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Freshdesk is easy for our internal team and our clients to use
What do you like best about the product?
It is straightforward, you do not have to spend too much time figuring out how to use it. If there are questions it is pretty easy to get help.
What do you dislike about the product?
No comment, there is nothing that I dislike about using the system
What problems is the product solving and how is that benefiting you?
It provides a location for our clients to log and update tickets which helps our team spend more time resolving issues.
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Straightforward explanations, DIY approach and kind, caring service!
What do you like best about the product?
I love the fact that you send DIY videos explaining how to solve a problem or how to do something you need to do.
What do you dislike about the product?
I dislike the fact that I cannot talk to you guys. Mostly because I have difficulties understanding the Indian accent, I'm very sorry for that.
What problems is the product solving and how is that benefiting you?
We are providing a Support Portal to our customers, that allows them to contact our reps and solve problems in real time.
A review for using Freshdesk
What do you like best about the product?
I really like how I am able to submit a ticket on freshdesk and also get an email for the ticket. I like that I am then able to answer the ticket thread directly through my email. I don't need to log into freshdesk to respond. The email option makes it really easy to communicate and solve my ticket.
What do you dislike about the product?
Sometimes it's difficult to identify my issue with the drop down option list when writing a ticket.
What problems is the product solving and how is that benefiting you?
I'm able to get mistakes I've made on my parent feedback corrected by freshdesk. I can also communicate with my company regarding the progress with certain students.
Recommendations to others considering the product:
No recommendations.
Fairly simple and low maintenance
What do you like best about the product?
How simple it is to use. You are up and running really quickly. Its easy to create auto replies so that users know that their tickets have been picked up and are being actioned.
What do you dislike about the product?
Sometimes the support is difficult especially when it comes to observer rules etc. It takes a while for the support to understand you over chat. Sometimes you need to talk
What problems is the product solving and how is that benefiting you?
responding to tickets quickly.
Recommendations to others considering the product:
improve support
Freshdesk is good
What do you like best about the product?
It handles load pretty well (500-1000 tickets a day)
What do you dislike about the product?
Should be easier to define replies after a certain time as new tickets.
Simple bugs can take several months to fix.
Simple bugs can take several months to fix.
What problems is the product solving and how is that benefiting you?
Fast and efficient customer support
Improved team efficiency.
What do you like best about the product?
Good automations and funtionality to reduce time.
What do you dislike about the product?
I wish the live chat would work with a mobile app.
What problems is the product solving and how is that benefiting you?
Improved efficiency, consistent communications across channels
Fast Response Time
What do you like best about the product?
Fast and efficient support response time.
What do you dislike about the product?
Minor issues with dropped incoming calls from time to time.
What problems is the product solving and how is that benefiting you?
Customer/ client management (calls, emails, support, tickets, etc.)
Good flexibility—easy to get around
What do you like best about the product?
Being able to set up the autoresponders the way I liked, was really important. Not just including a logo, but using my language—not closed or resolved—but "done and dusted" and little sayings and phrases that sound like me. The flexibility to change things in the system, was invaluable.
What do you dislike about the product?
Setting up the DNS is problematic if you have Google Apps and multiple aliases. I found the support on this aspect not particularly insightful, and telling me to set up a separate gmail for support, not overly useful.
What problems is the product solving and how is that benefiting you?
I'm actually using it as a communications tool for a training course. So instead of technical support, I'm using for students to send assignments and communicate about course modules. This is why the flexibility to change —not call tickets a "ticket" was particularly useful.
Recommendations to others considering the product:
For a one-person business, it has been fantastic. But, for me, the DNS issue with Google Apps aliases was an issue. I now just use the Freshdesk subdomain, and for me it wasn't the end of the world. For some, it may be an issue.
Nice, simple help desk solution
What do you like best about the product?
FreshDesk is a very clean, easy to use help desk solution. It has some of the features of their more robust counterpart solutions but it doesn't provide a lot of the unnecessary 'bloatware' type features that the enterprise level solutions offer. It gives you what you need to do the job and nothing unnecessary.
What do you dislike about the product?
I which it offered more robust integrations for other products. The Slack and Jira integrations are lacking a bit.
What problems is the product solving and how is that benefiting you?
We use it to manage our helpdesk. It is simple and easy to use.
Recommendations to others considering the product:
Give it a shot, you may be surprised by what it can do.
Freshdesk is useful
What do you like best about the product?
The redesign of the UI is pretty nice. The ticket list is easier to scan.
What do you dislike about the product?
Nothing really. Freshdesk works pretty well for us
What problems is the product solving and how is that benefiting you?
Email support for all our products are in one place.
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