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

“Interface makes sense”

Pros

The interface is visually clear and the way tickets are organized makes them simple for our team to manage together.

Cons

The chat could use some improvement and some of the loading times for uploaded materials on the platform should be reviewed.

“Affordable compared to other vendors”

Pros

It is a fairly simple and affordable option compared with other vendors. It works really well and it has improved a lot over time.

Cons

It could probably use a few more features that other ticket management platforms offer although that would likely come with a higher price.

“Works well for customer support activities”

Pros

Has been very simple and it works really well for customer support activities. Managing tickets is extremely simple and the reporting features are very helpful for understanding workloads, response times and related metrics. The internal notes are also excellent.

Cons

we weren't able to set up a direct workflow with our CRM so we have to use it as a separate tool and rely on copy-paste or email tracking.

“Great for monitoring SLAs”

Pros

It has been a fantastic solution for monitoring SLAs and keeping track of client communication. It does a really good job of bringing together the different contact channels customers use and the dashboards along with the SLA tracking features are especially useful.

Cons

I'm mostly trying to set things up with our company's future needs in mind. I'm still handling all of my inquiries through email so whenever I need a fix, that's usually what I rely on. Because of that, I honestly haven't had much reason to offer any constructive criticism yet.

“Centralizes support requests”

Pros

Having all support requests centralized and organized in one place is one of its biggest advantages since it makes things much easier for the customer service team to manage. It also comes with a wide range of automation tools such as automatic task assignment and detailed report generation which help the support team save time and work more efficiently.

Cons

One of the biggest downsides is that setup and customization can be a bit complicated which may lead to some downtime for users. On top of that, there can be limitations when it comes to integrating with other tools and services the company already uses. To improve it, the platform could simplify the setup and customization process. It would also be helpful to add more integration options with other tools and services. In addition, stronger automation features could help users optimize their time and efficiency even further.

“Appreciate the ease of use”

Pros

The platform is very user-friendly. It also looks polished and works reliably overall.

Cons

Using it internally with agents can be frustrating because agents can't view their own tickets if those tickets are in a group they don't belong to, unless they go through extra steps. They basically have to sign in as a user and handle it outside the agent portal, even though there's an "ALL MY TICKETS" section. Another limitation is that the Systems Administrator can't manage another user's reports, even after that person leaves the company so a support ticket has to be submitted to get it resolved. The API is also quite limited. On top of that, setting up DKIM validation and multiple domains took several attempts and help from IT before it finally worked, even though the configuration settings were correct.

“Nice mobile app”

Pros

Keeping projects on track is much quicker with this software and the interface is very simple to use. The part I appreciate most is the mobile app which makes it even more convenient.

Cons

The current features are already quite good. It's simple to use and works very fast.

“Versatile ticketing on the go”

Pros

The mobile app lets you manage support tickets from anywhere and it covers specific business needs well, including the ability to add custom fields, build custom forms and tailor the platform to fit your workflows.

Cons

customization options are limited which makes it hard to fully adapt the platform to very specific requirements. There are also slow loading times, occasional glitches and poor customer service.

“Valuable guidance by the team”

Pros

Pretty much every feature they offer has been really helpful. The best part is the support team, the guidance they provide and how kind the people are when they assist you. Freshworks clearly tries to deliver the best and that shows in how the tool keeps constantly evolving.

Cons

The APIs are not very simple to use.

“Real-time updates”

Pros

It does a really good job with ticket management especially because updates happen in real time. Adding details to a ticket and reassigning it to another agent is simple which makes daily work much more convenient. Being able to respond to tickets directly through email is also a big plus and works really well.

Cons

agents don't have a way to switch their view to see the ticket as a requester. That makes it inconvenient when trying to check how the ticket appears from the requester side since agents are stuck in the agent view instead.

“Has a lot of benefits”

Pros

Using this software has brought a lot of benefits. It helps improve customer satisfaction by making support service better and speeding up ticket resolution times. It also makes handling customer questions and requests much more efficient, supports stronger collaboration across the team, provides better customer analytics and gives the flexibility to create custom workflows and automation.

Cons

I haven't run into any major issues with it but the cost can be a downside. Even though it offers a strong product, it may be too expensive for some businesses especially enterprises. The software can also feel somewhat complex so some users may face a learning curve when getting started.

