Freshdesk Reviews

A Comprehensive and Intuitive Help Desk Solution

Comments: Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface. Although there were some limitations, we have been very satisfied with our experience with Freshdesk and would highly recommend it to any organization looking for a powerful and affordable help desk solution.

Pros:

Easy to set up and customize to fit our organization's needsPowerful automation capabilities for streamlining support workflowsComprehensive reporting and analytics features for tracking support metrics

Cons:

Limited flexibility for creating custom reportsSome features are only available in higher-priced plans

Alternatives Considered: HappyFox Chatbot and Help Scout

Reasons for Choosing Freshdesk: We switched to Freshdesk from Zoho Desk for its more intuitive interface, better automation capabilities, and wider range of integrations. Freshdesk allowed us to save time and provide better service to our customers, and its integrations helped streamline our operations. Overall, Freshdesk has been a more comprehensive and flexible help desk solution for our organization.

Switched From: Zendesk Suite

A comprehensive customer service solution, Freshdesk

Comments: To help businesses better manage their interactions with customers, Freshdesk offers a full suite of customer service tools. It handles knowledge bases, handles tickets, offers multi-channel support, and integrates with a wide range of popular technologies.

Pros:

Freshdesk is a simple system for handling customer service requests. It has a user interface that is easy to use, and its extensive feature set, which includes support for many channels, automation, and reporting, makes it a complete solution.

Cons:

The platform is occasionally slow, and it may use better integration with other programs. Support metrics may be monitored and data-driven choices can be made with the help of Freshdesk's extensive reporting and analytics features.

Fresh desk review

Comments: It is good but it can be more efficient.

Pros:

Easy to use.Multi-channel support and customizable workflow.Can integrate with other tools.

Cons:

Pricing is bit higher.Limited 3rd party integration and limited branding options.

An All-Round Excellent Experience with Freshdesk

Comments: Overall, our experience with Freshdesk has been extremely positive. We have been able to quickly and efficiently manage customer service requests. The customer service team has been extremely helpful in resolving any issues we have had. The only downside is the higher price of the premium plans.

Pros:

Freshdesk is an amazing platform for customer service. It has allowed us to manage customer service requests quickly and efficiently. We have been able to easily customize the platform to meet our specific needs. The dashboard is easy to navigate and the customer service team has been very responsive in resolving any issues we have had.

Cons:

The one downside we have experienced is the price of the premium plans. While Freshdesk is an amazing platform, the price is a bit on the higher side.

It has many functions like ticket management

Comments: Intuitive interface that can greatly aid businesses in providing superior customer service. It supports a plethora of functions, such as ticket tracking, sales funnel management, task tracking, service history, etc. Tracking and responding to tickets is simple. In addition, it has numerous tools for reporting and analysis.

Pros:

Small and medium-sized enterprises (SMEs) stand to gain a lot from using Freshdesk. If you ever have a problem, their customer service is top notch. All in all, we were pleased with Freshdesk during our time working with them. Our primary motivation for using the ticketing system was for support purposes.

Cons:

Occasionally, it might be a difficult process to integrate the new system with the old one, and some functions, like ticket forms, have relatively less room for personalization. There are few possibilities for creating reports.

A Comprehensive and Reliable Help Desk Solution - Freshdesk

Comments: We have been using Freshdesk for a few months now and the overall experience has been positive. We have been able to better manage our customer queries and provide timely responses. The customer support team has been helpful and responsive whenever we have had any questions or issues.

Pros:

Freshdesk has been a lifesaver for our customer service team. It has allowed us to keep track of customer queries and respond to them quickly and efficiently. The user interface is intuitive and easy to use, so our team can quickly get up and running. Also, the customer support team has been extremely helpful and responsive when we have had any questions or concerns.

Cons:

Freshdesk can be a bit pricey for small businesses, and the mobile app is not always as reliable as the desktop version. Additionally, the reporting and analytics capabilities are limited compared to some of their competitors.

Useful as a help desk/support system

Comments: You can always find someone to help you out. Each customer is assigned a Point of Contact (POC), and regular checks are performed. Their dedication to their customers is impressive. This is an item I would endorse.

Pros:

Freshdesk is a fantastic SLA monitoring solution and communication tracking tool for clients. Possessing the capacity to combine the many means of contact utilized by customers. Included in this are the various Dashboards and SLA monitoring features.

