--- title: "Freshdesk Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Freshdesk. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Freshdesk is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/freshdesk-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) / Freshdesk Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/freshdesk-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/freshdesk-profile/alternatives/) # Freshdesk User Reviews ## Reviews summary - Overall rating: 4.5/5 - Total reviews: 3,470 ### Secondary ratings - Ease of use: 4.5/5 - Customer support: 4.5/5 - Value for money: 4.4/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 2,051 reviews (59%) - 4 stars: 1,203 reviews (35%) - 3 stars: 166 reviews (5%) - 2 stars: 32 reviews (1%) - 1 star: 18 reviews (1%) ### Most mentioned pros - Freshdesk offers an intuitive, all-in-one customer support platform that helps teams manage tickets efficiently, automate workflows, and deliver faster, more consistent customer service. - The smart AI tools have assisted our agents with drafting emails, analysing customer sentiment, & to summarize long ticket threads. - We appreciate how Freshdesk enables us to manage stakeholder inquiries more efficiently, making ticket handling faster and more manageable for the team. ### Most mentioned cons - Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses. - Moreover, I've noticed that the mobile application is significantly less powerful than the desktop version; it sometimes lacks responsiveness, and viewing long thread discussions is less fluid, making on-the-go tracking quite laborious at times. - The main challenges are the limited integrations and the lack of feature variety needed to effectively scale the platform across different internal teams and workflows. ## Freshdesk customer reviews Showing reviews 1-25 of 3,470 (page 1). ### Reliable and User-Friendly Customer Support Platform - Overall rating: 5/5 - Reviewer: Nitish P. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered My experience with Freshdesk has been very positive. It has helped streamline customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, reliable, and packed with useful features that enhance both agent productivity and customer satisfaction. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk offers an intuitive interface that makes ticket management simple and efficient. The automation features help reduce manual work, and the multi-channel support allows teams to handle customer inquiries from email, chat, and social media in one place. The reporting and analytics tools also provide useful insights for improving customer support performance. #### Cons Some advanced features are only available in higher-tier plans, which may not be suitable for smaller businesses. The customization options for certain workflows and reports could also be more flexible. Occasionally, setting up complex automations requires additional learning #### Reasons for switching to Freshdesk We switched to Freshdesk because it offered a more user-friendly interface, better automation, and multi-channel support compared to our previous Zendesk software --- ### Easy to start with, but growing teams will eventually want more flexibility - Overall rating: 5/5 - Reviewer: Shaunak B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk was simple to implement and required very little training before our team started using it effectively. The interface is approachable, everyday tasks are straightforward, and even less technical users adapted quickly. It was a smooth transition from our previous support process. #### Cons As our support operation matured, we started looking for deeper customization across ticket layouts, workflows, and permissions. While the platform supports many business needs, organizations with highly specialized processes may eventually encounter customization limitations. --- ### A solid and scalable customer support platform - Overall rating: 5/5 - Reviewer: Arnaud J. - Verified reviewer: Yes - Industry: Computer Software - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Freshdesk has grown into a solid customer support platform. The addition of Freddy AI for smart ticket suggestions and automated responses has noticeably improved team efficiency. It works well for both small support teams and larger operations. Setup is relatively straightforward, and the support documentation is thorough. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk's ticketing system is well-designed and easy to navigate. Automated workflows, canned responses, and SLA management significantly reduce response times. The multi-channel support — covering email, chat, phone, and social — all in one place is a major advantage for customer support teams. #### Cons The reporting and analytics features can feel limited on lower-tier plans. The interface can occasionally feel cluttered when managing a high volume of tickets. Some integrations and advanced automation rules require the more expensive plans, which may not be accessible for smaller teams. --- ### An essential and easy to manage cloud-based customer service omnichannel experience - Overall rating: 5/5 - Reviewer: Norm G. - Verified reviewer: Yes - Industry: Industrial Automation - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. With premium support on our package fresh desk has been with us every step of the way from our initial configuration and launch to our continuous growth in all directions. They help us provide better data-driven management decisions. All at a price point that is easy to justify. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Freshdesk was easy to set up initially then we were able to increase functionality and grow over time to make it fit our needs even better #### Cons In our Enterprise plan the databases for the various aspects of omnichannel (Email / Ticketing, Phone, Chat) were desperate. I believe in current versions and our future update this will be rectified. #### Reasons for choosing Freshdesk We felt that they had the right product, and that they were the right size to pay attention to our needs. #### Reasons for switching to Freshdesk Necessity! both systems were being deprecated by our parent organization. --- ### Easy to Learn and Simple to Manage Every Day - Overall rating: 4/5 - Reviewer: Utkarsha D. - Verified reviewer: Yes - Industry: Computer Software - Company size: 5001-10000 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshdesk has been easy for new team members to learn because of its clean interface and straightforward navigation. Most features are well organized, allowing agents to become productive quickly without extensive