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

“helps build strong customer loyalty”

Pros

The modern and user-friendly interface stood out to me. I also really appreciated the report generation and the clear, objective analysis of the work which helps build stronger customer loyalty and improve the product more quickly based on the complaints received.

Cons

Getting comfortable with it takes some time. For example, features like screen sharing can take a while to use effectively and as more functions are added, the system becomes heavier and starts consuming more of the computer's resources especially RAM.

“Useful for managing our important customers”

Pros

Using this platform has really helped take the pressure off managing our important customers. I've worked with a lot of different tools for front desk support, live chat and overall customer experience and this one stands out as a real winner. It's simple to use and does a solid job across all those areas.

Cons

There's a lot of competition in this space which is a bit worrying. There are also times when the platform gets slow and that can negatively affect the customer experience.

“Simple to learn”

Pros

The interface is user-friendly so end users can learn it quickly without much effort. It also gives us the ability to manage IT equipment, assets and contracts in one place.

Cons

Technical support is not always easy to reach although when we do get in touch with them, they are effective. Permission management is a bit complicated to handle. A few features are still missing but the product is constantly evolving.

“Quick ticket processing”

Pros

It has been a fantastic tool and has made my day-to-day work much simpler. Working as a customer service representative, I relied on it to process tickets quickly and efficiently. One part I especially appreciated was how simple and effective it was to track previous conversations with customers.

Cons

Even though its integrations with other software platforms are getting better, there are no major drawbacks that stand out to me. The only improvement I'd really like to see is a stronger connection with Xero Financial Software.

“Handles call monitoring, call recording”

Pros

It covers everything our team needs in one place, including call monitoring, call recording, handling calls, chat support and documentation.

Cons

call distribution can be uneven at times which affects performance.

“Helpful escalation tool”

Pros

Having the escalation tool along with the single-view layout makes it much simpler for us to handle actions and stay on top of tasks.

Cons

Response time in the chat could be better but aside from that I haven't really noticed anything that needs improvement.

“Excellent for creating personalized messages”

Pros

Makes handling tickets much more manageable especially since we deal with a large number of customers. It's also very efficient for creating personalized messages for customers and the dashboard is simple and user-friendly to use.

Cons

It's an excellent CRM for keeping contact management organized and it reliably connects customers with our service team.

“Lets us manage information”

Pros

It is still being developed with advanced communication features and one of its biggest strengths is that it lets us manage information in one centralized place.

Cons

I haven't run into any issues with it.

“More affordable compared with other options”

Pros

Compared with other options, this feels like the better value thanks to its affordable pricing and consistent customer support features. It helps us respond to our customers on time and keeps communication moving efficiently.

Cons

The platform still feels a bit limited when it comes to features. Refresh rates are not always real-time and assigning tickets to teams can take more time than it should.

“High quality help desk operations”

Pros

It delivers a very high level of quality for help desk operations especially for smaller organizations.

Cons

The analytics features are very good in quality but they are still in beta. A lot of the more advanced functionality also requires upgrading to the highest-priced plans.

“broad set of customer service features”

Pros

Comes with a broad set of customer service features, including a support platform, knowledge base, customer feedback tools and more. The interface is simple and user-friendly so it works well for businesses of different sizes. It also connects with plenty of third-party apps and platforms such as social media channels and CRM systems which helps keep customer service workflows more organized. Another plus is the variety of pricing options, including a free plan that works well for smaller businesses.

Cons

At times, it can be a bit slow to load and there are occasional performance hiccups. Customization can also feel somewhat limited which may be a drawback for businesses looking for more advanced functionality and deeper flexibility.

“Transformed how we handle support”

Pros

It's hard to know where to begin because this software has really transformed how we handle support. It keeps our interactions with key customers organized and makes it incredibly valuable to go back and review past requests whenever needed.

Cons

A few features feel more convenient to use on a PC. If those were made a little more accessible in the mobile app, that would be the only area I'd suggest improving. Overall, it's a fabulous product.

“Unwrap endless possibilities with the all-in-one software that has everything you need!”

