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

“Provides personalized reports”

Pros

Personalized reporting and filtered views across different screens make it simple to pull up the exact SLA and notification data I need, no matter how many support tickets are active.

Cons

The UI feels a bit outdated although it does seem like they're continuously working on improving it.

“Great for customer relationships”

Pros

Managing customer relationships with it is really simple and I can stay on top of everything even while I'm abroad.

Cons

I mainly use Freshchat and there are times when it logs me out on its own or the app disappears from my phone which means I have to go through the whole login process again.

“Not recommended!”

Pros

The platform itself is well designed and the initial setup is good. It's simple to use and doesn't take much effort to get started.

Cons

Our experience with customer service was extremely frustrating. We originally signed up for four agents and when our team dropped to three, they told us the contract couldn't be adjusted until the next annual billing cycle. They offered a credit for the following year which seemed fine at first but when we later reduced the team again to just one agent and notified them right away, that credit turned into a complete mess. Even though we contacted them months before the next payment was due and resent the earlier email confirming the credit, nobody appeared to have any record of it. We went through countless calls without getting updates and they continued insisting we pay for two agents even though we had only one for almost 10 months. We escalated the matter to a manager and still got nowhere. In the end, we paid for services we weren't using and eventually stopped using the platform altogether. Because of the poor communication and failure to resolve the issue, we would not recommend their service.

“fair pricing”

Pros

It brings customer questions from email, phone, chat social media and websites into one solid ticketing system which makes handling everything much more organized. Its automation features are another big plus, helping cut down repetitive work, automatically sort tickets and prioritize issues more efficiently. Pricing also feels fairly in line with what other companies in this space usually charge.

Cons

reporting and analytics on the lower-tier plans are pretty basic so getting deeper insights means moving up to a more expensive subscription. Although the platform is generally user-friendly, configuring advanced features and automations can get complicated especially for beginners like me. On top of that, the support team tends to respond more slowly than some competing companies.

“Integrated nicely with our existing systems”

Pros

Not hard to get it set up and it connected really well with our existing systems without much effort.

Cons

I haven't run into anything I dislike about it.

“Useful canned responses”

Pros

the ability to store responses and use canned replies is an advantage which wasn't available in Live Person.

Cons

There are still several gaps on the agent side. The agent view feels limited since CPH (chats per hour) isn't visible. It also doesn't allow customer labeling during a live chat and that can only be handled later in the CRM. Real-time customer sentiment capture would make it much easier to track trends effectively. It would also help if the system connected directly to the knowledge base so agents could get better suggestions while chatting. A more cohesive single screen would help reduce AHT and adding an embedded sentiment indicator would make the workflow much more complete.

“Incredible tool for ticket tracking”

Pros

It keeps ticket tracking and update management simple and organized which makes day-to-day support work much easier to handle.

Cons

One thing to watch closely is how you reply to tickets since it's possible for a member or customer to see responses that weren't meant for them.

“Supports multiple communication channels”

Pros

Automation is a bonus since it handles repetitive tasks for us which saves time and cuts down on manual effort. It also supports multiple communication channels like email, chat, phone and social media so we can reach customers through different methods without any trouble.

Cons

Not a fan of extra cost for advanced functionality. Some of the most useful and more advanced features are only included in the higher-priced plans which can be a real limitation for small businesses working with tighter budgets.

“Nothing gets missed”

Pros

Bringing email, phone, chat and social media conversations into one platform helps make sure no client communication slips through the cracks.

Cons

Some of the more advanced features such as multi-channel support and detailed reporting, are only available on higher-tier plans which can make it costly for smaller businesses.

“Helps different teams collaborate”

Pros

It has really organized my workflow by making it simple to track customer emails and cases and it also helps different teams collaborate through a single ticket.

Cons

When sending emails to customers, we occasionally run into text formatting issues.

“Saves us a lot of time”

Pros

It's ticketing system has been working really well for us. Since most customer requests tend to be about the same handful of topics, we set up a few saved replies and that has ended up saving us a lot of time.

Cons

At the beginning, it wasn't very clear where to find everything I needed to access but after using it for a few sessions, it became much easier to navigate.

“Fantastic interface and usability”

Pros

The interface is clean and simple. The functionality feels very user-friendly overall.

Cons

It's hard to say that every single feature performs at a level above 3 stars.

“it's simplicity stands out”

Pros

It’s simlicity stands out. Both support agents and customers can move around the platform without much effort so there's not a big need for lengthy training. That makes it a strong option for businesses that want to get their support team started quickly.

Cons

It performs well for smaller teams but scaling it for very large enterprises can be a challenge. When workflows get more complex or ticket volume becomes very high some users run into limits with the available automation and customization features.

“Exceeded my expectations”

Pros

Using it has been really simple and the customer support has been excellent throughout.

Cons

Honestly, I haven't run into any issues at all, everything has been far better than I expected.

“Simple to get the hang of”

Pros

It is quite simple to use and pick up quickly. It's very user friendly overall.

Cons

haven't come across anything I dislike about it.

“All-in-one support powerhouse”

Pros

Bringing every channel into one place has made support much more manageable. Every customer query gets converted into a ticket which helps us stay organized and not miss anything. The self-service automation is really useful, the dialer integration works well and the data export options are a big plus too.

Cons

Faced no problems so far. Whenever I've contacted support, they've consistently provided the best possible resolution. The only downside is that the pricing is a little high.

“Fast complaint resolution”

Pros

Submitting complaints through this software is very simple and they usually get resolved quickly which helps a lot with customer satisfaction. It also makes it simple to keep track of all the details entered into the system.

Cons

The login process was frustrating because the captchas often gave me a hard time and the system would log me out pretty quickly as well.

“Easy for beginners”

Pros

Getting started with it is very easy and even someone new can use it without much effort. The whole system feels simple to work with.

Cons

Over the past year, I haven't experienced any downtime at all.

“efficient customer support platform”

Pros

Day to day, I rely on it as an efficient customer support platform that helps me stay productive by managing and resolving customer inquiries at work.

Cons

I'm happy with all of its features though I can understand that it may not fit the needs of every business.

“Poor integration”

Pros

Our interaction with it mainly went through a reseller between us and Freshworks.

Cons

It didn't offer full integration with their other modules especially chat and sales. On top of that, FreshCRM turned out to be a complete failure, was only available for a short time and then got replaced by Freshsales again.