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Great
What do you like best about the product?
Very efficient support & usability. The product is easy to use and simple to understand as a beginner
What do you dislike about the product?
Sometimes the phone drops, but their support team has been good at assisting in this issue.
What problems is the product solving and how is that benefiting you?
Improving customer support
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Best helpdesk software we have used!
What do you like best about the product?
We like the best the customizability of it and the vast plugin add-ons you can install. It makes a lot of things easier. Freshdesk support is very helpful as well and they get back to you right away without waiting a few hours.
What do you dislike about the product?
What I dislike is that we don't have the ability to set our own ticket status. But other than that, everything is perfect!
What problems is the product solving and how is that benefiting you?
We use Freshdesk for customer inquiries and concerns about their orders. Freshdesk greatly helps our company organize tickets and know if we're missing anything out.
Relevant and lightning fast support
What do you like best about the product?
Provides a platform where we could engage the customer by asking back questions to understand their issue better and provide an appropriate solution. Canned responses are a great way of saving time, since it can be reused for multiple recurring requests. It can also be shared between agents. Private notes also help us a lot to collaborate internally in responding to high-value customers.
What do you dislike about the product?
I would be delighted if freshdesk app could also allow viewing and adding solutions in knowledgebase. It would help agents who are mobile. Scenario automations and dispatchers are quite difficult to figure out and put to regular use.
What problems is the product solving and how is that benefiting you?
Technical issues related to our software are addressed using freshdesk. It helps us track our support and reuse responses using canned messages. Knowledgebase has helped us a lot in minimizing the number of incoming tickets and serves as a platform for putting up technical content.
Recommendations to others considering the product:
Using a tool like freshdesk for supporting your customers, adds value to the kind of service that you provide. It will be appreciated and customers will be able to feel the importance they are given.
Ideal for client knowledge base/portal and great customer service
What do you like best about the product?
I have spent a lot of time looking for a client portal/FAQ/knowledge base that was easy for me to set up and use and intuitive for clients. Freshdesk has a very intuitive feel and lots of great features.
What do you dislike about the product?
I am pleased with the knowledge base and I don't use the ticket system. I don't really have anything specific I have identified that I don't like.
What problems is the product solving and how is that benefiting you?
I am a bankruptcy attorney and I am using Freshdesk to provide all of the information and forms to my clients so that I don't have to answer the same questions over and over and over. It allows them to do a lot of self service. I have looked at various things like wordpress, and regular frequently asked questions options such as just using my website. I find Freshdesk to be easy to use and extremely easy to add content to and it is robust in that I have not run into a bunch of things that I wish the program had. It does everything I hoped it would do.
Recommendations to others considering the product:
I don't use the ticket system at all, but I am impressed enough with the smooth operation of the knowledge base that I use the software for the knowledge base alone. It is free but I would certainly pay for it.
A tight race between Freshdesk and Zendesk
What do you like best about the product?
Cost-effectiveness, meaning customers from mom-and-pop and enterprises customers alike can benefit from this platform. Very friendly, knowledgeable and accessible support staff,
What do you dislike about the product?
The ecosystem is noticeably smaller. For instance, the number of apps in the marketplace doesn't quite stack up against Zendesk. I struggled to get the Slack integration up and running, only after the helpdesk explained the integration app (2+ years old) only worked with the old UI.
What problems is the product solving and how is that benefiting you?
Centralizing helpdesk and application support knowledge base. Better analytics and in turn metrics-based business decision making.
Quick Communication
What do you like best about the product?
Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).
What do you dislike about the product?
It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.
What problems is the product solving and how is that benefiting you?
We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).
Freshdesk Ticketing
What do you like best about the product?
Web based, and mobile use. Can access from any device, anywhere
What do you dislike about the product?
Nothing really. Great ticketing software.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system with mobile apps, and Freshdesk has certainly done that for us. Being able to track and update tickets on the go has helped us greatly.
Recommendations to others considering the product:
If you need a ticketing system, and are on the go, this is a great product. You can use it anywhere, and can be setup and logging tickets in a matter of minutes.
Great Ticket System
What do you like best about the product?
Easy deploy, fast access to tickets, intuitive GUI.
What do you dislike about the product?
Limitation to few fields on free version,
What problems is the product solving and how is that benefiting you?
Fast support system, free version allows unlimited agents
Best Support System Ever
What do you like best about the product?
We have used Freshdesk from two years now and its pretty much our lifeline for our business.
What do you dislike about the product?
nothing as yet. Has all the features we need
What problems is the product solving and how is that benefiting you?
Customer service and support
Recommendations to others considering the product:
Close your eyes and switch to Freshdesk
The ability to provide great service to our customers, finally!
What do you like best about the product?
Freshdesk is extremely user friendly in all aspects. Agents have an easier time resolving tickets quicker and admins can easily set up rules or customization's for the best possible outcome for the team and end user.
What do you dislike about the product?
There are some configurations that I can't figure out, I have to spend more time in the forums and help center to figure some things out.
What problems is the product solving and how is that benefiting you?
More streamlined way to resolve inquiries, able to get customer feedback which has strengthened our knowledge base and in turn deflects new tickets.
Recommendations to others considering the product:
I would highly recommend Freshdesk to any company who needs a more streamlined, efficient way to reach their customer.
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