# Page 23 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 23 - Is Freshdesk the right Knowledge Management solution for you? Explore 3440 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 (3440) 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 June 9th, 2026 # Page 23 - Reviews of Freshdesk ## Showing most helpful reviews Showing 551-575 of 3440 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Audrey D. Business Process Analyst Retail Used the software for: 1-2 years ### "FreshService used for IT work orders/helpdesk" October 8, 2019 5.0 helps me daily to prioritize and keep track of my tickets and workload for the day. I can quickly view history or open tickets. Changing my view for different types of tickets keeps me productive. I think using FreshService as an IT tool is awesome! Pros I like how easy this software is to create and view and update new tickets. You can access from your pc, mobile, or simply via email. The history and followup that freshservice holds in one ticket is very helpful to remember some of those long standing requests that I come across. Cons The filtering and saving views is nice, but I can easily forget which one I'm in. If it had a simple projects module that would be perfect to me! i am mostly project based, so seeing a more accurate idea of where each step is and what is next action would be beneficial Switched from [Track-It!](https://www.capterra.com/p/67028/Track-It/) Not sure I wasn't on the team to implement Review Source VR Verified Reviewer CTO Information Technology and Services Used the software for: 2+ years ### "A solution for IT Support ticketing!" February 21, 2019 5.0 support was always there with quick responses and quick solutions to any issue or question I had. In most cases it was always a user issue (me) and not something on their end. I had a great experience with them and their product! Pros Ease of use! As an IT support company, having clients emailing me got to be a mess, and this solved the issues, allowed both the support personnel and the end user track their issues and review previous solutions, and having a mobile app that interfaced with it was great for on the road handling of support issues or generic questions being submitted by end users! Cons Cost, but then again I often don't want to pay more than I have too, but the product is more then worth what I was paying for it, so although I didn't like the cost, I was happy to pay it due to the problems it was resolving for me by centralizing all support issues for all my clients. Review Source NA Nidhi A. Senior Implementation Consultant Computer Software Used the software for: 2+ years ### "Freshdesk Features" April 29, 2024 4.0 It is not bad. It has some good features and some average. Pros \-Easy to search -Keeps the history. -Contact Management -Real time notifications Cons \-It should have a time entry feature also where we can directly put time against the ticket we worked on. Review Source GH Gil H. Product Support Computer Software Used the software for: 2+ years ### "Top-notch software for ticketing, support can be better" August 30, 2022 4.0 Happy to use it. Overall, it is better experience than Zendesk, easier than SalseForce and more track-optional than Gmail (or any mail platform). Pros Great tracking, with multiple filters, after all tickets from customers. Full of options of info for reports that shows the use of the platform. Cons Support can be more helpful (the chat-base support is less comfortable than mails or messages). It is too complex to create automations and escalation rules. Review Source PP Paul P. Technical Operations Manager - EHS Computer Software Used the software for: 2+ years ### "Awesome product!" July 8, 2019 5.0 We needed a centralised product to handle communications, drive our workload, provide automation, statistics and be our sole platform across multiple regions and ultimately, diverse products. seems to add the new features we need - just before we need them, and we can see others that we dont yet need, but will eventually grow into. Our overall experience has been brilliant - from initial small scale setup a few years ago, to gradual wider global deployment. Pros Configurable to meet our ever changing needs. In the years we have used it it has evolved with us. Sure there are things we dont need/use....now - but who knows in the future. It does everything we need and more - and it does it well. Its very scalable - we started out as a single product line, but it is now used globally for very different product lines - and it handles that diversity very well. The entire team use it all day, every day, and it is the one aspect of our work that is never painful! Cons Nothing from a daya to day perspective. I would like some better options for 'canned' reports. