# Page 18 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 18 - Is Freshdesk the right Knowledge Management solution for you? Explore 3408 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 (3408) 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 March 30th, 2026 # Page 18 - Reviews of Freshdesk ## Showing most helpful reviews Showing 426-450 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Amirullah H. Product Specialist Marketing and Advertising Used the software for: 6-12 months ### "Freshdesk is User-Friendly Apps" December 12, 2022 5.0 Complete features for our support teamfrom knowledge base, customer portal, social media to reports that are very important to us.And it's all in 1 application, Freshdesk Omnichannel. Pros Support ticketing system that really helps our customer service team Cons Omnichannel from all existing channels ranging from email, live chat, social media and also whatsapp Review Source IO Isaiah O. Consultant Human Resources Used the software for: 2+ years ### "Freshdesk review " March 24, 2023 5.0 Pros It's absolutely incredible to come across such software, it's the ideal software for remote customer service and proper customers query management, keeps you ahead of your game. Cons I really don't think i was dissatisfied i think they should keep doing the great job, but maybe they can find a way to classify similar customers query, and permission to send a broadcast to the customers in a similar query section. Review Source Mitusha A. Conversational AI Developer Information Technology and Services Used the software for: 1-2 years ### "Freshdesk is super useful to manage live chat" November 20, 2023 5.0 Pros The best feature of Freshdesk is to manage the tickets. Freshdesk can be easily integrated with the 3rd party app eg. a chat application to collect the tickets and resolve it Cons when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some chatbot platform Review Source ED Emily D. Product Manager Information Technology and Services Used the software for: Less than 6 months ### "Solved our suppor system woes!" May 10, 2019 5.0 FreshDesk has streamlined agent actions and provided a clean and holistic overview of the product for me (the product manager). The agents are able to work together with better ease and be more efficient with the email notifications on ticket actions. The FD support team is incredibly responsive and good at providing alternative solutions if the product doesn't currently support what is being asked. Pros Customer portal, ability to support multiple products, customization of statuses/dashboards/setup, email notifications with ticket activities, real time help from FreshDesk agents to support our team when questions come up, collaboration tools for agents (private notes, chats, etc), notifications when another agent is viewing/working on a ticket (prevention of agents stepping on toes/rework) Cons I have struggled with getting the reports that I need from this software. I've worked with very supportive agents, but the software is not setup to generate the reports I need or to create customized reports for what I'm looking for. I am trying to schedule a daily report of agent performance that includes how many unresolved tickets are assigned to that agent at the time the report is generated (not how many were assigned to them in the report period) and the aging of their ticket queue (how long has the oldest ticket been open). We work in software development and we can't close some of our tickets until development work has been done, some times taking months. Having that metric is critical for our team to be able to analyze resourcing and performance. Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk The out of this world product team. I'm not kidding when I say your onboarding staff is what sealed the deal. The product knowledge, SUPER responsiveness and excitement Reshma had about your product is what sold us. Of course the software answered all our questions, but the onboarding process is what really confirmed we made the right decision. Review Source VR Verified Reviewer AI Conversation Designer E-Learning Used the software for: 1-2 years ### "Freshdesk pros and cons" February 29, 2024 5.0 Pros I like that freshdesk makes it really easy to categorize and tag items. We work with specific clients, so it's nice to be able to tag clients and also to review details about their accounts. Cons I had such an issue with notifications and tracking tickets. Sometimes I would not get an email notification if I was assigned a ticket. If I was just mentioned in a ticket, it was often very hard to keep track of those or to find them again later if I needed to add more to the ticket. Review Source VR Verified Reviewer Director Operations Financial Services Used the software for: 2+ years ### "Not Just Another Contact Center Solution" January 14, 2023 4.0 Pros Freshdesk is well poised to be the leader in the contact center solutions, it easy to configure and comes with a well designed "User Interface". Cons Some of the features that would allow out of the box linkage with industry leading email solutions Review Source Kumail H. Customer support representative Information Technology and Services Used the software for: 2+ years ### "Freshdesk" September 25, 2021 4.0 Overall it’s good experience with freshdesk and it support is available for 24/7 this the best