# Page 99 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 99 - 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 99 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2451-2475 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer ICT Project Manager Logistics and Supply Chain Used the software for: I used a free trial ### "Nice and simple software" March 8, 2020 5.0 Pros was always the little cousin to another reputable ticket-management software (like Zendesk), so it had all the same features. Cons They started out with a great free option - now the option has a time limit. Review Source JH Justin H. Manager, Passenger Engagement Used the software for: 2+ years ### "Overall great experience" July 11, 2018 5.0 Pros Ease of use, reporting capabilities, and value for money. Cons The scalability and find that social is not as advanced as other competitors. Review Source IW Ishara W. Senior Software Quality Assurance Engineer Information Technology and Services Used the software for: 1-2 years ### "Good ticketing tool for the company" March 30, 2023 3.0 Pros Automated ticket assignment and prioritization.Reporting and analytics features. Cons No automatic translation of tickets in the basic plan. Review Source SL Suzanne L. Senior Anaylst Information Technology and Services Used the software for: 1-2 years ### "user Friendly software" September 5, 2018 5.0 Amazing experience with the tool. Enjoy working on this tool and would recommend everyone to use the tool more often. Pros Easy and self explained tabs to be used. ' Search' option is amazing and quick. Friendly interface Easy reporting structure Excellent Customer support Cons Nothing at the moment. Everything seems fine. Review Source wZ weiwen Z. analyst Real Estate Used the software for: 1-2 years ### "Pretty good" November 7, 2018 4.0 Prretty good Pros \- Easy to use - Analytical insights are valuable - Support desk is ultra responsive and helpful Cons \- When an agent is removed, all the ticket group classifications associated to the person is lost. - When respond, we can't add more email address to the response but on to the cc. Review Source DN Dang N. Sales Manager Information Technology and Services Used the software for: 2+ years ### "Freshdesk keep impressing me" October 17, 2018 5.0 Pros Development team keep improving with new features Cons Pricing schema need to be more flexible, eg multiple plans across agents Review Source MF Mike F. Head of Customer Experience Management Publishing Used the software for: Less than 6 months ### "Freshdesk" May 13, 2019 4.0 So far it's been about improving the user experience for our agents who have been using a system which was not fit for purpose. We know there is more functionality we can benefit from using and stretching the use of across our business. Pros It's user friendly and does not require us to provide lengthy training for agents. We are also able to configure much of the system ourselves without needing large amounts of technical knowledge. Cons Realising that you can't do some things which should be considered basic. For example, filtering tickets by a customisable date field or running reports using "Today" as a criteria rather than an actual date. Review Source RN Richard N. Team Lead Retail Used the software for: 1-2 years ### "FreshDesk - Blossom " May 21, 2019 5.0 Pros Clear and easy to use with lots of features Cons Not being able to reply directly to people in copy Review Source NB N. B. Bereichsleitung Automotive Used the software for: 1-2 years ### "With Freshdesk we have completely restructured the customer support for our customer" July 25, 2018 5.0 Individually adapted to our needs and changes can be implemented very quickly. Pros The solution is very intuitive to use and offers many possibilities to tailor it to the specific needs of the customer. Cons For this I can not say anything at the moment, so far nothing has been noticed negatively in the software. Review Source MR Matteo R. Fotografo e Grafico Photography Used the software for: Less than 6 months ### "Software innovativo" July 7, 2023 4.0 Pros รจ un software molto innovativo per quanto riguarda l'assistenza clienti e ci aitua a risolvere i problemi appunto di costoro Cons Complesso nel suo genere, si rischiano errori e quindi da risolvere a perdita di tempo con un operatore di questo software Review Source SR Sumit R. Admin Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Good experience overall. But reply was a bit slow" July 22, 2018 5.0 Pros Overall serviceable.Ticket filtering is good.Overall nice CRM software. Also interaction is good enough Cons Needs to add a lots of feature like salesforce. But ticket exporting takes some time. Drill down option is not very useful. Overall look should be improved. Cutting edge is missing. Review Source VR Verified Reviewer Head of Growth & Co-Founder Computer Software Used the software for: Less than 6 months ### "Support and Helpdoc software that meets enterprise standards" March 26, 2019 5.0 Pros Just switched to the Freshworks suite and can anything but recommend when it comes to finding a decent support solution; the helpdoc is also very good. Cons It still lacks integrations but it will come. Review Source JC Jon C. CEO Internet Used the software for: 6-12 months ### "Excellent support desk" September 5, 2017 4.0 It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues. Pros Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs. Cons The platform pricing is a bit restrictive, it's completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive. Review