training. The platform simplifies everyday support tasks while keeping customer requests structured and easy to manage. #### Cons The overall experience is user-friendly, although certain administrative settings can be difficult to locate during initial setup. Improving menu organization would make advanced configuration easier for first-time administrators. --- ### The automation handled routine work so our agents could focus on customers - Overall rating: 4/5 - Reviewer: Sakshi B. - Verified reviewer: Yes - Industry: Computer Software - Company size: 5001-10000 employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Freshdesk significantly reduced manual effort by automatically assigning tickets, prioritizing requests, and triggering follow-up actions. Tasks that previously required constant monitoring started happening in the background, allowing our agents to spend more time solving customer problems instead of managing queues. #### Cons The automation is effective for standard workflows, but configuring highly customized business processes takes time. We occasionally found ourselves limited when trying to build more complex automation scenarios without additional workarounds. --- ### A Solid Option for Customer Support - Overall rating: 5/5 - Reviewer: Brian S. - Verified reviewer: Yes - Industry: Information Services - Company size: 201-500 employees - Product usage: Used daily for free trial - Reviewed: July 2026 - Review source details: This review was submitted organically. No incentive was offered I've had a generally positive experience with Freshdesk, finding it easy to use and navigate, but occasionally encountering some minor hiccups with customization options. Overall, it's been a reliable tool for managing customer support inquiries and streamlining our team's workflow effectively. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk's user interface is pretty solid, and it took a bit to figure out. We like how easy it is to set up new agents and customize our dashboard. The ticketing system works well enough, and we've seen a significant decrease in response times. It's a great tool for our customer support team. #### Cons One thing we don't like is that the reporting feature can be a bit clunky. It's not a huge deal, but it took us a while to get the hang of it. We've also experienced some minor issues with integrations, but they're not deal-breakers. We've found workarounds, and support has been helpful. --- ### The self-service portal reduced repetitive customer questions - Overall rating: 4/5 - Reviewer: Mitali J. - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used daily for less than 6 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros After building our knowledge base, we noticed many customers started resolving common issues on their own before contacting support. This reduced ticket volume while allowing agents to dedicate more attention to complex cases. Maintaining help articles was also straightforward, making it easier to keep documentation updated. #### Cons Although the knowledge base is useful, finding the right article isn’t always seamless for end users. Improving search relevance and content recommendations would make self-service even more effective. --- ### Efficient, but Could Be More Powerful - Overall rating: 5/5 - Reviewer: Chandan J. - Verified reviewer: Yes - Industry: Design - Company size: 11-50 employees - Product usage: Used daily for free trial - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Out of all the Freshworks tools, this is the best. It's very easy to use and has superior customer experience and service compared to others #### Cons The tool is very basic, lacks intuitiveness and needs advanced features to make it a good value for money. However, worth giving it a try --- ### Freshdesk review by Arun - Overall rating: 4/5 - Reviewer: Arun T. - Verified reviewer: Yes - Industry: Oil & Energy - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Best ticket routing features, we saved so much time using this and other integrations into other social media and communication channels. #### Cons Analytics, reporting and dashboards are very basic and it make to do the reporting manually and it is a tiresome process. --- ### Very good ticketing platform for SMB - Overall rating: 5/5 - Reviewer: David N. - Verified reviewer: Yes - Industry: Computer Software - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2026 - Review source details: This review was submitted organically. No incentive was offered For the cost, FreshDesk is a great ticketing platform. Once fully configured it works well and the support portal you can build for your end users is a great feature to have. Their market place for integrations is pretty good as well with all the common/popular apps. There is a lack in what you can customize though (specifically with the support portal and workflow builders). #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It's generally an easy platform to navigate. The overall UI is clean, modern, and not too cluntered. The ability to build a "support portal" for your end users is a great additional feature. It also has a native asset management platform that integrates and sycns with Intune and JAMF. Native onboarding and offboarding services is good. The workflow automations is good as well. #### Cons Though there are a lot of features and functionalities, the customization is slightly limited. The overall UI is easy to navigate however fully configuring the tenant and everything does require a good of time and tweaking. And when you need to modify a field or something, it's not intuitive where the setting is exactly. There's just too many options at the admin page and can get confusing. Workflow builder is slightly limited in function as well. #### Reasons for choosing Freshdesk It was the more cost efficient option that appeared to cover alot of features and functions into one platform. The UI also looked just simplier to use. --- ### Efficient and User-Friendly Customer Support Solution - Overall rating: 5/5 - Reviewer: Mayank V. - Verified reviewer: Yes - Industry: Information Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, my experience with Freshdesk has been very positive. It has significantly streamlined our customer support operations by organizing tickets efficiently and improving response times. The platform is easy to navigate, and features like automation, collaboration tools, and reporting have helped increase team productivity. While there is a slight learning curve for some advanced features, the overall functionality and reliability make it a valuable tool for managing customer support and delivering a better