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

“Creates tickets automatically”

Pros

Whenever a customer sends in a support request, the system automatically turns it into a ticket and assigns the right priority. That helps make sure nothing gets missed and I'm able to respond to clients on time which has definitely improved their overall satisfaction.

Cons

it occasionally lags when I'm handling several tickets at once. During busier periods, that slowdown can interrupt my workflow.

“Affordable cloud based system”

Pros

I really appreciate not having to deal with manual updates since the latest version is already there every time I log in. Automation helps us resolve customer questions much faster and the real-time online reports have had a noticeable impact on our team's performance and customer satisfaction. It also supports multichannel communication which makes handling conversations much more convenient. On top of that, the cloud-based setup is very affordable.

Cons

Honestly, I don't have any complaints. It has been reliable and secure to use and the launch and deployment process was effortless for our team.

“Ability to type out my requests”

Pros

Being able to type out my requests and questions instead of having to make a call saves me a lot of time that would otherwise be wasted.

Cons

Nothing that I can point out right now.

“Convenient mobile app”

Pros

We switched over because the feature set and mobile app matched what we needed and my team noticed right away that the interface was much better than our previous helpdesk system. The ticket filtering and merging tools make a huge difference in managing a heavy workload and the mobile app keeps us updated while moving around our 200-acre campus. We get real-time visibility into ticket status and can respond as needed without wasting time on duplicate work. We've also expanded the solutions section with FAQ articles that are simple to link directly in tickets. With a team of 3 supporting 180 FTE, 700 students and 1,500 parent constituents, this is exactly the kind of tool that helps us stay agile and efficient.

Cons

At the moment, we only use it within the IT department. I'd really like to see our school roll it out to other areas too but the per-agent pricing could become a hurdle if we try to expand it further.

“Organizes our workflows”

Pros

Communicating and staying connected with our customers is very simple with this platform, whether it's through live chat, calls, emails or SMS. It does a really good job of organizing and automating our customer service workflows which helps us manage everything more efficiently. Because of that, we're able to handle and respond to customer inquiries much faster.

Cons

I don't have anything to complain about with this help desk tool.

“Saves ticket history”

Pros

Searching is simple and the system does a good job of keeping ticket history intact. It's also useful for contact management and the real-time notifications help me stay updated without needing to constantly check in.

Cons

Would be nice to have built-in time entry feature so time could be logged directly against the ticket being worked on.

“Keeps track of tickets”

Pros

Keeping up with tickets is very manageable because everything is grouped clearly on the dashboard. At a glance, I can tell what is still open, what needs attention and whether anything has gone overdue. The reporting is also helpful since I can pull metrics and see the average number of incoming tickets we receive each day. On top of that, the field service add-on works well for getting customer signatures on completed work orders and tracking time spent on the job.

Cons

some features are not available a la carte. If there's one specific capability you want, you may have to upgrade the entire plan and pay for a bundle of extra features you may not actually need. We've also run into an annoying issue while replying to tickets where the cursor sometimes jumps back to the beginning. We still haven't been able to tell whether it's caused by a shortcut, a keyboard combination or something else entirely.

“Satisfied with it”

Pros

We've been using it for years and we're very happy with how well it performs especially its API functionality when connecting with other platforms.

Cons

There are a few automations we'd really like to take advantage of but they just aren't available in the platform.

“user-friendly customer support tool”

Pros

It has been a very functional and user-friendly customer support tool. The real-time alert and notification system works really well and I also appreciate that requests can come in through social channels which gives customers more ways to reach out for help.

Cons

Nothing major to point out although notifications do arrive late sometimes.

“Works well across devices”

Pros

Being able to handle my tickets from both my phone and my computer is what I appreciate most. It gives me the flexibility to adapt the tool to the way I work and fit it into my workspace.

Cons

At the moment, I don't have any complaints about this tool.

“Cooperative support team”

Pros

Getting work done in it feels simple. It's user-friendly, simple to navigate and the support team is very reliable which is something I consider essential in any IT product.

Cons

It would be better if there were more predefined templates tailored to specific industries. The workflows also need more industry-based customization to match different business needs.

“Detailed platform”

Pros

It feels like a very complete platform. It makes handling day-to-day incidents really simple and when it comes to organizing, managing and administering tasks and projects, it stands out as one of the best tools available.

Cons

It's a very good tool overall but the price tends to be a bit high so that's definitely something to keep in mind before purchasing it.

“One-stop shop”

Pros

Freshdesk works as a one-stop solution for handling issues and keeping track of the time spent on each specific task.

Cons

At this point, there really isn't anything I dislike about it. I've been happy with everything so far.

“Really happy with everything”

Pros

I'm very satisfied with the help and support this excellent application provides. It keeps all my accounting files organized and up to date and the best part is that it's very simple to use. I also have a lot of confidence in the assistance the team gives me.

Cons

My only request is that support respond as quickly as possible whenever an issue comes up.

“Simple to handle”

Pros

It's simple to use and feels very user friendly.

Cons

I haven't run into any issues because it's simple to use and user friendly.

“Client tagging that really helps”

Pros

Great how simple it is to categorize tickets and add tags. Since we handle work for specific clients, being able to tag each client and quickly look back at their account details has been really helpful for staying organized.

Cons

I did run into a frustrating issue with notifications and ticket tracking. There were times when I was assigned a ticket and never received an email alert. When I was only mentioned on a ticket, it was also pretty difficult to keep track of those mentions or find the ticket again later when I needed to add more information.

“Plenty of features”

Pros

It offers a very comprehensive system with plenty of features and plugins which gives it a lot of flexibility.

Cons

Getting everything set up was a frustrating process. We sat through call after call without much actually being resolved and in the end we had to work out most of it on our own. Even after that, support has been painfully slow whenever problems come up and it often feels like the people handling support don't fully understand the system themselves.

“Can access it anytime”

Pros

Having access to it at any time, with real-time updates, has been a big plus. Notifications are consistently available and the customer support has been excellent. It also provides helpful insights through surveys and feedback which makes communication both efficient and effective.

Cons

Honestly I haven't run into any real downsides. It has been one of the best tools for customer service and setting it up along with customizing our signature was simple.

“Makes my job manageable”

Pros

Having this workspace during the week makes my job much more manageable because I need to keep all the accounting accounts up to date. It's been an excellent support from my computer and its helpful tools and assistance make a real difference in keeping everything current.

Cons

When I need help from support, the response can sometimes take a while.

“Useful free tier access”

Pros

The free tier is really convenient especially for smaller customers. It gives them plenty of time to get a proper long-term feel for the system, understand how it works and become familiar with the platform before making bigger commitments.

Cons

high-end analytics are still only available in beta and reaching the more advanced tiers requires upgrading to a higher-priced plan.