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

“Forwarded email tracking is brilliant”

Pros

A feature I rely on constantly is forwarding emails into the Helpdesk. It correctly detects that the message was forwarded and keeps the client listed as the original sender instead of tagging me as the emailer. None of the other systems I've tested handled this properly and it's easily the feature I use the most and wouldn't want to work without.

Cons

The free plan is fairly limited when it comes to features but that's pretty much what you'd expect from a no-cost option.

“Easy to find tickets”

Pros

It is not difficult to set up and the platform is simple to understand. It's also convenient to find support tickets quickly since the filters and ticket search work well. Having personalized messages for ticket receipt and follow-up is something I really appreciate too.

Cons

The section that shows the conversation between the requester and the agent could be improved. It's not very comfortable to read because the exchanges are not clearly separated from one another.

“Useful ticket search”

Pros

Freshdesk has a very user-friendly interface and the ticket search by ticket number is especially useful. It's simple to send new emails, create new tickets, add notes to tickets that are already being worked on and assign cases to coworkers without any confusion.

Cons

At times, the interface tends to freeze after using it for a long period especially when I'm working from home or connected to home Wi-Fi. When that happens, I usually have to log out and sign back in to get it working properly again.

“Poor technical support”

Pros

Getting started with the platform is very simple so there is no need for extra training or prior knowledge. You can explore it on your own and it adjusts very well to the way the user works.

Cons

The technical support is really disappointing. Whenever something needs to be resolved, it takes more than 24 hours to get a response, when it should be much faster to avoid slowing down the work.

“Versatile tool”

Pros

Managing everything with this software feels very simple and the fact that it works across many platforms at the same time makes it feel polished and flexible for different users, no matter which platform they are on.

Cons

There are no real downsides to mention. It does what it was built to do although there is still some room for improvement overall.

“strengthens communication”

Pros

It has been an excellent tool for strengthening communication. It has helped us connect with and support our clients quickly and professionally. One thing we've really appreciated is how much the product has evolved since we first adopted it, they keep releasing new features that genuinely support our organization's growth. The interface also gives our customers a very professional impression and it makes communication with them much simpler. On top of that, it includes useful functionality for running customer campaigns and offers a very affordable help center tool.

Cons

If there's one part we've liked the least, it's the pricing of the plans. It would be better if they offered more affordable options for smaller or growing organizations especially since the platform has everything needed to help a business grow through efficient remote communication with customers.

“User-friendly across the board”

Pros

Its very user-friendly across the board, whether it's being used by frontline contact center agents handling customer service or by managers and admins who need quality, detailed reporting. The customer touchpoints are also simple to navigate which helps create a better overall customer experience.

Cons

Not much to complain about overall, just a few minor issues here and there.

“Interface feels logical”

Pros

Getting around the platform usually feels very natural and user-friendly. The layout is clear and reaching the tools you need is generally simple so both agents and admins can get comfortable with it quickly and use it effectively. It also does a solid job with ticket management. Having customer support requests from different channels organized in one central place makes tracking and handling them much more efficient. Tools like ticket assignment, categorization and prioritization help keep the workflow organized and make it easier to respond on time.

Cons

Pricing model is a concern especially for companies with bigger support teams or a high volume of tickets. The cost can feel fairly steep compared with other customer support platforms, particularly once extra features or add-ons are needed. Another downside is the limited customization. There could be more flexibility to adapt the software to specific needs, whether that means adjusting the interface more extensively or building more advanced automation workflows.

“works as an ITSM tool”

Pros

It works as an ITSM tool that fully supports ITIL and covers the entire 360-degree SDLC really well. It helps track a product properly from the initial stage through development and all the way to support which makes the whole lifecycle much easier to manage.

Cons

The CRM integration could be simpler to work with.

“Support features that improve customer experience”

Pros

Using it has made customer support much more effective for me, helping businesses handle and resolve customer issues and questions efficiently. It also gave me access to several useful features that improve the customer experience such as the ticketing system, knowledge base, live chat, task automation and integration with other business tools.

Cons

I still think the rollout is difficult and training employees to use the app can be challenging.

“Boosts productivity”

Pros

It's a very effective application that helps a lot with productivity and it's also quite flexible.

Cons

The user interface still needs some improvement and should continue to evolve.

“Simple to figure out”

Pros

Pretty user-friendly and simple to use and it also aligns well with ITIL recommendations.

Cons

The Reporting and Analytics side has some limitations and is missing more dynamic reporting attributes.

“Fast performance”

Pros

It runs quickly and doesn't use as much internet bandwidth as other programs which is a big plus.

Cons

At the same time, it feels a bit complicated in places and some parts could definitely be simplified.

“Poor knowledge base frontend”

Pros

Compared with competitors like Zendesk, Freshdesk is more affordable. It also comes with a solid range of features and the live chat widgets are helpful and fairly simple to set up.

Cons

Where it really falls short is the frontend of the knowledge base site. The HTML templates feel extremely outdated, even including CSS for Internet Explorer 6. I really wish the available templates were built in a more modern way, using CSS custom properties so customization would be quicker, simpler and better overall for users. That would also make it much easier to add a dark mode to the site.

“lightning-fast support”

Pros

For once, I really have nothing to complain about. It's user-friendly, the knowledge base makes it possible to find answers to customer complaints very quickly and everything feels fast and fluid. Updates happen instantly and the notifications help save time instead of letting things slip through the cracks.

Cons

If I really had to point out one flaw, I'd say the design could be a bit better but that's not the main thing you expect from this kind of tool.

“Dependable ticket tracking”

Pros

Keeping track of every issue raised through the IT ticketing tool has been very effective with the ticketing system.

Cons

A few reports are still missing and not available yet.

“Fast support and ticket handling”

Pros

The customer support has been excellent and tickets get resolved quickly.

Cons

The interface wasn't very user-friendly and the screen layout could have been designed better.

“Handles high-volume support well”

Pros

Freshdesk has been performing reliably for us, even at scale. We handle around 4,000 incoming emails a day and it keeps up without any problems. The scenario automation feature is also simple to configure and feels fairly user-friendly to use.

Cons

Reporting is where it falls short. The analytics are difficult to make sense of and there is very little documentation to help clarify things. On top of that, the support articles are generally outdated which makes getting started as an admin much more challenging.

“Reliable support fit”

Pros

Freshdesk has worked really well for everything I need. I've used it at two different companies and in both cases it matched our requirements and has been a big help to the team. It's user-friendly and doesn't take long to get up and running.

Cons

The newer analytics suite has been a letdown compared with the reporting tools they offered before. The data is frequently inaccurate which makes it hard to rely on.

“Omnichannel visibility that delivers”

Pros

Freshdesk gives us a complete digital presence for our customers across the board. We use its omnichannel setup to support clients through tickets, phone, live chat and chatbot and it helps us keep a wider view of the customer experience at every touchpoint.

Cons

Finding certain settings again can be frustrating at times and it sometimes takes quite a bit of searching.