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

“Keeps record of customer questions”

Pros

It helps us keep a clear record of customer questions and issues which is really useful for tracking interactions over time. It also supports our customer service audits and SLA reviews, giving us a better chance to improve both areas. Also, the ticket management tools let us handle customer concerns faster and in a more organized way.

Cons

Something that needs attention is the ability to send messages from another person's email address. That kind of access should be more limited. Also, searching through the saved response templates is no longer available so now I have to move page by page which makes the process slower.

“capable helpdesk”

Pros

The helpdesk side is very capable especially the ticketing system and how easily it integrates with other tools.

Cons

Freshcaller performs quite poorly as a call center solution in the African region.

“I enjoy using it”

Pros

I like using it because the interface feels user-friendly and my IT team can customize it in a way that helps walk me through describing the issue I'm having. It also connects directly with my email and I appreciate being able to track my ticket in real time.

Cons

At the moment I don't have any complaints.

“Feels comfortable to use”

Pros

Handling customer tickets is very practical and the information analysis and report creation features are really useful. It also includes a scheduling panel where activities can be viewed by reference numbers, colors, time slots and categories which helps a lot with organization. The interface is simple and comfortable to use.

Cons

Not everyone has access to the program and it would be better if it supported more structured teamwork. It could also improve by allowing more functions to be automated.

“Cool AI features”

Pros

The AI features have been really helpful because they can prioritize, categorize and assign tickets to available support executives automatically which speeds up resolution time.

Cons

I haven't come across any drawbacks with this software. If I notice anything later on, I'll update my review.

“Makes life easier”

Pros

Its simple to set up and using it makes work much more manageable. It genuinely helps make life easier.

Cons

The login verification prompt is pretty annoying though. At the very least, when it's synced with MFA, it really should work more like SSO.

“Well laid out”

Pros

Getting started with it is pretty simple and the layout is simple to navigate especially for new team members. It works well across different roles, flows nicely in day-to-day use and also handles interactions with external businesses effectively. Having everything kept in one place is a big advantage compared with switching between multiple platforms.

Cons

At times it can be a bit slow and it would really help to have a way to merge CRM accounts so customer contact doesn't get missed when the same customer has multiple accounts.

“efficient support”

Pros

It is simple to use and helps our team support customers efficiently while staying on track with our SLAs. The performance reports are also really useful and give us a clear view of how we're doing.

Cons

Whats missing is the ability to capture what people are typing when they search the help desk or article library.

“Amazing automations and integrations”

Pros

The automations and integrations in the Helpdesk side of the OmniChannel are a big win. They let me add a lot of quality-of-life improvements for the team which helps them spend more time actually supporting customers instead of getting stuck in repetitive tasks and triage work.

Cons

The chat feature still feels lighter on backend automation. Labels have to be added manually and there isn't tag support which would make chat organization much better. With ChatGPT now in the mix, I'd really like to see more automated tasks added. Tags would also be a valuable extra layer for chat categorization since Labels are more broad, while tags could help define each individual chat issue more clearly.

“Powerful ITSM functionality with engaging tracking”

Pros

It was easy to set it up and the team adopted it quickly. Our IT desk really enjoys the gamification features for tracking ticket performance and it gives us the complete end-to-end ITSM functionality we need, including the visibility required for auditors.

Cons

Sometimes customer service has been a bit challenging. As we've moved into our third year, we've noticed support feeling slightly more sales-focused especially around pushing new add-on services. Hopefully that doesn't continue.

“Appreciate the omnichannel dashboard”

Pros

The omnichannel dashboard is the part I enjoy most. Everything shows up on one page, including all tickets, even international ones and I can filter exactly what I want to review, including the tickets assigned under my bucket.

Cons

I haven't run into any real downsides yet. It mostly just takes some time to explore the tool and get familiar with how everything works.

“Lets customers browse knowledge base”

Pros

Using it has been simple for both our agents and our customers. Customers can view their tickets and browse the knowledge base all in one place which makes the whole experience much more convenient.

Cons

There have been a few bugs along the way. IT support is usually proactive and quick to fix them which helps but the issues are still inconvenient when they happen. One recent bug, for example, prevented some customers from logging into the portal unless they selected the "Remember me" checkbox.

“cloud-based customer service platform”

Pros

It works really well as a cloud-based customer service platform. The interface is user-friendly and it's convenient to handle calls, chats and emails all from the same place. The reporting is very accurate and having support available through chat is helpful when something comes up. SSL encryption is also included which adds an extra layer of confidence.

Cons

Setting up the rules needed to generate reports can be complicated and a bit confusing. The dashboard is decent overall but it could use some adjustments to make it better. Another downside is that Facebook comments don't come through into chats.

“Attentive support team”

Pros

The reporting and analytics are a real advantage especially with how simple the platform is for advisors to use. On top of that, their support team has been awesome.

Cons

The integration side is weaker than other CRMs especially when it comes to connecting with third-party tools or websites.

“Great for ticket management”

Pros

Very easy to use and managing tickets with it helps keep tasks organized and completed on time.

Cons

There are still a few areas that could be better like having the ability to search for specific tickets and bulk manage those selected tickets.

“Handles tasks accurately”

Pros

It is simple to deploy and it's been very accurate in handling daily tasks and support tickets. It really helps with everyday work and the free number of licenses for SMBs is a big plus.

Cons

every login requires identity verification which can get a bit repetitive.

“User-friendly and customizable”

Pros

Freshdesk is simple to use, easy to customize and very user-friendly overall.

Cons

concierge bot is an annoyance, you have to chat with it for about a minute before reaching a real support agent although the actual customer support afterward is excellent.

“Proactive support”

Pros

Prompt customer service stands out to me. Whenever I've needed help, the team has always come back with a workable solution in less than 24 hours and that has been excellent.

Cons

There really isn't anything I dislike about it.

“Useful reminders on tickets”

Pros

Keeping up with client comments and customer information is much more manageable with this tool which helps our team reply faster whenever support is needed. It also helps us stay on top of issues by sending gentle reminders on tickets so things get resolved on time.

Cons

Over the years, we've run into quite a few problems and sometimes we can't even pull up archived emails that we know were sent. We raised this as an important issue and while their team has been responsive, the problem still hasn't been fixed.

“plenty of helpful information available”

Pros

The site feels simple and there's plenty of helpful information available when needed. I really like the ticket layout and it's a much better way to load and track incidents, projects and tasks.

Cons

price for the next tier is a little high for me.