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

“All tools for service ticket management and help desk”

Pros

In my experience Freshdesk provides all the necessary tools for efficient service ticket management and help desk operations. It has helped me save valuable time in handling tickets and streamlining the flow of work orders. Closing tickets has become much easier with the software's userfriendly features. Additionally Freshdesk offers a good range of features at competitive pricing making it a costeffective solution.

Cons

While Freshdesk has proven to be a valuable tool I must admit that the initial implementation process was not as userfriendly as expected. It would greatly benefit new users to have better training videos available during the onboarding process. Improved onboarding resources can enhance the overall experience and ensure a smoother transition for new users.

“Quite powerful CRM for Email Management but still Improving”

Pros

Freshdesk has proven to be a powerful CRM solution for managing email interactions. The system's rules and functionalities make it a robust tool for effective email management. It offers ease of use for basic actions and the ability to set rules that enhance its overall functionality. With Freshdesk our company can efficiently handle distribution lists with high email volumes and effectively balance the workload among our departments. The software also maintains a comprehensive record of all email correspondence including the actions taken and the responsible users or rules.

Cons

While Freshdesk is generally a good system there is room for improvement. It can become slightly complicated when multiple departments within our organization use Freshdesk together. For instance when another department is added to a ticket it doesn't create a new ticket for that department automatically. Instead we have to flip the ticket or go through parentchild ticketing which can be confusing for users who are not technologically savvy. This aspect could be made more intuitive and userfriendly to enhance the overall experience.

“A Complete Customer Service Solution”

Pros

Freshdesk has proven to be an invaluable tool for efficiently managing customer service requests. Its comprehensive feature set including multichannel support automation and reporting has greatly enhanced our customer service operations. Freshdesk's flexibility allows us to customize the platform to meet our specific needs ensuring a tailored solution for our company.

Cons

While Freshdesk performs admirably in most aspects there are a couple of areas where it can be improved. At times the software can be a bit slow which can affect productivity. Additionally better integration capabilities with other programs would be beneficial for seamless workflow and data sharing.

“Implementing Freshdesk for Customer Support”

Pros

Freshdesk has greatly enhanced our customer support processes enabling us to manage support requests more effectively. The platform's userfriendly interface has reduced response times and improved overall customer satisfaction. With its wide range of features such as automation ticket management and reporting Freshdesk allows us to streamline our support procedures. The platform's flexibility in integrating with various technologies including CRM platforms and social media sites makes it a suitable choice for businesses of all sizes.

Cons

While Freshdesk excels as a customer support tool it does have a few drawbacks. Firstly the cost may be a concern especially for larger companies dealing with a high volume of customer service inquiries. Secondly some users may find the software's workflow and user interface to be too basic lacking some of the advanced features found in other customer support systems. As Freshdesk is a cloudbased application data security and privacy can be a potential issue particularly for companies operating in regulated industries or handling sensitive client data.

“Feature-packed and budget-friendly”

Pros

It is pretty simple because the interface is easy to understand, even for someone who hasn't used support software before. It also does a solid job with automation, handling tasks like ticket creation, routing and other customer service workflows so the team can focus more on helping customers instead of managing queues. The reporting tools are another strong point, offering detailed visibility into customer engagement trends, recurring issues, agent productivity, response times and more which makes it easier to spot where improvements are needed. On top of that, there are lots of integration choices available through the App Marketplace and API library, giving it a level of flexibility and customization that many other support platforms don't offer. The pricing is also very appealing since the plans include plenty of features while still being cost-effective making it a strong option for both small businesses and larger companies.

Cons

Compared with many other CRMs on the market, It is cost-effective and comes with flexible pricing plans. It also allows multiple users on one account without charging extra which adds even more value.

“Valuable tool for SMEs”

Pros

Plenty of small and medium-sized businesses can really benefit from this platform. Whenever an issue came up, the customer support team was excellent and consistently helpful. Overall, we were happy with it throughout the time we used it. We mainly chose the ticketing system to handle support and it served that purpose well.

Cons

At times, connecting the new system with an older one can be a bit challenging and certain features such as ticket forms, offer somewhat limited customization. The reporting options are also fairly limited.

“Diligent support team”

Pros

I like this platform because it's flexible, simple to work with and connects smoothly with our existing systems. The interface feels very user-friendly so day-to-day tasks are simple and whenever something comes up, their customer support has been dependable and usually answers our tickets within 24 hours.

Cons

There are times when the platform feels a little slow and the integrations with some other programs could be stronger. That said, its powerful reporting and analytics features give teams a better way to track support metrics and make more accurate data-driven decisions.

