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Freshdesk is better option to improve customer support and it is user friendly
What do you like best about the product?
Freshdesk helps in storing customer feedback and data which is very convenient for providing resolutions to people on time
What do you dislike about the product?
We do not have an option for conduct meetings online.
What problems is the product solving and how is that benefiting you?
Helps in providing resolutions on time with a proper reminders on the tickets
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Freshdesk User Review
What do you like best about the product?
* Very organized and has friendly interface
* Easy maintaining
* Easy access from anywhere
* Useful reporting
* Easy maintaining
* Easy access from anywhere
* Useful reporting
What do you dislike about the product?
There is nothing about freshdesk to dislike at the moment
What problems is the product solving and how is that benefiting you?
It helps to review our customers help requests and to provide the period to examine and take action
Very convenient to get all the data(Mails) in one place and distribute amount agents
What do you like best about the product?
Easy to follow up on open tickets, helps in keeping track of the email thread, and resolves customer complaints.
I like the feature where we are able to set priority depending on the issue types.
I like the feature where we are able to set priority depending on the issue types.
What do you dislike about the product?
Unable to add a new recipient on the email thread.
cannot mention "@" or "+"recipient
cannot mention "@" or "+"recipient
What problems is the product solving and how is that benefiting you?
Helps in keeping all the complaints in one place
Massively Improved our workflow
What do you like best about the product?
It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails.
What do you dislike about the product?
refreshing a tab kills the call. Not fully thought out.
What problems is the product solving and how is that benefiting you?
All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package. We also now use some of the bots to minimise the number of repetetive queries we receive.
A good if outdated support tool
What do you like best about the product?
The free version requires you to use freshdesk branding in parts, but it's very useful, and can be a great way for a company to get started without any financial investment.
What do you dislike about the product?
For me personally, the deal breaker was the lack of Trello integration out of the box. Yes, there is a third party plugin that you can pay for but it had limited appeal. The second black mark is the lack of a chat widget. Yes there is freshchat for that, but then that's a different product than the one we are discussing here.
What problems is the product solving and how is that benefiting you?
Freshdesk provided an adequate support desk that was easy to understand and use. It also included the ability to provide a knowledge base to customers which looked and worked pretty well.
Great tool for streamlining customer service
What do you like best about the product?
Ticket management is great, being able to collab on a ticket to get it solved is very helpful
What do you dislike about the product?
A little complicated to set up at first. The filters are not always the easiest to manage
What problems is the product solving and how is that benefiting you?
Making sure tickets are assigned to a person and getting them done in a timely manner
This ticketing system works seemlessly.
What do you like best about the product?
UX is wonderful and with proper tracking of all the tickets can be done.
What do you dislike about the product?
If we could have a cloud calling integrations it would be great.
What problems is the product solving and how is that benefiting you?
Fast tracking of tickets.
So far so good
What do you like best about the product?
The UI and the smoothness between pages, fast response of the web.
What do you dislike about the product?
Haven´t had any issues so far; the last time I had one, the help team was swift in helping me, maybe some tutorials when accessing the first time to new areas of it.
What problems is the product solving and how is that benefiting you?
It really helps our team when it comes to help desk support, having identified most of our cases, letting us categorize and customize the tickets, and fast replied to our team, having that private note feature is really handy too.
Freshdesk has massively helped the way my work is processed and managed on a day to day basis.
What do you like best about the product?
The most helpful thing about Freshdesk for me, is the integration with other apps that help us massively that we use on a daily basis, as well as the notifications that get sent to you via email, asthis really helps to prevent things from being missed.
What do you dislike about the product?
Sometimes the amount of emails you get from Freshdesk per ticket can be quite difficult to manage, as sometimes you can get say 3 emails per ticket which can make it hard to navigate and control in your inbox.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to keep on top of tickets, for example if I email a customer and they have not yet replied, I should chase them on this, but it can be easy to forget this when the ticket is in the status of Waiting on Customer, however Freshdesk automatically sends an email to the customer to ask for a reponse.
User-friendly with best data analysis
What do you like best about the product?
Most user-friendly helpdesk tools provide real-time updates and a detailed dashboard.
What do you dislike about the product?
I have not observed anything negative or that should be improved in the Freshdesk tool.
What problems is the product solving and how is that benefiting you?
Freshdesk is a ticketing system that creates tickets in real-time based on the emails received from end users and suppliers. Upon ticket creation, it automatically sends a response to the email sender, providing them with a reference number for easy tracking. Freshdesk maintains a record of the entire lifecycle of each ticket and offers a dashboard that displays SLA metrics for efficient monitoring and management. Additionally, Freshdesk facilitates the measurement of end-user satisfaction through CSAT surveys, allowing for a pulse check on the overall customer experience.
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