Cons:

I'm attempting to establish a framework for our company's potential future requirements. The email system is still being used for all of my inquiries. This is what I turn to when I need a fix, and I haven't really had a use for constructive criticism up until now.

Good service but need to improve the design

Comments: The freshdesk made our company's tasks run faster and more efficiently, ending a major gap of lack of communication between teams.

Pros:

freshdesk is an excellent service for customer management, as well as service and management of tasks to be performed. The service is being used in our corporation and it has performed excellently in organizing the company's tasks.

Cons:

The design needs to be updated, seeking to make it modern and more intuitive

Alternatives Considered: Pipefy and Nifty

Reasons for Choosing Freshdesk: Consideration was given to exchange the range of services and centralization of services in one place.

Switched From: Trello and HubSpot CRM

Reasons for Switching to Freshdesk: The possibility of centralizing services in a single location.

An alternative for Ticketing.

Comments: It has been a good year using this helpdesk. It has made the identification of trends easy. It has assisted in the division of work more effectively as each individual can be delegated to handle certain tickets. It is secure as it supports 2FA.

Pros:

It's easy to learn.It has a customizable interface.It provides the necessary reporting tools for ticket volumes.You can customize a footer to be applied to all emails sent out.It has similar features to some other, well-known, helpdesk software.It is secure as it supports 2FA.

Cons:

Its pricing can be a bit much when it comes to getting premium features.It at times has a bland appearance compared to other helpdesks.It sends emails to my inbox once a ticket is raised.

Alternatives Considered: Zendesk Suite

Reasons for Switching to Freshdesk: Pricing mainly. We wanted an alternative as most of our clients use Zendesk. Freshdesk was the more affordable option for us.

Very easy to use and best fit for new users

Comments: Freshdesk helps us a lot to manage our customer interactions effectively and efficiently. It's the lead capture and scoring capabilities, the email tracking functionality works really well. I switch to another product, but if they bring some advanced features like predictive analytics, I will definitely use it again.

Pros:

Freshsales was the best choice for my sales and marketing team to streamline the sales process and increase our productivity. The best thing I like about Freshsales is their mobile app. We can easily track our sales and marketing process from anywhere using my phone.

Cons:

Freshsales provides a solid set of features for sales teams, but it is missing some advanced features that I think they should have, such as predictive analytics and advanced forecasting capabilities.

Very solid help desk software

Comments: I started as a free user and found it extremely versatile. My first hiccup was that, as a free user, when the advanced features that were included expired, they disabled my account. Instead of scaling it back it just went offline without warning. Once that was fixed we found an excellent way to continue with the free account until they implemented a "spam" update that invalidated all tickets sent to any email address except our main address. Again, this was done without warning and we were offline for 3 days. We have subscribed but it was done more out of necessity rather than being able to upgrade for full features.

Pros:

I like the fact that it has a dedicated APP for mobile use, that I can use Email to respond to tickets, great search functionality as well

Cons:

Interface could use an update to be more compact and show more information in a single screen. right now a ticket takes up pretty much every part of the display. Also, IOS app is slow on startup and refreshing

Alternatives Considered: Zendesk Suite

Reasons for Choosing Freshdesk: Many Many more features, great consolidation of my client base.

Switched From: Spiceworks

Reasons for Switching to Freshdesk: More features and better pricing than Zendesk.

Best Email Ticketing System out there

Comments: We have been able to be more responsive to our customers while maintaining high data integrity across our whole business. The team is able to 'chat' in real time with each other about an individual ticket without confusion and the ability for us all to be 'in' the ticket at the same time to see what is going on. The transparency of our interaction with our customers also mean we can address team training needs and discover any shortfalls of our customer service quickly, confidently and positively.

Pros:

The ease of use and the overall look and feel of the experience for the team and our customers.

Cons:

We are sometimes limited with our ability to search however this is more about how we use it and not the software itself. We are heavily reliant on our customers sending queries with quality subjects in their emails and due to how generic they are, the amount of queries we receive and the limitations we put on the team to tag/identify can give us high numbers of returns during a search.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Freshdesk: We lost access to the system during a company buy out. We were also changing our team structure so needed something more flexible and robust.

Reasons for Switching to Freshdesk: Better features including customisation. The team at FreshDesk were also amazing to work with - addressing all of our queries and even working on our needs to ensure they could be addressed before we signed.

Why we chose Freshdesk

Comments: Their support is probably the best support out there, a real 5-star experience, plus they are continuously implementing new features and create new products.
As an administrator In my company, I really don't have to do a lot and I can easily do my job. There is almost no complaints from users.

