# Page 100 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 100 - 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 100 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2476-2500 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use HWT Han Wen T. Business and Financial Analyst Hospitality Used the software for: 1-2 years ### "Basic Time tracking functionalities" June 14, 2018 3.0 Pros Basic Time Tracking functionalities, easy to use user interface. Has all the essential functionalities for basic time tracking. Cons It doesn't have a lot of advanced functionalities, ex. assigning multiple users to one ticket, and the analytics function provided is very limited. Review Source VR Verified Reviewer GM Implementation & Support Information Technology and Services Used the software for: Less than 6 months ### "Best Bits" November 29, 2018 5.0 So far its been great Pros Ease of use, price point, reliableservice in Freshdesk Cons no one is ever available in Fresh chat customer service via a call. Leaving a message doesnt work too, i cant record a message Review Source RS Rosemarie S. Procurement Specialist Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "This is all you need" September 23, 2018 5.0 Pros Freshdesk is really good for me. It helps me resolve a cases of my clients by creating a ticket. It helps a lot to them everytime their case has been resolved. Cons I can't say anything wrong because it is really convenient for me. Review Source AD Anoosha D. ISR Computer Software Used the software for: Less than 6 months ### "Reliable software for Customer suport" November 10, 2017 4.0 Pros Quick initial response Support understands customers’ issues Good followup Immediate help offered Kept well informed Knowledgeable team No escalation required Problems get solved Quick resolution Support cares about customers’ success It’s easy to use – you can set it up easily and get started in just a couple of minutes. Since the app is web-based, users do not have to undertake the hassle of maintaining a server. They can get regular updates on recent features and functionalities. It is highly flexible and customizable in terms of integration and functionality. The vendor offers reliable technical support and their helpful agents are quick to resolve if you have problems with any function. It stores a large amount of information, including FAQs, which helps new users resolve issues on their own. Cons A few users have pointed out some minor issues with the software. For example, the reporting module can be improved and the premium packages can be a bit expensive per agent. But, its high-quality features and benefits means the cost is well worth it. Review Source PS Paul S. Channels Manager Marketing and Advertising Used the software for: 6-12 months ### "Good customer support tool" June 15, 2018 4.0 Pros Created better relationships with our customers as we're able to support them faster and share knowledge across the team. Cons The paid tiers rise sharply and when trying to use the mobile application it doesn't feel as fluid as the desktop. Review Source VR Verified Reviewer Investment Banking Analyst Financial Services Used the software for: 6-12 months ### "Definitely consider Freshdesk" October 3, 2018 5.0 Pros I've used Zendesk for awhile, but Freshdesk does a really good job with integration to social media and automating responses. Cons Although the UI is pretty good, there is still always room to add more macro capability and keyboard shortcuts Review Source BP Brittany P. Administrative Assistant Health, Wellness and Fitness Used the software for: 6-12 months ### "Easy Software for Support Centers" March 13, 2019 5.0 Pros I enjoy the ease of use. It's an extremely user-friendly software that requires little to no explanation. Cons I least enjoy receiving emails for notifications and the fact that tickets reopen with simple responses, but not the biggest deal! Review Source IN Ivan N. Community Manager Investment Banking Used the software for: Less than 6 months ### "Buena herramienta para gestionar el chat en directo " November 1, 2022 4.0 Positiva Pros Es fácil e intuitiva de usar, además de económica Cons A veces no va en tiempo real y eso puedo ser negativo a la hora de ofrecer buena atención al cliente Review Source VR Verified Reviewer Senior Executive - Customer Support Entertainment Used the software for: 6-12 months ### "Not getting a notification" September 5, 2018 5.0 We are solving customer queries through Freshdesk and it is a very good tool to use. Pros Customer support is very friendly, whenever I try to reach them they resolve the issue at the earliest. Cons I do not have anything as such which I do not like about Freshdesk. Review Source mP miguel P. engineer Marketing and Advertising Used the software for: Less than 6 months ### "FreshDesk Get's the Job Done" September 20, 2018 4.0 FreshDesk was very similar to ZenDesk so the learning curve was