--- 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: 3,494 ### 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: 2,063 reviews (59%) - 4 stars: 1,214 reviews (35%) - 3 stars: 166 reviews (5%) - 2 stars: 33 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 3,494 (page 1). ### Forced out by a massive price jump and the end of the free tier - Overall rating: 2/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered I used Freshdesk for years and would have happily paid a reasonable fee for basic features. However, that middle-ground option doesn't exist anymore. They are entirely focused on pushing expensive enterprise features and AI tools that small teams don't want or need. Because of this, I am now forced to migrate to a completely new system. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 1/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The platform offers a robust set of features that are incredibly handy for small teams, along with useful customization options that make day-to-day tasks easier. #### Cons The removal of the permanent free tier is a massive disappointment. The price jump to a paid license is a huge chasm for small businesses. Many people I helped set this up for have been forced to abandon the platform and lose their data because the new monthly bills are simply too expensive. #### Reasons for choosing Freshdesk It had more features and less learning curve making it easier to implement. The pricing model was also more suited to our business. --- ### Easy and Efficient Customer Support Management - Overall rating: 4/5 - Reviewer: Aasil I. - Verified reviewer: Yes - Industry: Accounting - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2026 - Review source details: This review was submitted organically. No incentive was offered My overall experience with Freshdesk has been very positive. It has made managing customer support much more organized and efficient. The interface is straightforward, ticket management works well, and having customer communication in one system saves a lot of time. Overall, it provides good value for businesses that handle regular customer inquiries. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk is easy to use and helps keep customer inquiries organized in one place. I especially like the ticket management and email notification features, which make it easy to track conversations, assign requests, and follow up with customers without missing anything. #### Cons Some of the advanced features and customization options can take time to understand. There can also be occasional delays with email notifications, and some useful features are only available on higher-priced plans. --- ### 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 --- ### Reliable Help Desk Platform and Easy Setup - Overall rating: 5/5 - Reviewer: Graeme R. - Verified reviewer: Yes - Industry: Packaging and Containers - Company size: 501-1000 employees - Product usage: Used daily for free trial - Reviewed: July 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 has been a reliable and user-friendly customer support platform. It has helped streamline ticket management, improve response times, and provide a better experience for both support agents and customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk is intuitive and easy to set up, making it simple for support teams to get started quickly. The ticket management system is well organized, automation rules save a lot of time on repetitive tasks #### Cons Some advanced features are only available on higher-tier plans, which can become expensive as your team grows #### Reasons for choosing Freshdesk We chose Freshdesk because it offered the best balance of features, ease of use, and pricing for our needs. --- ### Thank god this thing actually works mostly - Overall rating: 5/5 - Reviewer: Agnes R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 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 answers people 24/7 so they stop complaining on facebook. Creating manual tickets is fast enough I guess. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Freshdesk puts the emails and social messages in a pile so you can actually read them. I'm honestly shocked the live chat doesn't crash every five minutes cause most softwares do. Setup took 15 days and I didn't completely hate it. #### Cons The mobile phone app is complete trash and wont even load on my new Android. Sometime it randomly logs me out when I am idle and then resets my whole work timer which ruins my day. Also you cant edit tables in the notes. The interface looks super old. --- ### Freshdesk review - Overall rating: 4/5 - Reviewer: Amulya P. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: September 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: 3/5 #### Pros Freshdesk's been a great fit for our support operations. It's packed with powerful features, but the interface stays simple, which has genuinely helped us close tickets faster. Their support team is excellent too overall it's made managing requests a lot easier for the whole team. #### Cons The interface can feel cluttered and the workflows a bit confusing to navigate. The product also feels somewhat dated, without many recent updates. Still, it's reliable, easy to use, and backed by great customer support so overall, it's been a positive experience. --- ### Freshdesk review by Durga - Overall rating: 5/5 - Reviewer: Durga K. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: September 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: 5/5 - Functionality: 4/5 #### Pros Freshdesk fits right in if you're already in the Freshworks ecosystem. It’s easily one of the most straightforward help desks we’ve tried, making it simple to track every support request in one place #### Cons It’s definitely easy to pick up, but its automations can't quite compete with enterprise-level platforms. Omnichannel features are included, but they lack the depth and flexibility needed for more intricate support operations. --- ### Review by Deepanjali - Overall rating: 5/5 - Reviewer: Deepanjali S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: October 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: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshdesk has been very affordable for us for the features it offers, and the price point has been great when we compare them with others in the market. There is almost no downtime for any reason that doesn’t stop us from working.The APIs has been properly documented, and it would help is customizing our application #### Cons The knowledge base needs some improvement, and the mobile app is not as user friendly as web version. --- ### Freshdesk review - Overall rating: 5/5 - Reviewer: Ramya T. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: September 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: 5/5 - Functionality: 3/5 #### Pros Freshdesk's omnichannel feature has been most helpful for us. With this feature we were able to track all the queries whether they were from email or chat or from teams as well #### Cons Freshdesk reporting has been below par. We had to export data every time to develop the custom reports. --- ### Freshdesk review by Harika - Overall rating: 5/5 - Reviewer: Malisetty H. