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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.
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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.
It is a good program for Customer Support
What do you like best about the product?
I like the view of all the tickets, I like that you can have different tags and threads
What do you dislike about the product?
I don’t like that sometimes there are formation errors on text, and that tickets are lost
What problems is the product solving and how is that benefiting you?
Solving customer complaints. It helps to have a center for all the tickets
Easy and smart tool
What do you like best about the product?
Freshdesk is an intuitive, easy-to-use, and smart tool for your business. The interface is neat and helps you focus on the response. The communication with the customers is seamless, resulting in professional customer support. I have been using Freshdesk daily for years and have recommended it to colleagues and other businesses.
What do you dislike about the product?
The only thing I'd improve is the possibility to access tickets when assigned to other people to see if the customer responded.
What problems is the product solving and how is that benefiting you?
Freshdesk groups together all of my tasks and emails, keeping track of the customers' history.
Easy and Intuitive
What do you like best about the product?
It makes high volumes of tickets easy to manage
What do you dislike about the product?
The mobile App could be a bit easier to navigate, but apart from that nothing.
What problems is the product solving and how is that benefiting you?
We used to share a team inbox and it was difficult to manage, switching to Freshdesk allowed us to assign tickets to agents ensuring nothing was missed.
Superb service with unbelievable value for money
What do you like best about the product?
It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?!
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
What do you dislike about the product?
It doesn't connect with your Instagram chat, which is a bit annoying
What problems is the product solving and how is that benefiting you?
Freshdesk makes the challenge of team management much easier, as everyone can what everyone else is working on.
A great platform for managing customer queries in a team!
What do you like best about the product?
The ease of use, ease of collaboration and the canned response tools that have completeley revolutionised our customer service
What do you dislike about the product?
Attachments (images, pdf's) sometimes don't get delivered - which can create friction with customers and force us to send these outside of Freshdesk
What problems is the product solving and how is that benefiting you?
It helps us gather all customer communication in one place and manage requests between different staff members so our customers don't have to wait even if the person they've been dealing with is away on holiday.
Organizing and simplifying everyday work has never been so easy
What do you like best about the product?
Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time.
What do you dislike about the product?
To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a colleague. Unfortunately, this cannot be done.
What problems is the product solving and how is that benefiting you?
Order related questions, package tracking, warranty issues.
Freshdesk Review
What do you like best about the product?
1.Easy to manage and view tickets.
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
2.Great for employess to add notes about customers which the whole company can see.
3.I love the feature where you can forward an email to freshdesk and it instantly populates a ticket.
4. A great feature a like is " Analytics" to see how everyone is performing
5. A good scheduling feature which is simple to use
What do you dislike about the product?
1. Very difficult to upload a new email signature in the profile
What problems is the product solving and how is that benefiting you?
Freshdesk helps our company manage support tickets, book in work and manage the engineers via the schedule.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
It also solves our problems with transparency as we can see the emails between employees and customers so we are always in the loop.
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