pretty easy. I wish their documentation would be a little better but I think with time that piece will improve Pros FreshDesk had this migration tool from ZenDesk to FreshDesk. That was a great feature that saved us not only time but money when transition over. FreshDesk customer support is super helpful and always online ready to assists when needed. The admin menu was easy to navigate and not overwhelming. We have used to tools in the pass where the admin menu is very overwhelming and confusing which intimidates the end user. This was quite the opposite that it allows the user to explore all the rich features FreshDesk has to offer Cons FreshDesk documentation is lacking compare to it's competitors. One of my task was to integrate our web app to FreshDesk using FreshDesk sso process. I had to hunt 3 different articles to fully get an end to end picture of what needs to happen for sso to work correctly. Compare to ZenDesk that only had one article which described step by step of what needs to occur. The other thing was ZenDesk documentation had clear instructions if something went wrong. Review Source VR Verified Reviewer Customer Support Specialist Computer Hardware Used the software for: Less than 6 months ### "FreshDesk Review" June 24, 2019 4.0 I use it for work, so far so good Pros The support seems to try resolving issues as soon as they can. Cons Really reliant on the Admin, even when debugging so it makes it a bit hard if you're not the Admin account. Review Source JP Jordan P. Managing Member Medical Practice Used the software for: 1-2 years ### "Excellent Support Platform For Our Clients" May 10, 2018 5.0 Pros Freshdesk has provided excellent ease of use and communication with our clients when they have any issues and need our support staff's attention. This made our retention rate increase as clients were very satisfied with our responsiveness. Cons Freshdesk works as good as you and your staff works it. No support software helps unless there is a user there to drive it. As long as you put the support staff in you will be satisfied! Review Source MG Michael G. It Engineer Information Technology and Services Used the software for: 6-12 months ### "Great software for beginners " November 30, 2018 4.0 Pros The software is very easy to learn. You can be up and running within about an hour or two. Great for smaller to medium sized shops. Cons The feature is lacking in some features if your not willing to buy the most expensive product plan. Review Source VR Verified Reviewer Co- Founder/CEO Hospitality Used the software for: Less than 6 months ### "Great Customer Support Product" November 26, 2018 5.0 Excellent support responsiveness when submitting ticket for assistance. Pros Well designed and flexible product for managing a customer support operation. Cons email notification configuration could be more user-friendly. Review Source IM Ian M. Support Magician Computer Software Used the software for: 1-2 years ### "Long term, very happy user" February 2, 2016 4.0 Pros The biggest thing I've seen from Freshdesk is clear, measurable improvements. I've been using the product with different companies for nearly 2 years. When I first started using it, it did the job adequately. Now it does its job very well, and does a few other jobs pretty good too. Cons It's little things that tend to cause issues in the system. Knowledge Base article editing becoming locked because someone tried to edit it once 3 months ago, and the article's still stuck in "edit" mode stuff like that. That and the support. It's not... great, to be honest. Which I find very ironic. Slow to respond in general, and not always able to quickly resolve. Review Source JH Jonathan H. ICT and Operations assistant Used the software for: 6-12 months ### "Freshdesk has been excellent its helped us keep more control over incoming issues" July 26, 2018 5.0 It's easy to organize tickets through easy to use filtering and sorting tools Pros It's pretty easy to use, it allows our users to keep check of their open tickets as well. In general freshdesk has improved our team's performance. Cons On of the things that we miss from our old system was the ability to add a checklist onto a ticket. We had a number of checklists for setting up users or PCs. We have started using FAQ's in the place of this however Review Source JG Julien G. Engineer Computer Software Used the software for: 2+ years ### "Fresh and modern but a free software" September 7, 2018 4.0 Pros The JSON API is very useful to automate some tasks and the team provides some examples on Github (I'd prefer them to put the source code elsewhere as I hate Microsoft products including Windows which I'm forced to use at work). Cons The HTML editor is a bit clunky and buggy. I have to enter my password twice on two different pages to login if I use the previous login page. Its source code isn't fully available under GPL, I can't host it on a server of my choice. Review