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A Great Ticketing Solution
What do you like best about the product?
Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!
What do you dislike about the product?
Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket
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Great ease to make work efficient
What do you like best about the product?
Simplicity of ticketing system.
Automations
Automations
What do you dislike about the product?
Sometime we have to rely on 3rd paty apps t make some automations work. Example selected mandate option on ticket to close them.
What problems is the product solving and how is that benefiting you?
Helps in having a single mode of communication for the entire team and allows to make automations taht help increase efficieny of the organization. With simple changes or template creations, I was able to acheive a reduction f 37% handle time for my teams.
Excellent product for managing and prioritizing high ticket volume intake
What do you like best about the product?
Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience.
What do you dislike about the product?
Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is!
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our Help Desk ticketing system and knowledge base. It helps us prioritize tasks and projects effectively by routing them to the appropriate teams.
Best task management tool
What do you like best about the product?
Its very user friendly and has good features. We can automate tasks and add canned responses
What do you dislike about the product?
Sometimes there are bugs that cause issues in the application
What problems is the product solving and how is that benefiting you?
There are no issues as of now
Bait and Switch as we went to Renew our Freshworks software for three products
What do you like best about the product?
nothing, they have i ncreased pricing, downgraded features.
What do you dislike about the product?
Their business and billing practices. They promised an upgraded experience and 1 year later it never happened so we cancelled fresh chat, and then were promised the use of Freddy AI inssights under the Enterprose plan using Freshdeck. We renewed, they added 2 more users to our plan we caught and inquired. They responded with "Hi kevin,
I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating???
I went through your invoice history and I could see that you had requested to downgrade from 5-3 agents in 2021 but it was not reflected as the system was not configured for 3 agents back then and you were charged for 5 agents.. Since you did not place a request for refund back then, we thought you wanted 5 agents. " So we asked to go down to 3 and they would not allow us. We then "upgraded" and there are les features in our account and Freddy AI insights is now and add on that we have to pay fore but our customer success person writes "I checked with the product team and they mentioned that recently there has been changes which I wasn't aware of. The AI features are an Add on for our enterprise customers." How does this company get a Gartner rating???
What problems is the product solving and how is that benefiting you?
nothing, we found alternatives to the features we used them for in other more sophisticated and less expensive apps that were not on the market 3-4 years ago.
Honest review for freshdesk crm
What do you like best about the product?
- detailed interface
- ease of use
- Ease od using VoIP
- actionable dashboard information
- ease of use
- Ease od using VoIP
- actionable dashboard information
What do you dislike about the product?
- too much information causes it to et complex
- user support
- user support
What problems is the product solving and how is that benefiting you?
- telemedicine
- patient management
- communication gaps mitigation
- patient management
- communication gaps mitigation
Excellent and beginner friendly!
What do you like best about the product?
Low learning curve, and extremely easy to use. I like that I am able to view, manage, and respond to all of my tickets in one place. The ability to integrate canned responses, and your own knowledge base is a plus.
What do you dislike about the product?
Works great, and performs well. I haven't had a single issue so far!
What problems is the product solving and how is that benefiting you?
We switched to Freshdesk along with Freshchat from Kustomer. We use Freshdesk daily to record customer's issues, inquires, as well as respond to them through emails. Freshdesk is mostly used for reporting technical issues with our customers as well as for any issue that needs constant follow up. It's definitely a great asset in communicating with our customers effectively.
Have been using Freshdesk for our customer query management. It has been very useful
What do you like best about the product?
The software is very easy to use and integrable with our email and website ticketing workflow. Ui is also great
What do you dislike about the product?
On call support is not available, which is a big pain point
What problems is the product solving and how is that benefiting you?
Freshdesk was helping us track customer complaints and query management
Freshdesk Customer support
What do you like best about the product?
Freshdesk is user friendly, cost affective and an excellent tool
What do you dislike about the product?
Can have more omnichannel abilitiles and integretrtions
What problems is the product solving and how is that benefiting you?
It uses all channels and brings support into one unified platform which makes visibilty, replying to tickets easy and provides better customer service
Great software!
What do you like best about the product?
Great support. Always there when i need them
What do you dislike about the product?
some minor issues with the onboarding but after that is OK
What problems is the product solving and how is that benefiting you?
Managing the issues from our customers
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