--- 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: 3,474 ### 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: 2,053 reviews (59%) - 4 stars: 1,205 reviews (35%) - 3 stars: 166 reviews (5%) - 2 stars: 32 reviews (1%) - 1 star: 18 reviews (1%) ### Most mentioned pros - 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. - 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. ### 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 3,474 (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 --- ### 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. --- ### 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. --- ### Good Agent Experience, But Broken Integrations and Frustrating Support - Overall rating: 3/5 - Reviewer: Marjana C. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 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. Customer Support takes too many responses to get to resolution and the service overall is not great. I get tired of having to repeat myself, go through scenarios that have nothing to do with my issue and having agents regurgitate Freddy AI solutions that don't resolve my issue (I am forced to talk to Freddy first after all, so what gives?) #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros Agent experience and knowledgebase article creation is intuitive. Standard workflows work well for smaller organizations. #### Cons Jira integration is broken. Analytics data captured does not allow us to fully understand service gaps when there are more complex workflows, like escalation to an external team. --- ### 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. --- ### Freshdesk - A very capable ticketing solution - Overall rating: 5/5 - Reviewer: Jay R. - Verified reviewer: Yes - Industry: Insurance - Company size: 1001-5000 employees - Product usage: Used daily for less 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. Freshdesk ticketing system has helped increase our team's productivity & track customer support requests very efficiently, without any support requests being overlooked. The smart AI tools have assisted our agents with drafting emails, analysing customer sentiment, & to summarize long ticket threads. The IntelliAssign auto-assignment feature helps manage ticket volumes by distributing tickets across agents. The Self Service feature has also lowered overall ticket volumes with instant customer response. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Pros of Freshdesk: Freshdesk is very easy to set up & use. They offer great & friendly customer support. Top features used are canned responses, workflow automation, self-service, and a knowledge base portal. Analytics/Reports can track CSAT & agent performance + resolution time. #### Cons Cons of Freshdesk: Expensive plans. Basic plans lack some crucial features, which means you have to buy a higher-priced plan. Occasional lags & features are limited on the Mobile app. #### Reasons for choosing Freshdesk We use Freshsales CRM & Freshchat. We chose Freshdesk to have an Omnichannel experience --- ### Overall a good Simple Ticketing System - Overall rating: 4/5 - Reviewer: Jenis R. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 501-1000 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. It’s not the most advanced tool on the market, but for teams that need a dependable, scalable, and affordable way to manage customer conversations, Freshdesk is a very strong contender. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros Freshdesk is a reliable and user-friendly helpdesk solution that for small to medium-sized businesses. #### Cons More advanced features are in a higher tier which sometimes makes you want to weight other options for the price point. #### Reasons for switching to Freshdesk Wanted a simpler and better management system for multiple teams --- ### Freshdesk review by Suresh - Overall rating: 4/5 - Reviewer: Suresh N. - Verified reviewer: Yes - Industry: Airlines/ Aviation - Company size: 51-200 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: 4/5 - Functionality: 4/5 #### Pros Comprehensive, integrated helpdesk we used for tracking customer queries and we made the process more efficient and reliable in less than 3 months. #### Cons Easy to onboard but customizations or personalizations are very limited apart from these i guess the tool is very efficient and have very less cons #### Reasons for choosing Freshdesk The pricing is very affordable compared to the compitetiors --- ### Not customizable - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 11-50 employees - Product usage: Used monthly for less than 12 months - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 2/5 - Customer support: 2/5 - Functionality: 2/5 #### Pros It was free to use and had a fairly easy to navigate menu with some exceptions. Customers easily submitted tickets #### Cons Would I like at least about fresh? That was the fact that you can’t customize the ticket Fields on the free version and you have to stick with the default version. #### Reasons for choosing Freshdesk I didn’t I winded up switching over to intercom --- ### Freshdesk review by Akash - Overall rating: 4/5 - Reviewer: Potla A. - Verified reviewer: Yes - Industry: Computer Software - Company size: 1001-5000 employees - Product usage: Used monthly 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: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It is an excellent solution for small and medium-sized businesses that need a reliable, easy-to-manage customer support platform without unnecessary complexity. #### Cons Product updates have been incremental, and deeper integration with other business functions would make the platform much more powerful --- ### Efficient and Reliable Customer Support Platform for Daily Operations - Overall rating: 5/5 - Reviewer: Johny Dwi C. - Verified reviewer: Yes - Industry: Computer Software - 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, my experience using Freshdesk at Koltiva has been very positive and beneficial for daily customer support operations. Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow. In a fast-paced working environment like Koltiva, Freshdesk supported better coordination between teams, improved response times, and ensured that issues could be tracked and resolved properly. The platform was also helpful in maintaining service quality and organizing support activities in a more professional and systematic way. Overall, Freshdesk contributed positively to operational productivity and customer service management within the company. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros its user-friendly interface and efficient ticket management system. The platform makes it easy to organize, track, and resolve customer inquiries in a structured manner. I also appreciate the automation features, collaboration tools, and integration capabilities, which help improve team productivity and response time. Overall, Freshdesk supports smooth communication and enhances customer service operations effectively. #### Cons One aspect that could be improved in Freshdesk is the system performance during high-volume usage, as there can occasionally be delays when loading tickets or updating statuses. In addition, some advanced customization and reporting features may feel limited without upgrading to higher-tier plans. However, overall, the platform still provides strong functionality for daily customer support operations. --- ### Powerful and User-Friendly Customer Support Platform - Overall rating: 5/5 - Reviewer: Martin A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - 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. Freshdesk is a robust platform for managing customer support efficiently. It has improved our team’s response time and overall customer satisfaction. While there is a learning curve for some advanced features, the benefits outweigh the minor drawbacks. