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Good simple help desk support software
What do you like best about the product?
I like the simplicity of the software. Obviously we shouldn't expect that many features., but in my current company we wanted something simple so we went with Freshdesk.
What do you dislike about the product?
a little pricey for the features they offer. Not too bad though.
What problems is the product solving and how is that benefiting you?
Help Desk tickets tracking.
Recommendations to others considering the product:
just check out your requirements and check them with freshdesk. if Freshdesk can cover them then it's the way to go. simple and fast.
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Freshdesk is a Great Scalable Option
What do you like best about the product?
Onboarding, customer management, agent management, and reporting are easy and efficient.
What do you dislike about the product?
The native reporting is not as comprehensive as I would like and I'd like to see more choices for add-ons.
What problems is the product solving and how is that benefiting you?
It made our onboarding process extremely easy, which was one of the biggest complaints we had with our old system, Microsoft CRM.
Recommendations to others considering the product:
It does not support mass emails/email blasts, so you will need to closely evaluate email add-ons. We like MailChimp.
Fresh Desk offers great tools and features, as well as amazing flexibility.
What do you like best about the product?
I am very happy to share that the company I am working for profits on a daily basis from the knowledge and expertise of a great team of professionals that supports the Help Desk product.
What do you dislike about the product?
In order for the system to fully fulfill our business requirements some more features need to be added. However, we have to take into consideration that the Help Desk team is open to any new suggestions and business needs.
What problems is the product solving and how is that benefiting you?
Fresh Desk helps us to measure many important for our business parameters and to monitor the progress of our targets.
Not so fresh
What do you like best about the product?
The customizing to your own processes.
Automatic e-mails after status updates are awsome and incredible timesaving.
Automatic e-mails after status updates are awsome and incredible timesaving.
What do you dislike about the product?
The design. Those big dropdowns on the side.
The bad owerview in long tickets, when every entry got the signature and the quoted text with.
You always have to reload the page.
And often when a customer replies it creats a new ticket.
It is not running smooth.
The bad owerview in long tickets, when every entry got the signature and the quoted text with.
You always have to reload the page.
And often when a customer replies it creats a new ticket.
It is not running smooth.
What problems is the product solving and how is that benefiting you?
Whole email communicaton with our customers.
Working across teams is easy and transparent.
Working across teams is easy and transparent.
Recommendations to others considering the product:
You need skills to customize it and you need time.
One of the best SaaS for customer support
What do you like best about the product?
It's really easy to use even Freshdesk has a lot of features, and the performance is also good, no stress for using. Also, it has many integration option with other services such as JIRA, it os really convenient too.
What do you dislike about the product?
Nothing really - it's really great. If anything, there are some room of improvement for admin UI's navigation.
What problems is the product solving and how is that benefiting you?
Managing and tracking customer's issues, Freskdesk helps us to do it in very simple and effective way.
Excellent CS Solution
What do you like best about the product?
- User friendly
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
What do you dislike about the product?
Could use a few additional functionalities - i.e. the ability to bcc when creating a new ticket. Swapping out from email address. A better solution for AR bounce-issues. (please, see forum feature requests).
What problems is the product solving and how is that benefiting you?
FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform.
Recommendations to others considering the product:
I would definitely recommend FreshDesk as a CS solution.
Allowed us to quickly scale our business
What do you like best about the product?
When we acquired multiple agencies we knew our old systems were not going to work and that we needed a ticket management system of some type. Freshdesk was very easy to setup and get going. It is very easy to customize, automate, and build out. The tools in the Helpdesk Productivity section have been a life saver and made our team's jobs much easier.
What do you dislike about the product?
At this moment in time, we do not have any complaints.
What problems is the product solving and how is that benefiting you?
We're able to respond to clients on time, with next steps, and easily track the progress of our work. The internal and private notes become very useful when invoicing clients at the end of the month.
Perfect for a growing support team
What do you like best about the product?
It's super easy to train new hires and on-board them onto Freshdesk. If they've any CRM experience in the past it's picked up in a few minutes and everyone else gets it not too much later.
What do you dislike about the product?
It's still missing a few features we'd like to see but we've been using it now for a few years with no real issues so I would consider these nice-to-haves.
What problems is the product solving and how is that benefiting you?
We successfully provide global technical support via Freshdesk to our customers. The ease of use and things like signing in with Google really help us take on new customers with few issues.
Freshdesk is helpful and rather user friendly
What do you like best about the product?
I like that there are a variety of options. I can set the view to most recent, most recently modified, etc. I also like that I can switch between users easily without having to log in and out. I also enjoy being able to loop in other members of my team onto specific tickets. Adding personalized tags is really nice as well. I also really enjoy the classes that they have been putting out recently.
What do you dislike about the product?
I wish customization included a way to remove options you don't use. The screen is very busy when you don't really care about some of the fields. I would be happier if Settings went back easier. When you change to view your Spam folder, for instance, it is kind of a pain to remember to click back to the folder you want before clicking tickets and finding yourself still in the same spot. That is probably user error on my part, however.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide customer support for an MMORPG. It definitely allows for multiple people on our end to jump in and lend a hand.
Recommendations to others considering the product:
Freshdesk is great for customer support. I really find it helpful in so many areas.
Freshdesk makes customer support seem like a breeze
What do you like best about the product?
The product is reliable and very stable. It is always there when it is needed, and will not let you down. They add new features, but not in a way that disrupts your workflow.
What do you dislike about the product?
The solutions knowledge base needs some work. The process of creating and maintaining articles is somewhat tedious.
What problems is the product solving and how is that benefiting you?
Being able to work with multiple product lines and client needs in a seamless fashion. We are able to quickly resolve tickets and share our knowledge with the rest of the team if necessary.
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