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Good way to organize customer requests.
What do you like best about the product?
We avoid double processing of incoming customer Mails. Our customer's data is find in one place and you can assign subcontacts of our customers and tasks. It's a good summary for neccessary information.
What do you dislike about the product?
That every incoming Mail creates an extra contact.
What problems is the product solving and how is that benefiting you?
We have main email adresses for every team in our company. But everybody can probably process every request. To avoid double processing we work with freshdesk since May 2017 and it really oraganizes our work.
Recommendations to others considering the product:
If you work with several agents and just one email access, freshdesk is very helpful
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Great software, fast support.
What do you like best about the product?
The effectiveness for my team to quickly pickup the software and learn it after a 5 minute explanation from me.
What do you dislike about the product?
It has almost everything. I think the "workflow" portion could be beefed up or enhanced a bit.
What problems is the product solving and how is that benefiting you?
I use this software in a non-traditional sense. I work for a building company and we needed a way for our sales team to submit for "bids" for new construction. We did it the old fashion way with email and excel.
This now automatically creates and loads there tickets and assignments.
This now automatically creates and loads there tickets and assignments.
Recommendations to others considering the product:
Definitely give it a try, worth it for the free 30 day trial.
Great support + customer service
What do you like best about the product?
Very helpful and responsive support help desk
What do you dislike about the product?
Cannot restrict/set time limit for agents to access certain tickets/groups. EG. Allow this agent to access certain groups on weekends only.
What problems is the product solving and how is that benefiting you?
Tickets from two different emails - different senders - accidentally merged into one.
Great tool for me and my team
What do you like best about the product?
The simplicity of the standard features, but also the capability of some of the more advanced tools.
What do you dislike about the product?
The UI is good but could be a bit cleaner
What problems is the product solving and how is that benefiting you?
We have grown rapidly and I think Freshdesk has helped us do that by supporting and onboarding our customers
Recommendations to others considering the product:
More app integrations
Freshdesk = Client Communciation
What do you like best about the product?
It has a great GUI first of all. I really like the look and feel of the product
What do you dislike about the product?
As such nothing. Everything is great to me. I loved working on handling client tickets for my company.
What problems is the product solving and how is that benefiting you?
Client Company Relationship.
Recommendations to others considering the product:
You would know that this is the best
Freshdesk helps us streamline tasks &communication, all while growing relationships with our clients
What do you like best about the product?
I like that we can assign tasks to Jira through Freshdesk & leave private notes for each other.
What do you dislike about the product?
As an agile component I'd like to be able to assign my own titles to the Dashboard & update those as our needs change.
What problems is the product solving and how is that benefiting you?
We have a small team & use Freshdesk as a way to streamline communication with each other & our clients. We're able to track our progress & respond to our clients more quickly which has been a real boon.
great product and support team
What do you like best about the product?
very intuitive and straightforward tool.Great possibilities to adapt the tools as per the business needs. Easy to learn and great support team, knowledgeable and with immediate help in case it is needed.
What do you dislike about the product?
Would be great to have a tips and tricks paet included to ahow all the possibilities and to look for hoe to set up freshdesk as per the business needa
What problems is the product solving and how is that benefiting you?
Customer service improvements and metrics
Simple Easy Service
What do you like best about the product?
The simple layout and flexibility of automations.
What do you dislike about the product?
I wish there was a description of what all of the automation rules did.
What problems is the product solving and how is that benefiting you?
I'm automating our service desk so that anyone who is new can pick it up easily and be sent reminders on what steps they should be following. Loving the system so far, its letting me build a simple work flow that our new agents will be able to follow easily.
Recommendations to others considering the product:
Sign up for a trial, do a demo. The support team at freshworks will walk you through every aspect. They can really show you what the platform is capable of.
Quick review
What do you like best about the product?
Fist of all I'd like to praise Freshdesk for their communication and support. It's very easy to reach them, and all the conacts we very knowledable helpful!
Regarding the system: I like the reporting tools. Intuitive and very in-depth - if necessary.
Regarding the system: I like the reporting tools. Intuitive and very in-depth - if necessary.
What do you dislike about the product?
Our team had some issues with smaller UI related issues, some of which are supposed to be fixed with the upcoming update. Some of them seem to be related to firefox, and seem to work fine on Chrome, something to keep in mind? Our biggest issues were related to our multi-language set-up. One the one hand the language detection doesn't work for us. On the other hand some features, e.g. CSAT survey, simply don't support more than one language.
What problems is the product solving and how is that benefiting you?
We've improved our reporting a lot. More data, easier to access, more automized reports. The tagging-feature helped us track groups of cases more efficiently.
Freshdesk ticketing system is great for organising your workflow
What do you like best about the product?
Its like a huge automated to-do list that automatically tracks your customers and nags you when you forget something.
What do you dislike about the product?
Not a great fan of the Freshdesk support site - it always takes me 30 minutes to work out how to open a ticket.
What problems is the product solving and how is that benefiting you?
Job tracking and time allocation is now handled much better than with our old paper and pen system.
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