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Good support and user friendly
What do you like best about the product?
Customization opportunities and easy to use
What do you dislike about the product?
Difficulties to get a clear view of pending activities
What problems is the product solving and how is that benefiting you?
Easy to trace incidents at customers
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Better customer support
What do you like best about the product?
As a manager, I can monitor the level of customer requests so I can better anticipate high intensity phases and therefore better prepare the operational team.
Then, I can easily follow the operational staff's answers.
Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.
Then, I can easily follow the operational staff's answers.
Finally, the possibility of having several portals allows you to address different populations while maintaining a single back office.
What do you dislike about the product?
We don't have a testing platform, so all the changes we make are directly in production. This can create problems for operational staff and customers.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk, we have significantly reduced customer response time. Thus we were able to increase their satisfaction.
In addition, the tool provides an efficient dashboard that allows us to present data to the board.
This allows us to show them the quality of our customer service.
In addition, the tool provides an efficient dashboard that allows us to present data to the board.
This allows us to show them the quality of our customer service.
Good for Small Business
What do you like best about the product?
My favorite thing about freshdesk is that they are constantly making improvements and have a wide variety of options to customize your account.
What do you dislike about the product?
While they have customer service that responds quickly, their customer service is very hard to communicate with. It often takes them a while to even recognize what you are trying to get resolved. They can also be a little snippy.
What problems is the product solving and how is that benefiting you?
Freshdesk is what we use for our Customer Service team. Freshdesk has great reporting for phones.
Recommendations to others considering the product:
I would make a wish list of everything you need and make sure that Freshdesk has it. While they have good phone reporting, reporting for tickets is not great especially if you use their timing system. It's a good program, but it many not have EVERYTHING you want. The system does tend to go down once every 2 or 3 months, but they are very quick at getting it back up.
Freshdesk is a Great Free Helpdesk Solution
What do you like best about the product?
Really easy to set up and use, works well, easy for users to create tickets and check on progress. The customer service is exceptional!
What do you dislike about the product?
I struggled a little setting up email forwarding so users could just email an address, rather than going to the helpdesk, logging in etc. and creating a ticket. I called Freshdesk and they were super helpful and resolved my issue straightaway.
What problems is the product solving and how is that benefiting you?
Monitoring issues and collating data on said issues. Ability to prioritise issues and set SLA's so users know where they stand.
Recommendations to others considering the product:
Great product! Try it for free before you go for it.
Powerful helpdesk solution
What do you like best about the product?
Multi-channel access, scenario automation, custom fields, built-in reporting tools, and plenty of options to split/merge/link tickets.
I'm also enjoying the new Mint UI so far; it's flexible and a nice improvement.
I'm also enjoying the new Mint UI so far; it's flexible and a nice improvement.
What do you dislike about the product?
The Mint UI has some questionable space-saving, like truncated text on the Group/Agent field and an overly condensed formatting toolbar for replies. There's more than enough whitespace to expand both. The main dashboard page isn't too useful for us either.
Finer control over SLAs and channel access would be great. We're trying to bring in more teams but some are specialized with hours or contracts that differ from our core support team (e.g. no phone/chat).
Our developer says there are odd limits on dispatcher rules and API calls for pulling ticket data and managing custom fields. We love automating wherever possible so more power here would be awesome.
Finer control over SLAs and channel access would be great. We're trying to bring in more teams but some are specialized with hours or contracts that differ from our core support team (e.g. no phone/chat).
Our developer says there are odd limits on dispatcher rules and API calls for pulling ticket data and managing custom fields. We love automating wherever possible so more power here would be awesome.
What problems is the product solving and how is that benefiting you?
Problem: Technical support for small/med/large customers on Google G Suite as well as other cloud services and software
Benefits: Vastly increased organization, collaboration, and responsiveness to customers
Benefits: Vastly increased organization, collaboration, and responsiveness to customers
Recommendations to others considering the product:
For small teams, you'll need a separate paging solution if you don't have enough agents to cover a 24x7 help desk. We've been happy with PagerDuty.
Helpdesk that fits
What do you like best about the product?
Email to ticket conversion in few steps: It´s very easy to configure an email account and convert them to tickets.
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
Social Networks: Integration with Facebook and Twitter, so I can answer all questions and direct messages from my clients.
Live chat: It´s easy to add a chat into my website
Customizable interface, Multiple languages, Escalation, Multiple SLA´s
Cloud- Hosted
The Knowledge base can be populated according to my services
I can use my own email servers, so I can manage all incoming/outgoing emails
When we close a ticket, The system send a satisfaction survey, which helps us to improve our work
What do you dislike about the product?
There´s no integration with Instagram or whatsapp yet.
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
It´s not possible to have agents in different plans in the same portal
The only way to add agents is by email address
What problems is the product solving and how is that benefiting you?
Satisfaction of my customers, Custom agent roles, Integrate a live chat in my website, interaction with Facebook and Twitter, Service Level Agreements, Export reports in different formats, It´s easy to add or delete agents whenever I want.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Now I can manage all requests from my customers and notify them about the status of the tickets.
Recommendations to others considering the product:
Everything is Cloud-hosted. It´s easy to add agents and add users to Self-Service Portal.
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
You can export Enterprise Reports into multiple formats
You can offer several ways to communicate with your customers (Social, Chat, Email, Phone, Self-Service portal)
Price is too cheap for benefits
The Technical support is excellent,
Excellent Support
What do you like best about the product?
The support is always super helpful and informative. Friendly agents who get back to you really quickly.
What do you dislike about the product?
I've not found anything I don't like about Freshdesk in the 4 years I've been using it.
What problems is the product solving and how is that benefiting you?
All of our email comms in one place and the ability to all jump in and grab tickets for colleagues if needed
Freshdesk cares
What do you like best about the product?
When I log an issue or query Freshdesk staff are quick to respond and often have a solution ready and waiting
What do you dislike about the product?
I would like more freedom to change the information gathered when tickets are automatically raised from the live chat tool
What problems is the product solving and how is that benefiting you?
Identifying product issue trends and feeding into the Analox continuous improvement plan with real data gathered from our products in the field
Recommendations to others considering the product:
Talk to the sales engineers, they will help sandbox your requirements so they can better meet your need
Why we switched to Freshdesk.
What do you like best about the product?
There's a lot to like about it. Pretty much everything about it is better than our old Helpdesk software. I can bulk close tickets, I can bulk update tickets - the app is great and super easy to use.
What do you dislike about the product?
I can't think of much I dislike about it at the moment. It's a great chunk of software and I'd be hard pressed to find something better for our application.
What problems is the product solving and how is that benefiting you?
A benefit for me is that I can log into Freshdesk from any of my computers or devices and assign tickets on the go. So even if I'm out of the office for a day, I can still get some work done so I don't come back to a complete mess.
Easy to use!
What do you like best about the product?
Great and easy overview. Quick response to users..
What do you dislike about the product?
Missing the ability for the user to vote for ideas/bugs etc
What problems is the product solving and how is that benefiting you?
Using it as a support tool for my "side-project-websites"
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