# Page 98 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 98 - 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 98 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2426-2450 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Customer Success Manager Legal Services Used the software for: Less than 6 months ### "Freshdesk is saving our teams' time" May 13, 2019 4.0 Pros I like the ability to manage all tickets and my teams' activities in a centralized location. Having as our help desk has allowed us to better collaborate across our teams and offices. There's more accountability for everyone and we've been able to automate a number of tasks we were doing previously. Cons We are currently having issues with how Freshcaller integrates with . Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Price and capabilities Review Source VR Verified Reviewer Deputy Manager Insurance Used the software for: 6-12 months ### "It was really easy to set up and deploy. The basic version is actually surprisingly feature packed. " June 14, 2018 4.0 Pros You can get started by investing very little in it. Easy to set up and deploy. Decent amount of features. Cons Our users had some issues getting used to the interface. Somewhat complicated to use when you are starting out. Review Source FS Fabian S. Support Engineer Information Technology and Services Used the software for: Less than 6 months ### "Freshdesk Feedback" January 17, 2020 5.0 Pros \- customization - email handling - Gsuit integration - rest API - handling Support Tickets Cons \- limited configuration of email events - registration for users does not require admin verification (workaround using Rest API) Alternatives considered [Mojo Helpdesk](https://www.capterra.com/p/128650/Mojo-Helpdesk/) Reason for choosing Freshdesk Best Gsuit integration Most customization possibilities of the customer helpdesk Review Source Vanda A. Socio Environmental Services Used the software for: 6-12 months ### "Automate customer interaction" July 13, 2023 5.0 Great support for companies Pros Ease of use, good support on features presented Cons The free version should be more developed for users Review Source JM John M. Support Manager Machinery Used the software for: 6-12 months ### "Great Ticketing / Support Applications" January 2, 2020 5.0 Pros We have tried many ticketing / support options over our 30+ years in business but has been a very pleasant surprise. There are many options available to build a professional support structure and used in conjunction with the Freshdesk mobile app means we are always in control and on top of any support issue that needs to be dealt with. Cons There are SOOO many options ... after 6 months we are still realizing options available to use to build an even more robust and professional support structure. But that's a good thing !!! Review Source LW Lawrence W. Support Rep Banking Used the software for: 1-2 years ### "Freshdesk review" September 25, 2018 4.0 I like interaction with customers on tickets Pros It's online I like that Customers can initiate a ticket and can track any progress on the ticket Cons When creating a ticket I would like to choose the company, then choose the person associated with that company. Also I would like easier access to telephone numbers. Review Source RA Rex A. Agent Global Help Desk Public Policy Used the software for: Less than 6 months ### "Best option for our organization" June 23, 2017 4.0 Well worth considering for organizations of any size. the free trial option is a wonderful way to try out the program before committing. Pros We reviewed a number of products and chose for our organization based on ease of use, functionality and price/performance evaluation. We are a volunteer organization which requires bringing on and removing agents based on election cycles. Getting ageist up to speed quickly with a minimum of training is essential. Freshdesk is very intuitive software with an interface familiar to people who use various emails programs. The training required to make an agent productive is minimal, but the program has extensive functionality. Cons The only shortcoming I can think of is an easy way to search for a ticket by ticket number and that is probably my lack of familiarity with the program. Review Source PJ Pandurang J. Developer Information Technology and Services Used the software for: 6-12 months ### "Freshdesk software and there employee really awesome to work with them and there support is good" June 23, 2018 5.0 So many customers are creating tickets and we easily solving there problem and happy to use this software Pros All the features and easy to use this software and its functionality is awesome. And most important is there support to client and there problem understanding level and making people understand there product as well as giving solution on clients requirements. Cons Nothing like that as per our view everything is fine. and need to give easy options for making agent role Review Source LN Loyd N. Assistant manager Banking Used the software for: 1-2 years ### "-" November 27, 2019 4.0 \- Pros customization feature where we can set some rules Cons over all dashboard which is by default available Reason for choosing Freshdesk \- Review Source VG Vesna G. CSO & Board of Directors Marketing and Advertising Used the software for: 6-12 months ### "Smart service to speed customer support" November 19, 2018 5.0 Pros To organize the process of communication with customers, we use the online service. The system allows you to quickly process incoming requests and receive detailed information about the client. There is a function to create surveys to improve customer service. The tool is fully integrated with mobile devices. Cons The online service lacks templates with ready responses to applications and a system for monitoring customer activity. Review Source SC Shubham C. SOC Analyst Information Technology and Services Used the software for: 6-12 months ### "Best Ticketing and SLA managing product" December 6, 2019 4.0 Easy to use and track tickets and agents . easy to track SLA of customer. Pros Alerts / Escalation Email Integration IT Asset Management Self Service Portal Service Level Agreement (SLA) Management Ticket Management Cons There's no document storage feature which can be added further. Review Source RJ Rishabh J. Software Logistics and Supply Chain Used the software for: 6-12 months ### "Best omnichannel customer service" May 21, 2021 5.0 Pros Inside chating with customer regarding with anything also there are so many api for features Cons Too many custom apps make the tool clumsy. Field service management needs improvement. Review Source JV Jordan V. Developer Computer Software Used the software for: Less than 6 months ### "Great for small teams" February 23, 2019 5.0 Pros is fantastic for small teams. The API is