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Ease of implmentation and the better pricing structure Review Source Amber Elizabeth M. Graphic Designer Insurance Used the software for: 6-12 months ### "Intuitive... ish." March 20, 2020 4.0 Very handy for our purposes, and should we ever have to switch, I’m curious if we’d be able to compile the information or it would be lost. In the meantime, I would recommend it and would even consider it for my personal graphic design freelance jobs. Pros We’ve been using this product as a project/ticket tracker for internal graphic design projects. It works well, our project manager can assign tickets to various people on our team, add notes, add attachments, and then we can send the final files to the client. For this purpose, it works great. Cons When people respond to tickets they aren’t always matched up to the ticket and instead creates a new ticket. The file transfer limit is understandable, but if the file name is too long (or has identifying numbers or names at the end of the name) it will give you the error, but it is hard to discern which files are not attached. Some of the tools at the administrator level would be helpful to allow individual users to update for creating responses. Review Source RV Robert V. Owner Computer Software Used the software for: 2+ years ### "Must-have software for anyone that deals with customer support" September 17, 2020 5.0 My overall experience with has been nothing short of exceptional. Pros What's most valuable about is that, as a whole package, it increases productivity exponentially. I cannot imagine not using it and consider it an absolutely critical system for us. I've used other systems and have stuck with Freshdesk for nearly 10 years now. Cons I know people likely won't believe this, but I don't have any complaints. None. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) I've used many ticket software packages over 20 years, Zendesk was the last but it was really pricey at the time. I didn't use it long, but if I had to say why I switched initially it was because of the lower cost of . Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: I used a free trial ### "One of the leading software for customer service" December 18, 2022 4.0 The overall experience was good, but they could work a little more on improving the performance of their APIs. Pros I like that they provide a ton of features, and platforms if we purchase an entire suite. All their features are segregated into different modules and help me keep all my tasks de-coupled from each other. Their interface is quite intuitive and provides a good user experience to the users. Additionally, I was able to set up some of my tasks using automation and create some repeated workflows easily. They provide one unified platform to manage everything. I connected with multiple channels and integrated their platform with apps like WhatsApp, messenger, and other chat channels. Their UI is easy to understand, and I was able to explore almost all of their features with little or no support. Cons I did not like that linking tickets with each other was not easy, and was a bit of a hassle for me. When it comes to text formatting, and highlighting certain parts of the content, it was not very intuitive. I feel they could provide some more text formatting features. Moreover, I wanted to use their APIs to create internal reports, but their response time/performance was not so good. Review Source RC Reuben C. Director Client Solutions Facilities Services Used the software for: 6-12 months ### "Freshdesk solved a lot of problems for us!" December 7, 2020 5.0 We are very pleased with the product, it has brought our overseas teams together and made the status on tickets much more visible. Pros The product has a simple and easy to use interface, but you don't sacrifice complexity or configuration-able-ness. It got us out of using a shared-inbox and into tickets, saving us a ton of time and frustration. It was easy to spin up an instance for testing, and getting the team trained on how to use was a breeze. Cons There are some bits of the notifications that are lacking in features, but only mainly because we have specific needs based on our process. Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Reason for choosing Freshdesk price, simplicity, time tracking Review Source MIS Mohammad Iqbal S. Assistant Manager - International Sales Information Technology and Services Used the software for: 2+ years ### "Perfect Tool for Remote Support " April 25, 2023 5.0 We use to deal with our clients. The support team is using it on a daily basis to track the requests and provide a full customer satisfactory response within no time. Good product for an organization that need to deal with a customer support system. Pros The user interface is really easy to use. Even a fresher can easily adapt and start using. Also, we like the reporting capabilities, which are very useful when we are in at Managerial Position. Cons The price is a bit high and the integrations provided are limited. Review Source Clarence L. Coordinador Helpdesk Used the software for: 2+ years ### "A powerful tool as a first level of support, scalable, dynamic and simple to use." June 20, 2018 5.0 I have managed to create incident control policies in a centralized way and at a cost below, since it is managed in the cloud and it is possible to access it from anywhere. In addition, my clients do not need great knowledge of IT and can through the apps, access the ticket portal from virtually any platform (facebook, twitter, among others) thanks to its natural integration. Pros has multiple usage options such as Self Service Portal, Community Portal with Idea Management & Voting, Satisfaction Surveys, Multiple Service Level Agreement policies (SLA's). In a simple and simple way compared to others that despite appearing to be more complete, they become cumbersome. Cons Perhaps for the continuous improvement, some improvements are slowed down by not working properly, but they are not errors that remain because immediately the programming team gets to work and is solved as soon as it is reported. Review Source GR Grietz R. Senior Business Analyst Outsourcing/Offshoring Used the software for: 2+ years ### "The Omnichannel Platform" May 21, 2021 4.0 The use of is what