Freshdesk Software: Omnichannel SaaS-based Tool for Customer Support Reviews

“Changed how our support team operates”

Pros

It's automation tools have made a noticeable difference in how our support team operates. Features like automatic ticket routing, workflow rules and SLA management cut down on repetitive manual work while making sure customer requests get to the right agents without delay. Because of that, our response times have improved, service stays more consistent and the team can spend more time handling the more complex issues.

Cons

The automation handles most of our daily needs well but setting up more advanced workflow rules takes extra effort. It would be much simpler for teams with more involved support processes if there were a more visual workflow builder and quicker access to the automation settings.

“One of the best ticketing platforms”

Pros

This has been one of the best ticketing platforms our team has worked with. Responding to customers is simple, requests are much easier to manage and keeping track of ongoing issues is very efficient. It has helped us cut down turnaround time quite a bit and made resolving tickets much faster and smoother overall.

Cons

Navigation can feel a little tricky at times especially for someone new to the platform. Stronger in-app guidance, simpler navigation and more thorough onboarding or training materials would really improve the overall experience.

“Keeps customer requests organized”

Pros

It has a clean, user-friendly interface that makes day-to-day support work simple to handle. Its ticketing system keeps customer requests organized and the automation features cut down on repetitive tasks while helping the team respond faster. The reporting dashboards and collaboration tools also make it easier to stay productive and provide consistent customer support.

Cons

it performs well overall but some of the more advanced workflow configurations come with a learning curve. Having more guided setup options would make complex automation much easier for new administrators to put in place.

“classic helpdesk program”

Pros

Feels like a classic helpdesk platform and one of its biggest strengths is the customer support team behind it. The interface is simple, approachable and easy to get comfortable with which makes handling support requests much more efficient for the whole team.

Cons

The platform does come across as a little dated especially since there haven't been many major updates or standout new features over time. Even so, it remains reliable, simple to use and the excellent customer support helps keep the overall experience a positive one.

“Outstanding customer service”

Pros

It has been a really reliable customer support and ticketing platform for us. It's simple to use, works very effectively and the overall user experience is excellent. On top of that, their customer support is outstanding and the platform offers strong value for the price which makes it a dependable option for support teams.

Cons

It handles the core customer support and ticketing functions well but the more advanced tools and AI features still feel a bit limited. Putting more focus into automation, AI-powered workflows and frequent feature updates would make the platform more competitive and add even more value for users.

“top-notch helpdesk solution”

Pros

This has been a top-tier helpdesk solution for us, delivering exceptional customer support and integrating really well with a wide variety of tools.

Cons

Our biggest disappointment has been Freddy AI. The workflows feel inconsistent and the AI features are still too basic. It struggles with standard AI use cases which is a bit frustrating.

“Broad set of features”

Pros

It feels like the swiss army knife of ticketing systems. It comes with a wide range of features and plenty of customization options so it can be adapted to fit just about any business.

Cons

Honestly, I don't really have any complaints. The training materials are useful, the support team is helpful and the UI is laid out in a way that makes it simple to explore and find exactly what you need.

“Transformed our operations”

Pros

Back when I was handling support requests through regular email, everything felt completely disorganized. This tool really turned that around. The part I appreciate most is how every incoming message is automatically converted into a numbered ticket and assigned properly. From the interface, I can sort requests by priority, leave internal notes that customers can't see and follow the entire history of each conversation. The canned responses feature also saves me a huge amount of time on repetitive questions, while still letting me adjust the wording so replies feel personal and human.

Cons

Getting everything set up at the start took a fair amount of time and patience. There are so many customization settings, automation rules and triggers that it can feel pretty overwhelming in the beginning. I've also found the mobile app noticeably less capable than the desktop version. It can be slower to respond and reading through long conversation threads is not nearly as fluid which makes keeping up with tickets on the go more tedious than it should be.

“accessible customer history”

Pros

The customer history was accessible. Every call and log was right there for me to review so I didn't have to dig through different search filters or parameters to find what I needed. The free trial was also a nice bonus and gave a good sense of the software before committing.

Cons

The part I liked least was dealing with occasional duplicate records which meant I had to spend extra time cleaning things up. It's also a bit on the expensive side.

“Keeps our team organized”

Pros

Keeping team work organized is one of the best parts. It lets us reply quickly to multiple messages, set up templates in advance and hand a case over to another team whenever needed.

Cons

The weaker areas are classification, the initial rollout, configuration, manual resolution and the lack of proper AI implementation.

“Dependable support platform”

Pros

Day to day, it has been a dependable and user-friendly support platform for handling customer interactions and managing tickets as part of our regular workflow. Using it feels very simple and the ticketing system functions the way it should. It keeps customer concerns organized in one place which helps cut down on confusion when things get busy. The interface is also cleaner than a lot of other support tools out there.

