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Best tool to manage customer support tickets
What do you like best about the product?
Freshdesk is one of the best tools to manage customer interactions. Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an everyday usage tool. From the brand point of view, it is very easy to implement, and do have a knowledge base to learn more about the product. It can easily implemented with other social tools to track online conversations. They also have a C-SAT survey for customers. Customer support is very active in resolving customer issues.
What do you dislike about the product?
Lack of synchronization. It has a syncing problem in reports and data.
What problems is the product solving and how is that benefiting you?
Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an easy tool to track customer conversations on all social platforms. We can easily track the Rate of Return of each customer in FD. They have C-SAT surveys too which help us to rate a brand in customer support. It helps me track agent performance on a day-to-day basis. It has ticketing fields that help to bifurcate concerns.
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Best way to stay organized
What do you like best about the product?
All the extra functions it comes with all being user friendly
What do you dislike about the product?
A user friendly way of getting detailed reports
What problems is the product solving and how is that benefiting you?
Keeping all customers on track and organized
Simple and powerful
What do you like best about the product?
Freshdesk has a simple and clean interface, making it incredibly easy to learn and master. It's hard to let go.
What do you dislike about the product?
Freshdesk lacks some complexity and power-user features. The macro system is acceptable but not perfect. Merging tickets is limited to certain actions. Finally,
What problems is the product solving and how is that benefiting you?
Freshdesk manages our public-facing contact emails. We get emails concerning site problems, complaints, feedback, and service requests.
Been using Freshdesk for 4-5 years, and continue to love it
What do you like best about the product?
Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
What do you dislike about the product?
Reporting / Dashboard functions are lacking, although slowly improving over time.
What problems is the product solving and how is that benefiting you?
Creating a helpdesk workflow that works in our company.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
User-friendly interface caters to our small team's needs and empowers us with enhanced efficiency.
What do you like best about the product?
As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.
What do you dislike about the product?
What I find challenging about Freshdesk is the lack of consistency between its products; for instance, the functionality disparity between Freshchat and Freshdesk can make it feel like they're from different companies. Additionally, I wish the interface was more customizable without relying on third-party apps, particularly in adding multiple quick links to the side panel of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a centralized hub for all agents, enabling streamlined handling of custom inquiries. This consolidation benefits us by ensuring that all team members have access to a unified platform, facilitating more efficient collaboration and resolution of diverse customer inquiries.
Stay organized and ahead of the rest!
What do you like best about the product?
It's analytics are top-notch. Very customizable and user-friendly.
What do you dislike about the product?
forwarding only works within freshdesk and sometimes we need to send tickets to colleagues that aren't authorized agents. The day passes are a good workaround though.
What problems is the product solving and how is that benefiting you?
All customer issues in one place, easy to leave notes and assign tickets to other agents
Freshdesk makes help desk management simple and intuitive
What do you like best about the product?
Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the phone and very informative and helpful with their advice.
What do you dislike about the product?
There are some features which are available through the detailed analytic reports which would be good to also have available through the regular filtering options. The software has so many functions that it can occasionally be a little tricky to find the exact setting you're hoping to adjust.
What problems is the product solving and how is that benefiting you?
We've developed a very complicated software ecosystem for advanced medical research, so there are always lots of questions from users. Freshdesk allows for managing the help desk in a very organized fashion which is easy to search through and track outcomes.
Evolving Product
What do you like best about the product?
There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
What do you dislike about the product?
If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
What problems is the product solving and how is that benefiting you?
Currently Freshdesk is bringing in our customer support tickets, and allowing for easier collaboration. There are several benefits that we have yet to explore. This does allow for easy ticket management.
Design Manager
What do you like best about the product?
It's an easy way to organize emails thought-out a business. You can easily transfer the email to the correct department if needed.
What do you dislike about the product?
If more than one department is on the email, only one department sees the email and these emails get lost.
What problems is the product solving and how is that benefiting you?
We can see you "take" the email and if someone emails multiple times, you can search to see who was involved.
Good product, but bad support team
What do you like best about the product?
All features and possibilities that the product has
What do you dislike about the product?
the support, they never understand the request and it always ends up on a back-forth totally maddening
What problems is the product solving and how is that benefiting you?
It gives a portal to our clients to send incidents and request, and see help guides about our products. Also, it is our internal help-desk system.
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