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Mostly Good
What do you like best about the product?
Easy to use interface. When we rolled Freshdesk out, minimal training was needed. It's intuitive enough where a new user can figure it out fairly quickly.
What do you dislike about the product?
Dynamics CRM Integration. This was the feature that sold us on Freshdesk. It has not worked properly since we've signed on. Devs at Freshdesk continue to push the fix back. This has had some negative impact on our business. We are actually in the process of reviewing alternatives in the event that this is not resolved this month.
What problems is the product solving and how is that benefiting you?
We use this as our primary ticketing system. We find that it is very efficient and intuitive. It is allowing us to improve the efficiency and effectiveness of our support team.
Recommendations to others considering the product:
Out of the box, it is easy to setup and use. Their support team is friendly and generally helpful. We've had some customization done and that process was relatively easy. Again, long term issues, seem to be a challenge for them to resolve.
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Great tool with a lot of features even in the free version
What do you like best about the product?
I came upon Freshdesk by accident, when searching Google for a free Helpdesk with a lot of functions and options. Freshdesk offers just that. The free version offers a lot of functionality I have not yet found in any other software for free. In addition, at any time you can upgrade to a paid plan for even more options. A really interesting thing is, that you can buy day-passes to give access to another team member for just a day. Perfect, if you need an additional member for some time, to help with tickets, but you dont want to pay the regular monthly fees to add another member to the team.
What do you dislike about the product?
A great software without any weeknesses. The basic plan is a bit limited in its funtions but offers all you need as a small or medium sized business. Higher plans have some really cool features but are a bit costly. However, there is nothing bad to say about this software. We have been very happy with it ever since its implementation.
What problems is the product solving and how is that benefiting you?
Customer Support and general emailing. Knowledgebase, Support and Service. All emails are going directly into the helpdesk for further processing and working. We have been happy about the software from day one. Support even for the free version is great – something that values a lot. Generally really great to use and nice alternative to paid versions. If you need more, simply upgrade or get a day pass.
Recommendations to others considering the product:
If you are looking for a solid and good support solution, go for it. Free version has a lot of options and the paid plans come with even more, such as Facebook integration, etc.
Useful ticketing software with some minor UI issues
What do you like best about the product?
It's relatively simple and easy to use. Easy to create and interact with queries. Visually alright, though a little less "fluff" content would be nice. Overall, nice software,
What do you dislike about the product?
A number of buggy UI issues (e.g., on the client side, their search bar's text input gets all garbled and odd). Also, no way to display more than 30 tickets at a time - would prefer a more tabular way of displaying more tickets without having to export to Excel.
What problems is the product solving and how is that benefiting you?
Easy way to track communication with clients - through easily referable tickets - rather than email address. Good way to keep track of high volume communications.
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)
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.
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