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

“Free for small teams”

Pros

Its completely free for teams with 10 agents or fewer. The feature set is limited on the free plan but after looking through the different editions, the paid options definitely seem appealing as well. As a dedicated helpdesk, it does a really impressive job. The interface feels user-friendly and responsive which made daily use pleasant. I also got a lot of value from the mobile app and used it often while away from my desk. In fact, it's noticeably better than the mobile app from our current helpdesk solution which I pretty much avoid altogether.

Cons

It's been a while since I last used it so I honestly can't recall any real negatives from my time with it. The only clear limitation is that it works as a standalone helpdesk. Freshworks does offer other products that connect with it for things like CRM and remote access but those are separate tools.

“Collaboration made convenient”

Pros

Handling, sorting, sharing, collaboration and using the knowledge base to pass along solutions all works really well here. Communication between the person submitting the ticket and the IT technician is simple and the whole process is simple to manage in one place.

Cons

I wish it had Google Calendar sync. We can create tasks and projects but without that integration, you still have to log in instead of just checking your calendar throughout the day.

“Promising start with freshdesk”

Pros

We're still getting started with it so it's all pretty new to us at the moment.

Cons

we don't yet have a full understanding of everything the product can do and we'd like to learn more so we can use it to its fullest potential. It would really help if the Freshdesk team took more initiative in guiding us and showing us how to make the most of the platform.

“Responsive central solution”

Pros

Using it felt very simple because everything makes sense. It was also very responsive and having all the information gathered in one place on each ticket made things much more convenient.

Cons

At the time I used it, we needed more granular control like custom roles so certain users could only view specific limited areas.

“Polished and clean design”

Pros

The workflows and automations work really well and the interface is super user-friendly with a very polished design. It doesn't take long to get comfortable with it either, you can go from just starting out to feeling like a power user within a few days.

Cons

There's nothing specific I dislike about it.

“Ends up saving money and time”

Pros

been a really positive experience because it's simple to work with and ends up saving both time and money over the long run. The project management and tasks feature is especially impressive and the ticketing system has boosted overall efficiency for our tech department. It's also helpful that you can integrate third-party tools for remote access to support end users.

Cons

The auto-response functionality, along with canned responses can be improved. Some kind of AI-assisted feature would also be a valuable addition.

“Offers a lot of value”

Pros

Customizing it is simple and it integrates well with the applications we already use. It's also very cost-effective for what it offers.

Cons

It could still use more features and the customer support could be better.

“Affordable and worth it”

Pros

Compared with other options, the pricing is very affordable and offers really good value.

Cons

responses from their support team can sometimes be slow.

“Basic yet flexible”

Pros

It is a pretty simple system for ticketing, knowledge base management and IT asset management. Right out of the box, it's fairly basic but there's still a decent amount of customization available if you want to tailor it to your needs.

Cons

Don't expect the support team to be especially helpful unless your questions are very basic. Support felt quite limited and I was fortunate to have the HTML and integration knowledge needed to handle the setup and configuration properly. You really do need to invest the time to set it up correctly for it to be worth the relatively low price.

“Covered all our needs”

Pros

It was one of the best tools we used at my previous office, especially for a startup. It's very flexible as a CRM and also really helpful for customer support. I was able to manage all of our client details properly for business use and having everything in one place made the work much more organized. It offers really useful services like chat, phone calls, email ticketing, chatbots and CRM details so it covered almost everything we needed.

Cons

chatbot feature feels expensive and the free trial only lasts for a limited number of days.