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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.)
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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.
Friendly user interface. Great support. Falls down a bit when it comes to multiple teams.
What do you like best about the product?
The UI makes it easy to keep track of our workflow.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
What do you dislike about the product?
Clumsy admin tools for more advanced features.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
What problems is the product solving and how is that benefiting you?
It's improved my teams workflow massively. So much so that we since started rolling it out to other departments who have seen similar improvements.
Recommendations to others considering the product:
I would highly recommend Freshdesk as a cheap solution to help manage a high volume of emails between a team.
If you have any concerns the support team are always there and have so far always had an answer.
If you have any concerns the support team are always there and have so far always had an answer.
Old format good
What do you like best about the product?
I enjoy the ticket function - it makes communicating with clients easy. Figuring out issues on the backend are also easy with this function.
What do you dislike about the product?
I dislike that it runs slowly in Chrome, unless I clear my cache each day. I also dislike Mint, their new platform. It is far less user friendly and there are some bugs that still need to be worked out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients while makeing notes and having internal discussions on how to best solve their problems on our end without having to bother the clients with these emails. It is nice to be able to keep everything on one page.
Easy to setup, very intuitive.
What do you like best about the product?
Setting up the application was so easy.
What do you dislike about the product?
Custom reports. I'm able to create the report I need but I have to schedule them to be able to verify their output. It would be nice to have a generate button included for custom reports.
What problems is the product solving and how is that benefiting you?
Technical support staff work much more efficiently. You can tell that the Freshdesk team put a lot of thought into the design.
Recommendations to others considering the product:
Quality product at a very affordable cost.
Clear system, easy to use. Brings clarity to the chaos.
What do you like best about the product?
Everyones task list is clear, prioritisation is easy, automated rules are a god send.
What do you dislike about the product?
I am not a big fan of the new mint design, but it is optional.
What problems is the product solving and how is that benefiting you?
Developers can now easily see a prioritised list of tasks pertinent to their skill set without faffing around.
Great way for our small team to handle support requests
What do you like best about the product?
The ability to organize type of support requests and assign to different team members is great. The interface is simple to use and pretty straightforward.
What do you dislike about the product?
Integration was a bit complicated the first time around
What problems is the product solving and how is that benefiting you?
Customer support. Too many emails being shared around the office and no one own responsibilities. With Freshdesk that problem is solved.
Recommendations to others considering the product:
Compare other similar platforms if needed but definitely give it a try!
Freshdesk Experience
What do you like best about the product?
Great product, simple to use and implement amongst Tier1-3 level support staff!
What do you dislike about the product?
Nothing! Stellar solution for IT ticketing management!
What problems is the product solving and how is that benefiting you?
Time management, process and ticket handling.
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