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Kingspan Customer Service environment
What do you like best about the product?
- easy use of the tool
- the flexibiilty of making fields
- the flexibiilty of making fields
What do you dislike about the product?
- the non flexibility for reshaping dashboard and how the content looks like ex. broadcast other info in the general layout, adding other KPI's in the dashboard, etc ...
What problems is the product solving and how is that benefiting you?
customer satsifaction by measuring our service performance
Recommendations to others considering the product:
missing flexibility on outlook, complete personalised reporting (creating own new modules based on all fields)
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Quick setup Help Desk solution
What do you like best about the product?
Being web based allows no hardware costs.
What do you dislike about the product?
Linked issues should also exist without a tracker.
What problems is the product solving and how is that benefiting you?
Created some categories for issues and now we can measure where problems are occuring more often. Also works as KB
Freshdesk is a Good Product
What do you like best about the product?
I like that I can easily distribute IT requests to my team.
What do you dislike about the product?
I wish there were more bulk actions I could perform to my tickets.
What problems is the product solving and how is that benefiting you?
We are resolving IT issues for an Automotive Company.
Recommendations to others considering the product:
Freshdesk is a good product. Take the time to set it up correctly.
My freshdesk experience
What do you like best about the product?
Quick connectivity to their chat support - doesn't need to wait for long!
What do you dislike about the product?
Don't have any dislikes at the moment, however, they can work on finding a way to capture ticket handling time which isn't available at the moment.
What problems is the product solving and how is that benefiting you?
Neat reporting structure - easy to generate and schedule reports.
Great Tool!!!
What do you like best about the product?
User-friendly tool and manganeso integration.
What do you dislike about the product?
Lack of reporting in the Sprout version.
What problems is the product solving and how is that benefiting you?
Better understanding of IT issues and proactive work towards main pain points. Helping on reducing costs and improve IT deliverable..
Must Have
What do you like best about the product?
It has multiple features but creating the rule with the dispatcher is one of the best seen till date. Time tracked is also one of the features which is very much useful. When it comes to reporting, the format of the report and various filters are attractive.
What do you dislike about the product?
I cant say I dislike any option. Having said that, I would like if you have a report, which can give time spent on each status like from open to waiting on a customer, waiting on a customer to waiting for the third party and so on.
What problems is the product solving and how is that benefiting you?
I am using freshdesk as a customer support tool. I also use it as internal ticketing tool. Followup through freshdesk is very useful. You do not have to keep reminder as it has the feature of sending emails whenever there is an SLA breach.
Recommendations to others considering the product:
I would recommend freshdesk for all the business types. It can act us good internal ticketing tool as well.
Best ticketing tool I've used so far, will definitely recommend to others.
What do you like best about the product?
Simple UI, Low memory ( Background processes / RAM ) consumption, quick response time, reconnect itself to the server if the network is changed, super fast report generation ( Database queries are highly optimised, very good ), quick support
What do you dislike about the product?
Can not create custom alerts, cannot create custom reports, API base should be redefined considering the customer requests, there is a gap between the customer and the developer
What problems is the product solving and how is that benefiting you?
We serve thousands of students worldwide daily through calls / chats / emails. Integrating all these three platforms into one helped to keep an eye upon on every service request.
Recommendations to others considering the product:
Definitely. Worth to use. Good UI / Processing Speed / Customer Support.
More than a great experience
What do you like best about the product?
Product, customer service, features & ease of use.
What do you dislike about the product?
The advanced package's prices are little bit expensive.
What problems is the product solving and how is that benefiting you?
Freshdesk is actually helping us to save a lot of time and achieving our goals by providing records and stats. Even the aged employees find that it has a user friendly interface.
Love the Help
What do you like best about the product?
Absolutely love how easy it was to set up the solutions, and then for users to be guided to possible solutions without me. I can see by looking at the Thumbs up icons that people have been looking and calls for support have been preempted by the solutions page.
What do you dislike about the product?
Not much I don't like at all. My main question would be that my tickets I tend to close without marking them resolved first. Not sure how to fix that, but then I haven't tried.
What problems is the product solving and how is that benefiting you?
Its the calls for support, that demand on time, that has benefited the most.
Overall Easy to navigate and use
What do you like best about the product?
User interface is nice and clean, simplicity is key
What do you dislike about the product?
The reporting function could have much more filtering availability.
What problems is the product solving and how is that benefiting you?
a one stop shop for all support needs.
Recommendations to others considering the product:
nice and clean user interface
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