Pros:

Software is very clear and easy to use. A new user would require minimal training. All latest ticketing ideas and features are already implemented. There is constant development and you can see the changes every day without affecting the existing functionality though. Great staff mentality and customer approach.

Cons:

Some times users are a bit confused, but I guess this is normal when someone enters a new platform. There are some hidden features that should be available on the administrator menu in my opinion. The parent-child feature should be more flexible.

Alternatives Considered: Teamwork Desk and Zendesk Suite

Reasons for Choosing Freshdesk: We wanted to migrate to a fresh environment with all the latest features and new technologies. Previous platform was as if it was written back in the 90s'.

Reasons for Switching to Freshdesk: Two reasons were the decision-makers. The ability to send normal emails with attachments that are not links to the cloud and the value for money quality.

Superb Experience

Comments: We needed an efficient CRM system, easy to set up an with easy access to analytics to manage our tickets and Freshdesk was able to give us that and more. We love that its features are based on time; we are able to measure agent and team performance on this.

Pros:

Freshdesk is built on ITIL framework and very easy to use. It took me a few minutes to figure it out, find all the metrics that we needed and set up. The support and software team are readily available on chat, email and conference call - regardless of need. Lately I see lots of improvements in the software (like the Field Service Management, Proactive Reach and advance ticketing). Some of the new features have helped us tremendously while others (FSM) has got us thinking on efficiency in our field work.

Cons:

In improving the system, a few of our favored features are taken off. For instance, with Linked Tickets we are unable to send bulk emails from the Tracker. The alternative is to send bulk emails from the Tickets view or filtered view; this is tedious if one has to select individual tickets which notice is meant for or when there are multiple linked tickets to different trackers. Also, Email Outreach should have the alternative of selecting contact from Freshdesk instead of uploading a CSV file

Alternatives Considered: Zendesk Suite

Reasons for Choosing Freshdesk: It was difficult generating reports from Kayako. We were yet t transfer to their new version. With years of use, we needed something new which met our needs - in line with our ITIL-based structure.

Switched From: Kayako

Reasons for Switching to Freshdesk: Ease of use and support response rate. Freshdesk team were proactive to set up an online meeting with us where sales, IT and other relevant stakeholders were available to answer our questions and understand our needs before paying for the service. While on trial, we had set up 80% of the things we needed while waiting for feedback on the remaining things so this helped us decide quickly.

Freshdesk makes working easier!

Comments: In general, I think there are plenty of customizations and features with Freshdesk. The real selling point for our company was the analytics because we can see the history of our tickets and prevent them from reoccurring in the future.

Pros:

I love the analytics and history log in Freshdesk. Freshdesk tracks agents' productivity through out the day and breaks up this information by the hour. We can also look up who has resolved the most tickets or who sends out immediate responses. All of this information is especially helpful when assigning new tickets because we can see a history of our most efficient employees. Previous tickets can be easily searched by key words, agent, or time frame. When multiple people are working on one project, it really helps to decipher who did what and when!

Cons:

One thing that I believe can be improved is having a group option to send out an email. It's not common when we have to include multiple people on a ticket but when we do, we have to cc them in the very beginning as opposed to adding "Group A". -- The information still gets everyone on the same page, however it is an additional step on the agent's end.

Alternatives Considered: Jobber and Salesforce Sales Cloud

Reasons for Choosing Freshdesk: We made the switch because we outgrew Jobber and its capabilities. Jobber lacked the analytics, history, sales features, and user friendly options necessary to grow our business.

Switched From: Jobber

Reasons for Switching to Freshdesk: We chose Freshdesk because of the variety of user friendly capabilities and features. Salesforce had aggressive sales reps who didn't care about our companies needs. Zendesk wasn't user friendly and many of the "integrations" could only be connected by people with web design or coding experience. Jobber fit our needs as a smaller company but now we have 5 service divisions. Overall, Freshdesk is the platform that suits all of our needs as a growing company.

Great for a knowledge base, but doing poor on the rest

Comments: Overall, the experience was below what I expected. We were sold the world for this product on how it would transform our customer service and experience. Instead, the product resulted in more problems than what should occur. I should have seen the signs when we signed up and had to debate with multiple departments on getting the search bar to work and tags from day one. The support lacks and the team despite our feedback is reluctant to budge on a refund. Overall we have the left the solution because it saves us time and money by going back to basics. I would only recommend this product to a medium to larger sized business. Not for smaller teams as it is not worth the time when compared to other tools.

