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The best option for Customer support.
What do you like best about the product?
The very good software which makes my job easy. I was able to control all clients and be sure what exactly they need. Very open and good for communication it has been great for increase sales. I was very easy to setup. It has everything our business need to provide special technical support, also I can control the access to the portal, and create portals for my distribuitors with his own domain and have more control of the support that they provide on my behalf to the clients of our brand. The knowleadge base and the forums are great, I was able to create videos and put it there so my clients can follow better instructions.
What do you dislike about the product?
I haven't found a lot of bad things, I would like to be able to upload files with biger size in the knowleadge base because it is limit to 15 mb, and maybe the price per agent it is a little bit higher, also it would be great if we could integrate a bot into the chat.
What problems is the product solving and how is that benefiting you?
Mostly it help us to stay in touch with clients, and help them to solve their problems using the ticket systems so our technical support is much organized and faster, also it help us to in the momento offer productos to our clients and this has been very helpful to increase our sales.
Recommendations to others considering the product:
if you are looking for a software to help you with your customer support, this is the right one!!
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Flawless Support Tool
What do you like best about the product?
The customisation of dispatching rules for International support teams and the live chat function.
What do you dislike about the product?
There is only a slight niggle with the use of HTML in canned responses but their amazing product team have been communicating with us on the possible development of this.
What problems is the product solving and how is that benefiting you?
Our teams working in different time zones can aid the out of hours support offered and by going for their add-on of telephony we can save significantly on dedicated landlines.
Recommendations to others considering the product:
I would recommend setting aside time for the proper implementation of the ticket forwarding rules and with seek the help of the Freshdesk team if in doubt, they are excellent and keep you on the right track.
Freshdesk works
What do you like best about the product?
The best thing about Freshdesk is the ease of managing my tickets. I can easily respond within the application and update, merge or bulk edit multiple tickets.
What do you dislike about the product?
When merging tickets, it can sometimes be difficult to follow the newly created thread. When I reply outside of the system from my email client, sometimes it seems the additional copied recipients are dropped. I will have to log into freshdesk directly to reply to all original recipients. It's only a mild inconvenience, as I can usually respond easier from my email client.
What problems is the product solving and how is that benefiting you?
It is providing a ticket queue for software requests. It gives a consolidated point of issue intake.
Recommendations to others considering the product:
It's a great product for managing tickets, but it seems that setting up rules and filters can be difficult as we still get a good amount of junk coming through.
Freshdesk gets better and better
What do you like best about the product?
We are authorized agents for Freshdesk. Our clients build a strong relationship with this platform, with each passing month, we are witnessing of how this solution grows with our customers. They can customize their website, live chat, surveys, social channels, email templates and more. Personally, I favor the automation, multi-lingual support, the new UI, and the agent collision detection.
What do you dislike about the product?
There are many things that can be added for a full experience. Customers ask for: A mobile app for end users, multi-lingual manuals, managing the live chat in real-time on agents' mobiles. Integration with WhatsApp, Instagram, and SMS. And a full Spanish version of the mobile app for agents is needed too.
What problems is the product solving and how is that benefiting you?
Freshdesk is a full-package help desk that is easy to use for all levels: Admins, agents, and end-users. The configuration and usage don't require a deep knowledge of the platform or heavy training for that matter. I recommend small and medium enterprises to start using this platform with at least one agent and keep escalating with more agents and features (upgrading the plan) as they needed.
Recommendations to others considering the product:
Start with a free trial. Test the platform in different plans (Blossom, Garden, Estate, Forest) to see which one suits you better, and ask consultants their point of view for your particular case.
Simple and easy help desk solution
What do you like best about the product?
Freshdesk is easy to navigate and use with a number of customization options to suite most business requirements. It is also reasonably priced, which makes it a cost-effective tool for small businesses like ours. Freshdesk also supports third-party integration - making it possible connect with the most popular social media channels and CRM solutions. Their support team is also very responsive, knowledgeable and helpful.
What do you dislike about the product?
There is very little to dislike about Freshdesk. I do think that the reports the software produces are basic and there is room for improvement in terms of providing administrators some additional analysis of the data.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage customer questions and inquiries that come from different channels (email, social media, etc.). With all customer communication happening in Freshdesk, we are able to manage our communication and development work better.
Recommendations to others considering the product:
Setting up the help desk and knowledge base can be a daunting task and it is easy to get confused with the options and customization that Freshdesk allows. Don't hesitate to contact the support team as I have found them to be very helpful and responsive in answering questions.
Good for Small Companies
What do you like best about the product?
I liked the ability to send customers an instant reply regarding the SLA for follow up.
What do you dislike about the product?
Reporting was lacking, it would have been nice to be able to report on statistics more easily.
What problems is the product solving and how is that benefiting you?
Knowledge articles, building a repository of information for customers.
Free version
What do you like best about the product?
We are using free version of fresh desk,
It offers all functionality freely.
Email into ticket creation is one of feature, we heavily use them.
It offers all functionality freely.
Email into ticket creation is one of feature, we heavily use them.
What do you dislike about the product?
Everything is perfect , except too many emails during ticket creation
What problems is the product solving and how is that benefiting you?
It's our ticketing system,
We heavily use email to ticket creation feature.
We heavily use email to ticket creation feature.
Recommendations to others considering the product:
It's ease of use , unlimited trial version.
Ease of communication
What do you like best about the product?
Bulletins and important information is easily accessible to all teachers.
What do you dislike about the product?
Design too simple and boring. Needs an updated look.
What problems is the product solving and how is that benefiting you?
Quick and easy access of a lot of information.
Best Ticketing System!
What do you like best about the product?
- Cost Effective for a small organization
- Ease of use
- All rounded support
- Ease of use
- All rounded support
What do you dislike about the product?
- Not the best UI and UX compared to other leading competitors
- Reporting is not robust
- Needs some time to get used to, not very intuitive.
- Reporting is not robust
- Needs some time to get used to, not very intuitive.
What problems is the product solving and how is that benefiting you?
We used sales force as a ticketing system and was not completely integrated with our phone system. We wanted to move to a platform that was fully integrated and did not have any disparity in reporting.
Easy to use
What do you like best about the product?
Ease of use. It is easy to get help when needed and you can find the information you need.
What do you dislike about the product?
I have been pleased. Maybe the response time could be faster
What problems is the product solving and how is that benefiting you?
Communication with independent contractors.
Recommendations to others considering the product:
Very helpful. You can get information quick. If you need help there is a live chat.
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