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

“Supports our organization”

Pros

The interface is very user-friendly and it's simple to understand without dealing with anything too technical or overly complicated.

Cons

No complaints here. It has been a real support for our organization and has helped us a lot in our day-to-day work.

“Affordable alternative for Freshservice”

Pros

It's tailored to fit what you need and compared with Freshservice, it comes at a lower cost. If you don't need all the extra features Freshservice includes, this is a much more budget-friendly option and still delivers well. Even without the budget for Freshservice, you're unlikely to feel let down by choosing this instead.

Cons

At times, it seems like Freshdesk is starting to fall behind Freshservice. I honestly wouldn't be shocked if they eventually combined the two and turned this into more of a lower-tier subscription option.

“Never faced any major issues”

Pros

I've been using this app for customer support and it has been working without any issues for me.

Cons

Sometimes messages on the mobile app arrive a little later compared to the desktop application.

“Great for raising tickets”

Pros

Using this tool to raise tickets for software issues has been really useful and helps keep support requests organized.

Cons

It would be even better with real-time communication built in and the interface could be more user-friendly.

“ease of collaborating with other departments”

Pros

After a phone call, creating a ticket is really simple and sending tickets to the right support team only takes a few clicks. It can also route tickets to agents automatically using pre-set rules which saves time. Working with other departments is convenient when I need help with a specific case, just add notes, assign the ticket to them and they get notified right away. It has also made it much easier to build canned responses and put together knowledge base articles.

Cons

We recently started setting up Service Level Agreement (SLA) policies to manage response and resolution targets for our teams. The frustrating part was having to enter them one at a time manually since there's no bulk entry option. That process took quite a while.

“Helps keep up with project progress”

Pros

From handling tickets to keeping up with project progress, this has been really useful. I can schedule work, track my teammates directly from mobile access, manage content and stay updated on how everything is moving through the tool itself.

Cons

I haven't run into any issues with it.

“smooth multichannel ticketing”

Pros

It has been really helpful for creating automated tickets from different channels and bringing the whole customer experience together, no matter which channel the user comes from.

Cons

There really isn't anything I dislike about this software.

“Ticketing lifesaver”

Pros

Running my daily work without this software is hard to imagine now. It brings phone calls, emails, faxes and pretty much everything else into one central place which makes a huge difference for the whole team. Tasks can be assigned to different people, tags help show exactly where each ticket stands and notes make handoffs to the next person much clearer. I also appreciate being able to rename tickets so they're more descriptive in the inbox, check what others have already done and set priorities when something needs faster attention. After about a year of using it, it has become a big part of how I get through the day and my coworkers would definitely agree.

Cons

My biggest complaint is about the coworker-to-coworker chat integration. To view chats properly, you have to open a completely separate page which feels inconvenient.

“All-in-one support toolkit”

Pros

We rely on the Freshworks suite for several parts of our workflow: Freshdesk as our CRM, FreshCaller for the call center, FreshChat for live chat, FreshStatus for the status page, plus the Knowledge Base. It's simple to use and works well across all of those functions.

Cons

At this point, the Freshworks offering covers everything we currently need. We're using it for CRM, FreshCaller as our call center, FreshChat for live chat, FreshStatus for the status page and the Knowledge Base as well.

“Does a good job”

Pros

After using it for two years, I can say the functionality has been really solid and it does a good job for what we need.

Cons

Responses can be slow and I wish the live chat team could resolve issues more quickly.

“Solid contact and call management”

Pros

It does a really good job with contact management, customer relationship management and call monitoring. Those features work well together and make it much easier to keep track of customer interactions and stay organized.

Cons

Something that would make it even better is adding a video option when customers call in. It would also help to strengthen user security by including two-factor authentication.

“Doesn’t require training sessions”

Pros

Right from the start, the interface feels clear and simple and the built-in ease-of-use makes it simple for almost anyone to pick up. It doesn't really require training sessions before becoming confident and productive with it.

Cons

When the internet connection is slow, loading the needed data can take longer than expected. That delay can hold up customer replies which may lead to SLA breaches and make it harder to meet first response time targets.

“easily accessible”

Pros

It's very accessible and genuinely helpful to use in daily tasks and regular transactions.

Cons

A few improvements would still help, especially around accuracy and newer deployments since even a single task can sometimes take longer than it should.

“Unparalleled service”

Pros

Working in customer service, I've been using it since April 2022 and it has been a fantastic tool for organizing my workflow. The customer support has been high quality the whole time which made the experience even better. Setting up a user profile was simple and the onboarding process is quick so my team can create new users and route them directly to my support queue without hassle. My favorite feature is the ability to build a ready-made message system.

Cons

Honestly, I haven't run into any real downsides. Overall, it has been an excellent option and can easily serve as a top solution for live support.

“nonexistent learning curve”

Pros

Getting comfortable with the ticketing system and email management didn't take long at all. Once someone walked me through the platform, I was able to dive right in and start handling work right away. I really appreciate software that doesn't come with a steep learning curve.

Cons

There honestly wasn't much that stood out as a negative. I only used it briefly in a previous role but even from that limited time, it came across as a very capable tool.

“Cloud-based solution”

Pros

Having a cloud-based platform was a big priority for us and Freshdesk checked that box right away. It's simple to use and comes with plenty of features that ended up being extremely helpful for our team.

Cons

There really wasn't anything I disliked about this program. We didn't have a system in place before and this helped us organize our ticketing process and make IT much more effective.

“Easy to create rules”

Pros

Its simple to manage tickets and setting up rules for handling and organizing them works really well.

Cons

Took a bit of time to get familiar with it at first because the layout and organization were not quite what I expected.

“Handy new app”

Pros

Using the newer mobile app for this CRM feels very user-friendly for modern users and the desktop console is just as solid. The canned answers feature is especially useful and saves a lot of time.

Cons

Bulk actions still have room for improvement and I'm sure the response interface in the app could be made better and more user-friendly.

“Flexible program for ticket handling”

Pros

It is incredible how many flexible, customizable options it gives us for handling client tickets, managing incidents and syncing everything with Freshsales.

Cons

Getting started took a bit more work than expected because the support team had to configure several features for our new accounts. It was a couple of days before we could use the platform to its full potential so the onboarding process could definitely be simpler.

“Customer communication made simple”

Pros

Keeping customer communication and interactions organized is much simpler with this software.

Cons

There are still a few minor bugs in the app and the pricing feels a bit expensive.