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

“Amazing email management”

Pros

The email management stood out right away and being able to link connected issues together was especially impressive.

Cons

Having an integration with Jira would have made it even better.

“Insightful analytics”

Pros

It stood out for the depth of its analytics. It covers our support management, knowledge base management and customer success needs really well as a CRM software provider serving 12k clients. Managing the knowledge base across 6 different languages is very user friendly and simple. We were also able to expand the platform step by step, starting with our own backend integration, then adding chat management, integrated JIRA and review management. It's reassuring that we can still keep extending it further with a chatbot and forums if needed.

Cons

Search functionality could use improvements. It would be better if the filters available alongside search terms were more advanced since they feel a bit limited right now.

“Creates analytical reports on customer satisfaction”

Pros

One thing that really works well in it is its powerful call center which brings customer support together and helps teams share reliable information with clients. The live chat is also consistently dependable which adds more credibility to the responses customers receive from support. On top of that, it creates analytical reports on customer satisfaction which is very useful for tracking service quality.

Cons

It has improved the customer support system by making conversations more reliable and ensuring that questions are answered accurately.

“free plan for small businesses”

Pros

It offers a free plan for small businesses that's surprisingly affordable while still being very capable. For a lot of smaller operations, it feels like a really solid fit compared to competing options. A few features are still missing like the ability to restrict agent views and those could be important depending on how your team works. Even so, we value having an option like this that can grow alongside our business needs.

Cons

The area that feels a bit underdeveloped is the integration with third-party CRM platforms. It would be much better if details from our CRM could appear directly inside customer support conversations so agents could access that information without extra steps.

“Incredible ticket management system”

Pros

This tool works really well as a ticket management system for handling and resolving customer complaints. It delivers updates quickly, includes useful resolution tools and sends support notifications promptly. The automated features are helpful and the interface is user-friendly, with up-to-date reports that give visibility into every part of the support process.

Cons

From where I stand, it creates extra work because spam emails are not filtered out automatically. That means more time is spent deleting spam and checking the status of legitimate tickets which can slow down individual productivity. The automatic spam controls and filtering tools need improvement to make the system more sustainable for future users.

“Handles several issues at once”

Pros

Starting out on the free plan made a big difference for us and it helped us handle several issues at once, including ticketing, live chat and sharing knowledge with the team.

Cons

the setup and configuration felt a little confusing and we probably could have reached out to customer support for guidance but we never actually did.

“Reliable ticketing for users”

Pros

It made it much easier for our end users to reach out to us and submit IT-related tickets whenever they needed help.

Cons

At the beginning, it felt a bit overwhelming but after spending some time exploring it and learning how it works, everything started running really well.

“Clean ticketing, friendly interface”

Pros

The ticketing management works really well and the interface is very user-friendly to navigate.

Cons

Instagram support is still missing. It includes social media channels like Facebook, Twitter and other networks in the omnichannel setup but Instagram isn't there, even though so many people today spend most of their time on it.

“Instant confirmations upon ticket submission”

Pros

Whenever I submit a ticket, I get an instant confirmation that it's been received which is really reassuring. I can also check anytime to see who has my ticket and when it was read and that's something I really appreciate.

Cons

Honestly there isn't much to complain about. It's a simple system but it works very well.

“boosted customer satisfaction”

Pros

It has really boosted customer satisfaction by helping us engage with customers in an efficient and thorough way. On top of that, it offers a stable and affordable call center that makes it convenient to handle client needs. Another big plus is the ticket planning feature since it ensures every issue reaches the company on time.

Cons

There have not been any real downsides for us. It keeps customer issues well organized within the business and problems get resolved quickly without any difficulties.

“Reasonable pricing for small businesses”

Pros

Getting this help desk up and running only took a few hours which was a big plus. The software is very simple to use and the pricing works well for smaller businesses since you pay based on the number of agents using it. It makes tracking tickets really manageable and sending canned responses is simple too. I also appreciated being able to view reports on ticket volume and set up a knowledge base. The 21-day trial gives you enough time to figure out whether it fits your business before committing.

Cons

Since it's a more basic help desk platform built for quick setup, it does come with limitations and isn't especially dynamic. I don't think it would be robust enough for a larger business. Another downside is that several features are locked behind paid upgrades and when I contacted support about an issue with one feature, I was often told that I'd need to move to a higher plan to get access.

“Easy to update tickets”

Pros

Keeping track of service tickets and updating them is really simple which makes day-to-day support work much more manageable.

Cons

Every now and then, searching within ticket content has been a little inconsistent. It's nothing serious, just a small inconvenience at times.

“well-structured customer support platform”

Pros

It is a very well-structured customer support platform where issues are routed and shared according to the specific needs raised by customers. On top of that, it includes live chat which is fast and user-friendly when incidents come up. The platform also works well as a customer relationship support tool, helping build stronger connections both inside the company and with clients outside it.

Cons

It has clearly helped improve customer support in companies by offering a reliable and affordable platform that aligns well with client needs.

“Keeps getting better with every update”

Pros

Running a small business gets a lot easier with this platform when it comes to improving customer service and keeping employees on top of support tasks. I've been using it for several years now and honestly I have no real complaints. Every update along the way has been a positive improvement.

Cons

Sometimes, a customer email doesn't seem to make it into the system. We still haven't figured out exactly why that happens but it's very rare.

“Helpful Solutions section”

Pros

After using it for several years, it still feels simple to navigate. It's a really solid platform for handling customer service requests and keeping everything organized. The Solutions section is also a big plus since customers can quickly find answers to common questions on their own.

Cons

editing of support questions could be a bit clearer.

“Excellent live support and call center”

Pros

Having a call center built in adds another direct way for customers to reach the company. Also, the live assistance is immediate and works efficiently when new issues come up which makes support more responsive.

Cons

It creates a productive communication channel that improves how satisfied customers feel with the company's support.

“Manages both email ticketing and live chat”

Pros

We mainly use it for customer support and it does a really good job handling both email ticketing and live chat. The platform is simple to use and works very well for routine support management.

Cons

The more advanced reporting features take a little time to fully understand and learn. It's also priced on the higher side.

“Can copy other users on reply mails”

Pros

I like being able to copy other users on reply emails. It lets me handle email communication directly inside the system, keeps everything tied to the ticket and still allows other users to simply follow updates from their regular inbox without needing to work inside the platform.

Cons

Some of the default settings are a bit annoying like requiring a defined area for every ticket but it's not a major burden.

“best online customer service tools I've used”

Pros

It is one of the best online customer service tools I've used. It brings together help desk features, live chat and customer engagement services in one place. Another big advantage is how quickly users can reach you through it, often within a minute.

Cons

Overall, I've had an excellent experience with this software and I haven't come across any bugs worth mentioning here.

“Connected support across teams”

Pros

It helps create much more fluid communication with clients by linking all the departments that need to be involved across the company. The follow-up afterward is also very practical and useful.

Cons

The hardest part is getting the team to adopt it since it includes several features and ways of working that are quite different from the tools most commonly used in the market.