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Awesome customer support service!
What do you like best about the product?
I like how tickets are very easy to create and easy for requesters to use. I love their support reps as well- I liked how I was able to state my problem, and my representative was able to pinpoint exactly where and how to solve my problem on Freshdesk.
What do you dislike about the product?
I do not like how some screens are squished so it's hard to see things on the agent end. Would be nice to expand some windows within features as well as have options to save certain filters for exports created during a certain time rather than 7 days. For support- It took me a while to get a phone call scheduled with a representative.
What problems is the product solving and how is that benefiting you?
We are utilizing Freshdesk as a way to organize requests within our company internally. We have found that Freshdesk has simplified our methods of knowing exactly when a request was satisfied, which results in less miscommunication and saves so much time.
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Great tool, great customer support
What do you like best about the product?
While the flexibility of the Freshdesk system has been outstanding thus far, their customer support takes the tool to a different level. Set up was a breeze with their assistance and as a company we have not come across any major issues once going live, despite the extremely high volume of e-mails/tickets we receive on a daily basis.
What do you dislike about the product?
My biggest issues are specific to the new UI, font colour and size cannot be customized for all outgoing replies (it can be done on an individual ticket basis) as well as the order of e-mails/replies cannot be changed to have the newest reply show up at the top, it always comes to the bottom of the e-mail chain. This is not the most effective when it comes to longer e-mail chains with a lot of back and forth communication between yourself and the customer.
What problems is the product solving and how is that benefiting you?
As a manager I have a greater level of visibility, we did not realize the amount of requests and e-mails being received and manually assigned to our team through Outlook until we switched to Freshdesk. Agent performance, ticket lifecycle and trends, and the other reports available have also provided great insight for our current stage as a company and to assist with process and protocol for future growth.
Great helpdesk solution with amazing support...
What do you like best about the product?
Let's be honest, most helpdesks are similar... what puts Freshdesk ahead of the pack is their support and constant innovation.
What do you dislike about the product?
I have not had any features or technical issues that I can mention.
What problems is the product solving and how is that benefiting you?
Setup is quick and easy - and we can tailor the look and feel of the helpdesk to match our branding. This is truly an all-in-one solution for a helpdesk. It provides a seamless feel for customers - and our agents enjoy the ease of use.
Recommendations to others considering the product:
If you have any questions, or want a feature - reach out to them. The team at Freshdesk will bend over backwards to assist you.
Freshdesk should be easydesk
What do you like best about the product?
Freshdesk is easy to use and straight forward to set up.
What do you dislike about the product?
Freshdesk has a bit of a learning curve, especially when setting it up with several different customer portals.
What problems is the product solving and how is that benefiting you?
Health care workers and related software questions
Great flexible solution and responsive support
What do you like best about the product?
Have used Freshdesk for about 1.5 years. It has offered us the flexibility to expand as we've added more products that we support to our own portfolio - all feeding into a single portal that our team can easily manage from one place. If we've ever needed technical support, Freshdesk offer a live chat facility where their support team respond instantly to our questions.
What do you dislike about the product?
Nothing that comes to mind, have been very happy with the system
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to manage the increasing support questions/issues in a central place with a small team, it gives full visibility to anybody in the company who needs to review that status of a current ticket or interactions with specific client. Has helped us improved our service by: giving visibility and then allocation of tickets to the appropriate person. In addition it has helped analysis of trends / repeated questions - that we can then add to the FAQs on the portal - and also refer to (so improving efficiency of our limited staff's time).
Recommendations to others considering the product:
Give the free trial a go - that gives a really good flavour of the system.
Informative & useful tool
What do you like best about the product?
Ability to categorise, reporting functions
What do you dislike about the product?
Merging function is clunky, no customisable colour categorisation available
What problems is the product solving and how is that benefiting you?
Able to share across markets; tracking & reporting emails
Excellent software with a very promising and competent team.
What do you like best about the product?
The demo was excellent and the demonstrator clarified all our doubts and answered all our queries to our utmost satisfaction. Kudos to the entire team.
What do you dislike about the product?
Sometimes the response is slow and not as expected.
What problems is the product solving and how is that benefiting you?
An excellent ticketing system which we can use with our clients.
Recommendations to others considering the product:
Surely a winner. Please don't think twice. Go ahead and get it.
we are useing it to manage engagement with field teams.
What do you like best about the product?
Ease of Use
technical support
SLA Management
Mobile app
Ticket search
technical support
SLA Management
Mobile app
Ticket search
What do you dislike about the product?
Poor support
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
can't modify the Ticket Summary
we can't have an option as not ticket and not be in on hold tickets
What problems is the product solving and how is that benefiting you?
technical support
Feedback for use freshdesk
What do you like best about the product?
The helpdesk support service is very good and the respond time is very fast. Fast to help us to solve the problem.
What do you dislike about the product?
Some function on Freshdesk portal, actually the escalate function for the ticket is unable to apply for our company and it should need to have feasibility to configurable on the portal. The function behavior always change suddenly and it is made the user confuse to use the Freshdesk.
What problems is the product solving and how is that benefiting you?
We can consolidate the commutation with business partner and that portal is transparent to business partner ( they just reply the email then the ticket will create on Freshdesk).
Great product for a small but growing company
What do you like best about the product?
The application is very easy to get up to speed on. Very little training is required.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
Administration of the product is easy and intuitive.
The different product/pricing levels make it affordable and make it easy to move up-stream.
What do you dislike about the product?
When we first signed up Freshdesk signed a BAA for HIPAA compliance. Now they are stating that they are not HIPAA compliant which means we will need to get off of the platform.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
I'd like to see a slightly richer integration with other apps, specifically with Google Apps and Jira. The integrations that are in place work but their features are limited.
I'd like to see a fuller feature set for forums.
Some feature implementations are not well thought out as far as how they will impact all customer types. I'd like more flexibility in terms of turning on/off features and would like them to be more fully integrated in the product.
What problems is the product solving and how is that benefiting you?
We use it as our customer support site. We don't provide phone support, so this is our primary means of communicating with our customers.
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