Jack of all trades Great tool! It's a jack of all trades. Does everything my team wants. Very intuitive UI. We were able to get up and running pretty quickly.

Awful support for a halfway decent product. Good product, awful customer service. I mean, literally some of the worst i've ever had. They will close your tickets despite knowing the product is broken, they'll ruin your data exports multiple times (and always at the worst possible times), they just say "we understand" instead of actually trying to fix it. The account managers are alright but when you have to deal with the support team, you'd be better off speaking to a wall.

Absolutely dumb Absolutely dumb. The platform does not have a 'compose' button to initiate a conversation with a customer. Said again, you cannot simply click and text a customer, you cannot START an email with a customer.. you just can't do it. They say it's designed as a 'reply only' platform but if someone calls in and you need to send them an email or a text response, you will have to go into a completely different tab than your freshworks inbox.. you will have to create a customer journey and take about 4 other steps.. just to send a single email. Literally the absolute worst platform we've looked at because of this.

Freshservice is great, Software module is terrible Freshservice is great in many ways, but some (to me) parts are just terrible. The Software module is outrageously bad and needs A LOT of work. Looking into the support articles and the marketing surrounding the Software module, I don't think anyone at Freshworks is actually using it. If you did, you would immediately notice the glaring flaws that make it completely unusable if you want to do anything other than just keep a long list.

Support struggles initially but much better now! My only real struggle that I have had has been with Support. It has drastically improved the last 6 months I would say but that was my only frustration. I felt like I was getting folks that I knew more about the system than they did and that was frustrating. It would take several conversations back and forth before they would escalate the issue or get someone that understood what I needed. More recently the support has been great!