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What do you like best about the product?
It is very easy to use and quite intuitive. I love the organization of it all: assigning agents, selecting statuses, products and groups. It helps manage us manage thousands of customers for multiple events all over the world. The reporting is my favorite though. It is customizable and pulls every detail on every ticket.
What do you dislike about the product?
I wish the chat feature was more customizable. I've been using Freshdesk for 3 years and it has improved tremendously.
What problems is the product solving and how is that benefiting you?
We are a third-party event management company. We support multiple events happening simultaneously and with Freshdesk we are able to support thousands of attendees on one platform. The ability to assign different agents, add different email addresses and phone numbers, and the reporting has made my job much easier.
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In short a great helpdesk solution
What do you like best about the product?
I think I really liked the ability to provide a "self-help" area for customers common problems
What do you dislike about the product?
so far I think the only thing they need to improve, is make it less 'complicated' for most users...
What problems is the product solving and how is that benefiting you?
The helpdesk solution is free, or you can upgrade. But the helpdesk features are really good...
Recommendations to others considering the product:
So far it's been a great solution. I like the system.
Freshdesk keeps me connected to my office in Beijing
What do you like best about the product?
I like that Freshdesk is easy to use, and I can easily contact the head office through a Freshdesk ticket. It seems from a user perspective that it's an organized way for the large corporate office to communicate with its 20,000 plus employees worldwide.
What do you dislike about the product?
I would like a good language translation system built in. The translation from the Chinese speaking staff is usually pretty good but it seems like it could be better.
What problems is the product solving and how is that benefiting you?
Being able to communicate with the head office in an organized way. I always get an answer within 24 hours and I am able to specify what problem I am having so it routes to the right person.
easy to use and efifcient customer support
What do you like best about the product?
Freshdesk has an excellent user interface and is easy to use. It provides us with maximum support to handle customer requests. I like the FAQ area which can be easily customized.
What do you dislike about the product?
I'm looking forward to many more products to be integrated (next to Freshsales we're already using)
What problems is the product solving and how is that benefiting you?
We are using it for customer support, i.e. ticketing and FAQ area. We currently also use the integrated chat function, but think of switching that to Freshchat.
Good small teams with multiple people managing the same email
What do you like best about the product?
Setup is easy and well-documented. UI is nice-looking and easy to use. I had a problem and emailed their support and they got back to me very quickly and helpfully. I have a small team of support agents. For a while we just had emails that came in forwarded to us, and then we'd reply-all so we knew who had responded to an email. It's so much nicer to have tickets that show up to anyone, can be assigned to agents, closed and reopened, and all the other things you can do with Freshdesk. Also, it's very valuable to be able to respond directly from the support email that customers send their questions to.
What do you dislike about the product?
There's not much I dislike about Freshdesk. It's pretty sufficient all-around. I would like to be able to see more over-arching statistics about the response-rate, etc. of agents more easily on the dashboard instead of just for that day.
What problems is the product solving and how is that benefiting you?
The biggest benefit I've experienced is the ability to have more than one person replying to emails coming in to the same email address without worrying about replying twice to the same email.
Freshdesk has transformed the way we handle support
What do you like best about the product?
Freshdesk gives you a great way to manage support tickets. The thing I like best is they are constantly enhancing the product. The support they give you is superior and is always quick and useful.
What do you dislike about the product?
At this point, I have nothing I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We have completed resolved the issue of tracking tickets and the ability to share tickets has been an enormous benefit to our company.
Recommendations to others considering the product:
I strongly recommend Freshdesk as your support solution.
Work as a team to tackle customers issues
What do you like best about the product?
The ability to assign tickets across dept
What do you dislike about the product?
Nothing I can think of. The product overall is very easy to learn. Lots of options can make it a little difficult remembering where to change a setting.
What problems is the product solving and how is that benefiting you?
We use it for container care and love how easy it is to assign a ticket (or child ticket) to another dept rather than following up in emails.
Wonderfull
What do you like best about the product?
Support solution with an agent was on the very high level.
Swetha S helped a lot with setting up some features. Please reward her somehow
Swetha S helped a lot with setting up some features. Please reward her somehow
What do you dislike about the product?
Don't like image uploading and mobile responsive. Very hard to use it on mobiles.
What problems is the product solving and how is that benefiting you?
support of product customers
Very useful tool to manage customer service
What do you like best about the product?
Its simplicity, it allows you to configurate it easily and the basic configuration can be done by your self.
What do you dislike about the product?
Sometimes its simplicity don't allow to customize it as much as I would want, but it is easy to adapt.
What problems is the product solving and how is that benefiting you?
Customer service, claims, FAQ...etc.
Recommendations to others considering the product:
The software is very helpful and easy to use.
Scalable Cloud-Based Customer Support
What do you like best about the product?
Freshdesk offers SLA timing, response automation, team tracking and response, and a great internal and external knowledge base with associated analytics to rank efficacy of solution. Also, parent-child ticketing to really resolve repeat issues.
What do you dislike about the product?
The software lacks a mechanism to easily re-assign tickets/tasks to another person when someone leaves their position or the organization.
What problems is the product solving and how is that benefiting you?
As a fire department with part-time employees and non-standard work schedules, Freshdesk allows us to track action items, ongoing project takes, and plan future responses as a team, which eliminates duplicative effort and unnecessary repeat customer contacts. It also provides good analytics for annual performance evaluations, and resource deployment within the division.
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