feature in this software. Pros The great cool application to support customer and provide customer with best solution via chat , email Cons It’s a great software to use for online customer support, and open many tickets at same time and check solved and unsolved tickets Review Source NG Nelly G. Agente de ventas Health, Wellness and Fitness Used the software for: 6-12 months ### "Fresdesk: la herramienta perfecta para la atención al cliente" September 21, 2022 4.0 Ha sido muy útil en la atención al cliente, se generan tickets posta dar solución a los reclamos y requerimientos y el chat en tiempo real es vital al mimen de ofrecer atención personalizada Pros La facilidad de uso es predictiva y amable con el usuario, el chat en tiempo real es realmente útil. La capacidad para tener respuestas predeterminadas es bastante ventajosa Cons Es un poco lenta, me gustaría un tiempo de respuesta más rápido para no hacer esperar al cliente. Es decir, me parece que la gran cantidad de funciones que posee, hacen que sea más lenta Review Source VR Verified Reviewer ecommerce specialist Consumer Goods Used the software for: Less than 6 months ### "Very happy with Freshdesk" December 10, 2019 5.0 We are a distribution company that imports several US and European brands into Canada. We manage the customer service inquiries for all these brands for Canadian customers and retailers. We were previously using Outlook inboxes but that became too cumbersome. Freshdesk has allowed us to feed all inquiries to one place while still maintaining our separate brands and automatically routing tickets to the appropriate customer services team. Our workflows are more efficient and customers are easier to track. Pros Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen and as our needs grow their higher tier plans look like they will grow along with us. We also chose this software because it integrates with their Freshchat solution. Cons There are a few automations & rules that are pre-built into the software that didn't fit into our business workflow. But we easily adjusted them to fit our needs. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Freshdesk capabilities and features are very comparable with Zendesk's and at a lower price point. Switched from [Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) To improve efficiencies and better track agent performance Review Source VR Verified Reviewer Marketing Assistant Education Management Used the software for: 1-2 years ### "It's good" November 6, 2018 5.0 basic help desk functions like customer service, ticket tracking, logging calls etc. Pros Freshdesk is reliable. I've never had any issues logging in or having it down. The UI is pretty good. They recently updated it and I like the change (though some people don't). It's also integrated with other apps we use for IP phone and CRM. The CRM integration sounds cool but it's not really much to brag about however ,what's offered is pretty standard among CRM/desk apps. Cons The worst part is that lack of a feature to avoid tickets. We use a widget from freshdesk on our contact us page. That allows them to send us an email and when someone types into the subject line of the email, it shows search results to the side. That's a cool feature however it requires an additional click for the user to search the results but no click to send the email. What I want is what's actually on the support site for freshdesk. When you want to email freshdesk a question you use a modified version of the widget but by default they show the search results and require the users to make an additional click to send the email. They don't eat their own dog food. IF they had this then I'd give them 5 stars. Review Source TB Tanya B. CS Manager Packaging and Containers Used the software for: 2+ years ### "Freshdesk is a great software program" November 1, 2022 5.0 Great program and it really helped us grow our business Pros This software is cloud based - which was important to us. It is easy to use and a lot of features that were extremely helpful. Cons I didn't dislike anything about this program - we had nothing before and this helped us with our ticket system and make IT a lot more effective Review Source Abhijeet S. Manager Business Intelligence Environmental Services Used the software for: 2+ years ### "Simple and easy customer issue management software" February 25, 2023 5.0 Pros Templates make my life easy. Very responsive and fast. Activity history. Cons The UI is very boring and old-school. Page refresh disconnects the call if you are using Kukkoo for call management and makes working with the system a terrible idea Review Source CE Clint E. CIO Information Technology and Services Used the software for: 2+ years ### "Great features with MAJOR crippling flaw" April 15, 2019 3.0 As a growing start-up and now a small business, we cut our teeth on Freshdesk. It did a great job early on as it just worked and was easy to use. However as we grew we found that it had a productivity crippling flaw, one they have known about for years, and that is SPAM. Once you get a batch of 2000+ blatant spam emails from Russia that create tickets, you quickly realize how bad it can get. We have received spam on almost a daily basis for a long time, but it was usually ranging from a couple to around 5 or 6 a day. You go in and mark the ticket as spam and block the email and are good to