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

“fits retail businesses well”

Pros

It has been a really solid ticketing system for us. It's simple to use, quick to implement and the setup process doesn't take much effort. Compared with other options, the pricing is very affordable and it fits retail businesses especially well. On top of that, their support has been excellent.

Cons

it's clearly built more for SMBs so it doesn't feel as competitive for larger companies. If you need to move to something more enterprise-level, they end up redirecting you to another product from the same vendor.

“Interactive dashboard”

Pros

The interface feels natural and ready to use without much effort. The site responds well across different screen sizes and the default layout already looks perfectly fine to me. The underlying page that shows open tickets is generally simple to work with. You can't easily see how many tickets are pending or received within specific groups but it's not a dealbreaker. The dashboard does a really nice job of showing all unresolved tickets in a summary-style view which is a big plus. An added bonus is that it clearly shows where tickets are pending, whether they're waiting on a customer or a third party so you get a solid overall snapshot of what the help desk is handling. Those dashboard items are also interactive and clicking them takes you directly to the relevant ticket view based on what you selected.

Cons

Overall, I really love the application. It's extremely helpful for our staff when they need to respond quickly. The only problem is that if you're using a vanity helpdesk URL, the newer links won't open inside the application. Because of that, you can't directly link back into the app anymore from agent-specific emails.

“Fantastic knowledge base management”

Pros

Getting started with it was simple and it connected well with our existing platform. The ticket management works really well and the Knowledge Base management has been fantastic for our team.

Cons

the spam detection could be improved a bit. It's not a major issue but it does stand out occasionally.

“Gives us control over tickets”

Pros

We love it because it lets us keep all the group's customer service operations centralized in one place and it gives us clear control over the tickets each person is handling.

Cons

It honestly feels perfect to us. We've been using this tool for a long time and have no intention of switching.

“Effective for handling issues”

Pros

It pulls in tickets from several different channels really quickly which helps us reply to customers fast and handle issues more effectively.

Cons

The live chat felt complex to use and we couldn't roll it out because it wasn't simple to disable it during certain hours of the day. On top of that, the AI wasn't very good.

“Reliable real-time updates”

Pros

Using it has been really simple. It works well across all kinds of devices and browsers, the connectivity is fast and the real-time updates make everything feel reliable. Honestly, everything about it has been awesome.

Cons

I honestly don't have any real complaints because it already includes all the features I was looking for in one place.

“Good experience overall”

Pros

Getting into this software is convenient and it has been genuinely helpful to use. It delivers a really good overall experience along with reliable, quality performance.

Cons

There are times when it freezes or lags a bit. Still, that may be happening because my internet connection is unstable sometimes.

“offers live chat”

Pros

It has been one of the better tools I've used for digital marketing and customer support. It lets us create and manage multiple tickets at the same time which really helps keep everything organized. On top of that, it offers live chat and makes it simple to hand off a chat to a phone support agent whenever needed.

Cons

It's a really strong platform but the pricing could be lower so it's more affordable for small businesses and startups. There are also times when the ticketing system slows down, especially when several sources are being used at once.

“Appreciate the integrations”

Pros

The integrations are a huge plus and the options with webhooks and APIs work really well for both ticketing and chat.

Cons

Instagram integration still needs work.

“Allows us to take action quickly”

Pros

It is very well designed and simple to navigate. The way tickets are organized by priority, along with the ability to update their status once an issue is resolved, is one of its strongest features. The calling option and the system for collecting negative feedback have also been really useful for our team because they help us respond and take action quickly.

Cons

There are still a few areas where it falls short. Scaling the team can be limiting and it does not integrate with every tool we use such as Miro and some other day-to-day communication platforms. Tagging or mentioning colleagues is also unreliable at times so the assigned person may not even realize the ticket was given to them. On top of that, the CRM occasionally goes down when several tickets are submitted at the same time.

“Valuable analytics”

Pros

The feature set is really solid and the usage analytics are especially valuable.

