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Great onboarding experience, great service
What do you like best about the product?
Quick responses, intuitive UI. Took no effort from my side to understand
What do you dislike about the product?
The site often take some time (too long for my comfort) to load.
What problems is the product solving and how is that benefiting you?
Customer service has improved dramatically. It helps us keep track of all complaints and solve them quickly. Earlier many emails used to be missed by the support team, now it is a thing of the past!
Recommendations to others considering the product:
Very user friendly. A little pricey if you're going for some of the premium packages, but worth it!
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Great system, totally customisable and very friendly fast reactive staff to help with any issues
What do you like best about the product?
How easy is had become to handle customer queries and how seamless the consumer experience is when dealing with either emails or calls
What do you dislike about the product?
Nothing much really, the software glitches now and then usually to do with browser updates and the system does not work well on all browsers which limits things slightly
What problems is the product solving and how is that benefiting you?
Handling outsourced consumer queries for a large multinational garden care company
Recommendations to others considering the product:
REally use the trial period well to ensure it meets your needs
Experience with Freshdesk
What do you like best about the product?
Easy to use and support team is responsive to problems when they occur. The multi-product features allows us to customize to our products and allows help desk agents to support multiple products.
What do you dislike about the product?
Mint version has lost features from old style. Chat has improvement opportunities to be realized.
What problems is the product solving and how is that benefiting you?
Improved responsiveness to customer questions and problems.
Recommendations to others considering the product:
The trial is the best way to answer the question. It was especially nice to be able to easily test different plans during the trial.
Olive Green Hotel
What do you like best about the product?
The ticketing system could help us on everyday tasks. Plus the assignment to various operators.
What do you dislike about the product?
WOuld like more colors in order to categorize the requests
What problems is the product solving and how is that benefiting you?
We are more than one person handling the same email accounts.
Professional tool with ambitions to grow
What do you like best about the product?
Customer service,
Possibility of adding customer specific apps,
Possibility of adding customer specific apps,
What do you dislike about the product?
It seems the functionalities have risen the last two years, I feel that there is still more to come.
What problems is the product solving and how is that benefiting you?
We are still in integrating. Main goal having one system for service where a structure way of working is embedded and transparancy is gained for customers (we are a B2B company)
Great
What do you like best about the product?
Instant communication over cat email and on call support
which is relay appreciable
which is relay appreciable
What do you dislike about the product?
nothing much to dislike about the interface
What problems is the product solving and how is that benefiting you?
i was not able to fetch the reports which was very importmat for me and for my process
and later on over chat and call assistance it got resolved
and later on over chat and call assistance it got resolved
Recommendations to others considering the product:
good
Great support, good product, average reporting functionality
What do you like best about the product?
Freshdesk support. Assistance was always received within the same hour and it addressed the issue.
What do you dislike about the product?
Limitations in reporting. There are many useful reports which can only be obtained by extracting the tickets and then doing manual analysis.
What problems is the product solving and how is that benefiting you?
Keeping track of all queries within established KPIs
Recommendations to others considering the product:
better reporting options
Superb customer service was received!!!
What do you like best about the product?
My CSR, Sabareesan, listened and advised!
What do you dislike about the product?
Absolutely nothing! Received A+ service!
What problems is the product solving and how is that benefiting you?
Freshdesk has definitely improved my Team’s ability to provide enhanced software support services to our customers! Administrator tools gives me the ability to tailor Freshdesk specifically for my Team’s and our customer’s needs. Filtering tools and options are first class, it definitely makes ticket management a lot easier!
Recommendations to others considering the product:
Yes, get Freshdesk!
What I like about Freshdesk, product and company.
What do you like best about the product?
Features are great. The updated interface rolled out recently is also very powerful with a lot of hidden goodies and is also much more modern looking. System works nicely, I have to admit. Observer is also a very nice function.
What do you dislike about the product?
I've send a couple of emails to the Freshdesk support system but have not received a response back from a real human. I receive a response from the automated system but no one gets back to me. I'm optimistic that it's a minor glitch, albeit one that needs to be resolved soon.
What problems is the product solving and how is that benefiting you?
Reducing response time, improving resolution time, presenting a better support front-end to customers.
Freshdesk in a small business support environment
What do you like best about the product?
The Freshdesk user interface is clean and intuitive. It also updates relatively quickly, meaning we don't see many cases where support techs try to grab the same ticket. The feature set provides pretty much everything we need as a small operator. Pricing structure is very reasonable and worth what we pay, although I wouldn't mind seeing some additional features at the lower tiers. The mobile app is so-so. The technical support is excellent (this coming from a support technician).
What do you dislike about the product?
Freshdesk could do with a graphical overhaul. The current upcoming overhaul (Mint) is in beta and definitely feels like it. Fortunately, we were able to switch back to the "classic" experience after running into a number of known bugs. The mobile app is solid, but the layout is a lot less intuitive than the desktop browser version. Not bad per se, but could use improvement.
What problems is the product solving and how is that benefiting you?
We support an array of ~40,000 devices located worldwide (primarily located in North America). Freshdesk lets us combine multiple support channels into a single interface, which saves a huge amount of time. We've managed to automate 99% of our ticket generation and we now have access to some valuable metrics on customer volume/distribution that our previous solutions didn't provide. We've also seen some minor benefits from creating our own portal with articles and FAQs for our customer base. The ability to receive and track views and feedback is particularly helpful.
Recommendations to others considering the product:
I can say that Freshdesk is an excellent fit for a small business environment. If you need turn-key ticket tracking and wiki options Freshdesk delivers at a reasonable cost.
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