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

“Keeps improving”

Pros

This software has kept improving over the years, adding new features and options that help us stay productive and keep customer satisfaction high. The customer support portal, ticket communication, satisfaction emails, support article creation and now the AI integration all work really well together. Overall, it has been an A+ experience.

Cons

Since we began using it, we've only run into one or two minor issues. Whenever that happened, their support team helped us out and walked us through everything so it got resolved pretty quickly. Those problems came up early on during the integration stage and did disrupt our workflow for a day or two. Luckily, it happened during a slower period with lower customer traffic because if it had happened during one of our busier seasons, it could have caused more serious problems.

“Organized teamwork and faster resolutions”

Pros

Running a growing company made it tough to keep up with the number of customer requests coming in and Freshdesk has helped a lot with that. Everything feels much more organized now and it gives the team a better way to coordinate who has handled what so issues get resolved faster.

Cons

there's no good option for part-time team members since they cost the same as full-time users. I've also found their support team a bit difficult to deal with when we've needed help solving problems.

“Excellent free plan for support”

Pros

It offers a really solid free plan that comes with live chat and other support tools which helps keep the workflow simple and efficient.

Cons

The paid plans can feel fairly restrictive and get expensive depending on the package you choose and the number of user seats included.

“helpful notification system”

Pros

Using the ticketing tool feels very simple so it works well for all kinds of users. The notification system is also very helpful for staying updated at all times.

Cons

A downside is the reports you can export directly from the tool since there isn't much flexibility to customize them with the specific information needed.

“Helps cut our resolution time”

Pros

Its great how well it pulls customer questions from different channels like email, chat and social into one place. We also set up workflows that automatically assign tickets based on each agent's expertise and that alone helped cut our resolution time by 40%.

Cons

The reporting gets the job done but it's not the best option if you need highly detailed custom dashboards. On top of that, connecting it with a few of our older internal tools took some extra effort.

“Feature-rich platform”

Pros

Getting started with it doesn't take much effort and once you learn the different tools, it comes with plenty of features that really help make the job more manageable.

Cons

The ability to merge other tickets into current ones is really useful and having the option to add a private note to each task or ticket is something I appreciate as well.

“full-featured system”

Pros

The software is well designed and very user-friendly to use. It's simple to handle and the features are quite comprehensive.

Cons

I haven't noticed any significant drawbacks with the software. In our day-to-day use, we haven't run into any real limitations.

“Handy Microsoft and Azure integration”

Pros

It works really well with Microsoft domains and Azure which has been a big plus.

Cons

Trying to learn it on your own isn't the most simple process.

“Quick set up”

Pros

Easy to use and the setup didn't take much time. It makes things convenient for users to submit tickets and stay updated through the portal and email notifications.

Cons

I'd still like to see a more capable back end from the agent side. It would also help if customizing the support portal was more flexible and if reaching the IT support team were simpler.

“huge time-saver”

Pros

The automation tools especially ticket routing and canned replies, save us a lot of time every single week. The built-in knowledge base is also a big plus because it lets customers find answers on their own which helps reduce the number of support requests coming in.

Cons

Some of the more advanced reporting filters are a bit buried and take a few extra clicks to reach than they probably should.

“Central hub”

Pros

Having the ticketing system tied together with email and chat in a single dashboard really helps me prioritize and manage customer issues without jumping between tools.

Cons

Automating repetitive tasks is not always possible and some of the more advanced features are locked behind paid plans so I occasionally need to upgrade.

“Simple to manage ticket status”

Pros

It provides solid ticketing with proper assignment to the right team members. Managing ticket status, assignees and responses is simple and works really well.

Cons

I don’t see any downsides to it.

“Outdated knowledge base”

Pros

Freshdesk handles the core ticketing functions well and it's simple to keep track of ticket status, assignees and responses.

Cons

It does the job overall but the knowledge base feels underdeveloped and has an outdated look.

“Easy to implement”

Pros

It was easy to set it up. The setup process, core functionality and built-in features were all ready to use right out of the box which made the whole implementation feel very simple.

Cons

The functionality is somewhat limited. There's a more advanced ITIL-compliant version available and it took a while to figure out how to handle certain limitations in this lower-tier product.

“Advanced analytics”

Pros

The advanced reporting and analytics have been really valuable for improving our processes and tracking performance more effectively. The canned responses for common questions are also a big help since they save our team a lot of time during daily support work.

Cons

Setting up the more advanced automation rules can be challenging at first because the learning curve is fairly steep.

“Helpful communication tracking”

Pros

Keeping vendor conversations and internal team communication in one place has made things much more manageable. It also helps me stay on top of important information like purchase orders and vendor details without losing track of anything.

Cons

The pricing is quite high compared with other platforms especially for small and medium-sized businesses.

“Unified tools”

Pros

It's helpful that the product connects well with other business functions especially sales and marketing, giving everything a more unified feel.

Cons

A lot of the basic functionality feels only partially complete like it's 90% there but not fully finished. Important parts of the service workflow are also divided between two separate tools which makes things less convenient.

“Lovely automation features”

Pros

Using it has been very convenient because the platform is simple to navigate and the automation features do a really good job of routing tickets to the right person without much effort. It also lets us publish common questions and answers which helps students solve issues on their own instead of reaching out for support every time.

Cons

It is quite expensive especially for smaller schools with tighter budgets.

“Powerful built-in reporting”

Pros

Getting it up and running was simple and the built-in reporting has been really useful right from the start.

Cons

The slower support response times created productivity problems for my team and made it harder to keep things moving.

“Efficient ticket management”

Pros

The interface is user-friendly, ticket management works efficiently and the integration with other tools is really good.

Cons

There are a few occasional slowdowns and some advanced features require a paid plan.