customer experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk stands out for its intuitive and user-friendly interface, which makes it easy for teams to get started without extensive training. The ticketing system is highly organised and efficient, allowing us to manage, prioritise, and resolve customer queries quickly. I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity. The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support performance. #### Cons While Freshdesk offers a wide range of features, some of the advanced functionalities can feel complex and take time to fully understand. The pricing can also become expensive as you scale and require access to higher-tier features. Additionally, the customisation options, although powerful, can sometimes feel limited without technical expertise. There are also occasional performance lags and delays in notifications, which can impact response times during high-volume periods. #### Reasons for switching to Freshdesk The pricing of the product was very high and not much good customisation --- ### Efficient Ticketing and Great Automation, But Reporting Could Be Better - Overall rating: 5/5 - Reviewer: Tsvetelina B. - Verified reviewer: Yes - Industry: Banking - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, Freshdesk is a reliable, highly scalable helpdesk solution that has significantly improved our team's resolution times and internal organization. It strikes a great balance between robust functionality and user-friendliness. While the reporting features and occasional support delays can be frustrating, its automation capabilities and seamless multichannel integration make it an excellent choice for growing customer support teams. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The user interface is incredibly clean and intuitive. The ability to automatically route tickets based on keywords, requester info, or language is a massive time-saver. Setting up "SLA reminders" ensures that urgent customer issues never fall through the cracks. Managing emails, chat and tickets from a single, unified inbox keeps the team organized and prevents us from constantly switching tabs. #### Cons While the Analytics module has improved, creating highly customized or granular reports can still feel restrictive and slow. Exporting data to external tools is often necessary for deep dives. Ironically, Freshdesk’s own customer support can sometimes be slow to respond or provide generic answers when troubleshooting complex, tier-3 API integration issues. While the base plans are reasonably priced, the cost can escalate quickly once you start adding advanced features, extra marketplace apps, or collaborator licenses. --- ### Brilliant and easy to setup and manage - Overall rating: 5/5 - Reviewer: Luke P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Really positive overall with no real negatives. Good people their to help if you need it and a lot of offerings #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ease of customising it to our needs is a massive plus. With 2 different companies using it for different products, it is easy to setup portals and ways of communicating. The ability for me to see what my staff are doing day to day and the analytics are fantastic and all the plugins and other products from the company also really help to tailor it to our needs. I have only once had to contact their support team and the customer service was brilliant #### Cons Would be better if you could tailor what other offerings you could add on to your subscription, the live chat function for example. --- ### My miracle solution for a structured customer service with zero oversights - Overall rating: 5/5 - Reviewer: Avery F. - Verified reviewer: Yes - Industry: Arts and Crafts - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. A radical drop in my professional stress. I no longer have the constant fear of forgetting to reply to a client or seeing an important email get lost at the bottom of a generic inbox. Everything is tracked, measured, and controlled.A radical drop in my professional stress. I no longer have the constant fear of forgetting to reply to a client or seeing an important email get lost at the bottom of a generic inbox. Everything is tracked, measured, and controlled. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Before adopting Freshdesk, managing my support requests via traditional email was complete chaos. This application changed everything. What I prefer is the automatic transformation of every received message into a numbered and assigned "ticket." The interface allows me to categorize requests by priority level, add internal notes invisible to customers, and track the full history of our exchanges. The "canned responses" feature saves me a ton of time when answering recurring questions, while still leaving me the freedom to personalize the message to keep a human touch. #### Cons The initial setup required quite a bit of effort and patience. The tool offers so many customization options, automation rules, and triggers that you can quickly feel overwhelmed at the beginning. Moreover, I've noticed that the mobile application is significantly less powerful than the desktop version; it sometimes lacks responsiveness, and viewing long thread discussions is less fluid, making on-the-go tracking quite laborious at times. --- ### Great Ticketing System Software - Overall rating: 5/5 - Reviewer: Michael S. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2026 - Review source details: This review was submitted organically. No incentive was offered Overall its great. I use it everyday to track tickets and keep team members and management up to date on my progress #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Great tool to manage a ticketing system. Provides a knowledge base and easy to use features make it easy to search for tickets #### Cons The grid displaying the search results could be a little more customizable. I would like to be able to tailor it more to my needs --- ### Highly Recommend - Overall rating: 5/5 - Reviewer: Sebastian K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered I am satisfied with most of the features, I would recommend it to someone else. Very easy to manage tickets and cases. