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I've already recommended it to two other CEOs
What do you like best about the product?
Clean and easy to use interface and personal customer service
What do you dislike about the product?
Transitioning to any service provider out of a personal inbox is tricky
What problems is the product solving and how is that benefiting you?
Keeping all client communication in one hub so it's accessible by anyone on the team, and we have a record of what's gone on with the account.
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Great Service and Support
What do you like best about the product?
Everything, we are on the basic package for ICT Support in a school and have used Freshdesk for 5 years now. Any issues (whixh have been very few) are dealt with quickly and efficiently.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
What do you dislike about the product?
There is not a lot to dislike, sorry I can not think of anything.
What problems is the product solving and how is that benefiting you?
ICT Support Service within a school. We are able to track and manage school issues a lot more efficiently and resolve quickly.
Recommendations to others considering the product:
Great product and support
Responding to clients' email has never been easier
What do you like best about the product?
Direct setup and flow of ticketing system
What do you dislike about the product?
The mint experience has a couple of bugs but this was just introduced so hopefully everything will get better soon
What problems is the product solving and how is that benefiting you?
Daily communications with our clients who love to create a new email instead of replying to the same email thread - with the merging option, we can combine all matter-related emails in one ticket
Recommendations to others considering the product:
We have tried a couple before we decided to go with Freshdesk due to its ease of use and setting it up plus additional agents is very easy.
It has all been a good expereince
What do you like best about the product?
It's simple and straight forward interface
What do you dislike about the product?
Lack of configurability for specific forms
What problems is the product solving and how is that benefiting you?
We are using this portal as a complaints portal... Centralising all the complaints
Thanks for your help!
What do you like best about the product?
I like the thorough customer service & responsiveness on live chat. I've always had a great experience when working with the customer support team.
What do you dislike about the product?
I don't like that I can't have more customizability on my current plan, but I understand that I'd need to upgrade to get access to those :)
What problems is the product solving and how is that benefiting you?
I'm able to ID trends in tickets to improve our processes & products.
Great help for organization
What do you like best about the product?
Simply put, the ticketing system. Its very clean, easy to understand, and easy to train on. It allows us to have all of the information we need at all times. It solves all the problems we had when we implemented the system, and allows for better organization. It has many features that will support us through our growth as a company.
What do you dislike about the product?
The lack of customization of the view - I would like more options on what information shows when you are on the "tickets" page. Specifically so each agent can customize their view.
What problems is the product solving and how is that benefiting you?
Having a small team of customer service support roles, before we were using e-mail only and it was extremely difficult to organize and follow up on situations. Freshdesk has allowed us to divvy up tasks and hold each other accountable for follow ups.
Recommendations to others considering the product:
It has worked great for my small team. Freshdesk scales well whenever we need to add additional users. It is very easy for new employees to learn & master. There are a lot of features we do not use because we are such a small team, however I can foresee myself using them as our business grows.
Good product
What do you like best about the product?
It is a quick and easy tool for customer support.
What do you dislike about the product?
No graphs available to show the tickets / resolution / report
What problems is the product solving and how is that benefiting you?
Support for our application
Recommendations to others considering the product:
Good customer support
Great features for a more attractive price
What do you like best about the product?
Freshdesk has great features that are in the same class with other leaders in the space but without the same price tag of its competitors.
What do you dislike about the product?
Many different features are being separated off to separate platforms. Such as call center and chat. But they are working to make them all work together. In the end this will be a benefit on how close everything works together with addition of how to manage users.
What problems is the product solving and how is that benefiting you?
Communication with customers for our multiple brands/websites that we run. We have one central location to handle customers from different brands across 3 market places and 6 ecom URL's.
Freshdesk Review
What do you like best about the product?
The ability to filter tickets by status
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
What do you dislike about the product?
New Mint Freshdesk GUI (When typing reply, cursor jumps to the start of the reply).
What problems is the product solving and how is that benefiting you?
The management of customer queries, responding to customers in the quickest time frame possible.
Recommendations to others considering the product:
Makes it very easy to maintain and reply back to customer questions and queries.
Works but needs enhancements
What do you like best about the product?
Freshdesk is great for lots of custom inboxes and multiple teams. We're easily able to see which teams are struggling with their workload to assign additional resources, and we're able to report quickly on areas that need improvement.
What do you dislike about the product?
There are some lagging issues with tickets that look like they have loaded but then when you try and use any of the features you need to reload the page. Sometimes when raising enhancements to Freshdesk they come back with responses that they are adamant work and it takes a few emails and screenshots to show them that their suggestion hasn't worked.
What problems is the product solving and how is that benefiting you?
Our teams are able to easily help each other without needing to worry about moving emails in Outlook. The Freshdesk reporting has allowed us to build a very good FAQ page on our website.
Recommendations to others considering the product:
Make sure that your dispatch'r rules don't work against each other. Have patience with Freshdesk support.
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