Source sL suresh L. Project Manager Medical Practice Used the software for: 6-12 months ### "Best Support software for Company Development" October 16, 2018 4.0 Pros Easy use, easy to customize, More options for customer support development and good solution provider Cons No major cons in this software package and support. It is more useful for the grown company. But for startup the price is high. Review Source VR Verified Reviewer Founder Used the software for: 2+ years ### "Best customer support tool" October 25, 2017 5.0 Pros I like how much automation it supports as well as how much you can customize the emails sent to clients. Cons I dislike how confusing the settings are. I have had to ask for support multiple times and while they were able to help me, I would prefer to avoid needing support. Review Source AL Adam L. Customer Service Used the software for: 1-2 years ### "It was good and quick!" July 16, 2018 4.0 Pros It was very good and quick to use, the staff that helped me out was very good and even returned to me when the issue was fixed, very good service! Cons Nothing much, I really enjoyed the service and the issue was fixed very quick so I really don't have anything bad to say Review Source Mark F. Research Program Senior Associate Financial Services Used the software for: 1-2 years ### "Useful system for managing IT tickets" June 6, 2022 5.0 Pros I like how it's easy to make requests and file IT tickets on the platform, as well as how it easy is to follow up on certain tickets. Cons There are certain presets on the platform that seem to automatically mark certain requests as low-priority... which is not accurate. Review Source NA Nicholas A. Client Services Computer Software Used the software for: 6-12 months ### "Great features, excellent customer support, and easy to use!" June 1, 2015 5.0 Pros I had to find customer support software for our company and looked closely at 5 different products. What I liked about FreshDesk the most was everything. To start they had the most responsive team who answered all of our questions. Second, the product really had all of the features we were looking for - knowledge base, reports, easy to use ticketing process, customer satisfaction surveys etc. Also, where other vendors charged a high price for each feature, many if not all of the features we needed were included in the standard price for FreshDesk. From all of these, what I like the most is how FreshDesk is very easy to use for my team and for our clients. Cons What I would like to see is a few more built in reports. But we are happy how we can export data and create additional reports if necessary. Review Source AH Andrew H. Used the software for: ### "" July 8, 2013 4.0 We are a small bootstrapped start-up based in Australia. We offer a sales focused CRM solution called www.saleslifecycle.com. The need for a helpdesk solution has been growing, and we also want to provide a better experience for our users with searchable documentation aka 'Knowledge Database'. We signed up for Freshdesk's Free Account (downgraded from the normal trial). What we \*liked\* about Freshdesk - we had an issue signing up and got great support without delay. Creating new articles for the knowledge base was very easy and a good experience. The feedback widget built in support for screenshot. There's a data export available on free plan. You can Bcc or Cc someone on a support ticket. Solutions are suggested to agents when answering tickets. What we \*didn't like\* about Freshdesk - you can upload images but can never delete them nor organize with folders. Users can't comment on knowledge base articles. The look and feel of the public site is a bit blah out of the box. Review Source MSS Mohammed Salim S. Business Information Manager Entertainment Used the software for: Less than 6 months ### "Excellent Software" December 17, 2019 5.0 We have customer service facing portal for FreshDesk to resolve issues and customer complaints. So far it's in initial stages and we are still evaluating progress and success. Pros Lot of options and ease of deployment. Good Customer Support from FreshDesk to help setup the software. Cons Various versions of the software. Need to have requirements clear before proceeding with license procurement. Alternatives considered [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Reason for choosing Freshdesk More flexibility and options. Review Source ADM Alexis Dong M. Product Support Analyst Information Technology and Services Used the software for: Less than 6 months ### "Beautiful, Intuitive and User Friendly" July 23, 2021 5.0 This ticketing is effective and user friendly in comparison to what I've used before. Pros Ticketing System Management is easy to use and the rich text editor is nice to have, you can even paste pictures. Cons Maybe, linking if KB articles to a support ticket itself could be implemented 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.