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

“One place to manage all customer support tickets”

Pros

Switching from our previous support system was a big improvement especially since that old setup wasn't visible to our clients. It has a well arranged interface and gives us one central place to manage customer support tickets. The automation features help create smooth workflows that save time and improve productivity. Being able to assign tickets, set priority levels and build custom workflows makes it much less likely that anything gets overlooked. We also integrated it with our contract system which lets us immediately log the time spent on each ticket. On top of that, we keep our knowledge base in the Solutions articles and the search function works really well.

Cons

A downside is that the cost can climb pretty quickly as your team grows especially if you need advanced features that are locked behind higher-tier plans. The reporting and analytics tools are helpful but they could offer more customization for more complex business requirements. There's also a bit of a learning curve when it comes to getting the most out of everything the platform can do.

“modern interface”

Pros

The interface looks really polished which makes moving around the platform much more simple and keeps usability front and center.

Cons

We did run into a few account security issues but the support team was very responsive and helped us get everything sorted out.

“Easy to create articles in knowledge base”

Pros

Creating and managing articles in the knowledge base is very simple which makes it simple to keep support content organized and up to date.

Cons

The interface feels outdated and there's no proper way to make articles private within the knowledge base.

“Helps improve customer satisfaction”

Pros

Bringing chat, email, phone and social conversations into one place has really helped improve customer satisfaction since issues can be resolved much more quickly.

Cons

it's cloud-based so it always needs an internet connection in order to be used.

“Complete solution”

Pros

It is a comprehensive tool for recording tickets, managing the whole team in one place and customizing the escalation process. The dashboards are especially useful and informative, particularly for tracking which team leaders are resolving the most tickets.

Cons

The reporting side is a bit complicated and takes some technical knowledge to use properly.

“Interface adjusts well”

Pros

The interface adjusts really well during screen sharing which makes it much easier to present and work from different screen sizes.

Cons

Notifications are lacking, closing a ticket requires filling in too many fields, actions are limited to only 50 items at a time and the constant update pop-ups keep appearing even when nothing has actually changed.

“big productivity boost”

Pros

It was really simple to set up and the platform is very easy to use. It has made a massive difference in our productivity.

Cons

Every now and then, there's a task you expect to be possible without much effort but it turns out the feature just isn't there. At times, it can also feel a bit too basic.

“Useful for managing customer service”

Pros

Running customer service for a team of around 2,000 people on this project, it turned out to be a very useful platform. It was easy to use and made it simple to keep track of follow-ups.

Cons

Freshdesk's subscription policy bothers me. After the plan begins, they do not allow cancellations. We paid for six months and then it was automatically renewed for another six months without any warning or confirmation. We are not even using it now and they still refuse to issue a refund. It ended up being a huge waste of money.

“Can be customized”

Pros

Its amazing how simple it is for everyone to use and it can also be customized with your company's logo and branding.

Cons

At times, it logs out if you don't act quickly enough which can erase the request you were working on and force you to start over.

“exactly what we needed”

Pros

It turned out to be efficient and exactly what we needed for our customer community. Everything felt simple and matched our use case really well.

Cons

A few parts did feel similar to other products on the market but overall I still preferred this one over the alternatives.

“Valuable free version”

Pros

Having a free plan has been really useful for our internal work. It's simple to use so getting comfortable with it doesn't take much effort.

Cons

The free version does come with a few limitations but they haven't been a major issue for our company.

“Prompt support”

Pros

Their support team is consistently quick to respond, polite and genuinely helpful. I also appreciate that every conversation is simple to track and share with others when needed.

Cons

It's been a solid piece of software overall and I really haven't come across anything to dislike.

“Excellent staff bandwidth management”

Pros

It is a wonderful product for managing staff bandwidth and it's also simple to handle and use on a daily basis.

Cons

The GUI could still be improved and made better.

“Smart ticket routing”

Pros

One of the best parts is the AI which does a solid job routing tickets, understanding customer concerns and handling repetitive tasks. The ticket merging feature is also really useful because it groups similar issues together making them much easier and more efficient to work through.

Cons

The interface could be more user-friendly although that feels like something that can be improved over time. Communication options are a bit limited too but not in a way that causes any real problems.

“helped me deliver incredible service”

Pros

Working with this has been incredibly valuable as a client support specialist. It helped me deliver outstanding service to our customers and that directly contributed to the excellent company ratings they gave us.

Cons

very high-quality analytics features are still available only in the beta version.

“Perfect for smaller businesses”

Pros

It is simple to use and works really well for smaller businesses.

Cons

The integration side could be better visually since it doesn't look as polished as it should.

“Clean UI and strong ticketing”

Pros

This tool has a clean, simple interface and it offers excellent notification settings along with solid ticket management options.

Cons

We would have gladly stayed on their free plan but they lowered the agent limit from 10 users to just 2.

“Happy with the performance”

Pros

Getting most of what I needed up and running took very little time which was especially helpful with a large amount of content to upload and process.

Cons

Working on helpdesk and knowledge base articles was pretty frustrating. Even though there's a rich text editor, it didn't handle line and paragraph breaks consistently so I kept having to go back and fix the formatting.

“Top-notch design”

Pros

Quick to set up, while also being really well designed for the customer experience needs of mid-sized call centers and retail shops.

Cons

Freshdesk, Freshservice and Fresh CRM don't feel perfectly aligned with each other and tend to operate more in parallel than as a tightly connected suite.

“Extensive set of features”

Pros

It comes with a lot of useful features and really strong analytics. It works flawlessly for monitoring tickets and keeping an eye on staff performance.

Cons

There are barely any downsides worth pointing out. We did experience a few minor outages in the past but that's pretty normal with any software.