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

“Exceptional tracking features”

Pros

This program was very simple and training staff didn't take much effort either. The system is built in a simple way, without loads of confusing details or unnecessary extras which made it practical to use day to day. The tracking features were sufficient and overall it worked really well for the company.

Cons

I wish it included a clearer way to see when staff members were online or offline. It would also be better to have more detailed tracking around who was replying to tickets and how long each response was taking.

“Changed how our support team works”

Pros

It has completely changed how our customer support team works. The interface is user-friendly and the automation features are powerful enough to really organize daily operations. Handling tickets and customizing the knowledge base feels effortless and the reporting tools make it much easier to keep track of performance. We're extremely happy with the platform overall.

Cons

That said, it isn't the most budget-friendly option for smaller businesses. A lot of the advanced functionality is locked behind higher-tier plans and setting up more complex workflows comes with a steeper learning curve. It feels better suited to larger enterprises than smaller teams.

“Gives us a clear overview of everything”

Pros

Getting our ticket management organized was the priority and this tool made that happen. It gave us a clear overview of everything and made it simple to assign the right tasks to the right colleague when needed.

Cons

It would be nice to have a bit more flexibility across the different SKUs at times although I understand that comes down to the company's product decisions.

“Finances much better organized”

Pros

The application has been very positive especially for finance-related tasks. Work has improved a lot and the accounts are now much better separated and organized.

Cons

There really aren't any downsides, on the contrary, it has been a reliable and helpful resource.

“Marketing and planning tools shine”

Pros

It offers solid marketing tools along with planning management features and both work really well for my needs.

Cons

I haven't run into any drawbacks while using it so far.

“Organizes my accounting work”

Pros

It's a fantastic application that helps organize my accounting work and makes it more efficient and detailed within the company.

Cons

No complaints from my end, it's an organized and reliable application.

“Incredible remote support features”

Pros

Extremely affordable while still getting the job done well. It also includes excellent remote support features, works really well as a live chat solution and comes with a powerful knowledge base that adds a lot of value.

Cons

Even though it offers strong features and does wonders for customer care, it is not that simple to use.

“Multiple teams can access tickets”

Pros

Handling support tickets became much more effortless with it. Getting ticket updates by email and being able to reply directly there was incredibly valuable for our company. At any point, multiple team members could jump into the same ticket, add notes or background details and attach files which really helped us stay on top of everything.

Cons

The metrics still need some improvement when it comes to clearly showing the workload assigned to each individual user. It was hard to quickly tell how many tickets a PM or support manager had closed or responded to at a glance.

“Quick integrations”

Pros

Getting it integrated was quick and simple and the IT academy service guided me through setting up the entire ticketing system without needing any help from our IT team.

Cons

As mentioned, the permission settings for customers and companies in the knowledge base could be more refined and detailed since the current options feel fairly limited. On top of that, the maximum file upload size really should be increased.

“Tickets get misplaced”

Pros

The interface feels like a breath of fresh air. It's very user-friendly so my team can move through tickets, customer details and the different features without much hassle.

Cons

tickets would often end up misplaced or disappear from the system altogether which frustrated customers and hurt the quality of our service.

“uncluttered interface”

Pros

Set up was quick and the interface is uncluttered. It has made customer support much more efficient and effective overall. The chatbot, ticketing system and time tracking features have been especially helpful and have made a big difference.

Cons

One part that can be a little confusing at times is the ticket status setup within the ticketing feature. For example, if I need to pass a ticket to a colleague, I have to remember to change the status to "open" first. If I don't, my colleague won't be able to view it.

“Has been a huge help”

Pros

It helps me a lot with my work and makes the whole process much more manageable.

Cons

Customer support can be slow and when someone is new to the platform, it can feel difficult to use at the beginning.

“Easy to use”

Pros

The product is very easy to use. Projects load and are displayed quickly regardless of their size and as a messaging app it feels very fluid, with well-defined and clear notifications.

Cons

The app offers limited customization and I would have liked a bit more freedom in that area.

“Keeps everyone connected”

Pros

It keeps everyone connected really well and the customer service desk is phenomenal. It brings communication together in one place and handles issues across different channels very effectively. The features are on another level and make the whole platform stand out.

Cons

Getting in touch with their support team is simple and timely whenever help is needed. It also lets you automate workflows without any trouble at all. I honestly don't have any complaints.

“Makes sense”

Pros

Easy to manage and it made sense almost immediately from day one. It's also very lightweight so everything runs quickly which helps our team work faster and more reliably. After learning the workflow, you can handle nearly every case with just a few keyboard buttons which makes daily use very efficient.

Cons

Any time there's a maintenance problem and the system crashes, there's no notice explaining why it's happening or how long the downtime is expected to last. The Freshchat mobile app also crashes repeatedly for no clear reason and since it doesn't show any error code, troubleshooting the issue is really difficult. On top of that, support for the app has been very poor, they either take far too long to reply or don't respond at all and when they finally do, the answers often feel bot-generated and end up pointing you back to support anyway.

“Dependable and secure platform”

Pros

Its connectivity is on a whole different level when it comes to reliability. That makes it a very secure tool you can truly count on. The flexibility also extends across just about any industry and business size. I'm genuinely proud to use it and manage it as an administrator.

Cons

Honestly, there's nothing I dislike about it. Every feature has been impressive and I really have no complaints.

“Offers personalization”

Pros

Implementation didnt take much time because the interface is simple to learn. It also offers some nice personalization like theme changes and notification sounds. The tagging feature is especially useful and makes ticket handling much more organized. Adding new agents to the helpdesk is simple and even creating an account is quick and hassle-free.

Cons

It does miss a few features that some other helpdesk platforms provide. On top of that, the customization options for the interface and overall functionality still feel somewhat limited.

“Impressive feature set”

Pros

The feature that impressed me the most is the one that generates tickets.

Cons

It's a complete piece of software overall, the only downside for me is that the cost is a bit high.

“Crucial part of our setup”

Pros

Right from the start, the interface and the way everything is organized make this a perfect tool for managing and resolving customer questions through email. It has become an essential part of our office setup because it keeps all customer inquiries together in one place.

Cons

Since it works so well for handling customer inquiries, I really do not have any complaints about it. The only thing I would add is an option to log in using a mobile phone number.

“Dynamic tool”

Pros

Handling support tickets is where this platform really delivers. The interface is user-friendly and the way it generates and receives information feels clear and dynamic. It also offers solid overall usability though the storage capacity and how far the platform can be used are somewhat limited.

Cons

Its biggest issue is how slow it can be to launch. Frequent service interruptions have also delayed response times. On top of that, the failure notification automation needs to be kept more up to date.