Pros:

The knowledge base system provides a few options Knowledgebase can be offered to your team and to your clients The user controls allow for different users across platforms Helps to provide reporting or a simple analysis of your teams efforts when managing replies or tickets Can send and receive emails from your inbox

Cons:

The app is far the worst part of the product as it's buggy, unreliable and slow Email management basics are missing or inefficient The product is poor at detecting spam/promotional emails compared to other email tools, creating more work than necessary The support teams are challenging to deal with and you have to repeat the same information over and over Freshdesk lacks in its features when it comes to separating responses The tool does not know how to override the from address when another agent is in vs. assigned Filters are limited The auto-reply detection does not work as tickets get created from auto replies all the time Most annoying is the product does not sync IMAP to your inbox, so if you leave it - you are left with an inbox with many emails to process

Alternatives Considered: Kayako, HubSpot CRM, and Zendesk Suite

Reasons for Choosing Freshdesk: We wanted to better manage our customer service emails and client management.

Switched From: Google Workspace

Reasons for Switching to Freshdesk: It promised us it was going to be easier and less clunky. However, we learned it was best to go back to basics with Google Workspace instead.

Great software - some bugs need fixing and could use some additional features.

Comments: Good experience. Support is fast to respond. It's an easy platform to train new team members on.

Pros:

Ease of use, setup, and features. An added feature would be to be able to search ticket by subject title and then to select many of the results at a time.

Cons:

There are some persistent that need squashing. For example, when chatting with FW support team, our chat windows frequently come up in foreign languages. Our support site and FD access has been knocked out several times in the past due to FW blacklisting our IP address.

Alternatives Considered: Zendesk Suite

Reasons for Choosing Freshdesk: NetSuite is not really suitable for our needs as a support team.

Switched From: NetSuite

Reasons for Switching to Freshdesk: Price was far more affordable.

The best customer service desk available

Comments: We used it for daily customer service contact and it was great. It was great for assigning

Pros:

Freshdesk is an amazing solution that made my daily life easier. I used it as a part of my work as a customer service agent and it helped go through the tickets quickly and efficiently. Mostly I loved how easy it made for me to track the previous interactions with the customer and how efficient it made me.

Cons:

We tried the call centre as well, but that did not work so well. We had calls drop randomly after a few seconds so we stopped using that feature.

Alternatives Considered: Zoho Desk, HubSpot CRM, and Zendesk Suite

Reasons for Choosing Freshdesk: We suddenly had more tickets than we could handle using only email.

Switched From: Gmail

Reasons for Switching to Freshdesk: Because of the price and it seemed like the most well rounded of the bunch.

Support Detail

Comments: Our business needs quickly expanded into handling over 50 tickets / work orders a day across multiple client sites. We were struggling to find a suitable solution that would cater for multi site, multi users without incurring addition costs for client access to their tickets. Freshdesk software ticked all the boxes when it came to the online portal access for clients and exporting ticket information into CSV files.

Pros:

- Creating, monitoring and finding specific information: EXCELLENT - User interface is very fresh, intuitive and user friendly - Keeping track of files was an added feature I didn't expect and was very useful the bigger the tickets became. - Splitting and Merging tickets is a must for any helpdesk. This software is very intuitive on this feature. - Mobile App is so easy to use across IOS and Android. - Reporting Functions are excellent - really think the custom dashboard is a REAL PRO when considering a Helpdesk Software Solution. - Setup: If your not a tech person, Freshdesk live support is excellent. They have helped me same day on each occasion. Very reliable and efficient, but most of all understand your requirements.

Cons:

Integrations are getting better with other software platforms but there are no real cons to be mindful of whatsoever with Freshdesk. I would like to see a better integration with Xero Financial Software.

Alternatives Considered: Zoho CRM and Zendesk Suite

Switched From: Mojo Helpdesk

Reasons for Switching to Freshdesk: Easier setup Better Reporting Better Email Notification Setup Better Integration Advanced Searching Feature across tickets and tags

Freshdesk proving their worth on the CRM market

Comments: We have moved from Desk.com half a year ago. The decision was made based on our comparison. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general.
To me Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there. They still need to spend a lot to improve the software as the market is really competitive with other companies like Salesforce, Zendesk but it seems they have the ambition to be the best. Moving to Freshdesk still seems a great decision.