Source VR Verified Reviewer Marketplace & Processes Analyst Internet Used the software for: 6-12 months ### "Best tool I know" May 15, 2019 5.0 Pros Super easy and intuitive, by simply using the features of the tool you will be incurring in best practices in customer support. Cons I found that error messages are not always descriptive enough, but 's support team is really good and fast. Review Source JB John B. Sr. Service Engineer Electrical/Electronic Manufacturing Used the software for: Less than 6 months ### "I like FreshDesk more than Salesforce" January 7, 2020 5.0 Pros I've worked on teams using both SalesForce and , and have come to prefer FreshDesk. Granted, it was set up by a colleage who devoted a lot of time and energy to making it great, but I find it to be much more intuitive, responsive, and easy to customize. Cons I wish there was a way to perform a mass update of a company's employees' contact information when their company, say, changes locations. As it now stands, you have to update contacts on an individual basis, which can be time consuming and invite errors in large organizations. Hopefully this capability will be added soon. Review Source LAP Lucas Axel P. Application Support Computer Software Used the software for: 1-2 years ### "Freshdesk is great for every day" May 22, 2019 4.0 Pros Ease of use, great support and fast browsing. Cons Lack of UI customization and spanish plugins. Review Source Tyler V. Teacher Education Management Used the software for: 6-12 months ### "Send Your Problems to the Right Place" December 10, 2019 5.0 This software has help our company use our time more effectively and effciently. Common problems can be posted for users to troubleshoot and tickets can be created so end users can reach the correct person to fix the problem. Pros When configured correctly for a large organization, offers a ticketing system that can deliver problems to the correct department or person. The user has the responsibility to specify the problem or choose from prepopulated choices. Cons The systems can be co complete and thorough that completing a request becomes more of a hassle than just dealing with the small problem. Review Source TW Tina W. Senior Guest Experience Officer Food & Beverages Used the software for: 1-2 years ### "Service review" September 17, 2018 4.0 Overall the experience is good, it helps us to gather all the emails into the system and handle it systematically. Pros It's easy to use, export the report and setting some rules to re-direct some emails to the appropriate group. Cons Not enough to cover the re-direct feature between other platform and mailing system. Review Source VR Verified Reviewer IT Support Technician Management Consulting Used the software for: 1-2 years ### "Tool Complete!" May 21, 2019 5.0 Pros Very easy for the use daily! High customization! Cons Difficult for beginners. Complex Tool... Review Source KS Kate S. Developer Computer Software Used the software for: 1-2 years ### "Good product, free level is definitely enough to get started, price jumps quickly for higher tiers" April 19, 2018 4.0 Pros The assigning rules are handy and notifications work well. It is convenient to be able to search by either company or specific requestor. Cons Mobile application is lacking. Paid tiers are pretty steep in price compared to similar systems. Definitely needs improved search functionality. Review Source JS Jahaber S. Customer Success Lead Computer Software Used the software for: 6-12 months ### "Support on the go!" May 21, 2019 5.0 Pros Very clean and simple UI, I personally like the canned responses and I use it on a daily basis. Mobile App helps a lot when you are on the move! Kudos to the team. Cons Nothing I can think of as of now. At times the loading time takes a bit longer. Review Source JH Joe H. Recruiter Computer Software Used the software for: 1-2 years ### "Perfect help desk software with quality" March 28, 2018 5.0 Pros Help desk system is so intuitive that it becomes easy for a begineer to setup and understand all its features and use it instantly. they also have guides to walkthrough. Cons I have not seen after a ticket is resolved an information rolling out for how satisfactory was the experience. Review Source IK Ivan K. Head of Technical and Customer Support Used the software for: 1-2 years ### "Great tool for CS. Support team are great and really helpfull. Good value for your money." March 5, 2018 4.0 Pros Easy to use Lots of options Lot of configuration options Great admin and reporting tools Fluid work, less then 10 minor issues in over 1 year of working with FD. Cons If a certain thread is little longer it could be little hard to manage it. Had a problem with payment options. Review Source AA Akram A. Team Lead Information Technology and Services Used the software for: 2+ years ### "Suggestions for Freshdesk" October 13, 2021 4.0 Pros It is easy to take the customer opinions and it is also easy to take their input to make changes required. Cons Sometime times there is confusion of the applications. Review Source RJ Raji J. Assistant Manager Internet Used the software for: 1-2 years ### "Provides localized cost effective application" September 25, 2018 3.0 Pros It gives lot of independence and features to the user of the product like writing scripts for automation. Cons Feature restrictions and the display screen is not at all user friendly with no differentiation of font structure and the entire screen look alike with grey background. 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.