phone Channel is limited. However we will be moving to Freshcaller which I have been told will improve the reporting feature. Review Source RK Radosław K. Sales Director Computer Software Used the software for: 2+ years ### "Just a few cliks and you are ready to customer support " September 13, 2018 5.0 Multi Channel Customer Support in the one user friendly tool. Pros The most user frendly tool for customer support Cons Will be nice to have multi language tabela for custom fields in ticket form. Review Source MS Megha S. Software developer Airlines/Aviation Used the software for: 1-2 years ### "Best accounting tool" July 19, 2019 5.0 Pros Freshdesk has helped our business. It's awesome tool for invoicing etc. Cons Nothing that I can think of. We love it and use it everyday. Review Source yG yara G. goi Internet Used the software for: Less than 6 months ### "advantage and practicality" January 5, 2023 4.0 Pros it assigns a different access premise and several channels to facilitate telephone, chat, email Cons cost benefit makes it difficult to include more users, but everything that facilitates has its cost, it's worth it Review Source Nathan R. CEO Used the software for: Less than 6 months ### "I wanted it to work but kept getting problems" January 23, 2018 3.0 When it was working it was awesome to have all the tickets in order and attending to each in its turn. Addressing the customers in a "automated" way is awesome. Pros When it works this is one of the best tech support platforms I have used. It is done in a way that you can manage different teams and companies in a simple way. It is the best way to control tickets. Cons What I didn't like is that I had a problem with the sign in, for some odd reason I was not able to sign in or work any more. This was NOT fixed for me I did not get the support I was hoping to get and honestly I just gave up. I'm not saying this will happen to everyone, but that is what happened to me. Review Source TC Tony C. PLM Admin Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "Affordable Helpdesk Software for Small and Mid-Sized Companies" October 14, 2018 5.0 Pros Overall, Freshdesk is a comprehensive and effective platform for running a helpdesk ticketing system. It features an intuitive dashboard with easy access to open tickets, reporting, a knowledge base, contacts, etc. The reporting features are particularly nice as they are filterable by group and program, and allow single-question queries. Ticket metrics are available as a graph that allows drilling down to specifics. Cons There are no change management features or functions. This is fine for small companies and some medium ones, but certainly not for larger companies, which will require additional software to manage that. Also, some of the ticket features are lacking. Review Source JD Julie D. Projet manager Hospital & Health Care Used the software for: 6-12 months ### "Easy fun and useful" October 24, 2019 4.0 Excellent service excellent product magic what it did for our Team Pros Easy to set up and implement facility To connect with customer support and great product............ Cons Mix of other products incluses but not useful to my point of view and no time to check it over and use it Reason for choosing Freshdesk Easier than All others Review Source NZ Nicholas Z. Senior Support Agent Financial Services Used the software for: 2+ years ### "Awesome support" October 17, 2018 5.0 Pros People I spoke with had the knowledge, they had quick answers. Cons Every single time you call or something, it always ends up as a ticket that can take days to be resolved. Review Source LT Liam T. Chief Technology Officer Telecommunications Used the software for: 2+ years ### "Good product, great service, average turn-around time on new practical features" September 26, 2018 4.0 Pros Product is beautiful, simple, and elegant. Cons We have seen some short-comings in terms of day-to-day features that just takes too long to be vetted, approved and developed. Review Source Chelsea E. Customer Communications Manager Telecommunications Used the software for: Less than 6 months ### "Freshdesk review" August 15, 2018 5.0 It's been helpful to help our technical operations deal with technical issues from customers Pros Easy to use, easy to set up. Efficient and effective! Cons It took awhile to figure out how I can set up the name of the email since I'm using it as a team and not individual agent Review Source CG Cristina G. costumer experience manager E-Learning Used the software for: 1-2 years ### "Freshdesk experience" December 18, 2019 4.0 Pros Easy acces to emails from costumers that allow us to work from the same space Cons Just being able to answer 2 chats at the same time. Review Source CB Chris B. IT Lead Coordinator Computer Networking Used the software for: 1-2 years ### "Fresh Mint - Great New Dashboard" July 20, 2018 5.0 Pros Excellent dashboard for customer support. The new features are a great upgrade from the previous platform and promises that FreshWorks cares about the future of their platform. Cons Some items are a little buggy when managing text/font properties. I'm sure this is being worked on and expect to have fixes in the near future. Review Source GM Gregory M. Dental Student Higher Education Used the software for: 6-12 months ### "Freshdesk is an excellent helpdesk software!" August 16, 2017 4.0 Pros Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics. Cons I don't like the way the way customer-facing portal requires a login unique to the system, but this is a fairly small nitpick. Review Source MK Mayank K. Assistant Manager - Digital Marketing Real Estate Used the software for: Less than 6 months ### "Quick Setup & easy integration for Customer Support" June 5, 2021 4.0 We are using Freshdesk since it allows us to organize customer queries in an efficient manner. Different dashboards for different levels helps in structuring customer support workflows so that we can provide best possible customer experience. Pros It has a nice, easy to use and uncomplicated user interface which helps in viewing and sorting support tickets smoothly. You can easily monitor your agents performance as well. Also, the free trial option helps in understanding how this can help the business. Cons Integrations with other tools is really complex. Freshdesk has to employ customer success managers who are technically equipped to customize solutions basis the needs of the business. Review Source AS Aftab S. Senior Analyst Information Technology and Services Used the software for: 2+ years ### "Best Ticketing and Reporting Tool" December 28, 2018 5.0 Client Interactions Reporting Agent Statistics Pros Easy communication with the customers User Friendly and easy access for reporting Cons Merged tickets do not recover complete information 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.