# Page 4 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - Is Freshdesk the right Help Desk 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 4 - Reviews of Freshdesk ## Showing most helpful reviews Showing 76-100 of 3408 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use DG Desiree G. Peer Support Worker Health, Wellness and Fitness Used the software for: Less than 6 months ### "Don't expect customer support. " January 22, 2026 2.0 NOT great. At first things were good. Started getting overcharged and customer support either couldn't or wouldn't fix the issue. Pros The product works as it should most of the time. It's great for a bigger business. App runs smoothly once installed. Cons Horrible customer support. Ended up charged for more than what we needed. Nobody wanted to fix the issue. The price is steep as it is without being charged extra for un needed things. You are bounced from person to person none of which seem to care or want to fix things. Ended up having to cancel the card they charge. Review Source RJ Ramos J. Senior Researcher Education Management Used the software for: 6-12 months ### "A Smart Helpdesk Solution" March 20, 2025 5.0 Pros I like its advanced reporting and analytics capabilities that enable us to improve processes and measure performance. I also like the canned responses to common questions which help us to save time. Cons It has a steep learning curve for setting up advanced automation rules. Review Source CP Caroline P. Responsable Marketing Computer Software Used the software for: 2+ years ### "Intuitif et ergonomique" January 3, 2025 4.0 L'interface est claire et ergonomique, quand on se connecte tout est clair et précis. Le tableau de bord est bien pensé et permet une gestion facile et rapide des tickets. Pros L'ergonomie globale de l'outil et ses fonctionnalités avancées en matière de gestion de tickets de support Cons Peut être limité sur les connexions à des logiciels tiers Review Source VR Verified Reviewer service client Design Used the software for: 1-2 years ### "Une solution efficace et économique pour un support client de qualité" January 14, 2025 4.0 Pros Centralise les demandes des clients via email, téléphone, chat, réseaux sociaux, et autres canaux Cons Aucun inconvénient pour le moment tout fonctionne parfaitement Review Source LW Laura W. People Coordinator Construction Used the software for: 1-2 years ### "Freshdesk For The Win" October 2, 2024 5.0 Overall my experience is a great one, it gives us the ability to easily request things we may need, from starter set ups to leavers to issues we may be experiencing leading to quicker resolve times for all. Pros Like most that the system is easy for all to use, and that it can be personalised to your company with logo etc. Cons Sometimes it can time out if you aren't quick enough which removes any request and you have to start again. Review Source amit S. Team Lead Program Development Used the software for: 6-12 months ### "Simple Customer Support Solution" November 14, 2024 5.0 It is a solid choice for small businesses looking to streamline customer support. Pros We used it to handle customer tickets. It helped us organize inquiries and respond faster, which improved customer satisfaction. Cons The reporting features could be more detailed, but they still give a good overview. Review Source CE Chuck E. Support Services Analyst Higher Education Used the software for: 1-2 years ### "My experience with Freshdesk" December 2, 2024 4.0 My experience with Freshdesk has been good it really help me by its wide range of advance features also it integrates well with other available software which is the relief for me. Pros I like the user interface of Freshdesk it is very friendly and easy to navigate also the automation feature helps me by doing all the repetitive tasks which saves me a lot time. Cons I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it takes a while to response. Review Source SK Surya K. Sr. Manager Education Management Used the software for: 1-2 years ### "Freshdesk Review" November 14, 2024 5.0 Pros I’ve been using Freshdesk for a few years now, and it’s been a game changer for our support team. The automation features are fantastic—being able to set up workflows and triggers has significantly improved our response times. We also love the reporting and analytics tools, which provide clear insights into team performance and help us identify areas for improvement. Cons There are a few areas where it falls short. First, the interface can feel overwhelming, especially for new users. Navigating through multiple tabs and settings is not as intuitive as I’d hoped. Review Source AR Anshika R. Customer support Education Management Used the software for: 1-2 years ### "Freshworks enhances ease of operations, reporting and analytic" November 14, 2024 5.0 There was no external support required to configure Freshdesk. We were