great and has loads of features that are easy to implement into your own project. They have tons of examples to get you up and running in no time at all (in any language you might be working with). The helpdesk web software is easy to use and fast to get going. Cons I can see things getting a little hectic as the team and product grows and eventually outgrowing , however that has not yet been an issue. The API uses basic authentication, it would have been nice to have the option to use oauth authentication tokens for authentication instead. Review Source JR Jack R. 1st Line Legend support Analyst Information Technology and Services Used the software for: Less than 6 months ### "Better than another Helpdesk I have used" September 12, 2018 5.0 Main issue is with the KB Pros Smooth and clean looking UI, allows for great clarity on tickets i.e issues, team assignment. Great features including ticket sharing, bots, apps and many more. Cons Knowledge Base could allowing for easier linking to other articles, only way i have found so far is to publish the other article then insert the URL. Could have an option to link text to another article rather than having to use URL. Currently a bug with using ordered list which generates a number but then wont allow you to delete the number which means you then have to restart the article and delete the old one. Another bug is when inserting lines will then remove the line you just created. Once they fix these bugs and if they keep working on developing the KB then will be the nest helpdesk on the market Review Source VR Verified Reviewer CMO Used the software for: Less than 6 months ### "Ticketing at its best" April 9, 2018 4.0 Pros Gather every lead in the same interface and manage it with multiple coworkers. Nice for live support. Cons The interface is kind of disturbing at first. A lot of features or settings to set, and I'm not a developer myself. Review Source PM Pablo M. Analista Comercial Information Technology and Services Used the software for: I used a free trial ### "Freshdesk Review" January 2, 2023 5.0 Pros I found 's Live Chat function really amazing, really great software. Cons During the time I used it, I didn't find any problem using it. Review Source VR Verified Reviewer Cofounder and iOS Developer Used the software for: 6-12 months ### "Great software for managing customer support for small to large companies" April 26, 2018 4.0 Pros \- Great team management feature for adding team members - Assigning the users to particular group of customers is great. Cons \- Its bit confusing when want to export all data from freshworks to outside - Migration from other software to this can be improved Review Source VR Verified Reviewer Helpdesk Support Environmental Services Used the software for: I used a free trial ### "Doing Support? You need Freshdesk!" May 16, 2019 5.0 Dealing with a busy helpdesk, will allow us to work collectively with all our calls, emails and facebook messages. Pros It's simplicity - I've used other help-desk software - is better! Cons Some settings are not available to the system admin - our iteration wasn't working because the spam filters were set to high, I was unable to investigate or change that setting, and it took a day for someone to fix it. And the fault was invisible, so it looked like our replies were going out to customers, when in fact, for four days they weren't going anywhere, and there was no error message to indicate there was a problem. Review Source UN Uthayan N. US IT Recruiter Staffing and Recruiting Used the software for: 6-12 months ### "Freshdesk Review" October 17, 2023 4.0 Pros using for mostly live chat related to work and customer reported issues. and it's a legit tool to ticketing system. good interface and worth for money. Cons cannot interoagate the new one with the old one. minor discomfort while creating reports. Review Source erika C. IT Utilities Used the software for: 1-2 years ### "Easy to configure" December 4, 2018 3.0 I use the version of 3 free licenses and the call center to which support is very small, works perfectly. Pros The system does not have many advanced options and allows you to customize the triggers, the inputs as emails in a very simple way, the configuration of users goes in function to defined profiles which is also very intuitive Cons I do not have points against the system, considering that it works perfectly for small calls centers Review Source Deniz K. Venture Development Used the software for: Less than 6 months ### "Great so far" July 23, 2018 5.0 Pros Many integrations, simple to use,easy to set up, good tech support, very affordable,great customer service Cons Don't find the software as intuitive as zendesk. There are a few system errors that i encounter regularly. Review Source MM Monika M. Customer Success Manager Medical Devices Used the software for: 1-2 years ### "Very good and easy to use ticketing system" July 21, 2022 5.0 Very positive. It was one of my first ticketing tools and it was a pleasant experience. Pros Easy to use. Integration with Slack. Lots of funcionalities. Cons It's easy to add a public note by mistake. Additional pop up should be implemented. Review Source BM Barbara M. Business Development Manager Construction Used the software for: 2+ years ### "Good ticketing system" December 31, 2019 4.0 is a reliable platform to manage tickets Pros The search function works really well and makes easy to identify issues. The mobile app is user friendly and helps to check tickets more quickly Cons Honestly I can’t say anything bad about – it’s a great product and provides good value for money Review Source TP Tomáš P. Information System Manager Wholesale Used the software for: Less than 6 months ### "Freshdesk for internal use" December 27, 2019 4.0 Excellent demonstration of could based application - easy to set up, easy to use, user friendly and still capable of process customisation. The overall design facilitates to fully focuss on process without the need to address technical questions. Pros Working! Working! Working! Process design - based on ITIL, elaborated overall process and details as well, capable workflow. Easy setup - the basic setup is easy and well documented. It took less than 14 days to get it ready to start. User friendly - the interface is user friendly, responsive and polite. Cons Portal customisations available costly plans only. Reason for choosing Freshdesk Czech translation, easy setup, user friendly Review Source VR Verified Reviewer Co-Founder & CEO Printing Used the software for: 6-12 months ### "Easy Peasy" August 21, 2018 5.0 Pros The UI and UX of is so clean, and makes it easy to keep on top of all customer support related issues. Cons Have tried all the other competitive software and for the price/value, this is unbeatable. No cons. 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.