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

“Custom built features”

Pros

Custom-built features and workflows, along with how simple it is to use, make setup and customization for an organization pretty simple. It offers very good value for the money and the extra options like asset management and SaaS optimization tools fit in nicely and work well as part of the broader suite.

Cons

An advantage but also a limitation, is that it comes ready to use right away. It doesn't need as much customization as some other platforms but that also means you may not be able to add the extra functionality you need.

“Free version is good enough”

Pros

It is very user-friendly and putting it in place didn't take much effort at all. The fact that it's completely free is a huge plus, while still offering extra features for teams that want to pay for more. Even sticking with the basic version is more than enough to use it effectively.

Cons

The interface can feel a bit confusing at times especially when trying to figure out where certain settings are located. I also ran into some trouble with the portal login now and then when attempting to sign in.

“Reduces repetitive work”

Pros

This program felt very simple to use. The interface makes ticket management simple and the automation tools do a nice job of reducing repetitive work. It also integrates well with the other tools our team uses which has been a big advantage.

Cons

A few settings are tucked away more than they should be and it took some time to understand how to customize certain workflows. The reporting features also feel like they could offer a bit more flexibility.

“Well-structured interface”

Pros

The interface is well-structured. The ticketing system stays well organized and the automation rules save a lot of time by sending tickets to the right team member automatically. Customer support response times have also been very reliable.

Cons

Reporting could be more advanced and at times the insights feel a bit limited unless you move up to a higher-tier plan.

“Quick to learn”

Pros

Right from the start, it's interface felt very user-friendly so our team was able to learn it quickly without needing much training and get up and running fast. The app is also very user-friendly.

Cons

Getting everything set up at the beginning was fairly complex and it took a few attempts to configure it properly for a ticketing system. It also comes with a lot of features but in many cases, small businesses will probably only use a handful of them.

“weaker ticketing”

Pros

During support calls, the knowledge base was a dependable resource because our admin integrated it really well with the ticketing system. It gave us a solid reference point for troubleshooting and even when we ran into more unusual issues, we could still present the steps in a way that felt smooth.

Cons

I don't have any complaints about the knowledge base side of the platform. My concerns are really with the ticketing side because even though the KB integration was handled well by our admin, the ticketing functionality itself didn't feel as carefully thought out.

“makes customer interactions easy”

Pros

It has been really awesome. It's simple to work with, the interface feels user-friendly and most of its services integrate well with social media platforms. Its features do a lot to make customer interactions easier and the one I appreciate most is the ability to tag clients which makes my work much less difficult.

Cons

It isn't as fully customizable as many other tools in the same category so quite often you have to adjust to the customization system it already provides.

“Cancellation nightmare and poor support”

Pros

The platform handles its core functionality the way it should and I don't have any issues with how it works on that front. That said, their own customer service has been below average.

Cons

The real problem shows up when you try to cancel the subscription and that's where the service feels extremely limited. It has been unbelievably difficult to cancel and they've continued charging us for the past two months even though we submitted the cancellation three separate times through the admin panel.

“Excellent value for money”

Pros

It has been excellent value for the money. I use it every day to track and manage customer support tickets and I also really appreciate how well it integrates with the rest of our tech stack and how simple it is to use.

Cons

Collaboration side between the customer support and Sales teams feels challenging since both groups work in the platform and could use more shared features.

“Makes collaboration practical”

Pros

Our team can all get into emails and other communications from one place without needing to share login details across multiple accounts which makes collaboration much more practical.

Cons

The platform feels fairly complex overall. It also leaves out a few things I would normally expect from a standard email program such as the option to schedule emails to send later.

“Solid features at a fair price”

Pros

It gave us really good value for the money. It was fairly simple to use and the features included in the starting tier were more than enough for what our team needed at the time.

Cons

Honestly, I can't point to anything that felt like a real downside for us. The pricing felt fair for the features we were getting.

“Easy to set up”

Pros

It was not hard to set it up. We only needed to set up a mailbox for our organization and whenever staff email their ticket requests there, those messages are automatically turned into trackable tickets.

Cons

The limitation comes in when you need more than two agent accounts handling responses or if you want separate helpdesks for additional departments because that requires a paid subscription. I get that they need to monetize the product but it's still a frustrating pain point for our team.

“Gives customers an easy way to reach us”

Pros

Using it day to day feels very simple. It gives our customers a simple way to reach us and the instant communication has been a big plus.

Cons

The setup process was a bit of a challenge. It took a while to get the software working the way we wanted and having to keep someone constantly available for chat can be demanding.

“Keeps track of client communication history”

Pros

Keeping track of client communication history was really simple and sharing it with other team members during handoffs worked well. We also relied a lot on the notes feature to add extra context and internal details that clients couldn't see.

Cons

Interface feels a little convoluted and some features can be hard to locate. We also had mixed results with the custom rules since they were pretty hit or miss.

“Cuts down on manual work”

Pros

Every day, new customer requests come in without any hassle and that has made a real difference for us. The automatic ticket assignment and self-service options have cut down a lot of manual work which gives my team more time to focus on the more complex issues that actually need attention.

Cons

Creating highly personalized, detailed reports can be fairly time-consuming especially when trying to track very specific agent metrics or deeper customer journey details.

“Saved replies save time”

Pros

Handling a growing number of tickets feels much more manageable with this system. The ticketing setup is really simple to use and helps organize everything a lot faster. Saved replies are a big time-saver and with ChatGPT built in, getting responses out is even quicker.

Cons

Reporting is where it falls short. There are basically no customization options so you're given a ton of data and left to sort through it yourself. Some of the operational details we actually need are also frustrating to access unless we export them manually.

“Friendly ticketing that just clicks”

Pros

It is so user-friendly. Even someone completely new can move around the system without confusion. Ticket handling feels very simple and adding tags or making quick updates only takes a few seconds.

Cons

Lately, they've introduced too many required sections that have to be filled in before a ticket can be closed. It used to be just two or three fields but now I have to update five or six, otherwise the system won't let me close the ticket.

“Simple to set up support tickets”

Pros

Freshdesk has a clean interface that keeps everything nicely organized. Setting up support tickets is simple and the workflow stream is simple to follow so tracking each ticket is very manageable.

Cons

There are still occasional problems with real-time notifications since they do not always pop up properly. Email notifications can also get stuck from time to time although the tickets themselves usually work without any issues.

“Helps us resolve issues faster”

Pros

All of our customer billing tickets run through Freshdesk and that setup has worked really well for us. The ticketing system, SLA tools and canned responses help the team resolve issues faster and with better accuracy.

Cons

The reporting dashboard still feels limited when it comes to customization especially for billing-focused metrics like time to resolution by payment type.

“Extremely flexible”

Pros

It gave us a lot of flexibility to adjust the setup around the way our business operates. We were able to route a centralized mailbox into the ticketing system and each incoming email automatically created a ticket which worked really well for our team.

Cons

Reporting and automation areas can be a bit tricky to work through and aren't the most user-friendly to navigate. Because of that, we ended up exporting all of our tickets each month and building our own reports in Excel using Power Query.