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

“No downsides”

Pros

The ticketing system works really well and the overall feature set is strong and useful.

Cons

I don't have any negative feedback about this software at the moment.

“Ease of generating reports”

Pros

Report generation is really simple and it's been very helpful for handling emails and social media chats.

Cons

It does lag at times but it's still very useful overall. Creating reports is really simple.

“Increased my team's productivity”

Pros

Since we started using it at my company, I've noticed a clear increase in my team's productivity. It's a very solid helpdesk platform and was very simple to roll out.

Cons

The interface could use a bit of improvement.

“Boosts efficiency”

Pros

It has been an excellent platform for managing our tickets and helping colleagues effectively. It's been especially useful for creating support alerts, using resolution tools and sending quick updates. Having a full log of every ticket and the way each one is handled has really boosted the Support team's efficiency, while also giving us better analytics on individual performance.

Cons

Spam emails still come through and aren't filtered out automatically. That slows individual performance down because extra time has to be spent deleting spam and then following up on the real tickets. Better filtering and an automated spam control tool would make a big difference.

“Good issue management system”

Pros

Getting this up and running was fairly simple and the interface feels reasonably user-friendly. It does take a little practice to get fully comfortable with it but that's true for most tools in this category. The issue management system is also quite good and works well overall.

Cons

Applying integrations with third-party software could be made a bit simpler.

“Customer support transformed”

Pros

Our support process used to take a lot of time and often felt inefficient. Once we started using Freshdesk, the improvement was immediate and customers quickly noticed the difference and even complimented the change. It also fit into our daily workflow without much trouble so adopting it as part of the routine happened naturally.

Cons

Since the platform comes with so many features and capabilities, the beginning was a bit challenging for a team that had never worked with such an advanced system before. It took some time to really understand how to make the most of everything it offers but by the second week we were already feeling much more confident and comfortable with it.

“Fast replies and effortless setup”

Pros

Set up was simple and it has been very simple to use from the beginning. It's always available and the best part is that customers hear back from you the moment you respond. When you're trying to establish yourself in an industry, it really makes customer support feel effortless.

Cons

Honestly, there wasn't anything to dislike. It was quick to implement, simple to learn and my team was already up and running from day one.

“Worth the money”

Pros

Everything from installation to implementation was easy. The customer support service is very good, it feels worth the money and the system is safe, secure and reliable. The AI features are also very attractive and add a lot of value.

Cons

All of the features are genuinely helpful although there are occasional lags that seem like they could be related to network or server issues.

“Saved us a lot of time”

Pros

Having every chat and ticket from all our booking channels gathered in one central system has saved us a lot of time.

Cons

There was absolutely nothing we disliked about it, period!

“Powerful tool for any customer service team”

Pros

There's a wide range of features available for everyday tasks and it's a really powerful tool for any customer service team.

Cons

The biggest downside is the product's customer support. At times it's fine but other times the response takes far too long, even for issues that should be simple to resolve.

“Broad set of tools”

Pros

It covers a broad set of essential support tools, including live chat, email, phone and social media channels. Being cloud-based makes it convenient to access and the interface is user-friendly. Its smart automation features help tasks get handled faster and with less effort which improves overall business efficiency and creates a better experience for customers.

Cons

Upgrading the reporting features feels too expensive, especially for individual agents or users. On the positive side, the free trial is useful because it lets teams explore the platform's wide range of services before deciding whether upgrading is the right move for the business.

“Helps deliver a more personalized customer experience”

Pros

it helps us respond quickly, deliver a more personalized customer experience and stay transparent about customer needs across every level of the organization. It brings together support through chat, email, phone and social media in one place. The cloud-based platform is user-friendly and its smart automation features make customer interaction workflows more efficient while improving the overall experience. It automatically creates tickets and routes them to the right departments. The records provide detailed visibility into customer requests, including timing, current status and response speed. That insight makes it easier to spot weak points in our support process and improve them. The dashboard also gives each team member the information they need such as which tickets require attention and the chat feature lets them ask coworkers for help or reach out to customers directly for clarification.

