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Freshdesk has been exactly what our organization needed
What do you like best about the product?
Freshdesk is straightforward and intuitive as a support request system. It's simplified enough for a basic user to navigate, but also includes great customization options for those that want to go the extra mile. Staying on top of support requests has never been so easy.
What do you dislike about the product?
I have not had any issues at all since our implementation of this solution in 2019. No major dislikes or negatives. If I had to pick one it would be having the availability of the bot to eliminate "thank you" responses from re-opening closed requests. We had this for a time (possibly for a trial period) and it helped tremendously in cutting down the need to re-close requests that were already closed, simply due to an end user replying with their thanks. But, otherwise everything else works beautifully.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a central location for end users to go for requesting support, which makes their lives easier. It also provides a central repository of all support issues so we can keep email inboxes clear of clutter and maintain a history of requests, including full conversations and solutions which can be recalled at any time for future use.
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Freshdesk made easy for navigating between projects
What do you like best about the product?
I like that all features in freshdesk are easy to use and can all be found in one place. Navigating or toggling between pages is easily manageable. Searching tickets is easy.
What do you dislike about the product?
There is one thing I struggle with and that is to search for a ticket where it was assigned to myself or where I commented in the ticket at one time or another.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a communication tool between the customer and our company. Tickets are received and support is provided. When a ticket can not be resolved it will get escalated to my Business Analyst team. We communicate within the ticket and respond to the customer by providing feedback.
Support is now simplified.
What do you like best about the product?
The automation and configurability for handling and resolving support requests.
What do you dislike about the product?
I would like to see the system handle external responses to tickets better. Sometimes when staff or clients respond to email threads that are part of a particular ticket, the system will unnecessarily create new duplicate tickets for the same issue.
What problems is the product solving and how is that benefiting you?
Our help desk process, including tracking/resolving client issues, has been streamlined.
Simple and Very Customer-Oriented
What do you like best about the product?
Omnichannel support approaches and automations are very much focused and helpful on elevating customer-centricity.
What do you dislike about the product?
Ticket navigations and merges causes confusions as they are not clearly seperated. Might be complicated for new users.
What problems is the product solving and how is that benefiting you?
Freshdesk helps to manage service request conversations with transparency and helpful on being vigilant on incoming requests to attend them within timely SLAs.
Freshdesk-User Friendly- data safety
What do you like best about the product?
I am having a great experience with Freshdesk as it gets everything in one place: email, messages/SMS, Freshconnect, etc. In short, it meets expectations and is one of the best tools.Contact management and search is awful
What do you dislike about the product?
I haven't found anything such.Freshdesk has improved so far
What problems is the product solving and how is that benefiting you?
Modern and user-friendly design is benefiting me to train others easily and understand the concepts quickly
Perfect for small business
What do you like best about the product?
Tested on a small business, working really fine daily, we do not even use all functionality, the best thing is the integration with email to open tickets, so that users can ask for help with an email and the operators can manage the incident or request in a fully functional ticketing system, keeping the interaction with the users on the email from user side.
What do you dislike about the product?
The merge ticket functionality is a bit amateur, it closes the ticket merged with an automatic comment, and integrates the body of the ticket in the parent one.
Another functionality that could be useful is an integration between tickets and KB side of frashdesk, we need to add a comment manually if we want to track the solution in a ticket, it could be easyer an integrated link with KB archive when an incident solution is already known.
Another functionality that could be useful is an integration between tickets and KB side of frashdesk, we need to add a comment manually if we want to track the solution in a ticket, it could be easyer an integrated link with KB archive when an incident solution is already known.
What problems is the product solving and how is that benefiting you?
Ticket management for incident, requests and improvements, we keep track of everithing, both with ticket and solutions, and we can have a fluent interaction between users and operators
Great help in o time at all
What do you like best about the product?
The speediness of their customer service team.
What do you dislike about the product?
Sometimes I have a difficult time navigating the site so I am thankful to get help when I need it.
What problems is the product solving and how is that benefiting you?
We were trying to figure out how to make a help center forward facing for our customers to use.
Freshdesk its super Easyyy
What do you like best about the product?
Fresh desk is easy to use, fast. It has good options for solutions where user can write documents which is very helpful
What do you dislike about the product?
One thing which i don't like about freshdesk is if we unmerge any ticket all the call logs from the tickets are gone.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me to manage my tickets efficiently. This results to increase in customer satisfaction
Great Experience
What do you like best about the product?
Easy to navigate, plus we can merge call easily
What do you dislike about the product?
Still, a lot of manual work needs to be done,
What problems is the product solving and how is that benefiting you?
It has started to uses SMS tool called twilio which is helping me to send text messages and freddy is also seems an intresting part of automation
Very good service for ticket solving
What do you like best about the product?
Filters for incoming tickets are handy.
Automations are powerful and valuable for busy periods or agents' vacations.
It is simple to use and easy to welcome new agents.
Adding and subtracting full-time agents is very simple.
We've been using it for 4 years and are glad we got this service.
Automations are powerful and valuable for busy periods or agents' vacations.
It is simple to use and easy to welcome new agents.
Adding and subtracting full-time agents is very simple.
We've been using it for 4 years and are glad we got this service.
What do you dislike about the product?
I'd like a "favorite" section in the parameters to I can quickly reach my most used functions.
For the rest, I'm very happy with the service.
For the rest, I'm very happy with the service.
What problems is the product solving and how is that benefiting you?
Our customers can ask us for help and be redirected to the appropriate agent. We often ask them how it's going, and their answer gets in our tickets. Their complaints and good reports too.
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