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Good Entry-level Support system
What do you like best about the product?
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company.
What do you dislike about the product?
It's a little difficult to integrate, and exporting data from the system is not great.
What problems is the product solving and how is that benefiting you?
It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too.
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A few minor changes would make it great
What do you like best about the product?
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication.
What do you dislike about the product?
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets.
What problems is the product solving and how is that benefiting you?
Our Service departments support tickets
Great
What do you like best about the product?
I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform.
What do you dislike about the product?
They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet.
What problems is the product solving and how is that benefiting you?
Email, chat, text, and phone support
Todos los servicios necesarios en un mismo sitio
What do you like best about the product?
Lo mejor de freshdesk es la cantidad de personalizacion que ofrece, no solo se reduce a crear tickets, si no que hay un monton de caracteristicas que hacen que sean super faciles de visualizar y ordenar en esta interfaz super limpia, por lo que reduce en gran cantidad el tiempo de resolucion de los mismos.
What do you dislike about the product?
Al principio es un poco tedioso de incorporar y usar, pero es normal en aplicaciones con tantas caracteristicas, pero al cabo de unos dias ya te haces al sistema.
What problems is the product solving and how is that benefiting you?
Sobre todo nos resuelve el tener que usar el mail como metodo de tickets, que por mucho que uses filtros y alias nunca sera tan ordenado como una aplicacion dedicada, a parte de poder aplicar agentes y soluciones que ayudan mucho.
Works great to record and for us to respond to user issues.
What do you like best about the product?
Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting.
What do you dislike about the product?
Deep, technical reporting is quite week. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker.
What problems is the product solving and how is that benefiting you?
It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements.
Ticket System for IT Support
What do you like best about the product?
Clean UI, easy to manage and get up to speed in managing the ticket system. Automations and canned responses are helpful and easy to play around with.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
What do you dislike about the product?
Would like an feature where sending scheduled emails/outreaches is possible within the ticket system regardless if it messes with any SLA metrics.
What problems is the product solving and how is that benefiting you?
Central place of management for various tickets/request that come in.
Great tool for email management with Room for Growth
What do you like best about the product?
Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
What do you dislike about the product?
While Freshdesk is effective for email management, there are several areas that could benefit from improvement:
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
What problems is the product solving and how is that benefiting you?
Email management over shared inboxes with multiple users
Efficient, but the new reporting system needs improvement
What do you like best about the product?
We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently.
What do you dislike about the product?
The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times.
Overall experience is good
What do you like best about the product?
I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well.
What do you dislike about the product?
It should have more option to manage the reports.
What problems is the product solving and how is that benefiting you?
Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
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