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Best feature - Freddy
What do you like best about the product?
At this moment, I feel the best feature is Freddy. Email writing has become very easy task now.
What do you dislike about the product?
More filter options should be there. Currently, we don't have enough filter options.
What problems is the product solving and how is that benefiting you?
Everything is organized now and I can easily check all the tickets assigned to my team and manage them
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Comprehensive Ticketing and Client Communication System
What do you like best about the product?
I utilize the canned templating features often to provide quick responses to clients. I really appreciate the ability to share links to solutions easily while responding. The platform is intuitive and organized.
What do you dislike about the product?
As a non-admin user, you are limited to very basic platform usage. It would be nice to have the ability to customize your own dashboards as a basic level user.
What problems is the product solving and how is that benefiting you?
FreshDesk allows me to remain in communication with clients, leave internal notes, easily and quickly share resources and solutions, and stay organized while supporting client needs.
Very good all in one contact center and ticketing app
What do you like best about the product?
intuitive, a lot of functionnalities as well.
Good customization abilities.
nice to be able to customize witgh marketplace apps
good support and customer service as well
for almost all the problems I had, they were resolved and I had good complimentary session with technicians from freshdesk to help me optimize my account
Good customization abilities.
nice to be able to customize witgh marketplace apps
good support and customer service as well
for almost all the problems I had, they were resolved and I had good complimentary session with technicians from freshdesk to help me optimize my account
What do you dislike about the product?
the servers are not in canada. This creates some latency issues in between our customers and our contact center
If we could select where our data is stored and where the calls are made / received, that would make it an awesome app.
If we could select where our data is stored and where the calls are made / received, that would make it an awesome app.
What problems is the product solving and how is that benefiting you?
It allwos me to keep track of all incoming calls and tickets
It's easy to find back a call we did with a customer and see all the other tickets they made prior.
It's easy to find back a call we did with a customer and see all the other tickets they made prior.
Simple to get set up and easy to use
What do you like best about the product?
I first started using the free version at a previous job. Then when I moved to my current company they were using Spiceworks which was clearly not working for us. We moved to the paid plan of Freshdesk and it's increased our productivity massively and has helped us give a more professional look to the end users.
What do you dislike about the product?
It's back-end configuration is somewhat lacking compared to other options and sometimes can feel restricting. However, this allows for an extremely streamlined setup that just works so isn't a huge issue.
What problems is the product solving and how is that benefiting you?
Before moving to Freshdesk we used Spiceworks which was extremely clunky and hard to use. Since moving to Freshdesk the entire team is a lot more productive. We also love the arcade feature.
Sharing my experience in freshdesk it is gorgeous
What do you like best about the product?
It is very easy to use and the reports tabs are extremely user friendly
It offers a customizable dashboard on the common metrics like the number of tickets created
The GUI interface is very good
It offers a customizable dashboard on the common metrics like the number of tickets created
The GUI interface is very good
What do you dislike about the product?
I totally have nothing to state as a dislike I really enjoy using this software it is B.O.A.T
What problems is the product solving and how is that benefiting you?
Enables multiple departments to use the same system and have a record of all customer interactions
it was good to handle the customer queries o
What do you like best about the product?
its user friendly not much complicated to use
What do you dislike about the product?
its some times hang and notification problem
What problems is the product solving and how is that benefiting you?
it helps us resolve customer queries which they raise through live chat
Fresh desk is you’re one stop shop for all IT needs
What do you like best about the product?
The thing I like the best is because the ticketing system is customizable and can be easily adapted to your needs. We first deployed our ticketing environment during the pandemic and it strengthened our team's communication and performance.
What do you dislike about the product?
There isn't much I don't like, because it's a great product. I am confident your team will benefit from its platform. There are different tiers of subscriptions available. I am sure you'll find something to fit your needs.
What problems is the product solving and how is that benefiting you?
We needed a way for our customers to see the progress of their tickets. Our team is small but freshdesk has allowed us the leverage to support a growing customer base. I needed a way to track notes, and tech performance and freshdesk offers reporting and analytics to help with those decision making situations.
Works for our needs
What do you like best about the product?
Easy to use, easy to set up, meets our needs out of the box (primarily email based comms with some social/phone based tickets).
What do you dislike about the product?
For what we are doing there is little to dislike. Could be cheaper but you could say that about everything.
What problems is the product solving and how is that benefiting you?
One place with all our comms with a customer that is easy to search.
Also very easy to merge multiple conversations into a single ticket.
Also very easy to merge multiple conversations into a single ticket.
Freshdesk - makes work life easy.
What do you like best about the product?
Helpful - ease of use
Upsides - user friendly
Canned responses
Executing Scenarios
It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.
Upsides - user friendly
Canned responses
Executing Scenarios
It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.
What do you dislike about the product?
Least helpful-Integrating CRM into Freshdesk and finding old tickets.
Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.
Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our day-to-day problems of keeping track of the tickets and running automation. It also helps in monitoring agents' productivity. It autocorrects the misspellings in a sentence which is a good addon. Now you have an option to maximize the text editor field which helps in drafting the message/email easily.
A functional product with surprisingly poor support
What do you like best about the product?
The email integration works well, allowing us to service support email addresses and I have used the Tagging and analytics to help quantify areas of our product which need improvement.
What do you dislike about the product?
The editor for support articles has lots of weird bugs and isn't WYSIWYG, our experience with the freshdesk support has been poor with a freshdesk support member suggesting actions which would take our support site down when we had an issue.
What problems is the product solving and how is that benefiting you?
It provides a complete solution for hosting all our support activities, whether support articles, a ticketing system or support emails. This means we can have a self-contained solution for this without interfering with our core product.
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