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used weekly for less than 6 months - Reviewed: October 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: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Freshdesk is easy to set up and use, with a clean interface. Its omnichannel feature is a real highlight, and for what it offers, the price has been great compared to other tools on the market. #### Cons Freshdesk's analytics and reporting features need work, The knowledge base could also be better, and the mobile app isn't as user-friendly as the web version. --- ### 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 --- ### 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 --- ### Happy Fresdesking - Overall rating: 4/5 - Reviewer: Silvester C. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 201-500 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. The experience had been great however i would appreciate if there is a single person who is allocated to help me with my queries as everytime i get in touch with Freshdesk for any help, I get routed to a new person. Having one dedicated person will give that personal touch to your product. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a cherry on the top. #### Cons While Freshdesk covers most of the things however as per the needs of the client i think there should be options to make changes or to amend or add things. #### Reasons for choosing Freshdesk Because there is no size limitation of the mails --- ### The Omnichannel Tool You'll Need - Overall rating: 4/5 - Reviewer: Trent B. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Freshdesk had all of the pieces we needed to run a successful ticketing system and call center. The reporting was pretty complicated to navigate, and left a lot to be desired. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Freshdesk was very customizable. It allowed you to set up as needed based on your line of business. For us, we had a centralized mailbox going into the ticketing system, generating tickets per email we received. #### Cons The reports and automations can be somewhat difficult to navigate. We ended up just exporting all of our tickets every month and creating our own reports through Power query in Excel. #### Reasons for choosing Freshdesk Freshdesk seemed like the easiest to setup, along with the fact it was the best price for the omnichannel tool, which we needed most. #### Reasons for switching to Freshdesk We were doing ticketing through emails, and it was very hard to keep up with. The best solution was a ticketing system. --- ### 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. --- ### Best helpdesk tool we've used. Nearly flawless - Overall rating: 5/5 - Reviewer: Blake A. - Verified reviewer: Yes - Industry: Retail - Company size: 201-500 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 Freshdesk has genuinely made managing customer support less stressful. Everything is where you expect it to be and the platform rarely gets in your way. We've tried a couple of other helpdesk tools before landing here and nothing else came close to this balance of features and usability for the price. Aside from that one notification quirk on mobile, it's hard to find much to complain about. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ticketing system is intuitive enough that new agents can get up to speed without much training, and the automation rules save a ton of time on repetitive tasks. Being able to manage email, chat, and phone support all from one dashboard is a huge deal. The canned responses and ticket merging features alone have made our team noticeably more efficient. #### Cons The Android app notification handling is honestly the only thing that's driven me crazy. If you have a busy queue, you end up with a pile of individual notifications that each need to be cleared manually, so it can look like tickets from hours ago are just now coming in. It's a minor UX gripe in the grand scheme of things, but when you're juggling a lot of tickets it gets old fast. Hopefully that's something they address in a future update because the rest of the app experience is solid. --- ### 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 --- ### 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 --- ### Easy-to-Use Help Desk Solution - Overall rating: 4/5 - Reviewer: Brennan G. - Verified reviewer: Yes - Industry: Insurance - Company size: 201-500 employees - Product usage: Used daily for less than 12 months - Reviewed: September 2025 - 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 been a solid help desk tool for our team. It’s easy to use, reliable, and has made managing support tickets much smoother. There are a few quirks, but overall, it’s been a positive experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros I really like how easy Freshdesk is to use. The layout makes it simple to manage tickets, and the automation features help cut down on repetitive tasks. It also connects well with other tools we use, which is a big plus. #### Cons Some of the settings can be a bit buried, and it took me a while to figure out how to customize certain workflows. Reporting features could also be more flexible. --- ### Internal notes improved teamwork without confusing customers - Overall rating: 5/5 - Reviewer: Pallavi A. - 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: 4/5 #### Pros Our support agents frequently collaborate with engineering and billing teams, and internal notes became one of the most valuable features we used. Team members could discuss solutions within the ticket while keeping customer communication separate, which reduced misunderstandings and avoided unnecessary back-and-forth with customers. #### Cons As discussions become longer, finding important updates within internal notes can take time. Better organization through threaded conversations or highlighted decisions would improve collaboration on complex tickets. --- ### 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 --- ### 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. --- ### Freshdesk is easy to use for help desk needs - Overall rating: 5/5 - Reviewer: Glen N. - Verified reviewer: Yes - Industry: Religious Institutions - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I've been a user for about 5 years and love it. The system is very easy to understand, comment in, email the requestors via. We currently use the Free tier. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Setting up a freshdesk is incredibly easy. We just create a mailbox for our Org and have our Staff email it with their ticket needs, and Freshdesk turns those emails into tickets we can track. #### Cons If you want more than two Agent accounts to respond to tickets with, or you want to have more than one helpdesk for more departments, you have to buy a paid subscription. Everyone's got to make money so I understand, but it is a pain point for us. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/?page=2) --- Freshdesk Reviews, Pros and Cons - 2026 Software Advice