able to start working after 20 min training. Freshdesk support is always with data and easily accessible. Pros It helps to create ticket with most efficiently and ease and in very short period of time Cons Sometime, it takes too much time to apply filter. And filter remove, and apply filter every time. Review Source VR Verified Reviewer Associate Product Manager Furniture Used the software for: 6-12 months ### "Great Ticket Management Tool for Customer Support" November 7, 2024 5.0 Pros Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs. Very stable product with great customer support. Cons Pricing is a bit on the higher end and the way Automations can be created and implemented in Freshdesk is not very good when compared to other tools. Alternatives considered [LeadSquared](https://www.capterra.com/p/130199/LeadSquared/) Reason for choosing Freshdesk Much more trusted and stable software. Easy to use with a wide variety of features. Review Source SI Syed I. IT Business Partner Transportation/Trucking/Railroad Used the software for: 2+ years ### "Freshdesk Review" October 15, 2024 5.0 overall a wonderful tool in great price , can be a good combination if used alongwith freshsales CRM Pros comprehensive tool for record tickets, manage all team members at one place, customize escalation mechanism, very nice and informative dashboards showing leaders who are solving most tickets Cons making report bit complicated and required tech knowledge Alternatives considered [Odoo](https://www.capterra.com/p/135618/Odoo/) Reason for choosing Freshdesk already used in corporate as IT helpdesk Tool, odoo was more expensive Review Source MC Macaulley C. IT systems administrator Insurance Used the software for: 2+ years ### "Great service for use within small companies. " September 19, 2024 5.0 Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions Pros Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with Cons there is some limitations of the free plan. not major for our company Review Source SA Sadiq A. Senior Partner Management Consulting Used the software for: 2+ years ### "Robust Zendesk Suite Alternative that I Highly Trust" October 21, 2024 4.0 Pros Freshdesk improves customer satisfaction by centralizing chat, email, phone and social conversations which helps resolve issues rapidly. Cons I slightly dislike that Freshdesk is cloud-based and always require internet connection to use. Review Source Harry G. Head of Creative Information Technology and Services Used the software for: 2+ years ### "A great support platform for ensuring client success" August 29, 2024 4.0 A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept happy. Automated features across the platfrom are also incredibly helpful. Pros It's personalised reporting and filtered views across multiple different screens means that accessing the exact data on SLAs and notifications was so easy to access, regardless of how many support tickets are active. Cons It's UI is a little outdated, but it looks like they're improving that constantly. Review Source JS Josh S. Web Content Developer Higher Education Used the software for: 2+ years ### "Great for our small support team" November 15, 2024 5.0 Freshdesk is my main ticketing system. We have a very small team, but it's easy to manage the workflow thanks to a clean UI and reliable notifications. Pros Easy to mange tickets, track workflow with multiple agents, onboard new agents, and view productivity metrics. Cons Spam filter can be overly aggressive, but as long as you stay on top of checking the spam inbox, it's not a huge deal. Review Source KV Kibamba V. Radio Presenter Broadcast Media Used the software for: 1-2 years ### "Positive impact with Freshdesk" November 21, 2024 5.0 It has greatly reduced our response time in customer service and also increased our customer satisfaction. Pros It’s the best solution for ticketing and it’s customer support is great. Cons So far i got nothing to dislike, everything has been positive. Review Source SJ Sam J. Office Administrator Utilities Used the software for: 1-2 years ### "Makes Communicating Easy!" September 13, 2024 5.0 Overall, I enjoy using Freshdesk and I will continue to be using it for the benefit of my team. It does help them to be more efficient and communicative with the customers, as well as with their team members. It also makes communication with our customers easier and more enjoyable for them. Pros I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks. The ticket merging feature helps collectively group similar concerns which makes working through them much easier and more efficient. Cons I think the user interface is not as intuitive as it could be, but that could easily be updated over time. The communication options are also slightly limited as well, but nothing that would pose an issue. Review Source ST Suyash T. Manager Education Management Used the software for: 