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

“valuable integrations”

Pros

Keeping track of tickets is very simple and I really appreciate being able to see the full ticket lifecycle in detail. It's highly customizable and the integration with other platforms is something I value a lot.

Cons

The new analytics dashboard isn't quite as simple to use.

“Automated replies save time”

Pros

The automated responses save me a lot of time.

Cons

nothing to complain about, the platform works properly.

“Good product overall”

Pros

Overall, this has been a good product and a really valuable resource for managing our tickets.

Cons

I wasn't happy with the usability and there also wasn't enough how-to guidance for the support tools.

“Helpful mobile app”

Pros

It works well for building both internal and external knowledge bases and the mobile app is especially useful for handling support tickets and chatbots on the go.

Cons

Creating knowledge base articles feels very complicated and takes a lot of time because the text formatting options tend to lag. Adding images is difficult and it's not easy to put together something that customers can use comfortably. Managing the content becomes even harder when the knowledge base has to be created in multiple languages.

“Easy to pick up”

Pros

Getting started with the system felt very simple. It's simple to use and the setup was understood and completed really quickly.

Cons

The reporting options are quite limited although I can only speak for the Growth plan.

“Simple to manage”

Pros

The set up process is uncomplicated and it has been simple to manage over time. Being cloud-based is a big plus and the web portal along with the email communication threads works really well.

Cons

Some of the strongest features are locked behind a paywall but even with that, it still covers most of what we need.

“Ability to set up multiple channels”

Pros

Being able to set up multiple channels directly for specific clients is really useful. The DDI call routing and reporting also matter a lot for keeping an eye on KPIs. There are plenty of strong features here especially the automations which make a big difference when you're running a busy helpdesk and handling hundreds of tickets every day.

Cons

The reporting changes have been a weak point. After the legacy reports were discontinued and everything moved over to analytics, the experience has felt lacking because, depending on how your setup is configured, the data is not always accurate or presented in a way that's easy to understand.

“Indispensable for managing incoming jobs”

Pros

At every workplace I've been in, I've ended up recommending and using the features that matter most to my role. Honestly, I can't imagine doing my job nearly as effectively without it. It's very user-friendly and having a clear view of incoming jobs while being able to manage them properly is absolutely essential.

Cons

I don't have any complaints about this product.

“Instant notifications”

Pros

I find it to be user-friendly, the notifications come through quickly and passing tickets to someone else is simple.

Cons

There's nothing significant to complain about. It does exactly what it's supposed to do.

“easy to figure out”

Pros

Appreciate the ease of use. Even people with very little experience can pick it up quickly which made the whole experience feel simple and uncomplicated.

Cons

It had a few smaller bugs and the pricing is costly.

“Centralized email handling”

Pros

Having all emails managed in one central place really improved the customer experience. It was simple to spot unanswered messages and it also made it clear what others had already replied with when they were away on holiday which helped keep responses consistent.

Cons

The licensing setup recommended for our charity was quite complicated. It ended up being a confusing mix of different license tiers and day passes which became hard to manage and fairly expensive.

“Uncomplicated rollout”

Pros

Getting it rolled out in our workspace was very simple and hassle-free.

Cons

There were quite a few occasions when we had to contact support because a feature wasn't working properly.

“anyone can use it”

Pros

almost any team member can use it especially if they already have some customer service experience. Pricing is also quite budget-friendly and having a free option for teams with fewer than 10 users makes it even more appealing.

Cons

customization feels somewhat limited since it doesn't allow as many changes as some other platforms. That lack of flexibility could be restrictive for certain contributors.

“Consistent updates”

Pros

Keeping up with tickets and customer support was much more manageable because updates came through consistently which helped make sure no customer was left waiting too long for a response. It was also simple to tag other agents into tickets whenever a question came up that was outside my area of expertise.

Cons

Since this was my first time working with a customer service ticketing platform like this, it took a few days to get used to the layout and feel comfortable navigating everything.

“Appreciate its simplicity”

Pros

I really appreciate how simple it is to use, no matter what kind of user is working with it. At my company, we use it to request office supplies from technical support. You just leave a ticket and once they see it, they reply and help you with whatever you asked for.

Cons

If I had to point out any downside, it would be that it is not completely free. There is a free trial period but after that you have to pay a fee. Even so, the cost is very low so I would still recommend it.

“Awesome helpdesk”

Pros

It has been an excellent help desk for keeping our accounting records organized and up to date. In technology sales, it's really important to stay on top of sales activity and accounts and this platform has been a big support in managing that through its workspace. One of the best parts is that information doesn't get lost so it feels reliable and genuinely helpful for day-to-day work.

Cons

The functionality works well and the support it provides is something I appreciate.

“Improves our support workflow”

Pros

For more than two years, our customer support team has depended on it and the user-friendly interface has been a big part of keeping ticket management efficient. The free version has also been hassle-free which helps our operations run smoothly and improves our overall support workflow.

Cons

We occasionally receive cold calls from Freshworks trying to sell us other products.

“Great experience overall”

Pros

The whole platform is very simple to use. The setup process was convenient and my overall experience with it has been fantastic.

Cons

Attaching images feels a bit difficult at times. Also, the email notifications are too frequent and would be better if they were reduced.

“Wonderful support tool”

Pros

Accounting is incredibly important in business and this help desk has been an amazing support tool. It adapts really well to my accounting needs and helps me keep everything organized, under control and in perfect order.

Cons

The help desk has been flawless for me. I honestly haven't found anything bad about it because it works wonderfully.

“Customers love it”

Pros

It comes with a lot of advantages. The platform is very user-friendly and there's really no limit to how much it can be used especially when it comes to managing workflows. Communication is well built into the software and it makes it simple to reach people anytime. It's an excellent tool for making sure customers stay satisfied with your services at all times.

Cons

I honestly don't have any complaints about it. Everything about the software works well for me and I truly appreciate it.