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

“Detailed and effective features”

Pros

After using it in our company for quite some time, the overall experience has been very positive. The biggest strengths for us are its comprehensive and effective features. It covers a wide range of needs, including ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management and contact management. These capabilities have made a real difference in our business and have significantly improved the way we handle customer service and support. Another big advantage is how easily it integrates with other tools and applications. Connecting it with our existing systems required very little effort which made the setup process much easier for our team.

Cons

Some features are not very customizable which makes them harder to adapt to our specific requirements. On top of that, the remote access and control functionality feels somewhat limited and not as powerfull as we would prefer.

“Brings together many channels”

Pros

Great how many channels and features it brings together to support our customers. We can handle complaints and suggestions through live chat, Messenger, WhatsApp and calls, while also tracking tickets properly and making sure customer responses are not delayed.

Cons

Since I had not used any other program before this tool, I do not really have any negatives to point out. From my perspective, I have not noticed any issues that get in the way of my work or cause delays in responding to customers solving their problems or following up with them.

“Easy to keep track of replies”

Pros

Keeping track of timelines and replies is simple because the threaded conversations are laid out really well.

Cons

This has been the best one I've used and up to this point everything has been working out really well.

“Plenty of options”

Pros

Having multiple channels available for reaching our customers has been fantastic. They can pick whichever option suits them best and we're happy to work with that.

Cons

The reporting could be improved quite a bit. We do use it but only because we've had to customize it heavily to match the way we want to work.

“Fits nicely into existing workflows”

Pros

It works really well with a wide range of third-party apps and services which makes it fit nicely into existing workflows. Another big plus is its strong knowledge base and active community forum so getting help or finding answers is usually pretty simple.

Cons

Some of the more advanced features can be challenging for non-technical users to configure and use properly. It also doesn't offer a lot of flexibility when it comes to customizing ticket forms.

“Offers multiple options”

Pros

It offers a lot of customization and plenty of options but the standout feature for me is the recurring tickets since they let us handle repetitive tasks much more efficiently.

Cons

The per-user license cost is fairly expensive.

“Top-notch UX”

Pros

We've been using this software for about a year now and it has worked really well for us. The part I appreciate most is how flexible it is, along with how simple it is to use and how easily we can integrate it with our existing systems. The UI and UX are also very user-friendly so working in the platform feels simple. Their customer support has been dependable too and whenever we raise a ticket, we usually get a response within 24 hours. The live chat feature is probably my favorite because it helps us connect with customers in real time and resolve their queries within minutes.

Cons

There's very little to complain about with this software. If there's one area that could be better, it would be the rollout of new features. We really haven't seen anything new over the past year and it feels like the company has been falling behind a bit when it comes to product development.

“Satisfied with the overall service”

Pros

Right away, the part I appreciated most about this software was its very simple interface which makes it easy to operate. It provides real-time updates on customer complaints and the complaint status tracking is extremely helpful as well. Overall, I'm very satisfied with the service it delivers.

Cons

bugs do come up from time to time and they can cause delays in resolving customer issues. Aside from that, it is still one of the best tools for customer management.

“Has great potential”

Pros

It feels well positioned to become a leader in contact center solutions. It's simple to configure and the user interface is thoughtfully designed and pleasant to work with.

Cons

Some more features would make it better especially out-of-the-box integration with industry-leading email solutions.

“Adds a lot of value to the business”

Pros

Freshdesk feels very easy to handle. Being able to access it on a mobile device makes it even more convenient for day-to-day use. Another big plus is that the different stages of lead generation can be customized to match the needs of the business which adds a lot of value.

Cons

The only area that seems like it could use a bit more attention is the analytics and the way the graphical reports are presented.

“complete set of free features”

Pros

It comes with a very complete set of free features especially when it comes to handling support tickets.

Cons

The setup can get a bit complicated at times and the documentation is not always the easiest to follow.

“well-rounded platform”

Pros

This is a well-rounded platform that helps organize and simplify customer support workflows. It includes useful features like a shared inbox, automated workflows and a knowledge base, all of which make handling customer interactions much more efficient. The interface is user-friendly and there are plenty of customization options to fit different business needs. Another big plus is how well it integrates with other software which is especially helpful for teams already working across multiple tools. It also supports several customer communication channels, including email, phone and social media.