makes us different from other outsourcing companies here in Cebu. We attain to have 1 platform that could capture data requests from all the support channels our clients used and Freshdesk is the tool for it. I would say its our scaling factor. Pros What I like most about this product is its ability to gather requests and convert them into tickets via different support channels, may it be email, phone, chat, form requests, etc. It is very flexible and adaptable in terms of data capturing making all requests tracked and accounted for. I also like that it can be integrated with other applications in the market that makes it a powerful tool in running business operations. Cons Not at the moment, however, it would really be great if there is an easier way to integrate different apps in the system. It is difficult at the moment. Alternatives considered [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Reason for choosing Freshdesk Its user-friendly and easy to integrate to our systems. Review Source Max V. bureau du suivi et du contrôle Government Administration Used the software for: Less than 6 months ### "Freshdesk avis" September 20, 2023 4.0 Pros c'est la fonction qui permet de générer les ticket qui m'a le plus marqué Cons c'est un logiciel complet pour ma part juqte le cout qui est un peu élévé Review Source Daniel T. Director of Technical Services Americas and Europe Information Technology and Services Used the software for: 6-12 months ### "Freshest ticketing system on the market " May 20, 2021 5.0 Overall the admins are very helpful and responsive. The setup is very easy along with the ease of use. Pros The cost and ease of use of the system in my opinion are the best selling points of this system. Cons Some of the features are only available in the more expensive versions of the product. Review Source JL Jackie L. Support Agent and Systems Administrator Information Technology and Services Used the software for: 6-12 months ### "Freshdesk Works" August 8, 2023 5.0 It has been an easy experience to learn the system, especially as the administrator role and setting everything up. Pros It is easy to use and manage your tickets so that tasks are completed in a timely manner. Cons There are a few things that could be improved, such as being able to search for certain tickets and bulk manage those specific tickets. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) had more opportunities, especially in terms of development and creating products within Feshdesk. Review Source Trinayan C. Customer Success Manager Information Technology and Services Used the software for: 2+ years ### "The snappier and lightweight alternative" December 14, 2019 5.0 I always recommend to start-ups and smaller clients. They are easy to set-up and you get all the necessary features to look professional without spending tons of money. Pros Ease of setting up, the ability to connect with various platforms such as social media, slack and the SSO feature is robust and better than some other market leaders. Their pricing is fair and is affordable for start-ups or smaller companies. Cons The official Wordpress integration plugin needs some more work. Also the customer support (irony!) can be a tiny bit better. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Zendesk is still robust but if you want a quicker solution on a low budget, is the way to go. Review Source Susang R. Product Marketer Information Technology and Services Used the software for: 6-12 months ### "Great platform for creating knowledge bases" March 20, 2023 5.0 My overall experience with PIMworks has been very good so far. The platform is filled with a lot of features Pros We primarily use to create knowledge bases. I like the default templates that are available for creating knowledge base pages. Also, a lot of the things are customizable inside the platform which I like very much. Cons I do not have any complaints about . All the features are very good and the entire platform is very user friendly Review Source SH Stacy H. CMO Retail Used the software for: 1-2 years ### "Always there for me when I need them..." September 17, 2020 5.0 The interface makes sense to use, and when I needed guidance, the Customer Support Team was SUPER QUICK to help me get to where I needed/wanted to be. Pros I did not come from a technical background, but setting up and deploying this software for all team members was a breeze! Cons It might actually have TOO many options, but that isn't really a bad thing. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk I felt more comfortable with the FreshWorks team. I can not emphasize enough how quick they are to handle questions/comments. They are #1 for ANY company I have ever experienced. Well, except SawHaul. Switched from [Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/) Integrations were more stream-lined. Review Source DP Drew P. IT support Financial Services Used the software for: 1-2 years ### "A fantastic solution" December 17, 2019 5.0 We have been very satisfied with our migration to and will be moving our other ticketing systems over as well. Any time we have had to reach out to their support team they have been quick to respond and have solved our issues promptly. Pros Easy of access to manage tickets and knowledge bases. We use SSO so no one users have to worry about accounts. They can go through our SSO to elevate tickets and track the status of their tickets. As an admin it's easy to manage the entire account. Cons There is nothing to not like about this software. Everyone has been pleased about it. Though we did have to use the automation to assign the agent when closing a ticket from the dashboard. