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Great ticketing system
What do you like best about the product?
Integration with Magento, easy to use mobile app for answering tickets on the go.
What do you dislike about the product?
The mobile app has it's flaws. As we travel a lot, we respond to tickets a lot from foreign countries, from buses, planes or cars. You can't send an email (not ticket, just plain email, just like in the web version) to a customer from the mobile app, you have to open the web version, send the email, then go back to the mobile app. You can send new tickets or answer customer tickets from the app, which is a big plus for us.
What problems is the product solving and how is that benefiting you?
We first started using Freshdesk in 2015 for our small e-commerce shop in Magento. The business is web-based, all the products are digital, delivered by email, so there's a lot of misunderstandings and missed shipments (sometimes, the products goes into the spam folder, customer panics because he payed and didn't receive anything, then writes a ticket).
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Recommendations to others considering the product:
Use the API, use the mobile app, don't get stuck in an office when you have such a powerful tool at your disposal!
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Freshdesk - First Look
What do you like best about the product?
Jeku at Freshdesk comes to mind right away. He has been terrific through a trial of Freshdesk for use by a non-profit organization in Seattle. Freshdesk created a wonderful continuity to managing and tracking requests for help of all kinds from direct user support with the data management software used, or more advanced data reporting requests from leadership staff. Out-of-the-box Freshdesk added a ton of value, and that was just at the trial level.
What do you dislike about the product?
Mmm. That's a hard one. So far, I have actually liked everything. Maybe the trial version should be a little more locked down to avoid wandering into making a configuration decision early that could prove problematic to correct later. Maybe a trial+ level with a bit more turned on.
What problems is the product solving and how is that benefiting you?
I believe I covered it in the section about what I liked. In fact, here is feedback to g2crowd: this question feels redundant, a little. Maybe put this one first?
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Recommendations to others considering the product:
Talk with the good people right away and run through a demo. Join a group of other organizations, maybe, who are interested in taking a look. Ask all your questions. I can tell they are on a great path. I've been working in Seattle tech for the last 20+ years with folks like Micorosft, Expedia, Zillow, Allrecipes, and Wizards of the Coast. I've worked with a LOT of ticketing and tracking software, and this one looks just great.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
Freshdesk makes it easy to get assistance and to manage service tickets!
What do you like best about the product?
Our IT dept is out of state and freshdesk makes getting help with time differences a breeze!
What do you dislike about the product?
Nothing to really dislike about it. Its great software.
What problems is the product solving and how is that benefiting you?
IT support - I am able to get assistance even when our local office is closed. It also makes tracking things easy.
Recommendations to others considering the product:
Great product - and customer service is wonderful.
Complete Help Desk Solution That Is Truly Affordable.
What do you like best about the product?
FreshDesk has all the essential features every help desk solution should have
What do you dislike about the product?
Some of the extended features increases the cost, but still somewhat competitive.
What problems is the product solving and how is that benefiting you?
FreshDesk allows me to track issues, while tracking time for billing, and generate critical reports for the business.
Recommendations to others considering the product:
Understand what your primary goals are for a help desk system and register for the appropriate account level. Reach out to their reps for assistance, as they will most likely work with you to ensure that you have the proper account and for a significant amount of time to allow you to thoroughly test the application.
Great helpdesk software
What do you like best about the product?
Easy to configure and administrate. Support is very reactive.
What do you dislike about the product?
Pricing has been up a lot in last years and most of the new features aren't available in the cheap plans.
What problems is the product solving and how is that benefiting you?
The support team can handle very easily our customer requests despite the fact that our team in scattered in several locations.
Freshdesk was a great building block
What do you like best about the product?
Freshdesk was the first support channel I had ever used and it was very efficient and allowed me to grow as a service professional. I liked the games and hierarchy.
What do you dislike about the product?
Phone and chat were not easily intergrated.
What problems is the product solving and how is that benefiting you?
It allowed us to communicate efficiently with our customers.
Recommendations to others considering the product:
Definitely integrate everything in. Not as solid when using multiple platforms.
Amazing Product with a potential to do much more
What do you like best about the product?
Its very simple and easy to use .
What do you dislike about the product?
Reporting should be personalised based on the clients requirements
What problems is the product solving and how is that benefiting you?
With a growing customer base FD is helping us to keep a track of all the requests and also design our roadmap accordingly
Email and Chat
What do you like best about the product?
Freshdesk gives us good insight into our email and chat communication.
What do you dislike about the product?
There are mostly little, nit-picky things, but nothing major. Would mostly like to see more flexibility with the chat features.
What problems is the product solving and how is that benefiting you?
We wanted to have full insight into customer responses for quality assurance, as well as reporting and tracking on response time. Freshdesk has helped us accomplish those goals.
Great service for small teams
What do you like best about the product?
We're starting our own company, and don't have a budget. So, maybe we think "we can't get a great service without paying". But this doesn't happen with Freshdesk: this is a great service, even for free accounts!
What do you dislike about the product?
Not using my own SMTP server to send transactional email.
What problems is the product solving and how is that benefiting you?
We can use our own support email to answer support requests, and we can keep all very organized.
Recommendations to others considering the product:
Easy to use the system, with all you need for a fair price.
Robust helpdesk ticketing solution for SaaS business
What do you like best about the product?
We switched from another helpdesk solution to Freshdesk over a year ago. The transition was pretty smooth and the solution is easier to use for our team and our clients. The solution is very stable and is always on. So far we haven't encountered any down time. Our customer success manager offered to review our setup and offer recommendations so we can leverage the solution to its fullest potential.
What do you dislike about the product?
We would like to get more support to use the solution more optimally. After talking to our customer success manager, we have setup a time to discuss best practices and how we can use the solution more optimally.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk as out support ticketing system for our SaaS based center management solution for child care. So far, it has worked out pretty well.
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