Pros:

Learning the software was quite easy for the agents as well which is a huge advantage. This is partially because of their support team as we have always been able to contact then and ask any type of questions regarding their software. The CS Team is always helpful and pretty professional. They did not forger us even after we started using their software (which happens with many companies). Ticket handling is really efficient and the agent portal has a nice design from a practical viewpoint as well. We like canned responses. A nice little feature is to add support page article links / contents to reply messages just like canned responses. Another huge advantage is the knowledge base / support page which is highly customizable. In general we like ticket automation rules as well and it helped to solve some of our special requests.

Cons:

At this point we are not able to use our own SSL and we cannot afford to have extra expenses to rent an SSL from Freshdesk (probably third party) or buy their top plan to have their SSL. This is a good indicator that some essential functions are only available if you are using their top plan. It is good that you are able to customize your portal URL, but if you do you are not going to have HTTPS until you pay more. This makes this whole function questionable. I am hoping the development team will solve this soon. Apparently there are some minor function that we have to solve with a workaround but it is straightforward available for competition.

Customer Support has gone downhill, and they refuse to fix a perceived security issue.

Comments: Freshdesk is a good product. Their technical support is sporadic. Sometimes good sometimes bad. Unfortunately, it is on the downturn again. When I first started, I had to wait days for a support question to be answered, and to contact a salesperson was almost impossible. Their phone support is unusable. It rings forever, and when you do get through since it is impossible to get through though you cannot hear them. The times I have gotten through and left a message, noone has replied to my question. When your a single person business this is frustrating, The support became better and now it is going back downhill again. I feel I have to convince them that something is wrong. What is most bothersome is they don't understand as a single person business I cannot spend days on a problem, and if I tell them there is an issue such as an attack on an email address, which I have no control over and they don't fix it.

Pros:

The software has a great deal of functionality.

Cons:

If you do not have a support email on your site, you create a support email address (which you must) on their site. You have no control over it. My account is continuously spammed. They insist the email address is my problem, but I keep telling me the email account is not on my mail server, so how can I filter it. I sent Freshdesk documentation showing the support email address is not on my mail server, but Freshdesk insists it is my email problem. Anyway, you receive lots of spam and no way of filtering it. When we first were attacked, I had over 300 spammed contacts. The other issue is a two-step process to delete the emails. The problem could be abated by requiring any user who creates a contact on the site to verify. The problem is that some of their clients do not want this. So why not put an option that allows their clients to choose if they wish verification emails or not. The additional issue is if someone can spam your Freshdesk site, then they think they can spam any of your sites.

Freshdesk makes support easier and at a very attractive price

Comments: Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features. We have a partner who uses Freshdesk. We asked them for their feedback. They told us that they were happy with the solution and it matched their requirements, even with the Free edition. In 2015, we were looking for a helpdesk platform, because our internal solution was outdated and our budget was tight. We look at the solutions available on the market. After a very quick try we were convinced about Freshdesk: it was adopted! The Free edition (Sprout) offered us everything we needed and it was so user friendly! Freshdesk helps us to save time and money as it automates the support ticket management process: customized support rules, automatic email notification, tickets queue management That's perfect for us and for our customers who use it for submitting support ticket.

Pros:

We definitively like a couple of things about Freshdesk. Even with the Free edition you have access to plenty of features. The portal can be customized: you can specify the colors of the colors theme, choose a font and also add your organization logo. You then can offer a branded helpdesk platform to your customers. All the admin features you need are in a one tab (Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). The solution can be online in only a couple of minutes. We had to contact the Freshdesk support only once, and honestly we were really impressed by the way they handled our support request because we only have the free edition. The ticket was solved and closed in only a couple of hours. Great support service!

Cons:

As we used the Free edition, we don't see any cons.

Quite powerful CRM for Email Management, but still Improving

Comments: Overall, the system is quite good, but there is definitely room for improvement. It's generally easy to use for the basic actions and the rules that can be set make this a powerful tool.It does begin to get a little complicated when you have several departments using Freshdesk together (for example, adding another department using Freshdesk into a ticket doesn't create a ticket for that department - instead, the ticket has to be flipped, or have to go through parent-child ticketing, which can be confusing for those that are not tech savvy).

Pros:

Freshdesk allows our company to manage our distribution lists that have a very high volume of incoming emails. It allows management to distribute and balance the workload of the department with ease.Not only does it keep a record of all emails sent and received, it also keeps track of all actions that were taken within the ticket along with the users or rules responsible for the changes.