Cons

It can feel expensive for smaller businesses. The pricing plans may not be the best fit for small teams working with tighter budgets. On top of that some users mention that customer support is not always as responsive as they would like and getting an answer or resolution can sometimes take longer than expected.

“Recommended from my side”

Pros

It comes with amazing features, the interface is user-friendly and their customer service is excellent. Whenever I run into a problem, the support team responds quickly and helps resolve it right away. I'd definitely recommend using it.

Cons

There are still a few areas that need improvement especially the occasional crashing and hanging issues. I hope those small shortcomings get fixed soon because aside from that, it's a really solid software.

“Effortlessly Easy: Uncomplicate Your Life with Our Straightforward Software”

Pros

Freshdesk software is simple to use, configure, and implement. It provides vast and customized solutions for managing customer requests, issues, and synchronization with Freshsales (Freshworks), making our lives much simpler. The software manages knowledge bases in six different languages and is extremely user-friendly and simple to use. It aided us in progressively expanding the features that we had created ourselves in order to interact with our backend. In addition, we enjoy using tags for everything that does not have its own field (in relation to a ticket). We can easily filter and report on these tags. We depend extensively on tags to identify tickets in a variety of ways.

Cons

The softwares search feature might be expanded, and the filters on top of search phrases are fairly restricted. The solution is quite expensive, making it difficult for large enterprises to implement it. The software is prone to small flaws. Sometimes the dashboard does not load, leaving us with a gray screen. The technical support crew is terrible. They left us waiting for a long time before responding with the necessary remedies, which is rather disappointing. They should pay more attention to the client inquiries.

“Effortlessly tackle ticketing with ease!”

Pros

As an IT manager, my job has been greatly simplified thanks to Freshdesk. Any complaints related to our products are professionally handled, and it has proven to be an excellent platform for managing our tickets. The employees are able to assist their coworkers without interrupting their own tasks. Freshdesk is really helpful in producing support alerts, resolution tools, and timely updates. Keeping track of all tickets and how they are handled creates a competitive environment, which actually improves the productivity of the support teams.

Cons

We receive a lot of tickets every day; thankfully, most of them are spam. But that raises a problem for us since Freshdesk does not have the ability to properly filter the emails. Spam should have never reached us, at least not at this frequency.

“Streamline your operations and soar to new heights of efficiency with Freshdesk!”

Pros

Freshdesk is the only customer support management system that suits our needs. It keeps an accurate history log, which is very helpful. I have been able to measure every agent’s productivity as I have access to their daily activities, presented neatly as hourly breakdowns. It also highlights who has resolved the most problems or dealt with the tickets most quickly. I use this history to assess the strengths and weaknesses of my staff and train them accordingly. This also allows me to determine which of them is best suited to handle which ticket.

Cons

If there was a better way to send emails, I would have appreciated that. Group emailing is a nightmare currently and requires us to add every person individually if there’s ever a need for us to send a common ticket. We are currently managing it quite well, but it is still an unnecessary step we need to see removed. They have included the features a bit randomly. A package would include some of the features while others are available in another package. You need to be very careful about what features you want or youll end up paying extra for useless features.

“user-friendly support powerhouse”

Pros

Whether a company is large or small and regardless of technical skill level, the interface feels user-friendly and approachable. The automation tools help speed up customer support workflows and make the whole process shorter. It also comes with a wide range of features and integrations.

Cons

It's really frustrating that such an important chatbot feature is locked behind the highest-tier subscription plans.

“Offers multiple reporting views”

Pros

it lets us customize a lot of different parts of the tickets and it also offers many reporting views to track and manage both tickets and contacts effectively.

Cons

Support is only based in the United States and it can be difficult to communicate with them when dealing with a specific request.

“Comes with useful tutorials and guidance”

Pros

Feels very user-friendly and comes loaded with useful tutorials and guidance. The online knowledge base is solid but the Live Help feature and support staff are especially excellent. It also connects really well with FreshChat and FreshSales which gives us a full view of all our customer interactions.

Cons

Because there are so many features available, it can sometimes be hard to figure out where to find a specific option although there is a search bar included to help with that.

“Performs as expected”

Pros

Right from the start, the interface felt clean and simple to work with. The tool does what it's supposed to do, customer support has been really helpful and the integrations with other platforms are also very good.

Cons

Pricing is a major factor here. A lot of the time, we end up paying extra for small features that really feel like they should be included for free.