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

“Organizes ticket management”

Pros

Right away, it made our daily ticket handling much more organized. We can group, split and merge tickets, then assign them in bulk which makes managing the team's workload incredibly efficient.

Cons

There isn't much included in the lower-tier plans and you really need to move up to the Pro plan to get access to the more advanced automation features.

“Excellent ticket communication flow”

Pros

It has been a really solid tool for handling internal communication around tickets and it's especially helpful that it manages requests well too.

Cons

Time tracking for timesheets has to be done in a separate tool since it doesn't cover all the different tasks that come up throughout the day.

“supports multi-factor authentication”

Pros

Managing everything in it feels simple. It works well with Azure AD, supports multi-factor authentication and covers a lot of important areas like support ticket handling, inventory management and change management.

Cons

I'm still in the process of exploring more of what it can do but at this point I'm satisfied with it.

“Amazing accounting desk assistant”

Pros

Having this as an accounting desk assistant has been a big help for me. It lets me do my job better and because everything is online, the accounting side stays very well coordinated.

Cons

It has worked as an excellent accounting help desk for me and honestly I do not see anything negative in the application.

“Superb desktop accounting support tool”

Pros

It works really well for me as an accounting assistant since I need to keep every account updated and properly organized. This application helps me a lot with that and lets me keep everything in order from an accounting standpoint.

Cons

I really don't have anything negative to say about the application because it has been a very good desktop accounting support tool.

“Simple for everyone”

Pros

It has a clean, user-friendly interface that works well for both the person submitting a request and the support team handling it. From either side, it feels simple to navigate.

Cons

Getting it set up properly takes a fair amount of time especially when it comes to defining the optional and required categories correctly and making sure the available support category list is clear.

“Worth the investment”

Pros

Getting knowledge bases set up and kept up to date is incredibly simple and the ticketing system is both simple to use and surprisingly powerful. It delivers a lot for the price and feels like an excellent value overall.

Cons

Honestly, there is very little to complain about. I really enjoy both the interface and the functionality, the only thing I wish is that I had discovered it much earlier! :-D

“Solid ticket management”

Pros

Ticket management is the strongest part. It also connects well with third-party apps such as chat applications making it convenient to gather support tickets and handle resolutions in one place.

Cons

When integrating Freshdesk with a web-based chat application, there can be a slight delay. It also lacks support for buttons and QR features on some chatbot platforms.

“Pleased with how it works”

Pros

Handling tickets has been really good with this tool. It makes it simple to reach student issues quickly, view tickets clearly and keep everything organized and manageable. The overall experience has been very nice and our whole team is quite satisfied with how it works.

Cons

It would be better to reduce the number of categories a bit instead of having too many options.

“Makes my work easier”

Pros

It's an application that really makes my work easier and using it feels important in my daily routine. It also helps me keep all my accounts organized and in order without much effort.

Cons

I haven't run into any disadvantages. If anything, it has made my work faster and more efficient.

“Never crashed”

Pros

Using it has been very simple. It's simple to work with, makes it easy to keep track of all the assigned tickets and the platform has never crashed while I've been using it.

Cons

At the moment, I don't really have anything negative to point out since the experience has been smooth for me so far.

“I always recommend it”

Pros

It has been a smart, user-friendly business solution for me. The interface is clean which helps me stay focused on giving customers the right response. Communication with customers feels smooth and that really supports a more professional level of service. It has been an essential tool in my work for years and I've recommended it many times to friends and colleagues in business.

Cons

I'm not happy about the Legacy Reports page being removed and replaced by Analytics. A few of the features I really liked in Legacy Reports still haven't made their way into Analytics although I am still enjoying using that tool.

“They're always there to help me”

Pros

customer support is my favorite part. They're always available to help, no matter the day or time. The platform is also very simple to use and understand, even for people without an IT or engineering background.

Cons

I honestly don't have any major complaints about it. If I had to point out one thing, it would be helpful to have an option on the agent side to hide certain fields in the ticket properties.

“Not overly complicated”

Pros

it feels very simple, with no real complications to deal with. It brings all social media platforms together in one place which makes it much simpler to respond to customer requests. Communication and interaction with the audience are noticeably better because of that. One of the best parts is that it also includes many free services which adds a lot of value.

Cons

Since I started using the program, I haven't run into any difficulties or major issues with it.

“Cost-effective product”

Pros

Freshdesk is priced very competitively and the platform itself is simple to use, set up and adjust to specific needs.

Cons

it keeps trying to walk you through how to use it every time you log in. A few features can also be frustrating but considering the price, it still feels worth it.

“Ideal for bigger teams”

Pros

It is nice being able to follow the progress of a case and spot exactly where the bottlenecks are. For larger teams, this works really well because it helps track where team members may be falling behind. In a smaller team of around 3 to 4 people, it didn't add much value but the progress tracking still makes it clear who is slowing the process down.

Cons

It generates a lot of emails on top of an already crowded inbox. After a while, that constant flow of notifications becomes pretty annoying.

“helps customer support run efficiently”

Pros

It's ticketing works quickly and in real time which helps customer support run efficiently and makes it easier to respond with feedback on time.

Cons

Auto-Assign feature can be a bit inconsistent at times.

“Useful group filters”

Pros

Assigning and prioritizing work is one of the things I enjoy most about it. The group filters are also really helpful especially when handling a large number of teams. The interface feels clean and simple which makes it simple to create tickets and keep track of their progress. It works well for managing customer service tasks and I think it can be especially useful for small businesses.

Cons

Pricing can rise pretty fast once an organization reaches a certain size. I'd also rather see more focus on a desktop experience because the mobile app still needs some improvement when it comes to user experience.

“Complete ticket history visibility”

Pros

It clearly shows whether a user has contacted us before and what those earlier questions were about. That gives us a much better overall picture. We can also quickly see who assisted them previously, along with any private notes that were added about the issue.

Cons

Current AI functionality needs improvements. It would be really useful to have an option where, after writing a reply to a customer, the AI automatically reviews it and makes it clearer. I noticed they've started rolling this out in a beta version so hopefully a fully finished version will be available soon.

“Well-organized interface”

Pros

Handling customer support through multiple channels works really well here and the ticket management setup helps keep everything organized. Collaboration between team members is smooth, the integrations add a lot of value and having mobile access makes it convenient to stay on top of things from anywhere. The interface is also user friendly so day-to-day work feels simple.

Cons

The pricing can be on the higher side especially once additional costs start adding up. It can also feel a bit less user-friendly than some competing tools and there are a few integration limitations that may matter depending on the systems you use.