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk We already have a portal in place and did not want to confuse our end users. Zendesk only allows you to have 3 layers in the KB and we did not want to have a long wall of categories. Switched from [SysAid](https://www.capterra.com/p/107225/SysAid/) It was not the right fit for our company and they did not provide the solutions we were wanting at the time. Review Source ST Scott T. IT Manager Wireless Used the software for: Less than 6 months ### "Very good software but glaring errors that should have been fixed" February 6, 2023 4.0 Mostly good, we were told things could be done Pros Love the ease of use and the the views for the customers. The system is quite nice visibly and functions quite well. Cons If you use it internally with agents, the agents can't see their own tickets (if in a group they don't belong to) without having to jump through hoops, they basically have to log in a a user and do it outside the agent portal even though there is a section title, ALL MY TICKETS. The Systems Administrator can't manage other user's report, even if they leave the company, you have to put in a ticket with to fix it. API is very limited. Setting up DKIM (Validation) and Multiple Domains took many retires and help from Freshdesk to work even though the settings were correct. Reason for choosing Freshdesk We liked the system and how it worked. Wish we had known some of the pit falls in advance though! Switched from [Cayzu](https://www.capterra.com/p/134057/Cayzu/) Needed more option and API Integration Review Source JL Jamie L. Technical Project Manager Computer Software Used the software for: 2+ years ### "FreshDesk review" November 8, 2022 5.0 We use many portions of the FreshWorks offering in all departments of our company. Pros We use as a CRM, FreshCaller as a call center, FreshChat as a live chat system and FreshStatus for a status page, and the Knowledge Base as well. Easy to use. Cons All functionality that we currently require is covered by the FreshWorks offering. We use as a CRM, FreshCaller as a call center, FreshChat as a live chat system and FreshStatus for a status page, and the Knowledge Base as well. Review Source RD Rachel D. Customer Service Arts and Crafts Used the software for: 2+ years ### "Remote Customer Service" October 30, 2023 5.0 Pros is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company. Cons I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Review Source Vina T. Customer Success Specialist Photography Used the software for: 1-2 years ### "Freshdesk is very easy to use" March 9, 2023 5.0 I am able to organize all my support tickets because of by editing its title and tagging which makes it easier if you have urgent cases or non urgent cases. Pros has different sounds for notifications that I can choose whenever I receive a support ticket. Cons Actually none, because it was very friendly-user and even a child can use it! Review Source TE Tchandao E. Etudiant Information Technology and Services Used the software for: 6-12 months ### ""Freshdesk : une solution abordable et efficace pour améliorer le support client"" January 24, 2023 5.0 En utilisant , l'expérience globale est celle d'un outil de support client facile à utiliser et efficace, avec une interface utilisateur intuitive et des options d'automatisation des tickets pour améliorer l'efficacité du support. Il propose également des fonctionnalités telles que la gestion de la base de connaissances et la création de communautés de clients. Cependant, il peut y avoir des limitations pour la personnalisation et certaines intégrations peuvent nécessiter une mise à niveau de l'abonnement Pros Interface utilisateur intuitive : est une interface utilisateur claire et facile à utiliser, ce qui permet aux utilisateurs de naviguer facilement entre les différentes sections et fonctionnalités.Automatisation des tickets : Freshdesk propose des options d'automatisation des tickets qui permettent de répondre rapidement aux demandes des clients et d'améliorer l'efficacité du support.Base de connaissances et communauté Cons Certaines fonctionnalités avancées peuvent nécessiter une mise à niveau de l'abonnement.La personnalisation de certains aspects peut être limitée pour les utilisateurs non techniques.Certaines intégrations avec d'autres outils peuvent nécessiter Review Source Raul G. Técnico de soporte Telecommunications Used the software for: 2+ years ### "Freshdesk has extensive communication channels to provide technical support" April 16, 2020 5.0 has allowed us to provide a pleasant customer service channel to answer questions or report any inconvenience our service may have suffered. We are satisfied with this platform, since we have managed to solve more efficiently and quickly, which has generated praise with our clients. Pros I like for its complete notification system, which allows us to be aware of the inconveniences and doubts that the service we offer may have. It is an easy to use platform and we are allowed to have wide channels such as support chat or knowledge base, in order to provide assistance to our clients at all times. Also, it is really affordable. Cons Overall I have had no issues with the platform. It has very complete functions and its service has never been interrupted. On the other hand, it has a minimalist appearance, so it has a completely short learning curve. 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.