Pros

We have made Freshdesk our only go-to source to gather and resolve customer-reported concerns. Our previous software solution was a bit complicated, and the ease of use of Freshdesk was a big factor in our decision to make the switch. I have pushed the clutter aside and focused more on what’s important recently. As a result, no major complaint is left unattended, and our client satisfaction has gone up. The software is extremely reliable, and I genuinely can’t remember any crashes or downtime we had to face.

Cons

During the switch, there were some tickets that we needed to keep for future reference, and there was an option to migrate the entire database. However, that database only transferred the actual tickets and not the accompanying conversations that were part of those tickets.

“Probably the most responsive customer service software.”

Pros

Freshdesk does what is expected from it, which is the greatest strength it has. I love how straightforward and simple it is to use. A newbie, much like me, would only need basic training to get started, and then you can learn as you go along. I researched the entire market before settling with Freshdesk. I can assure you that the most recent ticketing ideas and features are available here, so you won’t miss anything. And even if there’s something you wish was available, you can always contact the support team so that they can add the feature to their continual development program and start working on it.

Cons

It is a bit expected that switching to a new software can be difficult and thats what happened with us. Our users got fed up quite often and were on the verge of giving up. The customer support is very good, but the software implementation was still not easy for us. This has not affected the ease of use at all, in my opinion. And there are some features that should be hidden and should only be accessible via the administrator menu.

“Top helpdesk tool”

Pros

it has been one of the best helpdesk tools I've used. The live chat feature is what I appreciate the most because it helps me respond to customer questions on time. The ticket creation and support ticket features are also quite useful.

Cons

I haven't come across any downsides with this software.

“Convenient automated chatbot”

Pros

Using it has been really useful for our team. It works well as a ticketing system and the automated chatbot is convenient for feeding in questions and answers for customers.

Cons

Support can be frustrating if you're not on the higher-priced tiers since ticket responses tend to feel generic unless there's a system outage. We also got an unpleasant surprise when we upgraded because nobody told us the chatbot questions we had already built would be deleted.

“Shows what our support team is up to”

Pros

Freshdesk has been very user friendly. It makes it simple to track end-user issues which helps a lot in daily support work. The reporting feature is also very useful because it clearly shows the work our support team is doing. The mobile application is another strong point and works well for both sides. On top of that, integrations are easy to set up and use.

Cons

On my side, I haven't come across any real drawbacks so far. The only thing I'd suggest is adding asset management functionality.

“Separate modules for everything”

Pros

Having the full suite gives access to a wide range of features and platforms which is something I really appreciated. Everything is split into separate modules and that helped me keep tasks organized and independent instead of mixing them together. The interface feels user-friendly and delivers a solid user experience overall. I was also able to automate some tasks and set up recurring workflows without much trouble which saved time. It works well as one unified platform for managing everything in one place. I connected multiple channels and integrated it with apps like WhatsApp, Messenger and other chat platforms. The UI is clear enough that I could explore most of the features on my own with little to no support.

Cons

linking tickets to each other was not very simple and ended up being more of a hassle than I expected. Text formatting also felt less user-friendly than it should be especially when trying to highlight specific parts of the content. I think they could add more formatting options there. On top of that, I wanted to use the APIs for building internal reports but the response time and performance were not that good.

“Feature-packed support powerhouse”

Pros

It has been incredibly resourceful for our team. It gives me everything I need to handle and stay on top of daily customer support ticketing tasks and more. Whenever we need to gather data, reorganize workflows or locate features that help optimize our overall experience, there's usually already a built-in solution available or at least a practical workaround that fits what we need.

Cons

Honestly, I'm not aware of any major downsides. From time to time, we do run into occasional system glitches or minor issues and when that happens, reaching their customer support team can sometimes be a bit difficult.

“Impressive amount of customization”

Pros

this tool has a very user-friendly interface and the amount of customization available is something I really appreciate. It also comes with strong features like a knowledge base, a ticketing system and a customer portal which can really help businesses improve their customer service and support workflows.

Cons

higher-tier pricing plans can be fairly expensive.