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Freshdesk should be easydesk
What do you like best about the product?
Freshdesk is easy to use and straight forward to set up.
What do you dislike about the product?
Freshdesk has a bit of a learning curve, especially when setting it up with several different customer portals.
What problems is the product solving and how is that benefiting you?
Health care workers and related software questions
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Great flexible solution and responsive support
What do you like best about the product?
Have used Freshdesk for about 1.5 years. It has offered us the flexibility to expand as we've added more products that we support to our own portfolio - all feeding into a single portal that our team can easily manage from one place. If we've ever needed technical support, Freshdesk offer a live chat facility where their support team respond instantly to our questions.
What do you dislike about the product?
Nothing that comes to mind, have been very happy with the system
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the increasing support questions/issues in a central place with a small team, it gives full visibility to anybody in the company who needs to review that status of a current ticket or interactions with specific client. Has helped us improved our service by: giving visibility and then allocation of tickets to the appropriate person. In addition it has helped analysis of trends / repeated questions - that we can then add to the FAQs on the portal - and also refer to (so improving efficiency of our limited staff's time).
Recommendations to others considering the product:
Give the free trial a go - that gives a really good flavour of the system.
Informative & useful tool
What do you like best about the product?
Ability to categorise, reporting functions
What do you dislike about the product?
Merging function is clunky, no customisable colour categorisation available
What problems is the product solving and how is that benefiting you?
Able to share across markets; tracking & reporting emails
Excellent software with a very promising and competent team.
What do you like best about the product?
The demo was excellent and the demonstrator clarified all our doubts and answered all our queries to our utmost satisfaction. Kudos to the entire team.
What do you dislike about the product?
Sometimes the response is slow and not as expected.
What problems is the product solving and how is that benefiting you?
An excellent ticketing system which we can use with our clients.
Recommendations to others considering the product:
Surely a winner. Please don't think twice. Go ahead and get it.
we are useing it to manage engagement with field teams.
What do you like best about the product?
Ease of Use
technical support
SLA Management
Mobile app
Ticket search
technical support
SLA Management
Mobile app
Ticket search
What do you dislike about the product?
Poor support
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
What problems is the product solving and how is that benefiting you?
technical support
Feedback for use freshdesk
What do you like best about the product?
The helpdesk support service is very good and the respond time is very fast. Fast to help us to solve the problem.
What do you dislike about the product?
Some function on Freshdesk portal, actually the escalate function for the ticket is unable to apply for our company and it should need to have feasibility to configurable on the portal. The function behavior always change suddenly and it is made the user confuse to use the Freshdesk.
What problems is the product solving and how is that benefiting you?
We can consolidate the commutation with business partner and that portal is transparent to business partner ( they just reply the email then the ticket will create on Freshdesk).
Great product for a small but growing company
What do you like best about the product?
The application is very easy to get up to speed on. Very little training is required.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
What do you dislike about the product?
When we first signed up Freshdesk signed a BAA for HIPAA compliance. Now they are stating that they are not HIPAA compliant which means we will need to get off of the platform.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
What problems is the product solving and how is that benefiting you?
We use it as our customer support site. We don't provide phone support, so this is our primary means of communicating with our customers.
Great Customer Support
What do you like best about the product?
The application as a whole is a great way to standardize and consolidate customer support into a single place. The ability for users to submit and respond to tickets via email is very valuable and makes adoption much easier. Freshdesk's team is responsive and very helpful when dealing with them through their support process.
What do you dislike about the product?
The main things we'd like to see are improved searching in the portal, so we can have a better idea of how we are doing across different areas. In addition, the Client Portal view seems to be a bit lacking and it would be better if we could customize which fields are available for the customers, for example being able to have them search on a custom field such as a target release for a set of items.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to improve our customer support process across all of our products in our company. Rather than dealing with separate systems or having to find a place for items that come in from phone or directly via email, Freshdesk offers a standard place to house and manage tickets, improving our efficiency on the support front.
Great support software for supporting users
What do you like best about the product?
Tons of options to be able to tailor and customize Freshdesk to support our users. It's very easy to use and the support behind Freshdesk are always on time, friendly, and superb.
What do you dislike about the product?
We don't have anything to dislike about Freshdesk!
What problems is the product solving and how is that benefiting you?
Technical and subject matter support. We can use this software anywhere and it's always up to date.
Solid support software
What do you like best about the product?
Freshdesk does the expected job with minimal hassle and allows you to get running very quickly. The day-to-day workflow of managing tickets is streamlined and pleasant to work with. Ticket search remains perfectible but has significantly improved.
What do you dislike about the product?
Some common operations like quickly applying actions per ticket, mass-modification or changing the values of custom ticket fields remain a bit tedious.
Automation features (Observer & co) are a bit awkward but are usable.
Automation features (Observer & co) are a bit awkward but are usable.
What problems is the product solving and how is that benefiting you?
We managed to achieve a very good support level
Recommendations to others considering the product:
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