go. However as we got larger, we started getting them in batches of 100s and then even on that was 2000+. What made this bad is that the domain and IP were both blacklisted and the content failed standard spam tools with a very high score. So this would have been easy to block. So what makes this so painful, is that you now have to go manually close and mark as spam those 2000+ tickets , delete 2000+ emails from your inboxes, and try and keep up with your legit ticket queue. What made this worse, is when I went to their support forum and realize this has been a problem for years that they have known about and have showed no interest in fixing beyond the manual process. Unfortunately this made the difficult decision of changing support systems too easy, I won't say who we are switching to as I don't want it to seem I am trying to promote. Pros Easy to use and setup! Everyone on our team, even the non-technical, could get in and use the system. Ticketing was a breeze and administrating was just as easy. Cons Spam! While it does have a manual process for blocking spam, it has absolutely no automated ability to block spam. Review Source NK Naveen K. Technical Support Engineer Information Technology and Services Used the software for: 2+ years ### "Excellent option for small to medium scale organization" August 31, 2023 4.0 its good and help me with daily support activities. Pros Ticketing and tracking of the support cases seamless ticketing system Cons Spam filtering and Bugs, need more look towards spam filtering of ticket and bug related to spammed tickets. Alternatives considered [Zoho One](https://www.capterra.com/p/166175/Zoho-One/) Reason for choosing Freshdesk better price and i had previous knowledge on this. Review Source LP Luca P. Responsabile IT Consumer Services Used the software for: 1-2 years ### "Semplice e gratuito" February 24, 2023 4.0 Grazie a freshdesk abbiamo migliorato in modo significativo la gestione del servizio clienti. Non avrei mai pensato che un software gratuito potesse offrire un servizio così efficiente e rapido. Pros Compatibile con molti crm e, la versione gratuita, permette di gestire e utilizzare tutte le principali funzioni Cons La versione gratuita a quasi tutto, volendo passare alla versione a pagamento, per avere una gestione ottimale, il prezzo diventa molto elevato. Troppa discrepanza da non dover pagare niente a pagare quasi 10 euro/mese ad utente. ( la versione gratuita permette di avere infiniti utenti senza dover pagare nulla) Switched from [Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/) La gestione delle problematiche via email era diventata ingestibile. Review Source Aleksandra M. Customer Success Manager Medical Devices Used the software for: 2+ years ### "Great ticket management system for medium-sized SaaS companies" May 19, 2022 5.0 Pros I've worked with Freshdesk in two contexts before: as technical support and as a CSM. During my times as tech support, I've used Freshdesk daily, replying to tickets. The software is easy to use, and you can learn it in a day or two. I really like that you can have a lot of customized fields, which can be integrated with other software (for example Hubspot). This allows you to have a lot of information about the person who's writing to you. Cons For a long time now there has not been an issue, but previously (a year or so back) there were a lot of disruptions to the service, without previous notice. I didn't like the way those were handled back then. Also, on our version, there was no way to set a custom SLA other than some already imposed thresholds (which I believe were 30 minutes, 4 hours etc.) This might've changed tho, as my current company does not focus on those as much as the previous one. Review Source VR Verified Reviewer Director Computer & Network Security Used the software for: 2+ years ### "Manageable Ticket Management" May 20, 2021 5.0 Overall a good experience . Used on a daily basis for managing technical support tickets. Pros Assigning tickets and filtering ticket lists is easy, so is adding custom fields and automating workflows. Cons Analysis of workload performed by agents is important. While there are reports and analytics included with Freshdesk the customisation has good features but is also limited in the output styles. Upcoming single sign in authentication changes may affect integration with our CRM. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Cost, helpdesk features and integration options. Review Source Yassine J. Personel Information Technology and Services Used the software for: 6-12 months ### "Le meilleur programme de service client pour répondre à leurs demandes" November 8, 2023 5.0 Pros Il est facile à utiliser et ne présente aucune complication. Il fournit le service d'intégration de toutes les plateformes de médias sociaux en un seul endroit pour répondre aux demandes des clients. Il facilite une interaction et une communication accrues avec le public. La meilleure caractéristique de celui-ci est qu'il fournit de nombreux services gratuits. Cons Depuis que j'ai utilisé le programme jusqu'à présent, je n'ai rencontré aucune difficulté ou problème majeur au sein du programme. Review Source JE Jay E. Systems Developer Hospital & Health Care Used the software for: 2+ years ### "Freshdesk is a Perfect Knowledge Base for Customer Help" July 18, 2022 5.0 Freshdesk is a resourceful