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

“All conversations in one place”

Pros

I really loved how it brings all conversations and sent messages together in one place.

Cons

The overall look of the platform may just be part of its intended design.

“focused ticketing with Freshdesk”

Pros

It keeps things simple without feeling overloaded with features that never get used. It's simple to manage and stays focused on what actually matters.

Cons

It would be nice to have Jira integration but since it competes with Jira Service Desk, that probably isn't going to happen.

“Clean layout with powerful options”

Pros

Freshdesk keeps everything in a simple, clean view while still offering plenty of options and customizable fields. It feels very user-friendly and doesn't take much effort to navigate.

Cons

One part that could be better is how signatures are created. It would be much more convenient if the signature image could just be copied and pasted directly into the box.

“Faster replies with smart automations”

Pros

Having canned responses made a big difference for our organization because we could prepare draft answers for common questions and improve our response times even more. The automations and rules are also really helpful especially for setting things up so that if X happens, Y follows automatically. On top of that, the option to create tickets directly from an email address on our domain was incredibly useful and gave our members a more personal-feeling response.

Cons

We did run into some difficulty when trying to reach customer support about a billing question. Getting help with the system is not always simple which feels a little ironic considering the type of product it is. For the most part it's

“high quality product”

Pros

It's simple to use, the quality is excellent and the price stays reasonable.

Cons

It's also simple to work with and the audio feels soft while still maintaining strong quality.

“Time-saving automation”

Pros

Using it has been a big help when it comes to automation. It saves us a lot of time by handling repetitive daily tasks automatically. It also makes it much easier to manage user queries across phone, chat, email and other channels in one place. The interface is really well designed which makes it convenient for customers to use without much trouble. On top of that, it supports integrations with other applications, including e-commerce platforms and CRM systems which makes the whole workflow more connected.

Cons

At times, the tool experiences downtime and that affects our work.

“Convenient to monitor support cases”

Pros

Handling and monitoring support cases has been really convenient and the ticketing system works smoothly for keeping everything organized.

Cons

Spam filtering still needs more attention and there are bugs related to spammed tickets that should be addressed.

“Comes with a lot of useful features”

Pros

It has been pretty simple and it comes with a lot of useful features that make it simple to connect with people and resolve their queries efficiently.

Cons

Having a feature that lets us send images as well would be nice since that would help explain things more clearly and avoid confusion.

“strong automation features”

Pros

Comes with a ton of strong automation features that make ticket management much easier. Canned responses and workflow automation help handle multiple tickets at the same time which saves a lot of effort. It really feels like one of the best ticketing systems available right now.

Cons

The interface can take a little time to get used to at first. There's a lot happening on the screen although that actually becomes helpful once you're familiar with where everything is.

“Brilliant tool for monitoring incoming tickets”

Pros

It has been one of the better ticketing tools to use for handling and monitoring incoming tickets. The interface is user-friendly and the dashboard visuals are clear and simple to understand.

Cons

Its AMC is a bit expensive when compared with other similar ticketing tool products.

“Excellent ticketing experience”

Pros

The ticketing system is excellent and I really love the interface.

Cons

The identifier tool isn't very good right now and definitely needs improvement.

“Budget friendly solution”

Pros

It is a budget-friendly option that helps deliver support solutions across multiple websites and their support teams.

Cons

Upgrading is also reasonably priced and it includes a variety of separate tools while being simpler to use than many other platforms.

“Omnichannel powerhouse”

Pros

Having Freshcaller, Freshchat and everything else together in one place is a really powerful combination. The omnichannel features are the standout for me. Integration was very simple and the interface feels simple, clean and focused.

Cons

I'd still like to see integration with AI tools such as Vonage AI and ChatGPT.

“Glad with our decision”

Pros

After years of using Jira, switching over turned out to be one of our better decisions. We handle a large volume of tickets and Jira just couldn't keep up anymore, it would break regularly and the interface became more and more frustrating to work with. Once we made the move, the difference was clear. Compared with Jira in both pricing and functionality, this has been a much better deal for us. We had also lost our old wiki and needed to rebuild from scratch so setting up a new one was part of the transition. Having the ticketing system, live chat, email and a full knowledge base all in one place has been incredibly useful for our support team.

Cons

Honestly, I don't have any complaints about it. It has gone well beyond what we expected from a support desk platform and because of that, I'm planning to look into their other products as well.

“Keeps me updated on tasks”

Pros

Getting started with the product was simple and using it day to day feels very user-friendly. One thing I really appreciate is how it keeps me updated on tasks and sends reminders for anything that still needs to be done. It also lets me monitor how long we're taking to resolve client issues which is a helpful indicator of the quality of our customer service. Another standout is the strong search functionality in the Solutions Center which we rely on heavily for documentation and as an internal wiki.

Cons

We did run into some trouble when trying to integrate it with Monday.com. The mobile app can also be a bit delayed at times.

“Can set up custom rules”

Pros

Ticket handling and workflow automation have been the standout parts for me. Setting up custom rules based on specific ticket details is pretty simple and it helps route tickets to the right reps according to their product expertise and skill set.

Cons

The area that still needs work is integration with other apps and platforms. I rely on Salesforce every day and expected the connection to be better but it has not been very efficient. On top of that some tickets were not syncing into Salesforce at all which meant I had to manually search for customers there just to review their historical information.

“Easier to set up than other CRM platforms”

Pros

It brings several useful tools together and keeps everything simple to handle. Having email, chat and calls all in one place is a big plus. It also feels less complicated and much easier to set up than other CRM platforms.

Cons

Over time, quite a few bugs have shown up and there are moments when older emails cannot be found for reasons that do not seem to be related to archiving.

“Works perfectly with our tools”

Pros

Using it has been very easy and it integrates really well with the rest of our software.

Cons

We haven't run into any issues with the way we use it. It performs well and lets us attach emails to jobs so everything has been working just fine.

“Works fine for me”

Pros

The ticketing system works really well and the email updates whenever the ticket is reassigned to another operator are very useful. It's also helpful to see an icon when a colleague is viewing the same ticket and the support from the Freshworks team has been very good whenever help is needed.

Cons

I don't care for the error message. I'd also appreciate having more flexibility with incoming emails within a ticket.

“Regular new features”

Pros

The automation tools really help improve helpdesk performance and the support team from India has been reliable. It's also nice to see new features being added quite regularly.

Cons

The lower-cost plans are fairly limited when it comes to features and there are also a few small usability issues here and there.