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Best for Starters!
What do you like best about the product?
It is easy to navigate and have a a of useful tools. I like the fact that they have the emails, chat and calls all in one place! Compared to other CRMs, FD is easy to set up and not complicated. User-friendly!
What do you dislike about the product?
A lot of glitches as time goes by, there are times where we can't find older emails not even in the archive for some reasons. We raised a concern to support. Although they are responsive, they still hasn't fixed the issue.
What problems is the product solving and how is that benefiting you?
There are a few actually;
1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why.
2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject
3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show
1. Canned responses has glitch. Everytime I make a new one, I have to double check again if everything is saved because they always cut halfway. I don't know why.
2. Missing emails, some thread history doesn't show and they just have RE: in the beginning of the subject
3. Filters. Sometimes it doesn't work well and even though I filter "All tickets" and sort them correctly, there are some tickets that don't show
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Probably one of the best solutions
What do you like best about the product?
Being able to integrate emails, live chats, phone calls, etc. all into a single platform that it's easy to use and navigate.
What do you dislike about the product?
I believe something i don't like about Freshdesk is the support for multi-organizations, which is there - but there's room for improvement.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk, our agents have been using several email clients to access all of our customer care emails, while now, they are only using Freshdesk, so it is a huge benefit for our company.
experience has been good so far there are multiple features which allow me to do my job efficiently
What do you like best about the product?
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
What do you dislike about the product?
having the access to send emails from another user's email ID.I should not have the access to send emails from others email ID.The canned responses section doesn't alloow searching for responses anymore and i have to switch to the next page.
What problems is the product solving and how is that benefiting you?
Canned responses is helpful adding priority also helps cateogrize work a bit better.Ticket assignment and SLA monitoring helps avoid escalations which really does help.
FreshDesk Tool
What do you like best about the product?
Creating tickets also, when we refresh the page the content do not get erased
What do you dislike about the product?
There is nothing much to give a feedback to improve
What problems is the product solving and how is that benefiting you?
Take care of the pending tickets by notifying the users with an email
Great tool for ticketing for tracking the tickets and working towards resolution
What do you like best about the product?
Freshdesk helps to maintain the consolidated list of tickets received and helps to track with the live status and helps us close the tickets. Very easy to re-assign if required within the team or cross teams.
What do you dislike about the product?
Like everything about the tool and have everything required.
What problems is the product solving and how is that benefiting you?
Maintaining and tracking the issues or queries received from the clients. Help us to audit and improve customer support and SLA's.
Excellent user interface
What do you like best about the product?
Excellent user interface, easy to use and configure.
What do you dislike about the product?
It's good to have API integrations in the software.
What problems is the product solving and how is that benefiting you?
Tracking cx esclations and issues.
Freshdesk has a slew of great features useful for anyone seeking a robust helpdesk solution
What do you like best about the product?
Freshdesk makes organising tickets, and keeping track of customer interactions simple and consistent. Since implementing Freshdesk, we have had far less complaints about slow response times and forgotten tickets.
What do you dislike about the product?
Occasionally a feature that comes with a higher payment tier would be super helpful, but for our use case not worth the money just for one or two of those features.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to efficiently manage issues our customers raise, leading to shorter ticket response times on our end, and ultimately solutions for the customers.
Best helpdesk tool out there
What do you like best about the product?
Clutter free, user friendly and intuitive user experience. It is indeed a great tool to help you with keepin trak of request flows on the helpdesk
What do you dislike about the product?
It is a very powerful tool, couldn't see any downsides
What problems is the product solving and how is that benefiting you?
Helping keep track of all customer emails and ensuring resolution is provided within the defined SLA
Freshdesk is a great customer support tool
What do you like best about the product?
The abilioty to track tickets, change the status depending on updates, share and collaborate with team members.
What do you dislike about the product?
Freshdesk is great, no dislikes about Freshdesk
What problems is the product solving and how is that benefiting you?
The problem we used to have was multiple team members working on the same issues. Freshdesk has streamlined our support system
Worthwhile Ticket Management Software
What do you like best about the product?
Freshdesk has a ton of filters that makes it easy for support and dev teams to resolvce customer issues faster.
The experience with freshdesk has been smooth. The ability to connect multiple tickets to 1 major outage is another advantage.
The experience with freshdesk has been smooth. The ability to connect multiple tickets to 1 major outage is another advantage.
What do you dislike about the product?
The hard thing about freshdesk is it's sometimes painfully slow to load. Had multiple outages from Freshdesk's end that hindered the TAT. Also it's advisable to maintain automations to notify about failures.
What problems is the product solving and how is that benefiting you?
Freshesk provides an all in one tool for customer ticket management and resolution.
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