application that increases the customer help, and rational engagement. The platform focuses on the CRM, which is professional in enhancing better relationship with clients. Pros Freshdesk multiplies the satisfaction of customers by engaging them efficiently and comprehensively. Besides, Freshdesk developed a stable and affordable call center, which is convenient in solving the needs of clients. Further, Freshdesk has the ticket planning, which brings all issues to the company on time. Cons Freshdesk is orderly in managing the challenges that customers face within the business, and issues are resolved immediately without challenges. Review Source PG Prashanth G. Co-founder Financial Services Used the software for: Less than 6 months ### "Ultimate Omni-channel CRM for ticketing & Customer Support" October 4, 2022 4.0 I've been using Freshdesk for 4 years now. In whatever organization I worked Freshdesk has been used as a ticketing system. In our current startup, we use it to handle the user queries and calls as we cater to users across the country and this tool is helping us to streamline the process. Pros 1\. Architecture of the dashboard is amazing and easy to use. 2. Classification of tickets based on priority and changing the status once the issue is resolved is best in class feature. 3. Call option and negative-feedback collection system are very helpful for us to take an action. Cons 1\. Freshdesk has limitations while scaling the team, they don't support integration with all tools like Miro and a few other daily communication channels. 2. Mentioning/Tagging colleagues don't work often and the recipient doesn't know it's assigned to them. 3. CRM goes down sometimes if multiple tickets are raised at a single time. Review Source RR Ryan R. Policy Specialist Government Relations Used the software for: 2+ years ### "Great Easy to Use Platform" May 18, 2022 4.0 Pros Our company uses Freshdesk to notify staff of phonecalls/issues from members. This is great for ensuring response times are kept to a minimum or reminding staff that they still need to follow up on an inssue. Cons When creating a ticket, how staff are tagged seems backwards and I sometimes end up sending the ticket to myself. Review Source Victory E. CEO Writing and Editing Used the software for: 2+ years ### "Best for Newbies" August 21, 2023 4.0 Missing emails, certain thread histories that aren't displayed, and they just Regarding the matter of filters in the beginning, there are times when it doesn't work effectively and some tickets don't appear even after I screen All entries and appropriately arrange them. Pros It has several helpful tools and is simple to navigate. Having the emails, chat, and calls are all in one location is great! FD is less difficult and easier to set up than other CRMs. Cons As time passes, there are many bugs, and occasionally we are unable to locate earlier emails for reasons that are not even related to the archive. Review Source RC Robb C. Customer Success Manager Information Services Used the software for: 6-12 months ### "Switched to FreshDesk and haven't looked back" October 23, 2022 5.0 Positive. We switched from HubSpot and haven't looked back. Highly recommend. Pros It's easy to use and integrate with our existing platform. Ticket management is great. And, the Knowledge Base management is fantastic. Cons Spam detection could use a bit of work. It's not a pain but noticed. Alternatives considered [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Price and FreshDesk is a superior product. Review Source Mizanur Rahman M. CEO Marketing and Advertising Used the software for: 1-2 years ### "Very easy to use and best fit for new users" February 12, 2023 4.0 Freshdesk helps us a lot to manage our customer interactions effectively and efficiently. It's the lead capture and scoring capabilities, the email tracking functionality works really well. I switch to another product, but if they bring some advanced features like predictive analytics, I will definitely use it again. Pros Freshsales was the best choice for my sales and marketing team to streamline the sales process and increase our productivity. The best thing I like about Freshsales is their mobile app. We can easily track our sales and marketing process from anywhere using my phone. Cons Freshsales provides a solid set of features for sales teams, but it is missing some advanced features that I think they should have, such as predictive analytics and advanced forecasting capabilities. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) I was not user-friendly for our employees. So we switched to Freshsales. Review Source MG Mike G. ICT Infrastructure Engineer Education Management Used the software for: 2+ years ### "An excellent product & we are continually utilising new features" June 5, 2023 4.0 Very positive. A solid replacement for our ageing Helpdesk system and we are now trialling new uses fort this (project management, Asset management) Pros Straight forward and easy to use both for End Users and for Admins. A Teams app allows us to keep on top of tickets without staying logged into Freshdesk. Cons Notifications take some managing. You can get swamped and this includes the continual 'New Product Features' type notifications. Reason for choosing Freshdesk Freshdesk met our business needs at a suitable cost. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.