1-2 years ### "Big fan of FD" November 14, 2024 5.0 Freshdesk efficiently consolidates customer queries from multiple channels (email, phone, social media, chat) into a unified inbox. This reduces the hassle of managing different platforms separately. Pros Freshdesk’s automation features, like ticket routing, automated responses, and workflow automations, save a lot of time by reducing repetitive tasks. Cons The mobile app is often reported to lack some of the functionality available on the desktop version, making it harder for teams to manage support tickets on the go. Review Source AW Angela W. Research Analyst Education Management Used the software for: 1-2 years ### "Enhancing Customer Satisfaction Through Streamlined Support" November 13, 2024 5.0 Pros I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time. I also like its thorough reporting and analytics on response times and other key metrics which enable us to elevate our support quality. Cons Advanced automation and reporting features, are only available in higher-tier plans which may not be ideal for some teams. Review Source JI Jack I. IT Development Lead Insurance Used the software for: 1-2 years ### "Overall a simple and effective support ticketing system" November 22, 2024 5.0 Pros Overall a great support system, we use this internally and externally for our field network. it offers us great flexibility in managing support tickets across a team of three. Cons The filtering for existing tickets are quite clunky and confusing at times. Sometimes the filtering sticks even after you have cleared it, which causes issues sometimes. Review Source MTA Md Tabrez A. Senior Associate Education Management Used the software for: 1-2 years ### "Service & Tech" November 15, 2024 5.0 When a student came to me, what was their problem, whether it was solved or not, all these things are recorded on Freshdesk, that is why I like it a lot. Pros If a student faces any kind of problem, I create a ticket on Freshdesk itself, and its resolution is provided. Cons Nothing, everything is good, The feedback from students on this is also very good. Review Source NH Nico H. Geschäftsführer Information Technology and Services Used the software for: 2+ years ### "Klasse CX Lösung mit tollen Erweiterungen" September 3, 2024 5.0 Klasse Lösung für Service-Center die v.a. mit externen Kunden / Stakeholdern zu tun haben Pros Schnell und einfach einzurichten - gleichzeitig toll auf die CX Bedürfnisse von mittleren Call-Centern und Shops ausgelegt. Cons Die Produkte Freshdesk, Freshservice und Fresh-CRM sind nicht ideal aufeinander abgestimmt - laufen eher parallel. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshdesk Features, Support, Preis und Partner-Netzwerk Switched from [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Preis und Funktionalitäten - wir hatten neue Anforderungen. Review Source PA Priscial A. Customer Service Retail Used the software for: 2+ years ### "Poor customer service " August 26, 2024 4.0 Terrible customer service, negated all our communication and own us credits. Pros The system and set up is good. Easy to use. Cons We've had a frustrating experience with Freshdesk's customer service. Initially, we used the service for four agents, but when we reduced our team to three, Freshdesk couldn't adjust our contract until the next yearly payment cycle. They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite reaching out months before the next payment was due and forwarding their previous email confirming the credit, no one seemed to have record of it. We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months. After escalating the issue to a manager, we still received no resolution. As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk. We do not recommend their service due to their poor communication and inability to resolve issues. Review Source VR Verified Reviewer Marketing and Digital Projects Events Services Used the software for: I used a free trial ### "Does everything, but not always well" March 9, 2025 3.0 We considered Freshdesk as part of our search for an all in one platform. Whilst it does serve as part of a unified product, you aren’t getting the full functionality of a focused product. Pros The unified nature of the product with other business functions, including sales and marketing. Cons Lots of basic functionality is only 90% there. Key parts of service workflows are split across two different tools. Review Source JT Joseph T. Assistant Manager Retail Used the software for: 6-12 months ### "Reliable Support Management" April 17, 2025 5.0 FreshDesk does what it says it will; a solution for managing and supporting our clients' issues. Pros It offers quality ticketing and attribution to concerned personnel. I find it easy to manage status, assignee, and responses. Cons . Review Source Talk to a Capterra advisor for free and get results within 15 minutes.