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Great chat feature
What do you like best about the product?
Their chat function is easy to use and very helpful!
What do you dislike about the product?
They have limited integration features with JIRA
What problems is the product solving and how is that benefiting you?
Support ticket, knowledge base, and feature forum
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First impressions
What do you like best about the product?
System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.
What do you dislike about the product?
It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.
What problems is the product solving and how is that benefiting you?
Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.
Helps our business immensely, but has a few glitches.
What do you like best about the product?
Freshdesk hasn't had any downtime since we started using it two years ago. It made us a more organized company and helped us keep up with growth as we started running ads and processing more transactions. Their support team replies quickly. Their online training helped us get implementation done with minimal effort. Best of all, the system is intuitive. No user ever raised a question about how to do something in Freshdesk.
What do you dislike about the product?
The user interface needs an update. Search also needs improvement. Why is it we can only look for customers sorted by first name? The Facebook connector works, but leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
We prepare shipments for online sellers using Freshdesk for both sales and support interactions. With Freshdesk connected to our general inbox address, we no longer have to wonder if emails are falling through the cracks. As company owner, I get a clear picture of what my team is doing. Also, if an employee is absent or leaves forever we can still see the communication they had with our customers.
Recommendations to others considering the product:
Spend money for a proper implementation if you can. We were on a shoestring budget, so it was just the CEO guiding the implementation for three users. Freshdesk did not charge for implementation assistance but we didn't have anyone assigned to the project.
Extremely easy
What do you like best about the product?
Interface for distribution of tickets is very very easy
What do you dislike about the product?
It’s difficult to do things like checklists for example new hire onboard int process
What problems is the product solving and how is that benefiting you?
General help desk tickets
Recommendations to others considering the product:
If you have trouble with tickets, use this.
Freshdesk is Alright
What do you like best about the product?
Integration and set up with gmail is easy.
What do you dislike about the product?
Even basic features like being notified when an email doesn't go through is something you have to pay for. You can't BCC people.
What problems is the product solving and how is that benefiting you?
Sending an unlimited amount of emails
Great Helpdesk solution!
What do you like best about the product?
Freshdesk has an easy to use interface, and great Customer Service!
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
What do you dislike about the product?
We have been using Freshdesk for over 5 years, and there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, we did not have a ticketing system. Users would call, email, or just stop by to report issues. Many times, there was no way to track these issues. Certainly no way for our IT group to collaborate on issues. With Freshdesk, we can enter tickets from any source, and track the progress, as well as collaborate with other agents. Responding to users from within the ticket is a great feature as well.
Recommendations to others considering the product:
It's an easy to use, cloud based Helpdesk solution. Setup is easy.
Freshdesk... The Zendesk Replacement
What do you like best about the product?
Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.
What do you dislike about the product?
No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)
What problems is the product solving and how is that benefiting you?
I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
Recommendations to others considering the product:
Unlimited agents, lots of add-ons and features... for free.
Very Easy Tool
What do you like best about the product?
Allmost everything daily. we use it every day
What do you dislike about the product?
not exactly like dislike but please allow us to view and zoom the picture attachments rather download always.
What problems is the product solving and how is that benefiting you?
Support Operations, very swift in getting in touch with customers, solutions are very handy to distribute. New mint GUI is superb
Recommendations to others considering the product:
Please keep us same enthu and continue the good work you guys are already doing. thanks much
It was a wonderful helpdesk product
What do you like best about the product?
The ease of use in handling the product. Freshdesk consists of various features like Team Inbox, SLA Management,Agent Collision Detection and Custom Ticketing but out of all these Agent collision Detection was the best.
What do you dislike about the product?
Although almost all its features were quite good but still there are some lacunae to fill like the calling feature that they don't have can be incorporated into it.
What problems is the product solving and how is that benefiting you?
We are able to address our customer queries and also track the conversations while assigning/auto assigning the tickets to our customer service reps. The benefits include our customer churn rates have been reduced by over 20 percent.
Recommendations to others considering the product:
The most appropriate recommendation would be to test the product for 30 days before actually purchasing it. In the free trial period, you will get access to most of the features that they offer. This is the best product available in he market for HelpDesk.
Only have it for 4 days in use but till now meets my expactions
What do you like best about the product?
Only have it for 4 days in use but till now meets my expactions. I like the gamification a lot where you can give your agents rewards. But as I said, i do not use it that long.
What do you dislike about the product?
It is rather strange that if you once selected your primary language you are not able to change them anymore
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge Base (internal and external)
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