“Extremely responsive support team”

Pros

it has a very user-friendly interface that makes it simple to track both open and closed tickets. It also lets us support our customers across every channel, including social media, email, websites and SMS, all from one dashboard. On top of that, their customer support team is very responsive and always ready to assist when needed.

Cons

The reporting side could definitely be better. It isn't detailed enough and leaves out some important information. Aside from that, the other features work very well for our needs.

“Can tailor it according to our requirements”

Pros

Freshdesk has been an excellent platform for handling customer service. It has helped us manage support requests quickly and in an organized, efficient way. We've also been able to customize the system to fit our specific requirements without much trouble. The dashboard is simple to navigate and their support team has been very responsive whenever we've needed help resolving an issue.

Cons

The only drawback we've run into is the cost of the premium plans. Even though the platform is excellent, the pricing does feel a little high.

“Allows us to work remotely”

Pros

Across sales, support, delivery and management, we handle every ticket in one place which keeps each activity organized and moving toward completion. Remote access can be enabled whenever needed and tasks get updated in real time. The customer-facing chat works well and team members working remotely can manage things directly from their mobile devices. The real-time notifications are especially useful for tracking every activity as it happens.

Cons

Sharing large files with the team can be difficult and forwarding options feel limited. Also, ticket status updates sent through email support are often delayed.

“full visibility into customer issues from beginning to end”

Pros

It has been really helpful for improving our service because it highlights important integrations especially Jira which lets us handle certain tools directly from there. Ticket categorization happens automatically and right away, then each case is sent to the right department so the team can respond and resolve it quickly. It also assigns multiple tickets across teams and gives us full visibility to track any customer issue from beginning to end. Ticket escalation is reliable and precise, with different support levels designed to provide the best possible response times. Tickets can move between departments without affecting the quality of the final answer which makes the whole process feel complete and aligned with what customers expect.

Cons

core API for mass data extraction across all tickets is missing. At times, the POST API takes an absurdly long time to respond and that ends up creating delays in responses handled through the same API. The configuration and customization panels are also quite limited. Widgets do need organizing but they can only be placed on the left side and only with the default width required by the system.

“Automation tools help organize support tasks”

Pros

Right from the start, it feels easy to work with. The interface is simple to use, the automation tools help organize support tasks and the ticketing system can be customized to fit different workflows. It also connects well with a wide range of third-party apps and services and having support for multiple channels like email, phone and social media makes it very practical for handling customer communication in one place.

Cons

Some customers have reported slowness and performance issues with the system. Reporting and analytics are somewhat limited in terms of capability and certain features such as the knowledge base, can require additional setup and configuration before they work the way you want.

“Helps me coordinate with teammates”

Pros

Running work-area support through it has helped me assign, track and communicate administrative tasks with teammates, clients and collaborators much more effectively. It gives me a level of visibility and control over customer support and conflict resolution that's hard to match. For managing a large client base, it covers the essential requirements extremely well and feels like a top-tier solution. The initial setup was very user-friendly and simple and overall I've been very pleased with the product.

Cons

At the same time, the installation and rollout process felt quite confusing and wasn't handled especially well. I had to ask for a lot of assistance when integrating it with other apps and I ended up spending a lot of time correcting mistakes I made by accident. A lot of that probably could have been avoided if there had been clearer user guidance and better instructions from the start.

“Increases efficiency”

Pros

It has a clear, user-friendly interface that makes it simple to move between sections and use the different features without confusion. The ticket automation options are also very helpful for replying to customer requests faster and improving the overall efficiency of the support team. On top of that, the knowledge base and community are valuable resources when you need answers or guidance.

Cons

A few of the more advanced features require upgrading to a higher subscription plan. Customizing certain parts of the platform can also feel limited if you are not a technical user. Some integrations with other tools may also require extra setup or additional effort.

“Easy to adapt to”

Pros

Getting it up and running was simple. Customers adapt to the interface without much trouble and they really value the setup. It gives us a good way to manage the computer inventory, assets and even contracts in one place.

Cons

while the technical support team is very capable when it comes to resolving issues, they can sometimes be hard to reach. A few features are still missing as well so the product could use further improvements to keep up with constantly changing needs.

“Handle customer conversations from multiple channels”

Pros

Feels simple because the interface is user-friendly, clean and well organized. It also gives a lot of flexibility by letting businesses handle customer conversations from multiple channels like email, phone, chat and social media all in one place.

Cons

customization can feel limited in some areas. A few features especially the ticketing system, could offer more options for tailoring them to specific needs.