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

“well-defined engagement structures”

Pros

It offers simple customer support with well-defined engagement structures. On top of that, it brings better organization to the workflow and the ticketing system is essential for maintaining stable business operations.

Cons

It stays attentive to customer requests and the subscription terms are favorable which makes the platform even more appealing.

“Simpler compared to out previous helpdesk software”

Pros

Compared with the help desk software we used before, Freshdesk feels much more user friendly and simple to work with.

Cons

I honestly don't have any complaints. We've been happy with every aspect of Freshdesk.

“I like this app”

Pros

The variety of menus in this app really stands out and I'm able to use it a lot for what I need. Overall, I'm very happy with the app and enjoy using it very much.

Cons

Nothing is missing for me at the moment.

“Ability to set up multiple support levels”

Pros

the product felt simple to use and flexible enough to fit everything we needed. It helped us avoid lost emails and the endless back-and-forth phone calls that were difficult to track. We were also able to set up multiple support levels, from basic assistance all the way to the development team and clearly flag hot-fix and break-fix issues that needed immediate attention in our product.

Cons

There was not much to dislike about the software. We did not end up using every single feature to its fullest although we used a large portion of them. The cost was a little higher than some competitors but the stronger customer support helped justify that.

“Organized our support mailbox”

Pros

Our support mailbox is much more organized now. Before using it, we struggled to handle the volume of emails and keep track of who had already replied. This has made it far easier to manage support conversations and has helped us provide a better experience for our customers.

Cons

It can sometimes be tricky to forward only part of an email thread to someone.

“Quick adoption and helpful community”

Pros

The platform is simple to use, adoption happens fast and the community around it is very resourceful.

Cons

It falls short on advanced reporting and I'd like to see more customization options added.

“Constantly improving support platform”

Pros

It keeps getting better because the team is always developing new features which makes it one of the strongest options available.

Cons

The ticket analytics could be improved a little but overall it's still a very solid product.

“Integrates nicely with Freshchat and Knowlarity”

Pros

Using it alongside the Freshworks suite made our workflow much simpler. The integrations with Freshchat and Knowlarity worked really well and having API access to pull all the data into our internal system was a big plus. We ended up using that to build our own reports on top of the platform.

Cons

Ticket management reporting still has room for improvement. We had to create our own internal reporting while using it and having unified reporting between Freshchat and Freshdesk would have been very helpful since switching between two separate systems is not ideal. On top of that, Freshchat bots were priced too high for us so we ended up depending on our internal categories instead.

“Great for tracking”

Pros

It does a really good job tracking customer tickets and the multiple filters make it much easier to sort through everything. It also includes a lot of reporting options which gives a clear view of how the platform is being used.

Cons

The support could be more helpful, especially since the chat-based assistance feels less convenient than email or regular messages. Setting up automations and escalation rules is also more complicated than it should be.

“remote access from my phone”

Pros

Using it has been very simple. It includes a lot of the important features and functions I need and I can even access it remotely from my phone which is really convenient.

Cons

There are still a few issues though. The resolved feature sometimes runs into errors and I've noticed similar problems with some interaction tickets. It's also a bit on the expensive side.

“Improves customer engagement”

Pros

Having live chat, email, phone and social media all in one platform makes support much more manageable and the feature set is genuinely helpful. Since it's cloud-based, it's also simple to work with and the automation tools are smart enough to keep tasks moving quickly and efficiently which helps the business run better and improves customer engagement and overall experience.

Cons

When a high volume of requests comes in at the same time from different channels, the ticketing system can start to feel slow and the platform overall becomes a bit more complex to handle. Setting up the virtual assistant could be more simple too, especially because some fields seem to be mandatory for launch even when they don't really feel necessary.

“Workflow automation done right”

Pros

The workflow automations we put in place have been excellent. On the customer-facing side, everything gets managed without much friction because each task has clear owners and action items assigned. That level of structure is usually a hassle to set up in competing tools so this has been a real advantage. Our newer team members were also able to get comfortable with it pretty quickly even with very limited training. Another feature that has been extremely valuable is the ability to track and make sense of a customer's interactions with us over a long period of time.

Cons

Although it has definitely made our work easier, the documentation and search experience could still be improved so there are more options available and navigation feels better. Safari also doesn't perform as well as Chrome in certain situations, especially for specific tasks like note-taking and call dialing.

“Affordable ticketing solution”

Pros

Right from the start, it felt very user-friendly. It integrated into our existing systems without much trouble and gave us useful data that helps us manage the business better. For any company handling ticketing, it's especially helpful because it brings all tasks into one place which makes day-to-day work much more organized. The reporting feature is also very practical and creating reports in the system is simple. On top of that, the reports can be exported in different formats depending on what you need, including Word, Excel, PDF and CSV. Considering everything it offers, the pricing is quite reasonable. Once it's fully integrated and you begin using it regularly, it really proves how valuable it is.

Cons

I honestly didn't run into anything that I disliked.

“Knowledgeable customer service reps”

Pros

Getting started with it was simple and their customer service reps really knew what they were doing.

Cons

support response time felt a bit slow. Replies to tickets could sometimes take days and in my industry we need answers much sooner. When they did respond, the team was knowledgeable and able to address the issue but there were times the problem had already been resolved by the time we heard back.

“Live chat for urgent conversations”

Pros

Impressed with its dependable customer call center and the live chat is there for urgent conversations when a quick response matters. It also comes with a knowledge base which gives customers access to helpful information and guidance whenever they need it.

Cons

It is a user-friendly customer support platform and the combination of live chat and calling helps teams deliver efficient service.

“Dynamic search and helpful analytics”

Pros

Keeping track of sent requests is very simple and searching through the history is easy. The analytics are useful, the administration features work really well and the search feels dynamic and responsive.

Cons

The native dark mode could be better. At times, it also feels a bit difficult to reach their support team.

“Pleasantly surprised by Freshdesk”

Pros

I had my doubts about whether this could really compete with the bigger names but it has actually been a very pleasant surprise.

Cons

Getting started is quick and the setup is very simple. It is not overly complicated so new team members are able to learn the platform and start using it without much trouble.

“Fits small business needs”

Pros

It offered the right licensing setup for a small business so we weren't forced to pay for a bunch of extra features we didn't actually need.

Cons

Most issues were manageable with our own expertise but on the rare occasions we needed outside help, we had to wait for the support partner. Because of that, I'd recommend choosing the right implementation partner, especially if the service doesn't operate directly in your city.

“Reliable support for every client”

Pros

Our whole team is able to deliver high-quality service to all of our clients with this platform and having a free version available is an added bonus.

Cons

The only thing I'd want is a bit more training so we could really take full advantage of everything this app offers.

“Quick chat support”

Pros

Ticket management is simple and works well for what we need. Our expectations weren't especially high and their chat support has been very fast whenever we've had simple questions.

Cons

It doesn't offer much flexibility when it comes to building a knowledge center for clients.