Cons

I dont have any complaints.

“Smooth onboarding”

Pros

Getting new agents onboarded has been pretty painless because the ticketing system is user-friendly and doesn't require much training. The automation rules cut down a lot of the repetitive work which saves our team a ton of time. Having email, chat and phone support in one dashboard is a huge advantage too. On top of that, canned responses and ticket merging have noticeably improved how efficiently our team handles tickets.

Cons

Not a fan of how notifications work on the Android app. When the queue gets busy, it piles up individual alerts that have to be cleared one by one and that can make it seem like tickets from hours earlier are only just coming in. In the bigger picture it's a pretty minor UX issue but when you're handling a heavy ticket load it becomes annoying fast. Hopefully a future update fixes that because aside from this, the app experience has been solid.

“worth every penny”

Pros

It feels absolutely worth the investment. The customer support is quick whenever help is needed, the platform is simple for users to navigate and managing everything is pretty simple.

Cons

I'd love to see built-in training modules for both users and administrators, along with a simpler way to integrate chat and other features.

“helps teams stay aligned”

Pros

This tool works really well for internal communication and handling tickets in an efficient way. It helps teams stay aligned, collaborate without friction and resolve issues effectively thanks to its broad set of useful features and workflows.

Cons

The older pricing felt more budget-friendly and gave better overall value than the current structure. Right now, the updated pricing doesn't seem fully justified by the extra features that are included.

“Clean interface”

Pros

Daily ticket management has been really simple with this platform because the interface is clean and user-friendly. Bringing new agents on board is simple and the team can get up to speed and start handling work efficiently without much delay. The agent reporting tools are another big plus since they make it simple to track performance and keep an eye on support quality. On top of that, their support team has been consistently responsive and genuinely helpful whenever we've run into issues or needed guidance.

Cons

An area that could definitely be improved is the way DSAT and CSAT are managed. If a user gives a DSAT at first and then later changes it to a CSAT after more interaction, the original DSAT still stays in the system which can throw off reporting accuracy. I'd also appreciate a faster way to add users to CC like being able to do it by hovering over or selecting an email directly since small workflow tweaks like that can save a lot of time.

“All-in-one dashboard”

Pros

Having all our tickets from live chat on the website, Facebook, WhatsApp and email in one dashboard has been a huge advantage especially with the omnichannel package which offers really strong value for the price. The platform feels user-friendly and simple to use and the analytics tools give us plenty of flexibility when it comes to building custom reports. On top of that, the self-service portal helped us create an internal knowledge base library along with FAQ content for our website visitors. The automation features have also made a noticeable difference in agent productivity. Over the past 9 years, this platform has played a big role in helping us manage and improve our customer support experience.

Cons

Freshcaller telephony product has been disappointing, particularly the BYOC model which feels very limited. We haven't been able to make practical use of it and it doesn't seem like much investment or improvement has gone into that product since I first looked at it years ago. It also feels like the platform is falling behind when it comes to AI capabilities and I'd really like to see them step up more in that area.

“Scales well with growing needs”

Pros

The set up process was uncomplicated and after the initial setup we could gradually add more functionality and expand it over time so it matched our needs even better.

Cons

On our Enterprise plan, the databases for the different omnichannel areas, email/ticketing, phone and chat, were separate. From what I understand, the newer versions and our upcoming update should address this.

“Wide range of features”

Pros

This product keeps our customer support running smoothly thanks to its broad feature set, including ticketing, knowledge base management and command center functions. It helps the team handle customer interactions in a much more organized and efficient way.

Cons

Freddy AI definitely shows promise but right now it still falls short of what I expected. It should be doing more to speed up support workflows and improve efficiency yet the experience still feels a bit limited in certain areas.

“Amazing omnichannel helpdesk”

Pros

Running customer support through it has worked out really well for us. We use it heavily as an omnichannel helpdesk to handle customer questions coming in from different channels and it has made a noticeable difference in how we manage everything. Turnaround time has gone down a lot and the team is able to respond faster and work more efficiently overall.

Cons

Most parts of the platform perform very well and it has been reliable in day-to-day use. The only area that still feels like it needs more development is Freddy AI since its capabilities seem somewhat limited right now. It could definitely be improved to provide smarter automation and create a better support experience overall.

“Better response rates overall”

Pros

Handling stakeholder inquiries feels much more organized with it and ticket management has become quicker and far more manageable for our team. We also appreciate how responsive and accessible the support team is since it's simple to reach them and communicate whenever something comes up.

Cons

There are still a few unresolved problems that continue to affect our day-to-day operations. For example, we've seen discrepancies in analytics and reporting data and some tickets end up being assigned to the wrong groups. Even with those issues, it's still a valuable platform that has helped us improve response rates and boost overall team productivity.