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Great for big companies!
What do you like best about the product?
Freshdesk's layout is very clear and easy to follow. I can find what I need and can communicate easily.
What do you dislike about the product?
Very pleased with this system. A chat feature would be helpful.
What problems is the product solving and how is that benefiting you?
Communication with other people I work with. I can communicate with the whole group or with individuals
Recommendations to others considering the product:
Take time to explore every opportunity on this site. It will help you communicate with a large number of people.
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Light weight best ticketing system
What do you like best about the product?
n my office we love the fact that we were able to find a ticketing system that fit our needs. It wasn't too expensive and if we want more we can pay more for additional features. Secondly it supports automation for e.g. customize the emails sent to clients.
What do you dislike about the product?
If I close a ticket and somebody adds a private note it doesn't notify me about it. The mobile app doesn't notify me when there are new tickets, only when I work on one or a client responds to a closed one.
What problems is the product solving and how is that benefiting you?
Before deploying this product we were unable to track customer complaints and previous conversation with the customer, so every new agent ask for the problem again and again. with the help of freshdesk now we can track back each and every query.
FreshDesk - Allows us to serve our staff better
What do you like best about the product?
It is very user friendly and helps us greatly with tracking everything in one place. It is also fantastic to now be able to pull stats on service requests..
What do you dislike about the product?
There is nothing that I don't like so far.
What problems is the product solving and how is that benefiting you?
Our operations/admin team uses FreshDesk internally, to track service/maintenance/IT etc. requests from our staff. Pulling stats on service requests now means that we can prove to our staff and management that we are producing good/reasomable turnaround times on requests. This is always good for staff morale and interdepartmental relations.
Great support ticketing platform and knowledgebase
What do you like best about the product?
Freshdesk is easy to use and understand right away. Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare. Love the various status available. Lots of neat features like merging tickets, adding watchers to a ticket, making notes on a ticket, etc.
What do you dislike about the product?
User interface can use a redesign to help make looking for things easier/faster. Some features like canned responses are only available on a reply but never as outgoing emails.
What problems is the product solving and how is that benefiting you?
I've used freshdesk for eight months. I implemented customers support system for our company and different features on our website which was linked to Freshdesk via API.
Recommendations to others considering the product:
Very simple to usual users with advanced settings. You need to try it some time for better experience.
Terrible Customer Service
What do you like best about the product?
Simple to use and configure. I love the fact a client can send an email to start their ticket. Some of our clients are not tech savvy and it is simple enough for them to send an email. It has all the features I need and some I don't
What do you dislike about the product?
Customer service is terrible. During the Covid-19 Pandemic, they were unwilling to provide any assistance for an annual subscription that had renewed that same day. They just said sorry you can use it for 365 more days though after we had told them we no longer used the product. Probably hadn't even accessed the platform in over 18 months.
What problems is the product solving and how is that benefiting you?
Help keep client requests organized. Allow me to meet the expectations of the clients when they request support.
Recommendations to others considering the product:
Find another vendor that is more understanding of business conditions.
Excellent software for support management
What do you like best about the product?
Simplistic approach to support management.
What do you dislike about the product?
Felt like i had to pay a lot to get some of the higher level features.
What problems is the product solving and how is that benefiting you?
Customer Support. Support Management
Recommendations to others considering the product:
Was an excellent product and was fairly easy to learn and support. I really like the look and feel of the UI.
Comfortable and useful app
What do you like best about the product?
I can manage all the tickets just by this simple app anywhere anytime. The free plan is really good for starter to try this.
What do you dislike about the product?
It's a little slow sometimes. Tickets can't be tracked to assets. Mobile users have not enough features
What problems is the product solving and how is that benefiting you?
I want to manage customer tickets everywhere by my phone and this app is my choice
Recommendations to others considering the product:
Try free plan then you will love this
A great tool for Software and Technical Support
What do you like best about the product?
I like the customization tools and the ability to bulk assign attributes. It is very easy to auto assign tickets to individuals and I like being able to create Scenarios.
What do you dislike about the product?
Some things are not intuitive, like merging tickets and the Customer portal could be improved. Sometimes our users end up with more than one account and it gets difficult to merge accounts etc.
What problems is the product solving and how is that benefiting you?
FreshDesk serves as our Help Desk for a variety of software solutions. We field thousands of support tickets a year with this system and it has streamlined technical support in our organization.
Great Support Ticketing Platform
What do you like best about the product?
The best part is that its cloud based. Additionally it's easy to setup and use. User Interface is friendly and allows for smooth automation of tasks. The support assistance and availability is great. Every interaction has been fulfilled and the agents are very helpful.
What do you dislike about the product?
Development request or enhancement requests for application improvements take too long to actualize.
Some features are hard coded and workarounds might not be available all the time.
Some features are hard coded and workarounds might not be available all the time.
What problems is the product solving and how is that benefiting you?
Management of customer service desk portal to assist with business support queries. Gained knowledge on process improvements and in depth client metrics. The solutions portal offers a very useful knowledge repository for internal documentation.
Fresh sales best product to communicate with the users
What do you like best about the product?
Bulk mailing is the main feature I like the most of the product, also it is very suitable to follow up with the customers in closing the deal
What do you dislike about the product?
Bulk mailing restriction is set to 250 users which should be increased - hope this is not based on the plan we are currently using
What problems is the product solving and how is that benefiting you?
I am using the fresh sales tool to interact with the users to close the deal, we are selling our product to the customers through fresh sales by bulk emailing and following up with them.
Recommendations to others considering the product:
You will never feel disappointed for using freshsales as your primary tool to engage with your customers.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
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