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

“Great way to handle client tickets”

Pros

it works really well as a platform for handling client tickets and messages. It also includes a built-in way to respond directly to client incidents which is very useful for tech support work.

Cons

Ticket status management could be better. At times, a large number of irrelevant tickets can build up and remain open which makes things less efficient.

“lets you customize ticket workflows”

Pros

The platform is simple to use and it lets you customize ticket workflows to match your business needs.

Cons

not every customization feature is included in the lower subscription plans.

“Wonderful support system”

Pros

It has been an outstanding support system overall. We use it both internally and externally across our field network and it gives us a lot of flexibility when it comes to managing support tickets with our team of three.

Cons

Filtering for existing tickets feels a bit complex and confusing at times. There are also moments when the filters seem to stay applied even after being cleared and that can create problems now and then.

“Best ticketing solution I've used”

Pros

Freshdesk has been the best ticketing solution I've used and the customer support has been excellent.

Cons

At this point, I honestly haven't come across anything to dislike because everything has been positive.

“Sudden 50% price hike”

Pros

The product itself is alright but the pricing changed out of nowhere with a massive increase.

Cons

After using the product for years, they suddenly raised the price by more than 50% which feels like a huge and unexpected jump.

“Smooth connection with CRM systems”

Pros

Handling requests from different channels like email, phone, chat and social media all in one platform is incredibly convenient. The connection with CRM systems also works very effortlessly which makes the whole process even better.

Cons

user interface could be improved further when it comes to customization options. Aside from that, the software is extremely useful for day-to-day work.

“Highly recommended”

Pros

it has been a really positive experience. The interface is clean and user-friendly so getting started doesn't take much time at all. I especially appreciate being able to connect different channels like email, chat and social media and manage every request from one central place. It makes handling and tracking support tickets much more efficient and communication with our customers has improved noticeably because of it. The automation features save us a lot of time and the reporting tools provide valuable insights into how the support team is performing. On top of that, the customer service is excellent, fast, knowledgeable and always willing to help. All in all, I would absolutely recommend it to any company looking for a capable and user-friendly ticketing system.

Cons

There is honestly very little to criticize. The only real downside is that support is only available in English and the process can sometimes feel a bit slow.

“easy to onboard new agents”

Pros

Makes it simple to handle tickets and it works well for tracking workflow across multiple agents. It also makes onboarding new agents simpler and the productivity metrics give a clear view of how the team is performing.

Cons

The spam filter can be a bit too aggressive at times but as long as you regularly check the spam inbox, it's usually manageable and not a major issue.

“Reliable ticket resolution”

Pros

Whenever a student runs into any kind of issue, I can raise a ticket right away and the problem gets resolved.

Cons

I haven't come across any drawbacks so far. Everything has been working well and the feedback from students has been very positive too.

“Makes a noticeable difference”

Pros

Using it for customer support tickets made a noticeable difference. It kept inquiries organized and helped our team reply more quickly which ended up improving customer satisfaction.

Cons

The reporting tools could offer more detail although they still provide a solid overall overview.

“Has been a gamechanger”

Pros

After using it for the past few years, it has truly been a game changer for our support team. The automation tools are excellent and setting up workflows and triggers has made a noticeable difference in how quickly we respond. We also get a lot of value from the reporting and analytics features since they give us clear visibility into team performance and make it easier to spot where we can improve.

Cons

There are still a couple of areas where it falls short. The interface can feel a bit overwhelming especially for someone new to the platform. Moving through the different tabs and settings is less user-friendly than I expected.

“Effective for creating tickets”

Pros

Creating tickets with it is very efficient and simple. It lets me get everything logged in a very short amount of time.

Cons

At times, applying filters takes longer than it should. I also have to clear and reapply the filters again and again which gets frustrating.

“Time-saving product”

Pros

The automation tools such as ticket routing, automated replies and workflow automations, cut down a lot of work and save a significant amount of time.

Cons

Mobile app often misses some features that are available on the desktop version which can make it more difficult for teams to handle support tickets while away from their computers.

“detailed reporting”

Pros

Having omnichannel support in a single dashboard has really helped organize our workflow and save us a lot of valuable time. The detailed reporting and analytics around response times and other key metrics are also a big plus since they help us improve the quality of our support.

Cons

more advanced automation and reporting features are only included in the higher-tier plans which may not work well for every team.

“Helpful customer query handling”

Pros

It helps resolve customer queries really well and keeps the data organized properly which makes support work much more effective.

Cons

Using subtypes with multiple options can be difficult and a bit confusing to manage.

“Outstanding reporting tools”

Pros

The reporting tools are really useful, the interface feels user-friendly and getting everything set up was simple.

Cons

Every now and then, generating larger reports can cause some lag or even freeze up. The automation features work well but they're still a bit basic compared to some other platforms.

“Automatic reminder feature is amazing”

Pros

The ticket tracking system is really powerful. It gives team leaders a clear way to follow the progress of every ticket and that makes routine monitoring much more manageable. It's also really useful at the end of the year to have a simple view of how many tickets were resolved overall. On top of that, the automatic reminder feature helps a lot by notifying customers when they haven't replied to our emails which keeps communication moving and lowers the risk of issues being left unresolved.

Cons

There's no way to set a static email address in the CC field by default. That has caused some inconvenience because I occasionally forget to manually include my team's email when messaging customers and that can result in missed updates.

“Stable platform with great service”

Pros

Ticket management is top-notch and it connects with a wide range of software either through the marketplace or by using custom SDKs. The platform has been very stable and the customer support has also been excellent.

Cons

The pricing feels a little expensive and the way automations are built and implemented isn't as good as it is in some other tools.

“Reduces response times”

Pros

It has been a strong addition to our support workflow thanks to its user-friendly interface and automation tools which make handling customer service much simpler. The ticketing system is especially solid, helping us prioritize and manage incoming requests efficiently, reduce response times and improve customer support metrics. Another big plus is how well it connects with other business tools like CRM and e-commerce platforms so customer details and history are available in one place. The reporting features are also very useful, giving clear insights into team performance and helping us identify where to improve our support process.

Cons

There are plenty of features available but that can make the platform feel a bit overwhelming at the beginning especially for new team members who need some time to learn all the available options. Some of the more advanced customization settings are also a little tricky to configure which can slow down onboarding. On top of that, the pricing can become a concern as you add more features and more team members making it potentially expensive for smaller businesses. That said, once the team gets familiar with the system, it becomes incredibly helpful.

“Competitive pricing”

Pros

Running client support through this tool has been a big win for our digital agency. It's a powerful ticketing platform that comes at a very competitive price and it plays a major role in helping us keep communication organized while delivering fast, dependable support. The features I rely on most are the canned responses and the option to forward emails straight into the system to create tickets automatically.

Cons

Honestly, I don't have anything major to complain about. If I had to point out one thing, it would be that some features are locked behind the higher-tier paid plans though I understand that's part of how the business is structured.