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

“Social support all in one”

Pros

With it, you no longer need to manage all your social networks separately because everything is handled in one place.

Cons

I haven't run into any drawbacks with it.

“Handy live chat and tickets”

Pros

The live chat has been really useful and creating tickets or pulling them up later is very simple.

Cons

At the time, there wasn't a way to connect multiple cases to one call which was limiting since merging cases wasn't always the right option.

“Excellent multichannel support”

Pros

I've had a really positive experience with Freshdesk especially with how proactive the team is when reaching out. The live chat and support chat work very well and the WhatsApp integration is a big plus. It's also helpful that the data is available when needed and having a mobile app makes it much more convenient to stay on top of things.

Cons

The only downside I've noticed is that the dashboard and pulling data can take quite a bit of time.

“Fast setup and generous trial”

Pros

It's quick, simple to use for basic functions and the trial version is quite generous.

Cons

Some features are a bit tricky to set up or place correctly.

“Better ticket visibility and control”

Pros

Keeping ticket volume balanced across my agents became much easier with Freshdesk. It has also been very useful for tracking SLA time reports, seeing how long each ticket stayed open, who handled it and the level of customer satisfaction afterward.

Cons

The support they offer feels limited and it is not available in Spanish which is my native language.

“Freshdesk boosted my business”

Pros

Running my construction business felt impressive at first but once I was introduced to Freshdesk, I realized how many gaps and errors I had been missing. It helped me make sense of things I couldn't understand before and it also made it much clearer for my customers to know what was happening and what was needed. Freshdesk really supports you and I believe it can help any business become more professional. All I can say is thank you, Freshdesk. I highly recommend it.

Cons

Honestly, the only thing I like least about Freshdesk is that I didn't know about it when I first started my business. I missed out on a lot of products, a lot of jobs and probably could have had more people working for me if I had known earlier how to schedule properly and keep track of everyone's work and where I had sent them. Other than discovering it too late, there's really nothing I dislike about Freshdesk. Give it a try, I highly recommend it if you want to improve your business and make more money.

“Real-time tracking and ticket control”

Pros

Assigning tickets is very convenient and I can see my pending cases in real time which helps me stay on top of what still needs attention. The chart that shows whether follow-ups are increasing or decreasing is also very useful. On top of that, being able to organize tickets by user and view the total number of them makes the whole workflow much more manageable.

Cons

One thing that comes up often is needing to set up my dashboard so it shows a specific user by default but that option is not available. I have to go through the group first and then manually choose the user. Also, downloading information is important for my work and that process is not very user-friendly. It takes some time and a bit of trial and error to finally export exactly what I need.

“Faster responses, happier customers”

Pros

Customer questions are getting answered much faster now and the team is handling them more effectively. The interface is user-friendly which helps agents reply to customers quickly without a lot of friction. Because of that, our support workflow feels more organized, response times have improved and overall customer satisfaction has gone up.

Cons

It offers a lot of features but there are still a few areas where it could be improved. One of the biggest issues is the pricing setup. The structure can feel complicated and a bit confusing especially for newer businesses that are working with tighter budgets and fewer resources.

“Top-tier support transformation”

Pros

There were quite a few times before we adopted it when customer questions either slipped through the cracks or sat unanswered. Bringing this in was a major step forward for us especially with automated reminders and the ability to assign priority levels to support tickets. Since then, our customer support has improved significantly and now feels like one of the strongest in our industry.

Cons

Honestly, I do not have any real complaints at the moment because the platform has been excellent for us. If I had to suggest one improvement, it would be adding more payment options.

“Versatile support channels”

Pros

Freshdesk covers a broad set of essential support services, including live chat, email, phone and social media channels which makes it really useful for handling customer communication in one place.

Cons

From my perspective, the pricing felt a bit too high for individual agents and users and the platform also seemed somewhat limited when it came to custom features.

“Quick setup and very useful”

Pros

A really good application that's simple to implement and start using.

Cons

It just needs some improvement in the ticketing system and that would make it even better.

“Unmatched flexibility”

Pros

It has given me a lot more flexibility in the way I work.

Cons

The design isn't really the strongest part but that matters less to me because the service itself is much better and that's what really counts.

“Fantastic admin controls”

Pros

My favorite part is the administrative setup. It gives you detailed control over a lot of features without feeling too complicated or overwhelming. Setting up rules for incoming tickets is user-friendly and the initial integration process was simple from the start.

Cons

Can't think of any downsides. The service and feature set go far beyond what I'd expect from a product that offers a free tier with this much included.

“Fast rollout and powerful automation”

Pros

Getting it up and running across our organization happened quickly and we were able to configure plenty of automated ticket-response workflows that ended up saving a lot of valuable time for every team involved.

Cons

The dashboard took a while to get used to and it wasn't immediately obvious where all the platform's features were. More in-depth onboarding or training for new users would help address that.

“Convenient for sharing files”

Pros

Using this has made live chatting with everyone I need much more convenient especially when I need to share data and different files in general.

Cons

I honestly don't have anything negative to point out because I really liked this software and feel that many people should be using it too.

“Plenty of documentation”

Pros

It's very simple to use for both support agents and customers. The interface feels user-friendly, stays well organized and there's plenty of documentation available to help users get started quickly.

Cons

Customization can be challenging. If you need to adjust it beyond what's included by default, it can be a bit hard to do. The documentation is not always clear and finding the support you need can sometimes be difficult.

“Clear layout”

Pros

The layout is simple and getting to both the Knowledge Base and support tickets is very convenient.

Cons

At this point, I haven't come across any downsides.

“Visually pleasant interface”

Pros

It is very user-friendly and you can get accurate data from the tasks or interactions you're handling. The interface is also visually pleasant which makes working in the platform more comfortable.

Cons

when you request a report, in some cases it gets sent as a CSV file by email instead of letting you view the full details directly within the platform.

“Lets us capture support tickets from multiple channels”

Pros

This tool lets us capture, track and manage support tickets from multiple channels like email, phone calls, live chat and social media. The interface is user-friendly, it connects well with popular tools such as CRM systems and live chat and it scales nicely for growing businesses.

Cons

Some advanced features can be complicated to set up, the higher-tier plans can get expensive and customization on the customer-facing interface is somewhat limited.

“Handy ticket tracking in teams”

Pros

Easy to use for both end users and admins. The Teams app is especially useful because it helps us stay on top of tickets without needing to remain logged in all the time.

Cons

The notifications need a bit of management. It's easy to get overwhelmed especially with the constant alerts for things like new product features.