Cons:

The way the tickets come in and starts tracking time - this should be modifiable based on business needs, but seems to only track the time (& SLA) based on when the ticket/ email was created. This would be great for an IT department, but loses it's value in this aspect for a Customer Service department.Other companies that use a ticketing based CRM tends to clash with Freshdesk sometimes. Since each response includes the ticket number at the end of the subject line, each response ends up creating a brand new ticket, making it much harder to follow the chain.Freshdesk also has a Merge feature - but this feature doesn't really work very well. I would recommend not using it at all if the email chains are large. This feature just sticks the entire email chain into the ticket, as a single post, instead of filling in spots in chronological order.

Great for Support Tasks

Comments: Overall, FD is a helpful tool for a support staff that deals with a large client base. However, just like any other product, it does have some things that need to be worked on.

Pros:

It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. I really love the scenario automations and keyboard shortcuts. Overall, FD mint feels smoother than the old FD. I wish they had: -more options for scenario customization -more options for keyboard shortcuts/customization === They have a decent customer support team that responds relatively quick(within 24 hours).

Cons:

Some features from the old FreshDesk didn't transfer to the new FreshDesk mint. -Text in <PRE> tags wrapped perfectly to the next line(s) on the old FD, but it gets jumbled into one line on the new FD mint. I have to literally copy the whole string and create a comment so I can read my client's request. -I was able to edit the ticket's requester email address to ANY mail address on the old FD. This is not possible on the FD mint unless you have admin privileges to edit your company's contact database. So, if you don't have admin privileges to edit your company's contact database, you'd only have access to update the ticket request email address to ONLY contacts in your company's contact database. I had to literally convert to the old FD every time to just update the email address, and then go back to FD mint to process the rest of the ticket. -CTRL+Shift shortcut didn't enter a space on the old FD, but it does on the new FD Mint. I have to account for this now whenever working in FD Mint. -Better statistics and analysis would be nice. The most useless statistic/achievement they offer is the 'Speed racer' statistic. I believe it's fair to help contacts in the order they come(first come, first serve). So, I work on 'older' tickets and I get punished for not responding to the 'newest' ticket available. Why should you serve the client that just walked in the door instead of the person who has been waiting for hours?

Discover the Customer Support Software That's Changing the Game: Freshdesk

Comments: Freshdesk has helped me solve a number of customer service-related business issues. The management of customer inquiries and requests received via email, the web, phone, chat, and social media was one of our biggest challenges. We were able to consolidate all of these requests and track them in a single view with Freshdesk, making it simpler for our agents to keep track of all conversations and respond promptly.Since implementing Freshdesk, we have experienced numerous advantages. Due to the effective automation features that cut down on repetitive tasks, our agents are now able to maintain their highest levels of productivity. We have also benefited greatly from Freshdesk's omnichannel capabilities, which enable us to automatically route requests from various channels to the appropriate agents. We have also been able to improve our capabilities and streamline our procedures.In general, Freshdesk has revolutionized our customer support team. It has made our agents more effective and productive as well as helped us provide better customer support. The software is affordable, user-friendly, and provides excellent customer support. Freshdesk is definitely something you should look into if you want a customer support system that works.

Pros:

I can confidently state that Freshdesk is one of the best customer support software on the market. I had no trouble establishing my account and using the tool because of the user-friendly interface. I was able to keep up with requests coming in from email, the web, phone, chat, and social media from a single location thanks to the omnichannel capabilities. With the powerful automations, I was able to automate repetitive tasks, which increased my productivity and allowed me to concentrate on providing high-quality customer support.I was also able to do more with the software thanks to Freshdesk's integration with over 500 apps from the Freshdesk marketplace, such as Salesforce, Jira, WordPress, and Shopify, which ultimately enhanced my customer support capabilities. Lastly, Freshdesk's round-the-clock support ensured that my customer service remained top-notch by providing me with the assistance I required at any time.

Cons:

Freshdesk is an excellent customer support software, but it does not come without its drawbacks. The software's limited reporting capabilities are one of its major drawbacks. Even though the tool has some options for reporting, the depth of the reports isn't always what I want. The pricing structure of Freshdesk is another drawback. Despite being less expensive than some other customer support software, the price tag can still add up for larger organizations or teams. Additionally, the more expensive plans can only take advantage of some advanced features that are beneficial to large businesses.