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Value for money - Its worth the investment. Customer support - Quick Customer Support. Ease of use - Its easy to use for users Management - Management is straightfoward #### Cons I wish you could have training modules for users and administrators and also work on how we can integrate chat and other functionality easily. --- ### Useful Reporting That Helps Improve Team Performance - Overall rating: 4/5 - Reviewer: Abhishek M. - Verified reviewer: Yes - Industry: Financial Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The reporting dashboard provides valuable insights into ticket volumes, response times, and overall team performance. Having this information readily available has made it easier to identify trends, monitor service quality, and make better operational decisions. The reports are easy to understand and support continuous improvement across the support team. #### Cons The available reports cover most daily needs, but greater flexibility for creating custom dashboards and exporting detailed analytics would provide additional value for managers who require deeper operational reporting. --- ### Freshdesk review - Overall rating: 5/5 - Reviewer: Sim K. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2026 - Review source details: This review was submitted organically. No incentive was offered Overall provides value for the money, good for small business and gets work done, provide knowledge base and tracking data #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It provides value for the money, it is easy to use by user and agents and set up takes no time and UI is good too #### Cons So many bugs in the environment, suddenly stops working without any warnings and need permanent resolution --- ### Best Ticketing system so far - Overall rating: 5/5 - Reviewer: Dhiraja B. - Verified reviewer: Yes - Industry: Education Management - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. love the features and automation provided. I can set auto replies, do not disturb all at individual level #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros best customer support , easy to use, great features on both web version n mobile, good automation features, lght n dark features #### Cons when you send a reply.. the automatic reply font size etc cannnot be customized by user. instead has to be done at org level by admin --- ### Freshdesk a must for IT - Overall rating: 5/5 - Reviewer: TouFue M. - Verified reviewer: Yes - Industry: Real Estate - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: January 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, I feel Freshdesk does the job greatly for what our company needs. Submitting ticket, creating knowledge base, setting up canned response all are great features to have. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The most I like about Freshdesk is the simplicity of using it when dealing with end users. Being able to categorize our tickets based on help desk or projects made it easy for us techs to deploy what needs to be done and to who. #### Cons One thing I like the least about Freshdesk is the dashboard interface feels a bit bland. Having the options customize would be great. --- ### You'll only get to know about freshdesk when you'll try to cancel subscription. - Overall rating: 1/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Leisure, Travel & Tourism - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2025 - Review source details: This review was submitted organically. No incentive was offered Pathetic. They are only interested in getting money from you and don't care about you. We were with them for 5 years, and when we tried cancelling, it was an incredibly difficult process. Don't try this if you're not sure it fits your business requirements. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 1/5 - Functionality: 4/5 #### Pros It does what it is supposed to, with no complaints about its functionality. Freshdesk's own customer service is below average. #### Cons Try cancelling the subscription and you'll see how limited Freshdesk's service is. It’s incredibly hard to cancel; they've been charging us for the last two months even though we’ve cancelled our subscription three times from our admin interface. #### Reasons for switching to Freshdesk Better functionality and user interface. --- ### Easy Ticket Management, Steeper Learning Curve - Overall rating: 5/5 - Reviewer: Santhosh S. - Verified reviewer: Yes - Industry: Security and Investigations - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: June 2026 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros One of the best ticketing tools we've used. It's easy to respond to customers, manage requests, and keep track of issues. It helped us significantly reduce turnaround time and made ticket resolution much faster and smoother. #### Cons The tool can be a bit difficult to navigate at times, especially for new users. Better in-app guidance, easier navigation, and more detailed onboarding or training resources would make the overall experience much smoother. --- ### Freshdesk is Great for the Ease it Brings to Team Collaboration - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Events Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2025 - Review source details: This review was submitted organically. No incentive was offered It is helpful for the collaborative aspect that we are looking for as a team, but the issues such as poor search function and inability to set due date when creating a new ticket can make use frustrating. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts #### Cons Overall, it is a fairly clunky platform. It doesn't allow you to do several things that I would expect out of a standard email program, like scheduling emails to be sent later. --- ### Easy to set up ITSM platform with automation and AI tools to achieve more with less - Overall rating: 5/5 - Reviewer: Raul K. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 201-500 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2025 - Review source details: This review was submitted organically. No incentive was offered Satisfying user experience and user interface with automations and Freddy AI that simply my team's daily tasks. I would highly recommend Freshdesk if you are looking at an ITSM platform that does not require much configuration. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk has custom built features and workflow and it's ease of use make configuring and customising it for your organisation, simple. Freshdesk is great value for money and there are other excellent additions such as asset management or SaaS optimisation tools that work well as part of the wider suite of tools. #### Cons The good thing and limiting factor about Freshdesk is that it's ready to use as is. You do not need to customise it as much as other platforms but then you can't get additional functionality that you require from it either. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/?page=2) --- Freshdesk Reviews, Pros and Cons - 2026 Software Advice