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Quick set up and clear dashboard
What do you like best about the product?
Dashboards were very clear and straight forward, and it looks like the reporting is easy to use. The free option for us - we only get two or three calls a week - looks like it will suffic
What do you dislike about the product?
It wasn't clear to me (maybe I'm daft!) that agents need to be set up, that could be clearer, with maybe a flow chart of how it's done.
What problems is the product solving and how is that benefiting you?
Our old system has stopped working, this has replaced it and it looks more flexible that the old system. It means that we can log solutions that everyone can see.
Recommendations to others considering the product:
Set up the eval, you can't go wrong.
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Amazing system with excellent support!
What do you like best about the product?
Freshdesk's free-tier package is great for businesses getting started, and offers almost all the features you'd need to get up and running at no cost. The service is super easy to get integrated with any custom applications, and even without it, makes a great standalone support system.
What do you dislike about the product?
I'd love it if we had the option have having our own domain name for Freshdesk, however as we're on the free plan this isn't possible.
What problems is the product solving and how is that benefiting you?
We're now dealing with all our help and support in one centralised system, making it much more easy to manage for our staff.
Easy and perfect tools.
What do you like best about the product?
Actually, I like that I can work together with the whole group from across the company to give a fast and serial reply to our clients. Also, it is nice that anyone can realize the problem in complete context, or chat to get more detail.
What do you dislike about the product?
Actually, I don't have the problem to solve issues quicker by splitting stages into smaller tasks. Never heard bad comments from my working team about that platform.
What problems is the product solving and how is that benefiting you?
We can share ownership of data with different teams with no losing appearance and approach to it so that teams can work on the edition in parallel and stay in the loop concerning progress.
Recommendations to others considering the product:
With this platform, you can contain a lot of tools much better and avoid additional operative overhead. You will make all support conversation, be it email or social onto a single stage and monitor every customer cooperation interaction.
Does help tickets and knowledge base great! If that is all you need, I highly recommend.
What do you like best about the product?
Threaded conversations generated flexibly from email or portal as origination point. EASY and very functional tagged kb article creation. Very easy customer-facing and agent-facing portals. Very customer friendly interface. Fairly easy to customize form fields for "customers" and new ticket requests, with some available branching logic for tickets. I can't say enough good things about the product support team as well. All of my questions as well as consultation for my whole team have been handled quickly and completely (to the capabilities of the system). Although we haven't implemented many rules for incoming tickets, there are a lot of logic based efficiency automations that can be set up if your incoming tickets are of a nature that they can be handled in predictable ways. The ability to deploy additional portals from the same instance is great - and we are setting up at least one additional for another group.
What do you dislike about the product?
The customer fields associated with a requester cannot be exported along with ticket data for analysis. We have a number of data categories that are necessary for us to be able to understand our customers asking for help that do not correlate with a "company." Although we have been offered a kludgey workaround for this, it is not practical and I have to use an external data source for this information, create a table of tickets with requesters, and join to the external data source in order to do our normal analysis. I would rate a "10" if the ticket export allowed the option to choose customer data fields along with the output as well. It is very much oriented to being a support site for a business with corporate customers, but we are a large university with 100% internal clients. Reporting is vague (thus my need to export data in order to benchmark).
What problems is the product solving and how is that benefiting you?
Our department converted to a very complex marketing automation system that we provide, train on and support, as a service internally within the entire enterprise. This requires additional support "agents" across multiple sub-organizations in addition to our regular helpdesk staff. Adopting Freshdesk allowed us to much more flexibly collaborate with a cross-functional team of "agents" who fulfill a number of helping roles specifically for our marketing system.
Recommendations to others considering the product:
I feel like I said everything on the previous form. Not sure what you're asking.
Good, could be great!
What do you like best about the product?
I like the intuitive functionality of the platform. I'm able to segment, organize, and edit fairly seamlessly. Tickets don't seem to get lost in the shuffle as much as other platforms.
What do you dislike about the product?
The little bugs that seem to be plaguing the platform, such as the cursor jumping to the heading of my tickets randomly. Also, more long-term analytics for reporting would be great.
What problems is the product solving and how is that benefiting you?
Segmentation of tickets, the ability to categorize tickets for reporting metrics later on. We use this to see what kind of tickets we are getting more readily than we could before.
Recommendations to others considering the product:
Get to the bugs quicker and I will be very pleased!
Good support system
What do you like best about the product?
The ticketing system is great. The autofilters are also nice to help integrate into our forms. This system has saved us hours of time compared to what we were using.
What do you dislike about the product?
For a small company, it is a bit too robust. We do not need the community page or support documents, but it is automatic with in. Another frustrating feature is that when you embed the support form onto your Contact Us page on your website, you cannot fully customize the order of the questions. This is super not ideal as the flow of the form is kind of wacky for our customers.
What problems is the product solving and how is that benefiting you?
Fresh Desk allows us to have all our customer service information in 1 place. It also keeps a nice thread of communication between us and our customers, so it is not a research project every time. We have reduce our response time significantly with this system.
Recommendations to others considering the product:
Look around and ensure this is the right software for you. The price is certainly right! Just make sure the program is what you want and need.
Fresh integrate your support
What do you like best about the product?
Light and fresh UI, easy to use both for the admin and for the end-user.
Super easy to integrate and skin in your application.
Clear API model to extend functionalities.
Super easy to integrate and skin in your application.
Clear API model to extend functionalities.
What do you dislike about the product?
Cumbersome app deployment model if you need to add app inside Freshdesk itself.
What problems is the product solving and how is that benefiting you?
* End user support for both application and business issues.
* Ticket processing integrated with third parties.
I will integrate chat asap
* Ticket processing integrated with third parties.
I will integrate chat asap
Recommendations to others considering the product:
Use freshdesk for to super fast integrate a friendly end-user support system
Great software for smart businesses
What do you like best about the product?
It's great having such a smart looking team inbox that has lots of organisational tools.
What do you dislike about the product?
The dashboard could have a view of my own open tickets.
What problems is the product solving and how is that benefiting you?
We use it as a team inbox for our sales, support and technical emails. Means that the whole team are in the loop of what each other are dealing with and we can pick up any queries if one of the team are out of the office.
My Experience with freshdesk
What do you like best about the product?
Keeps track all the incidents. We can approve tickets using this. Also the priority and overdue is help us to improve our service
What do you dislike about the product?
Nothing specifically. But in the latest mint version we are not able to use the custom apps. Hope you guys will comeout with a solution.
What problems is the product solving and how is that benefiting you?
Approving the transports.. Previously we need to use a separate software for this
Recommendations to others considering the product:
Value for money
Good expérience
What do you like best about the product?
FR and EN articles easily doable
HTML coding
HTML coding
What do you dislike about the product?
Hosting videos don’t always work in articles
What problems is the product solving and how is that benefiting you?
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