Cons

There are still times when the automation doesn't cover what we need. Even with the strong features it offers, the platform could use more improvements and deeper workflow automation. Some limitations still come up in areas where automation is necessary and occasionally it just can't handle a process the way we need it to.

“Exceptional customer care”

Pros

Pretty simple to figure it out, even without any previous help desk experience. It was easy to learn and understand and whenever I reached out to customer support, I never had to wait more than a few minutes for a reply. Their customer care team has been fantastic.

Cons

I tend to prefer a more old-school interface but that really comes down to personal taste. Aside from that, a few settings and options are tucked away inside tabs which can make them a bit hard to locate.

“Separates urgent issues from routine requests”

Pros

Having separate tickets for incidents and service requests really helps distinguish urgent issues from routine requests. The customization options for queues and roles are also very useful, especially being able to limit users from seeing other people's content.

Cons

Its frustrating not being able to add someone to the notification bar while editing a note. I also don't enjoy getting multiple emails when a ticket is assigned directly to me since I receive one for the group notification and another for the personal assignment.

“Issues are resolved quickly”

Pros

It has been very clean and simple to use. The integrations are excellent and the customer support is truly outstanding compared with other tools. It covers everything we need and anytime an issue or concern comes up, it gets resolved very quickly.

Cons

Would be nice if the chat feature looked a bit more polished. There's still some room to improve both the design and functionality there.

“canned responses save time”

Pros

agents can reply directly inside the software and quickly use canned responses whenever they need to. It also shows previous tickets alongside current customer issues which makes follow-ups much more helpful and tagging certain contacts as VIPs for faster support is simple to do.

Cons

reporting tools on the lower-priced plans aren't very user-friendly.

“Important part of my daily work”

Pros

I've used it in two different roles over time, both in technical support and as a CSM and it's been part of my daily work when handling and replying to tickets. The platform is very simple to navigate and it doesn't take long to get comfortable with it at all. One thing I really appreciated was the ability to create plenty of custom fields and connect them with other tools like HubSpot. That setup makes it much easier to see detailed information about the person reaching out which is really useful when managing conversations and support cases.

Cons

It's been a while since I last ran into any major problems but about a year ago there used to be quite a few service interruptions and they often happened without any prior notice. At the time, I wasn't happy with how those situations were communicated or handled. Another limitation in the version we were using was the lack of flexibility around custom SLAs since we could only choose from preset thresholds like 30 minutes or 4 hours. That may have changed by now though since my current company doesn't rely on those settings as much as the previous one did.

“Helpful follow-up reminders”

Pros

We use it across the company to alert staff about member phone calls and issues. It's been really helpful for keeping response times low and making sure people don't forget when a follow-up is still needed on an issue.

Cons

Something that still trips me up is the way staff tagging works when creating a ticket. It feels a bit backwards and I sometimes end up assigning or sending the ticket to myself by mistake.

“Not hard to pick up”

Pros

Simple to pick up thanks to the helpful support team and training videos that explain how to use the platform. It also includes plenty of features and the ticketing system works flawlessly. Since we started using it, I haven't run into any downtime at all which is extremely important.

Cons

Customization for user and supervisor access roles is pretty limited. There are also times when getting help from customer service is difficult and support tickets can sit unanswered much longer than they should.

“Simple menus”

Pros

Right from the start, the menus feel simple and let you get through tasks quickly. At the same time, there's plenty of depth and functionality underneath for more advanced users who want to do more. The learning curve also feels fairly gentle so it doesn't take long to get comfortable with it.

Cons

A few features are missing from the free and entry-level plans that would really help the product stand out and it's not clear why they've been left out. Exporting reports for date ranges longer than the default is also a bit tedious. On top of that, I'd prefer to see some basic built-in reports included in the free or starter versions instead of only old Excel 2003-based formats which need to be converted and resaved in a newer format as an extra step.