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Comprehensive support software
What do you like best about the product?
Relatively easy to use at the basic level, for the normal email support it is straightforward and simple. Includes phone, chat, and social media management all in the same place. If you want to know what Freshdesk is like, use Helpscout. Then, remove the best parts of Helpscout and the reports, add about 6 tons of bloat and nonsense. Suddenly, you're using Freshdesk.
What do you dislike about the product?
Updating this for the new Freshdesk rework. It looks better, I'll give them that. The old version looked like garbage. It's still bloated, and there were numerous bugs and missing elements on the new version. And the reports are still the same. I can only assume their thought process when designing reports was to make them available, but limit their usefulness as much as possible. For example, the CSAT reports are maybe 25% of the way to being useful. The only info you'll get from your help centre are silly thumbs up/down. Want to know what the person searched for and couldn't find? Tough.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for email support, social media support, and will soon be adding the phone channel. It lets us respond quickly, it has decent reporting capabilities to let us track our support trends, and lets me add the necessary information to document our support tickets effectively.
Recommendations to others considering the product:
They do have a comprehensive set of features that let you offer support across multiple channels I would make sure that you understand the features beforehand and trial the software thoroughly, to make sure you need it, otherwise a simpler solution might be a better fit.
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Effective, easy and robust
What do you like best about the product?
The ability to see your support center from a big picture.
What do you dislike about the product?
Limited license, but that is their revenue model, so makes sense.
What problems is the product solving and how is that benefiting you?
Understand customer needs, get real-time feedback, maintain customer support, keep clients happy. The benefits we realized while using FreshDesk was transparency internally saving time and fixing problems quicker.
Recommendations to others considering the product:
It is less expensive than Zendesk and has all the same features (from my knowledge).
Useful tool for Help Desk teams
What do you like best about the product?
Easy to utilize, intuitive, strong search capabilities, love the ability to create canned responses.
What do you dislike about the product?
Wish there was a was to dock tickets to check back up on if needed without keeping the ticket open.
What problems is the product solving and how is that benefiting you?
Streamlines the ticket process, helps us escalate things effectively, makes sure that tickets aren't lost.
Recommendations to others considering the product:
I'm not sure what we used before, but my coworkers have been very happy with Freshdesk and say that it has solved a lot of issues that occurred when using a different provider.
Great helpedesk tool
What do you like best about the product?
Simple and very intuitive to use. Easy to setup and administrate with a great interface.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
What do you dislike about the product?
Some bugs with live chat.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us a great communication tool with our customers.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
Recommendations to others considering the product:
Freshdesk has a simple and intuitive interface and a great support team.
Great support tool
What do you like best about the product?
There are few things which I love about Freshdesk are
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
What do you dislike about the product?
I would not say dislike as it is a very strong word but I feel Freshdesk can improve lot on below two points.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for email support and platform support.
Recommendations to others considering the product:
I would strongly recommend Freshdesk as it is easy to setup, have some awesome customization, have a really good support team who is always there to help you with your questions. I just love using Freshdesk.
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
We love Freshdesk
What do you like best about the product?
For our office mobile access is key to our success, Freshdesk has a great mobile app that puts the needs of our customers right in front of the PM or support techs no matter where in the world they are.
What do you dislike about the product?
Sometimes calls drop on the mobile app and that cam be very frustrating
What problems is the product solving and how is that benefiting you?
Support for our clients is just one aspect of our need. Additionally we have several public access websites and Freshdesk gives us control over all our multiple products, with separate reporting or call assignment. Understanding our support metrics and SLA has greatly improved using Freshdesk.
Recommendations to others considering the product:
Definately worth a look!
Freshdesk good but could be better
What do you like best about the product?
Easy to offer support, automation is comprehensive
What do you dislike about the product?
Rules could ofer more automaton, inline screenshots for users during chat too
What problems is the product solving and how is that benefiting you?
Customer support and support desk articles and live chat
Keep Your Clients with FreskDesk
What do you like best about the product?
Easy to use, flexible, rich in features. Cross-org teams users major benefits. Our clients use it with ease and keeps them very satisfied. Their Support staff are awesome.
What do you dislike about the product?
Not much really. Possibly improve the client log-in landing page and some integration!
What problems is the product solving and how is that benefiting you?
Client Support functional and technical issues. Streamlined the process, achieved great efficiencies resolving issues at reduced time/cost. We achieved 100% referenceable client status -woo hoo! and generating more support income.
Recommendations to others considering the product:
stick with them. It's a great platform Your customers will take you more seriously and you will generate more support income from them.
Super Online Tool for me and my customer
What do you like best about the product?
It is easy to deploy. It is not forcing me to deploye on my own domain (Server) so the resource load is zero.
What do you dislike about the product?
I am using various available function in freshdesk. One of them is creating support ticket based on email. Many times emails are SPAM and freshdesk creates the support ticket against that email. In short the auto SPAM identification mechenism for email to ticket creation is a requirement.
What problems is the product solving and how is that benefiting you?
I have a small web hosting business. To assist the customers, I created many helping articles (knowledgebase). Freshdesk provided me plateform from where I can easily create new article and publish them including a good searching facility for the customers. The login handling was also a requirement for support panel to manage the support tickets by the user and I am glade this is also available here including login from other applications (like facebook account).
Recommendations to others considering the product:
I have used freshdesk since years for support ticket and knowledgebase articles over my website (groupaaa.com). I must say it is best with full of useful features. There are many additional features in upgraded package but I must say that the free plan is also covered for small business like mine.
Great Features for a Startup
What do you like best about the product?
Visually appealing. Easy to setup public and private forums.
What do you dislike about the product?
It's not easy to see which features are available on each package.
What problems is the product solving and how is that benefiting you?
We maxed out the number of users on our free zendesk account and it was too expensive for us to upgrade. Freshdesk was priced right and had similar features
Recommendations to others considering the product:
Integrate the live chat and phone apps into Freshdesk to keep all incoming channels of support consolidated.
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