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Uncontrolled to Glory
What do you like best about the product?
Freshdesk made a significant improvement in managing and resolving customers issues. Ticket management and coordination through the Discuss feature, an internal agent discuss session to forwarding tickets to outside parties for review is a cornerstone to resolving problems for our customers. The automation tools have allowed us to ask customers key when the ticket is sent providing valuable tools to the customers to reduce issue resolution cycle time.
What do you dislike about the product?
Font is too small. Creating canned response customized templates can be done but outside the platform.
What problems is the product solving and how is that benefiting you?
We now provide customers solutions rather than questions. Through the automation tools, long drawn out conversations we are asking customers to provide all the information upfront to reduce the cycle times.
Recommendations to others considering the product:
There are many help desks out there. You wont be disappointed with Freshdesk and their amazing support.
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Outstanding Support
What do you like best about the product?
Friendly and very knowledgable support staff. They're even available when I need them...anytime!
What do you dislike about the product?
For recently implemented new features, release documentation could be improved.
What problems is the product solving and how is that benefiting you?
Proper client support using a single-person support department. Freshdesk has designed their tools and UI's to make it very easy to quickly respond to clients no matter where my staff person is physically located.
Recommendations to others considering the product:
One of the younger companies in age. But maturing much quicker than most.
FreshDesk
What do you like best about the product?
I like the easy access to announcements and training material. I'm able to review information that I may not remember or need to access repeatedly.
What do you dislike about the product?
Sometimes the information can be difficult to locate. If I'm looking for an announcement or material that was posted a while back, it may be difficult to find quickly. I wish it was easier to search.
What problems is the product solving and how is that benefiting you?
FreshDesk provides me with updates and announcements for my teaching job. I'm able to access training material for review and improvement.
Recommendations to others considering the product:
This is a great platform to post information for a large group. It allows users to read at their leisure and still be able to refer back to it as needed. The same applies for training material (such as PowerPoint slides or .pdf files).
This team has shown fantastic support and the program is versatile enough to meet my support needs.
What do you like best about the product?
The support from the company when I have questions. They are quick and follow up.
What do you dislike about the product?
The response settings can be confusing. I wish there was a centralized hub to set up and change how FD reacts with specific clients. Instead I have to set up rules or go through the clients one by one to change some settings. Why can't there just be an option under a settings menu to turn on auto assigning of some options.
What problems is the product solving and how is that benefiting you?
It's helped track which clients are needing more support and focus.
Great tool for managing customer experience how YOU want
What do you like best about the product?
Clean interface. Ability to adjust ticket settings and requirements. Chat feature. Automation tools. Availability of helpdesk staff to assist when I need them.
What do you dislike about the product?
Phone functionality allows customers to get caught in hold/voicemail conflict for us. FD staff havent been super helpful in resolving this.
What problems is the product solving and how is that benefiting you?
Grouping customer interface options into one easy-to-use package. With plenty of metric tracking onboard.
A great platform to manage customer queries
What do you like best about the product?
It has a variety of features which provides a lot of solutions.
What do you dislike about the product?
Features aren't visible upfront. Need to find in the forums to get help.
What problems is the product solving and how is that benefiting you?
Customer queries via different channel.
Best helpdesk software with Amazing Customer support
What do you like best about the product?
Freshdesk is one of the top class customer helpdesk software for SMBs . It has the ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket . I love the fact that Freshdesk is easily integrate-able with multiple sub-systems and provides the flexibility of using it in multiple channels like the PC, and having a dedicated mobile App.
What do you dislike about the product?
Honestly, there really isn't anything to dislike. Maybe the trial version should be a little more locked down to avoid wandering into making a configuration decision early that could prove problematic to correct later.
What problems is the product solving and how is that benefiting you?
We are using freshdesk for our customer support solution. I implemented customers support system for our company and different features on our website which was linked to Freshdesk via API.
Recommendations to others considering the product:
. We are a satisfied customer of Fresdesk . Freshdesk is quite the wow software that is a must have if you are managing multiple customers and would require data to seamlessly flow into multiple systems.
Its a great experience for users and agents.
What do you like best about the product?
Freshdesk's most appealing approach is ease of use. Both, for the end customer, which will also be supported by the tool, as well as internal agents/administrators. Because the settings and implementation of the tool are so didactic that it flows almost "alone"...
What do you dislike about the product?
There is a bit of customization on the client side. But it is easily remedied in some plans or same with the possibility of acquiring the "portal customization" feature, which allows us to edit all the content in the tool.
What problems is the product solving and how is that benefiting you?
Organization and centralization of all my Helpdesk. When you have a relatively large team, the difficulty in having control over so-called callbacks, backlogs, and similar things is quite complicated. Custom filters and some of the automations help a lot too for this purpose. Reports generate important metrics for strategic decision making in the company because it has clear and positive insights.
Recommendations to others considering the product:
It is a simple tool that has the idea of facilitating the analyst's attention to the client. Several resources are always focused on "user laziness", since they make it easier to send responses, contacts, view information and other facilities. A negative point would be the lack of parameterization on the side of the analyst, because although the portal of the same already has a lot of data, sometimes one or another edition would be necessary, and it is not possible to do without having to develop an integration or some application that does this for her.
Freshdesk is helping us keep organized and fulfill requests quickly
What do you like best about the product?
I love the ability to create rules that dispatch tickets to specific groups, agents and also trigger notes and e-mails.
What do you dislike about the product?
While the existing app is great, it does not include a customer facing app, which for the purposes of our organization would be extremely helpful!
What problems is the product solving and how is that benefiting you?
We need to fulfill the needs of 18 locations for our church. Freshdesk allows us to keep the requests neatly organized and prioritized, which in turn allows us to fulfill requests more quickly.
Freshdesk is a great Private Resource for our Customers!
What do you like best about the product?
This website is very user friendly! Our entire staff can easily contribute information and our customers have no issue logging in to access the information. Our customers use the freshdesk portal as a resource whenever needed!
What do you dislike about the product?
I dislike that we cannot embed videos and large documents.... because freshdesk only allows so much space for the attachments we have to use dropbox to upload videos and then put a link to access in freshdesk.
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
What problems is the product solving and how is that benefiting you?
When our team is out of office, our customers can log in at any hour and search for real time solutions. Helps especially for customers in different time zones when it is hard for them to call us. We like that we can control who can be a user and view this information as we cannot post all of this on our website.
Recommendations to others considering the product:
If you need an easy to use customer portal to post articles, and useful information, this is the website to use!
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