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Easy to use and superb support
What do you like best about the product?
Is it very easy to use and the support team at Freshdesk is great. You get quick replies on chat.
What do you dislike about the product?
I would like to see snippets of the conversation in the Ticket overview without holding the mouse over the ticket.
What problems is the product solving and how is that benefiting you?
Speed up and simplify our support.
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Freshdesk as a custom support software
What do you like best about the product?
It's very simple and easy to setup/use. A lot of really cool features come out of the box. The ticket management, is also very intuitive and fast.
What do you dislike about the product?
The API can be kind of tricky to use. It could use more documentation for clarity's sake. I also wish it stored information based on the first response/first updated time and person of a ticket, and there isn't
What problems is the product solving and how is that benefiting you?
We use it for our main support system. It is easy to maintain, there are cool features coming out every couple months or so, and we've found that a lot of our newer people can be trained on it in very little time.
Recommendations to others considering the product:
While I research a lot of other solutions out there, there weren't many better than this one to choose from.
Freshdesk: A Fresh interpretation of your everyday helpdesk
What do you like best about the product?
Freshdesk has as a main characteristic that you can be up and running with your Service Desk operations within the hour, literally from purchasing the license until actually engaging your users and agents in it. It's very, very easy to configure and customize in a basic and intermediate level, and for those power users that needs to do more Freshdesk also provides further customization options with CSS, an API and webhooks for external integrations. Also, it's Cloud-based, so you'll be forgetting about local hardware acquisition, configuration and maintenance.
What do you dislike about the product?
On the other hand, its highly user-friendliness deprives it of more advanced options, such as deep customization of dependent fields and field-level data validation. However, as a trade-off for startups and even middle-level companies willing to begin their operations in a rush, it's a totally forgivable drawback.
What problems is the product solving and how is that benefiting you?
We use Freshdesk on several operations, ranging from Government and Retail up to the traditional IT Service Desk and even HR. Freshdesk is sufficiently flexible to adapt itself to a variety of scenarios, not only IT-related.
Recommendations to others considering the product:
Give it a try! Freshdesk has a free tier (named appropriately "Sprout") and one month of full-featured "Garden" version, after which you'll keep your account within the free tier features. It's a no-lose scenario.
Great System
What do you like best about the product?
We use this system on a daily basis- our properties submit files for move ins and recertifications in individual tickets for approval.
What do you dislike about the product?
I do not like that the system does not put the tickets in order based on when they are responded.
What problems is the product solving and how is that benefiting you?
This has made our file approval process a lot easier- because we are no longer working files over our individual emails, we are able to help each other review since we all have access to each others tickets.
The best platform to offer support for customers
What do you like best about the product?
Very reliable performance with a great range of features and customization.
What do you dislike about the product?
Honestly, there isn't really anything to dislike.
What problems is the product solving and how is that benefiting you?
I'm running a platform to give gamers the ability to earn virtual game items for free. Freshdesk enables me to offer a better support for my users.
Recommendations to others considering the product:
Yes, definetly try it!
An all round excellent support and ticketing package
What do you like best about the product?
Has tremendous flexibility and lots of features but it's still quite simple to learn the basics quickly and get up and running. Support is awesome
What do you dislike about the product?
Updating tickets happens on the server and not locally so there's a lag between making changes and seeing those reflected locally
What problems is the product solving and how is that benefiting you?
I operate a small e-commerce business that is growing fast. We frequently get enquiries about the status of orders that I used to handle via email. Freshdesk has put everything in one place and makes managing customers much easier
Best value for money in quality and service
What do you like best about the product?
I really appreciate all the possibilities that Freshdesk offers to customize my environment. If i have a problem i can check it quickly with their helpdesk and find a solution. I see a lot of commitment behind this product and i really love it, i feel that this is a good growing reality.
What do you dislike about the product?
Some functionalities are yet incomplete, but i'm sure they are working on them.
What problems is the product solving and how is that benefiting you?
The company where i work used to have a very basic helpdesk poorly manageable. With Freshdesk we have a powerful tool to help manage our customers requests, and we have increased a lot the readiness of our helpdesk.
Solid Platform
What do you like best about the product?
Fast Customer support. Whenever there is an issue, you get through to a helpful member of staff in minutes
What do you dislike about the product?
The interface is a little bland and off-putting at first
What problems is the product solving and how is that benefiting you?
Customer support via email and online chat
Recommendations to others considering the product:
Go for it
Job system
What do you like best about the product?
I love that I can go through the system with ease
What do you dislike about the product?
I wish there was canned responses for the chat on freshdesk
What problems is the product solving and how is that benefiting you?
we solve all our tickets through freshdesk
Customer Help
What do you like best about the product?
I liked how friendly the team were and were up for helping me, even though I had no idea what I was doing!
What do you dislike about the product?
Nothing at all, there was nothing to not like
What problems is the product solving and how is that benefiting you?
It allows me to keep everything in one place and ensure i am providing the best customer service.
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