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Improving for the better
What do you like best about the product?
Ease of use, great support, easy to train other agents on
What do you dislike about the product?
lack of integrations, lack of new mint experience on customer portal, wish FreshChat was an additional option to add on to FreshDesk, ugly customer facing support portal,
What problems is the product solving and how is that benefiting you?
ticket creation, bug resolutions
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Easy to navigate
What do you like best about the product?
it is easy to navigate and tag your tickets, people see what your working on because of the dashboard updates
What do you dislike about the product?
when I process something I need to refresh my page to make sure it sticks.
What problems is the product solving and how is that benefiting you?
error on my page
Excellent product, meets all of our needs
What do you like best about the product?
We have some unique needs that Freshdesk has been able to meet for us - we have several different products that need specific branding, as well as various support groups that need different type of access. We have been able to implement Freshdesk in a way that allows us to easily get tickets to the right people, as well as report out status of all tickets.
What do you dislike about the product?
There is not much I don't like about Freshdesk - we have had a couple of small issues over the last couple of years, all of which we have been able to resolve.
What problems is the product solving and how is that benefiting you?
Our biggest issue is supporting several different products in one system, and being able to make them all unique. We can have as many support portals as we need, as well as different emails and phone numbers. The cost of the system, and the options available, make it a win win!
Recommendations to others considering the product:
Set up is easy, and flexibility is outstanding. I was able to get us up and running in short order, as well as continually make changes to have Freshdesk work better for us.
My favorite help desk solution in the market
What do you like best about the product?
The platform allows us to bring our customers a very professional and efficient service. It is also very intuitive and easy to use. I have not received anything but excellent service from the Freshdesk Support team.
What do you dislike about the product?
I currently have no complaints whatsoever.
What problems is the product solving and how is that benefiting you?
It has allowed us to better manage customer service and relationships.
Freshdesk is easy for our internal team and our clients to use
What do you like best about the product?
It is straightforward, you do not have to spend too much time figuring out how to use it. If there are questions it is pretty easy to get help.
What do you dislike about the product?
No comment, there is nothing that I dislike about using the system
What problems is the product solving and how is that benefiting you?
It provides a location for our clients to log and update tickets which helps our team spend more time resolving issues.
Straightforward explanations, DIY approach and kind, caring service!
What do you like best about the product?
I love the fact that you send DIY videos explaining how to solve a problem or how to do something you need to do.
What do you dislike about the product?
I dislike the fact that I cannot talk to you guys. Mostly because I have difficulties understanding the Indian accent, I'm very sorry for that.
What problems is the product solving and how is that benefiting you?
We are providing a Support Portal to our customers, that allows them to contact our reps and solve problems in real time.
A review for using Freshdesk
What do you like best about the product?
I really like how I am able to submit a ticket on freshdesk and also get an email for the ticket. I like that I am then able to answer the ticket thread directly through my email. I don't need to log into freshdesk to respond. The email option makes it really easy to communicate and solve my ticket.
What do you dislike about the product?
Sometimes it's difficult to identify my issue with the drop down option list when writing a ticket.
What problems is the product solving and how is that benefiting you?
I'm able to get mistakes I've made on my parent feedback corrected by freshdesk. I can also communicate with my company regarding the progress with certain students.
Recommendations to others considering the product:
No recommendations.
Fairly simple and low maintenance
What do you like best about the product?
How simple it is to use. You are up and running really quickly. Its easy to create auto replies so that users know that their tickets have been picked up and are being actioned.
What do you dislike about the product?
Sometimes the support is difficult especially when it comes to observer rules etc. It takes a while for the support to understand you over chat. Sometimes you need to talk
What problems is the product solving and how is that benefiting you?
responding to tickets quickly.
Recommendations to others considering the product:
improve support
Freshdesk is good
What do you like best about the product?
It handles load pretty well (500-1000 tickets a day)
What do you dislike about the product?
Should be easier to define replies after a certain time as new tickets.
Simple bugs can take several months to fix.
Simple bugs can take several months to fix.
What problems is the product solving and how is that benefiting you?
Fast and efficient customer support
Improved team efficiency.
What do you like best about the product?
Good automations and funtionality to reduce time.
What do you dislike about the product?
I wish the live chat would work with a mobile app.
What problems is the product solving and how is that benefiting you?
Improved efficiency, consistent communications across channels
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