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

“Doesn’t take long to get comfortable with”

Pros

It is quite easy to operate and it doesn't take long to get comfortable with it. Moving around the platform is fairly fluid which makes day-to-day use pleasant.

Cons

I do think it's less flexible when it comes to the user interface and workflow customization compared with some other software.

“Exceptional for tracking”

Pros

Online tracking has been outstanding and the security system is exceptional.

Cons

I haven't run into any problems with it since the beginning.

“Collaboration made convenient”

Pros

Right away, it stood out as a strong option for advanced ticketing, automated workflows and omnichannel support. It has made collaboration across our team much simpler when handling customer issues. The interface feels very user-friendly and getting everyone up to speed was quick and simple.

Cons

That said, it still has a few weak spots especially around billing and project management. Integration with other tools could be stronger as well. On top of that, the reporting features would be more useful if they offered deeper customization.

“Automation that really helps”

Pros

We found it to be user friendly and it does a really good job with automation and workflow management.

Cons

Customization options are somewhat limited.

“Beginner-friendly software”

Pros

It offers an tidy interface that's simple to get used to, even for users who are just starting out.

Cons

Doesn’t offer a lot of customization options.

“Fast support through live chat”

Pros

Offering live chat to our customers has helped us resolve issues much more quickly.

Cons

it relies on an internet connection since there's no offline access.

“Helpful self-service knowledge base”

Pros

Customers can access help articles on their own and solve issues independently without needing to contact support every time.

Cons

There's less flexibility when it comes to customizing the interface and some of the more advanced features.

“Excellent multi-channel support hub”

Pros

It brings together customer requests from email, phone, chat social media and other channels in one place which makes support much easier to manage.

Cons

I haven't had any issues at all, everything has been working perfectly.

“Chatbot supports multiple languages”

Pros

From day one, it handled immediate responses across every channel we use really well. The ticketing system is powerful too since every inquiry becomes a ticket and is automatically routed to the right team member's panel. The chatbot has been excellent as well, quick to set up, able to support multiple languages at the same time and fast and accurate when understanding what customers are asking which makes it much simpler for them to reach the services they need.

Cons

Honestly, I haven't run into any negatives worth mentioning. It's simple to configure and the way transferred tickets are organized by priority is excellent.

“Keeps clients informed”

Pros

Setting up automatic replies for incoming emails is simple and it does a good job of keeping clients informed and engaged while they wait for a final response from the support team.

Cons

At times, it slows down for a while before returning to normal.

“Good experience of 5 years”

Pros

Running my small business customer care team on this for about five years has been a really positive experience. The interface is very user-friendly and everyone on the team has been able to learn their way around it and use it successfully without much trouble. The mobile app has come a long way over the past few years too and it's become a genuinely useful way to check client replies while away from the desk. The features we rely on most are private notes on individual tickets, the ability to assign tickets to specific agents for follow-up, tagging for organization and due dates for tickets that need action on a certain day.

Cons

admin panel feels a bit complicated. I'm basically limited to setting up all the automated workflows and canned responses myself because the rest of my team finds that side of the system too difficult to use.

“Superb tool”

Pros

The overall usability of the tool is very well designed and its advanced support ticket management features are a real plus.

Cons

It can be somewhat limited when it comes to integrations with third-party software.

“Cloud access with a helpful trial”

Pros

Being cloud-based makes it convenient to access from anywhere and I also appreciate that they offer a free trial first so you can test it out before committing.

Cons

they've changed the features included in the free version.

“works smoothly”

Pros

The controls and overall operation feel polished and the platform responds quickly during daily use.

Cons

It still falls short on some of the functionality that's needed so it doesn't fully cover every requirement.

“Limited customization”

Pros

Compared with Zendesk which we moved away from mainly to cut costs, thus was definitely cheaper and our support team thought it was somewhat easier to work with. That said, those are really the only advantages I can point to and I honestly wish we had not made the switch because it puts a lot of limits on what my marketing team is trying to accomplish.

Cons

Anyone needing a customizable helpdesk will probably be disappointed. The customization options are very limited especially when you compare it directly with Zendesk. On top of that, I believe there are other lower-cost tools out there that provide more features and flexibility.

“Stellar service”

Pros

Getting started was quick and simple and the customer support has been phenomenal. It feels like there's no end to what this platform can do.

Cons

It can be a bit pricey but it's absolutely worth the cost.

“Reasonably priced”

Pros

The pricing felt reasonable and getting everything set up was simple.

Cons

Adding the billing information was a bit frustrating at first although it eventually got sorted out.

“Support team responds quickly”

Pros

It is very easy to handle and the HTML email support is a real plus. Customer support also responds quickly which makes the overall experience even better.

Cons

The dashboard doesn't look very modern and there isn't much flexibility to customize what's visible or being tracked.

“helps our team provide proactive service”

Pros

This tool really helps our support team provide more personalized and proactive service. Features like team huddles and internal notes make it much easier for agents to stay connected, collaborate efficiently and share knowledge without missing context.

Cons

It does connect with a wide range of integrations but the customization options for the help widget and knowledge base can feel a bit limited for some users.

“Friendly interface”

Pros

User interface stands out for me. It feels very user-friendly, simple to move around in and doesn't take much effort to figure out. The automation features are also a big help because they handle repetitive tasks for me which ends up saving a lot of time.

Cons

pricing plan feels a bit expensive compared to other options available in the market. On top of that, customer support has been slower than I expected and it can take quite a while to get a response.