“Lets us choose different notification sounds”

Pros

It lets me choose different notification sounds for incoming support tickets which is really useful and makes it easier to notice new requests right away.

Cons

I don't have any complaints. It's very user-friendly and simple enough that even a child could use it.

“Useful integrations with Salesforce and Slack”

Pros

This is a feature-packed platform that gives me all the tools I need to deliver excellent customer service, including advanced workflow automation. It also connects very simply with other Freshworks products and the app marketplace provides plenty of integration options with widely used tools like Salesforce and Slack.

Cons

Even though it is excellent customer support software, there are still a few downsides to keep in mind. The biggest one is the lack of SMS and Instagram integration which can be restrictive for businesses that depend on those channels to communicate with customers.

“Incredible product for handling customer requests”

Pros

It has been an excellent tool for managing customers, handling service requests and keeping track of the tasks that need to be completed. Our corporation uses it regularly and it has done a very good job of helping organize the company's work efficiently.

Cons

The interface could use an update to feel more modern and user-friendly.

“Top choice”

Pros

It's the best tool I've used so far for handling email questions and replies. Every feature has been useful but the remote access option stands out the most to me.

Cons

There is a lack of explanatory content showing how the tools work.

“Around the clock support”

Pros

Freshdesk has been one of the better customer support platforms I've used. Getting started was simple and the interface felt user-friendly right away so setting up my account and navigating the system didn't take much effort. Its omnichannel setup made a big difference because I could manage requests from email, web, phone, chat and social media all in one place. The automation tools were also really useful for cutting out repetitive work which helped me stay more productive and spend more time on actually delivering quality support. On top of that, the integrations with 500+ apps in the marketplace, including Salesforce, Jira, WordPress and Shopify, gave me a lot more flexibility and improved what I could do with my support workflow. Another big plus was the 24/7 support which meant I could get help whenever I needed it and keep my customer service running at a high level.

Cons

That said, it still has a few downsides. One of the biggest issues is its reporting which feels somewhat limited. There are reporting options available but the level of detail isn't always enough for what I need. Pricing is another concern. While it may cost less than some competing customer support tools, it can still become expensive for bigger teams or larger organizations. On top of that some of the more advanced features that are especially useful for larger businesses are locked behind the higher-tier plans which makes the overall cost climb even more.

“Ensures effective collaboration”

Pros

This has been an excellent tool for handling tickets and collaborating with my team more effectively. I really enjoyed the user-friendly interface and the option to customize certain features through the available apps made it even more useful.

Cons

The solution generator feels complex at times especially when it came to formatting footnotes.

“Monitors SLAs on tickets”

Pros

We use it to manage tickets and keep track of SLAs across all of them. The workflow automation also helps route each ticket to the right agent which makes the whole assignment process much easier.

Cons

Support assistance still needs improvement when issues or questions come up. I ran into problems several times and didn't receive the right help in time.

“customizable workflow”

Pros

Getting around it is pretty simple. It offers multi-channel support, the workflow can be customized to fit different needs and it also connects with other tools when needed.

Cons

The pricing feels a bit on the higher side. Third-party integrations are somewhat limited and the branding options could use more flexibility.

“We use it to support customers”

Pros

Running our ticketing system through it has been really effective for us. We use it to support customers, manage tickets and keep track of reports and it performs incredibly well. It comes with a wide range of features and controls that make the platform feel distinctive and very capable. It's something our team relies on heavily.

Cons

text search can be better. It would also help if the platform made onboarding clearer for new users because the way it works isn't very obvious at first and we usually have to spend time explaining it to them.

“handy templates”

Pros

Templates really simplify my workflow and the system feels very responsive and quick. The activity history is also useful to have.

Cons

The interface feels quite dull and old-fashioned. Also, if you're using Kukkoo for call management, refreshing the page disconnects the call which makes working in the system a frustrating experience.

“Free plan with strong CRM integrations”

Pros

It works with a lot of CRM systems and the free version lets you manage and use all the main features without major limitations.

Cons

The free plan already includes almost everything but if you want to move to a paid version for more optimized management, the cost becomes quite high. The jump from paying nothing to paying nearly 10 euros per month per user feels too steep especially since the free version allows unlimited users at no cost.

“Helpful for customer service”

Pros

helps me handle interactions with customers who use my company's services.

Cons

If I had to point out something, it would be related to the app's overall structure.

“Fantastic multichannel support”

Pros

The interface is very user-friendly which makes daily tasks easier to manage. It also handles multichannel support really well and the multiple integrations add a lot of value when connecting it with other tools.

Cons

The customization options feel a bit limited in some areas and getting fully comfortable with all the features can take time because there is a fairly steep learning curve.