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 1. Intuitive and easy-to-use interface 2. Helpful reporting and analytics tools 3. Efficient ticket management and automation features 4. Great integration with other apps 5. Fast and responsive support from the Freshdesk team, including helpful tutorials and documentation. 6. Real-time chat and task management tools are reliable and enhance workflow. 7.Helps track customer interactions and improves response efficiency, giving insights into visitor behavior and support needs. #### Cons 1. Some advanced features can be complex for beginners 2. Pricing for higher-tier plans can be a bit steep 3. Occasional minor bugs with certain integrations --- ### 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. --- ### A great tool for tickets and customer inquiries management - Overall rating: 4/5 - Reviewer: Patrick Joshua R. - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 201-500 employees - Product usage: Used daily for less 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, our experience with Freshdesk has been positive. While there are still areas for improvement, as noted above, it remains an effective tool that has significantly helped improve our response rates and overall team productivity. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We appreciate how Freshdesk enables us to manage stakeholder inquiries more efficiently, making ticket handling faster and more manageable for the team. We also value the responsiveness and accessibility of the Freshdesk Support team, as they are easy to contact and communicate with whenever issues arise. #### Cons We have encountered several unresolved issues that continue to impact operations. Some examples include: 1. Discrepancies in analytics and reporting data 2. Incorrect assignment of tickets to unintended groups Despite these challenges, Freshdesk remains a valuable tool that has helped improve our response rates and overall team productivity. --- ### 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 --- ### Streamlining Customers Assistance and Request from Freshdesk - Overall rating: 5/5 - Reviewer: Graziana C. - Verified reviewer: Yes - Industry: Retail - Company size: 11-50 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. Freshdesk is completely intentional in managing and centralizing customer support The program has effectively managed tickets, which speeds the response time to customers Freshdesk has an outstanding self service support, which gives immediate answers to customers #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Freshdesk has a friendly and knowledgeable ticketing system that easily organize and respond to all clients issues I like the multi channel nature or support that Freshdesk has, which brings all communication together Freshdesk has a supportive collaboration tool, something that improves teamwork #### Cons I don’t like the price concept from Freshdesk, where some higher tiers needs more money The tool faces some page loads, more so when there is some big traffic --- ### Powerful Ticketing Platform That Could Benefit from More Automation - Overall rating: 5/5 - Reviewer: Rohit M. - Verified reviewer: Yes - Industry: Retail - 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 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams. #### Cons While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users. --- ### Good tool, expecting it to kick on soon. - Overall rating: 4/5 - Reviewer: Harry S. - Verified reviewer: Yes - Industry: Accounting - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall happy, my team use this and it's simple to get started and understand, would like more advanced AI. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Really good support desk, have been really impressed with all of the basic support functionality over the last 6 years. Took a while to adopt AI but seems to be catching up now. #### Cons Took a long time to adopt AI; the initial AI was poor, and the responses were weak. Would like to see more use of the historical responses fed into AI responses. --- ### 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 --- ### Clean User Interface - Overall rating: 3/5 - Reviewer: Kelly S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 5001-10000 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. Overall experience with the application is pretty good. Clean user interface making it easier to work with. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 3/5 #### Pros The clean user interface is visually pleasing and helps to easy to identify fields and features for use. Ticket visibility and management is also great. #### Cons The lack of support on a Monday when an issue arises in NZ. Find that the support team do not respond until Tuesday in NZ. --- ### Reliable Automation That Reduced Manual Support Work - Overall rating: 5/5 - Reviewer: Shruti M. - Verified reviewer: Yes - Industry: Electrical/ Electronic Manufacturing - 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: 5/5 - Functionality: 4/5 #### Pros Freshdesk’s automation features have significantly improved the way our support team works. Automatic ticket assignment, workflow rules, and SLA management reduce repetitive manual tasks while ensuring customer requests reach the right agents quickly. This has helped improve response times, maintain consistency, and allow the team to focus on resolving more complex issues. #### Cons Automation covers most day-to-day requirements, but configuring advanced workflow rules requires additional effort. A more visual workflow builder and easier access to automation settings would simplify setup for teams with more complex support processes. --- ### 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. --- ### Knowledge Base Is Power - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Our admin did a good job of integrating the KB with the ticketing systems so the KB was a very reliable point of reference while troubleshooting during a call. We would try to make our troubleshooting steps sound seamless even when we would come across a more obscure issue. #### Cons I have no issues with the KB portion of Freshdesk. My issues are more with the ticketing portion of Freshdesk. As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out. --- ### 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. --- ### The Ultimate Omnichannel Ticketing System - Overall rating: 5/5 - Reviewer: Manijith P. - Verified reviewer: Yes - Industry: Semiconductors - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: May 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 makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently. #### Cons The Freddy AI integration in Freshdesk has potential, but it currently doesn’t fully meet expectations. The AI capabilities should help make support workflows faster and more efficient, but the experience still feels limited in certain areas. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/?page=2) --- Freshdesk Reviews, Pros and Cons - 2026 Software Advice