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Good software but needs an update
What do you like best about the product?
I loved the help I got from the Freshdesk account managers with setting up my help desk. They went above and beyond to make sure I could do everything I wanted.
What do you dislike about the product?
That said, the system is archaic in that there are almost ZERO usable free "skins" for Freshdesk. For companies with lower budgets this is a dealbreaker. It's ridiculous to expect that each company will code their own interface (or buy a $300 interface).
What problems is the product solving and how is that benefiting you?
It creates great setup for a help desk site.
Recommendations to others considering the product:
Consider the design options if you are a small company.
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Wonderful support experience and fantastic follow-up
What do you like best about the product?
The support agent that had assisted during phone call was attentive, caring and seemed very dedicated to helping resolve an issue we had encountered on our customer portal. He had provided wonderful support, pulled up our company profile and ensured we were on the right track for resolution - he had made the process very clear and easy. He had also gone above and beyond w follow up to ensure that we were able to resolve the issue fully and encouraged that he and his team were available at anytime for support needs in future. This was truly a wonderful, quick and helpful experience!
What do you dislike about the product?
I had experienced no "dislikes" during this process. Karthik had sent the support ticket information via email to ensure we had an avenue to reconnect and receive further support if needed and stayed in contact w us until the issue was fully resolved - this is greatly appreciated.
What problems is the product solving and how is that benefiting you?
We had an adjustment to one of our customer portals (email forwarding into ticket submission) due to changes in client needs, which Freshdesk support had guided us through w ease.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
Recommendations to others considering the product:
If you are looking for a "one stop" platform to support any/all needs, Freshdesk may be a beneficial tool for you and/or your company.
Acilimsoft.com's Freshdesk Experience
What do you like best about the product?
It works like a charm. We use its free version and this version includes all the features we need.
Customer support is quite responsive.
Customer support is quite responsive.
What do you dislike about the product?
There is really nothing I dislike about FreshDesk.
What problems is the product solving and how is that benefiting you?
We use as our ticketing system. Our customers send thair emails to support@acilimsoft.com and tickets are created on the fly.
Recommendations to others considering the product:
It is a wonderful HelpDesk solution. Works great for us. Never created problems.
A great CRM tool with flexibility to customize the portal
What do you like best about the product?
Flexibility to customize the portal,Look and feel,In-built automation,Ability to track the ticket status as supervisor and Auto ticket assignment
What do you dislike about the product?
Reports are way below the standard. Customizing the report is next to impossible
What problems is the product solving and how is that benefiting you?
Customer experience.
Great helpdesk solution
What do you like best about the product?
Ease of use and automation options. The old interface is pretty slick and easy on the eye.
What do you dislike about the product?
Nothing to hate. The solution meets our needs.
What problems is the product solving and how is that benefiting you?
Our entire organization uses Freshdesk to manage all our customer conversations.
Great tool and support provided
What do you like best about the product?
Support answers my questions in less than 10 minutes. The are really great and always trying to help.
What do you dislike about the product?
The new look is missing some of the features of the old one. If I cannot find something, I have to switch to the old one.
What problems is the product solving and how is that benefiting you?
We are providing support and FreshDesk is a great tool to use for that. It has lots of functionalities, different kinds of reports and many more features we are discovering.
Great support
What do you like best about the product?
always helpful and knowledgeable when assiting with queries
What do you dislike about the product?
i dont dislike anything but i would like to see more in depth reporting
What problems is the product solving and how is that benefiting you?
ticket reporting
Recommendations to others considering the product:
make sure your apps has the ability to integrate with freshdesk
Simple Helpdesk for a Small Business
What do you like best about the product?
So far the follow up support has been excellent. Responses via email were quick and when they were unable to resolve my problem, they initiated a screen share session.
What do you dislike about the product?
There is limited customization compared to other help-desk tools that I have previously used. Depending on the size of your company and complexity of your incidents, will determine whether this product is suitable for you.
What problems is the product solving and how is that benefiting you?
Automating our help desk solution and reducing the number of emails in and out of the company.
Quick Resolution of the complain
What do you like best about the product?
I would like to thank freshdesk support and special thanks to Swami who helped in resolving the complaining with a very short span.
What do you dislike about the product?
Not much to dislike. Infact there are sometimes there used to be small issue in freshdesk, but used to get resolved soon after raising a request.
What problems is the product solving and how is that benefiting you?
Answering to customer's query we are solving problems of customer's. The benefit is the categorization part for which we are able to generate the report.
Recommendations to others considering the product:
Yes i would recommend others to kindly use freshdesk which is very much helpful.
So far, so good
What do you like best about the product?
We've recently started trying Freshdesk to handle requests from our customers and so far the initial setup is very easy and is working fine.
Support has also been very efficient in a couple of questions we had.
Support has also been very efficient in a couple of questions we had.
What do you dislike about the product?
Nothing, so far. It seems to cover all the features we expected.
What problems is the product solving and how is that benefiting you?
Handling requests from our customers.
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