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Great tool for email management with Room for Growth
What do you like best about the product?
Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
What do you dislike about the product?
While Freshdesk is effective for email management, there are several areas that could benefit from improvement:
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
What problems is the product solving and how is that benefiting you?
Email management over shared inboxes with multiple users
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Efficient, but the new reporting system needs improvement
What do you like best about the product?
We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently.
What do you dislike about the product?
The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times.
Overall experience is good
What do you like best about the product?
I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well.
What do you dislike about the product?
It should have more option to manage the reports.
What problems is the product solving and how is that benefiting you?
Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
Freshdesk to improve Customer Service
What do you like best about the product?
Ease of use, intuitive tool, Customer Support
What do you dislike about the product?
lack of Italian support
sometimes support articles are out of date
sometimes support articles are out of date
What problems is the product solving and how is that benefiting you?
management of ticket processing through automatic assignment
Okay on a small scale
What do you like best about the product?
The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks.
What do you dislike about the product?
After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup.
Highly recommended
What do you like best about the product?
We have been using FreshDesk as our support portal for years, and we are very satisfied with it. The tool is intuitive to use, making it easily accessible for both our team and our customers. One of the key benefits is the knowledge base we created, which helps customers find answers to common questions in advance.
FreshDesk’s automation features streamline our standardized processes and significantly enhance our operational efficiency. Predefined responses also allow us to handle requests more quickly, improving the overall support experience.
As FreshDesk customers, we feel well-supported. Whenever issues arise, we receive professional advice, which reinforces our trust in the tool.
FreshDesk’s automation features streamline our standardized processes and significantly enhance our operational efficiency. Predefined responses also allow us to handle requests more quickly, improving the overall support experience.
As FreshDesk customers, we feel well-supported. Whenever issues arise, we receive professional advice, which reinforces our trust in the tool.
What do you dislike about the product?
Obwohl wir insgesamt zufrieden sind, gibt es einen Punkt, den wir als verbesserungswürdig ansehen. Die Bearbeitungszeit meiner Beschwerde war etwas länger als erwartet. Das Problem musste von den Entwicklern gelöst werden, daher ist es schwer einzuschätzen, ob der Aufwand gerechtfertigt war. Dennoch wäre eine etwas schnellere Abwicklung wünschenswert gewesen.
Although we are generally satisfied, there is one area we see room for improvement. The handling time for my complaint was longer than expected. Since the issue had to be resolved by the developers, it's difficult to gauge whether the effort was justified. However, a slightly faster resolution would have been appreciated.
Although we are generally satisfied, there is one area we see room for improvement. The handling time for my complaint was longer than expected. Since the issue had to be resolved by the developers, it's difficult to gauge whether the effort was justified. However, a slightly faster resolution would have been appreciated.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us efficiently manage customer communications by centralizing all support inquiries in one platform. It streamlines ticket handling, enabling us to track and prioritize issues more effectively. With automation tools, such as canned responses and workflows, we can quickly address common requests, freeing up time for more complex issues. Additionally, the knowledge base reduces the volume of incoming tickets by providing customers with self-service options. This results in faster response times, improved customer satisfaction, and a more organized support process.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
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