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

“Polished user experience”

Pros

Having a hosted system is a big advantage because we do not have to manage any infrastructure ourselves. It has also been very dependable, with no issues around the system being unavailable to either coworkers or clients. On the user side, the experience feels polished as well. Clients have mentioned that it is very simple to open cases, receive updates and keep track of the status of all their tickets. From the support team's side, it is well equipped for the full range of tasks that support professionals handle every day. It really feels like the team behind the user experience spent a lot of time talking with support users when designing it.

Cons

The ecosystem around it is still somewhat limited at this stage. Some of the core applications offer integrations but not all of them do. You also need to carefully review the list of currently available integrations to make sure the ones you are planning to use will actually be fairly simple to implement.

“Ideal for small teams”

Pros

We used it as our ITSM tool. Deployment and configuration were simple which makes it a very good fit for small to mid-sized companies.

Cons

If your needs include more advanced automation, deeper integrations or orchestration, you may have to move to a more advanced tool.

“Handy ticket tracking and surveys”

Pros

The customer ticketing rules work well, the survey flow is useful and having a full record of every ticket helps a lot. It also does a good job of managing users through client login.

Cons

Customization still feels a bit limited and not quite where it should be. Another annoyance is that tickets sometimes reopen when someone simply replies with a thank-you.

“Superb time tracking tools”

Pros

The SLA management and time tracking features have been really useful and work well for keeping support tasks organized.

Cons

The part I'm least satisfied with is the widget customization and I'd also like to see better multi-channel support.

“Necessary for our monthly evaluations”

Pros

Being able to manage tickets and pull information reports is the most valuable part especially since we do monthly evaluations to review how much work has been generated.

Cons

Honestly, there hasn't been any feature that has failed so far. If anything, notifications could be improved with a pop-up in the middle of the screen that takes you straight to the ticket when clicked, instead of only refreshing the list.

“Custom ticket designs”

Pros

Ability to customize the ticket editing was the part I appreciated most. I could create and arrange my tickets on my own without needing extra help which was really nice to have. I'm looking forward to building out more ticket designs and exploring more of the features that support that. I also really enjoyed the organization tools since they make everything very simple to access. While using it, I always feel like I know where everything is and I never worry about losing anything or struggling to find what I need.

Cons

The only part I liked less was the occasional slow speed while navigating around the platform. It didn't happen often but when it did, I sometimes had to wait about 5 to 10 minutes for things to load. I tested other websites, restarted my Wi-Fi and even switched to a different connection but I still ran into the same slowdown. Since it was a very rare issue, it wasn't something that concerned me too much.

“Helps us stay productive”

Pros

Across our sales and customer service teams, it has become the one platform we rely on to manage customer requests, provide support and resolve issues. The interface is very user-friendly which makes daily work simpler and helps us stay more productive and efficient.

Cons

It lets us quickly find customers who are having problems and prioritize the most urgent requests first. We can also organize tickets either in chronological order or by priority and it supports integrating other communication channels into the platform so we can handle conversations with all customers from a single piece of software.

“Automates most of the tasks”

Pros

It lets me schedule tasks for whenever I'm free and it automates everything from customer emails to chat conversations which gives me more time to focus on other work.

Cons

Some of the features feel a bit complex so it's not very beginner-friendly at first. The pricing also feels slightly expensive when compared with other similar tools.

“Simple to adopt and train”

Pros

The user-friendly interface makes it simple for teams to adopt and train on and it has given us a positive response from customers.

Cons

The only part that took some work was the initial setup and adaptation but it was worth it.

“Enjoyable experience”

Pros

Our team genuinely enjoys using the software and checking the statistics is something they actually look forward to. Every email and call gets logged which makes reporting and performance tracking much more complete and useful.

Cons

The integration with Freshsales CRM feels underdeveloped which is disappointing because the two products should be able to work together smoothly.

“Has everything I need”

Pros

It really covers everything I need including simple ticket management, KPI tracking to measure each team member's performance and call integration all in one place.

Cons

Something that could be clearer is how the platform assigns recognitions to users since that part isn't explained very well.

“Covers ticketing, multichannel support, automation”

Pros

Its a full-featured customer support and helpdesk platform that covers ticketing, multichannel support, automation, a knowledge base, reporting and integrations. The interface is user-friendly and the positive feedback it gets makes it a solid fit for businesses of any size. The only potential concern is that pricing could be a bit high for smaller companies.

Cons

I haven't run into any issues.

“Helpful email notifications”

Pros

Logging tickets is simple and I receive email notifications whenever there's an update to a ticket I've submitted.

Cons

The homepage can feel a little complicated for new users at first.

“Appreciate the live chat feature”

Pros

I love the live chat feature. It lets users communicate easily and even add presentations which is really important for business-minded people like me.

Cons

The email feature is the part I don't enjoy using. Every time I click the send button, it just doesn't work.

“Nice helpdesk solution”

Pros

It has been an excellent helpdesk solution for our business. The features make a real difference especially the user-friendly ticketing system and the automation tools. It has helped make our customer support workflow more efficient and much more organized.

Cons

Even though the software is very good overall, there are still a couple of areas that could be better. Some advanced reporting features were missing which made it harder to get deeper insights into our support operations. On top of that, the initial setup took some extra help to properly integrate with our existing business processes.

“Live chat keeps everything connected”

Pros

Using this app, I can chat with customers live and see all the related tasks in one place which makes it really convenient to manage conversations and follow up.

Cons

Everything has been working well so far and I haven't run into any errors with the features.

“full-featured ticket management”

Pros

it really shines with its well structured interface, full-featured ticket management, automation tools, strong collaboration features, multichannel support solid reporting, flexible customization and the added benefit of a knowledge base.

Cons

Some common concerns users mention are the pricing, a certain level of complexity, the learning curve, limited options for customizing reports and a few integration restrictions.

“Amazing automated ticketing system”

Pros

Freshdesk's automated ticketing system has been the best part for me and it really does a good job.

Cons

At the same time, the user interface can feel a little hard to navigate.

“Flexible features and solid value”

Pros

It offers flexible functionality, a cost-effective setup and a more organized way of handling support.

Cons

Even though it delivers good value for the price some users may still see it as a little expensive compared with other options.

“User-friendly nature”

Pros

I appreciated how user-friendly it is. It makes communicating with users simple and helps deliver a really positive customer experience.

Cons

it can sometimes be slow to act and respond.