Cons

It's not very flexible when it comes to handling manual inputs and making changes.

“Everything is customizable”

Pros

Nearly every part of it can be customized and that has helped us use the platform much more efficiently. The automation tools are also a big plus and take care of a lot of repetitive work.

Cons

adding notes to tickets does not count toward response times. Because of that, it can look like no one is actively working on the ticket even when updates are being added.

“Clear ticket routing and setup”

Pros

Right away, it's clear which tickets were sent to me and which ones have been assigned to me. We needed a way to keep track of IT issues, ERP errors and supply requests and this system fits that need well. We've been able to set everything up and organize it exactly the way we want. Tickets also go directly to the right person which cuts down on unnecessary email back and forth.

Cons

At times, it can feel a bit overloaded with information. There are moments when it seems like I'm seeing too many details on a ticket. Since we use the system for supply requests, IT problems and ERP issues some of that extra information is useful in certain cases.

“Work well across different environments”

Pros

Set up process is uncomplicated and the multi-platform support makes it work well across different environments. With this software, we're able to handle everything each area needs, including upgrade requests, failures and hardware replacements. The dashboard also makes it simple to stay on top of ticket requirements and see the status of everything at a glance.

Cons

The way information is presented and extracted can be improved. It would help to have better export options so the data can be analyzed more effectively outside the platform.

“option to save predefined responses”

Pros

It feels user-friendly and the real-time chat is genuinely useful. The option to save predefined responses is also a big advantage and helps a lot during daily support work.

Cons

It can be a bit slow and I'd prefer faster response times so customers aren't left waiting. It seems like the large number of features it includes ends up making the platform heavier and less responsive.

“helps us track issues properly”

Pros

Whenever someone submits the contact us form or emails the registered address directly, it automatically creates and assigns a support ticket while giving the customer access to it as well. That setup helps us track each issue properly and resolve questions quickly without unnecessary back-and-forth.

Cons

SEO options are limited. Because of that, articles in the knowledge base do not show up on Google very quickly and usually take longer than expected to appear in search engine results.

“Polite and friendly team”

Pros

I really appreciate how respectful and kind the team is. They get back to questions almost immediately and the responses they give are usually exactly what's needed.

Cons

Honestly, I'm very happy with it overall. If I had to mention anything at all, it would only be nice to have a wider variety of notification sounds or maybe louder ones when they reply.

“fun support tools”

Pros

Appreciate the query-based tool for discovering data through natural language which makes digging into information much more user-friendly. The free tier is also a big plus because it gives newer or younger customers enough time to get familiar with the system before committing. On top of that, the gamification features are a nice touch and feel especially appealing for younger customer service agents.

Cons

The advanced analytics capabilities are still only available in beta so they do not feel fully mature yet. Also, many of the broader or more powerful features are locked behind upgrades at the highest pricing tiers.

“Simple to handle UI”

Pros

Ticket tracking and reporting are simple and the different sections are organized well. The UI is simple so handling all kinds of queries feels clear and manageable.

Cons

the app gets stuck and just keeps loading even when the internet connection is good.

“Buggy app and weak email handling”

Pros

There are a few useful parts to the platform. The knowledge base gives some options and can be made available both for internal teams and for clients. User permissions also help when different people need access across platforms. It offers reporting and basic analysis so you can track your team's work when handling replies and tickets and it also lets you send and receive emails from your inbox.

Cons

Unfortunately, the app is by far the weakest part of the product because it is buggy, slow and unreliable. Basic email management features are either missing or handled inefficiently. Spam and promotional email detection is poor compared with other email tools which ends up creating extra manual work. Dealing with support is frustrating since the same information often has to be repeated again and again. The system also falls short when it comes to separating responses and it cannot properly override the from address when a different agent is responding instead of the one assigned. Filters are limited, auto-reply detection fails regularly so tickets are constantly created from automated responses and the most frustrating part is that IMAP does not sync back to your inbox. If you stop using it, you are left with a pile of emails still waiting to be processed.