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

“Monitors customer satisfaction effectively”

Pros

Pretty easy to use so getting around the system doesn't take much effort. Since it's cloud-based, we can access it from anywhere which is very convenient for our team. The chat feature also makes communicating with customers quick and practical. On top of that, the reporting tools help us monitor customer satisfaction effectively and its integrations with other platforms work without any hassle.

Cons

I haven't come across any drawbacks with this software. It has been the best option for our client's business.

“Clear and transparent communication”

Pros

Getting it rolled out across the company was simple. It works really well as a ticketing system for an IT team and helps keep communication open, clear and transparent.

Cons

Reporting still has room for improvement. Exporting to Excel is useful but the platform could use better dashboards that provide a clearer high-level view of the information you are trying to track.

“Solid functionality”

Pros

It has solid functionality, it's very simple to use and it does exactly what I need.

Cons

The routines could be improved and the development side still has room to progress.

“Measures response times and customer satisfaction”

Pros

Having a dedicated control panel for every team member has been a huge advantage for us since each person can access all the data and details tied to customer inquiries and requests in one place. It gives the team plenty of ways to handle support properly, whether that means replying to tickets, communicating with coworkers or asking customers follow-up questions to resolve issues faster. Another part I really appreciate is how customers can track their orders through every stage. The automation is also very helpful because it lets us set up autoresponders, guide customers right away, provide ticket reference numbers for follow-up and keep a full record of all customer inquiries. On top of that, it helps us improve our support quality by measuring response times and customer satisfaction.

Cons

Automation side needs work especially when it comes to covering all functions more completely so we can have better overall control of the service bot.

“Promising automation”

Pros

The automation feels very promising and works really efficiently.

Cons

The design honestly isn't very appealing right now but it seems like it could improve over time.

“Has been a real help for our team”

Pros

The support ticketing system has been a real help for our customer service team and makes handling requests much more manageable.

Cons

It also brings together all our existing channels in one place, including email, live chat social media and WhatsApp. I've got no complaints.

“Lovely interface”

Pros

This software is very simple and quick to use and the interface is really well designed.

Cons

I don't have any complaints about the software.

“Fast resolution of issues”

Pros

Handling customer support with it has made a noticeable difference because it helps resolve issues faster. Customer details appear right when contact is made which speeds up problem-solving a lot. The interface is simple to use and implement and it also does a very good job with call monitoring, chat routing and overall chat management.

Cons

chatbot feature is not available for free, even though it is quite important. Another downside is the lack of bulk entry creation so everything has to be added manually one item at a time.

“improved the way I communicate with customers”

Pros

Using this software has completely improved the way I communicate with my customers. It's an amazing tool, very simple to use and it saves me a lot of time in my daily work. I'd happily recommend it to many businesses because customer communication feels much better and more efficient with it.

Cons

I haven't run into any issues at all. Everything about this software has worked perfectly for me.

“gives admins detailed visibility”

Pros

It has been an excellent platform for handling email ticketing and making sure everyone stays informed about customer resolutions. It also gives admins broad access and detailed visibility which helps a lot when it comes to understanding everything clearly and managing operations effectively.

Cons

development flexibility for client-specific requirements can be better since the tool is not quite strong enough there yet.

“Handles multiple customer inquiries efficiently”

Pros

Freshdesk gave me a complete CRM setup that really helped simplify customer support. The interface feels modern and user-friendly so it was simple to use and adjust to fit my needs. Its strong feature set made handling multiple customer inquiries much more efficient and I also appreciated the broad range of tools available, including automated ticketing, email integration, reporting and analytics.

Cons

Although the platform includes useful tools like reporting and analytics, there are still some areas that could be improved to make the customer support experience feel more complete. The onboarding process also felt a bit complex and took more time than I expected.

“Top-tier product”

Pros

It's an affordable tool with a very complete feature set. It may not be perfect but it delivers more than enough for what a small or medium-sized business would expect from this kind of software. Features like the knowledge base and custom surveys really make it feel like a top-tier product.

Cons

The learning curve for agents is not as quick as it could be and like many other software companies, they are not making full use of their YouTube channels and websites to create helpful training content.

“effective search function”

Pros

Across my team's daily workflow, this has been a really useful tool because it lets me get things done quickly with the search function. It also makes it simple to view all open and closed tickets and overall it feels very user-friendly to use.

Cons

I honestly don't have anything negative to say about this tool since it has worked properly for me the whole time.

“Works well on both Android and iOS”

Pros

I appreciate it because it is simple to navigate. It comes with unlimited help desk ticketing which is a big plus and it works well on both Android and iOS. I also value the Slack integration since it fits nicely into daily workflows. Assigning tickets to the right team member is very simple and replying to tickets is quick and convenient.

Cons

A ticket can end up being overlooked after it gets assigned if the person responsible does not actually follow up on it. Because of that, unresolved tickets need to be reviewed regularly, at least once a week, to make sure nothing gets missed.

“Staff is always ready to help me”

Pros

Managing the ticketing system is simple and their support team is available whenever you need guidance or help with the product.

Cons

There is a lack of custom roles for assigning users who are neither agents nor admins. Without that, you end up having to assign collaboration or full agent licenses and those definitely aren't cheap.

“Helpful integrated chat”

Pros

The ticketing system works really well and the integrated chat is nice and simple to use.

Cons

It does take quite a bit of training to get comfortable with and it can feel a little complicated. There are also times when I'm not able to find some of my data.

“Large range of customized options”

Pros

It gives me a wide range of customizable options for managing customer tickets and issues. The sync with Freshsales is something I really appreciate.

Cons

Getting started took a bit longer than expected because the support team had to configure several features for my new accounts during onboarding. It took a few days before everything was fully usable so I think the onboarding process could be made more simple.

“Can adjust the system”

Pros

Set up takes only a few minutes because the setup is simple and the interface is easy to use. Since it's web-based, there's no need to deal with server maintenance which removes a big hassle. The platform is also very flexible when it comes to integrations and overall functionality so it can be adjusted to fit different needs. Regular updates bring in new features and improvements which is a nice bonus. Their technical support is dependable as well and the representatives are friendly and quick to respond whenever there's an issue. There's also a strong knowledge base with plenty of information, including FAQs which helps new users solve problems on their own. On top of that, the pricing is affordable.

Cons

The reporting module could still use some minor improvements. Also, the premium per-agent pricing feels a little expensive.

“Up and running in minutes”

Pros

Implementation takes no time and they guide you through the entire setup process without needing a big formal demo or anything like that.

Cons

At the moment, we really can't think of any downsides.

“Ability to filter information”

Pros

Managing ticket assignments and updates is simple and users can filter the information they need without much hassle. The reporting is also very useful because it gives a clear overall view of the support team's performance.

Cons

When replying to users, the page sometimes refreshes randomly and everything I typed disappears. It usually seems to happen when the reply includes a "/" or Chinese characters so it feels like a minor bug in the system.