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Fantastic ticketing system!
What do you like best about the product?
I love the way you can gamify the ticketing. The system has games built in that give awards and ranks for service people, to help motivate them to serve the customers better.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
What do you dislike about the product?
sometimes tickets can get ridiculously long and hard to find new entries, since they quote the old email strings. Especially when someone adds a note, it creates another note automatically from an agent that says a note was created, so it makes it hard to see the new entries and who wrote them.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
What problems is the product solving and how is that benefiting you?
all our support emails are now contained in the ticketing system so the entire team can handle them. We also have service levels and reminders so that not only do customers get an acknowledgement of their issue, the service reps get notified as soon as a new ticket is created.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
Recommendations to others considering the product:
Fill out your canned responses with step-by-step instructions and screenshots - it will save you TONS of time and headaches.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
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Excellent Help Desk Software!
What do you like best about the product?
Cloud hosted, so can access from anywhere, including my phone. The phone apps in themselves are excellent. Also, customer service is very very good, with quick responses and eager to help.
What do you dislike about the product?
There's not much I dislike. If I had to be picky, I've thought about leaving because of lack of sub-tickets or children tickets feature. I'd like to take a task and be able to template several parts of the task into separate tickets. I suppose that's more of a project management feature, but it would be nice to have.
What problems is the product solving and how is that benefiting you?
(1) Keeping up with issues. It's difficult to track issues with only email, etc. So the help desk tracking features are excellent for me. (2) Tracking past issues. I like to reference what solved similar issues in the past. Freshdesk has a good search function.
Recommendations to others considering the product:
Grad a trial and give it a try. It's excellent and I highly recommend it!
Great support desk service, great for small teams
What do you like best about the product?
We were able to use this service for free for under 3 users which was key in searching for support desk software.
The UI isn't the best but it's friendly enough for the average user.
The UI isn't the best but it's friendly enough for the average user.
What do you dislike about the product?
Sometimes there is no name to fill in when you reply to a ticket.
What problems is the product solving and how is that benefiting you?
Easily tracking support tickets in one place. Easier communication between internal teams of issues that arise for users.
Recommendations to others considering the product:
Definitely a good alt. to bigger support desk services.
Comfort and productivity
What do you like best about the product?
The automation related to the scenario, even though I would have wished that the latter could be accessible from a manually opened request.
What do you dislike about the product?
The automatic recording of emails reloading the conversation history with each exchange, which can create long threads that harm clarity. Reporting that is a bit too "rigid" for my taste, as all the information cannot be cross-referenced.
What problems is the product solving and how is that benefiting you?
We had weaknesses in traceability. With Freshdesk, we gain visibility with our customers, each request receives a reference and is immediately available on the portal. Tracking has therefore improved, as well as interactivity with our customers, which has significantly improved.
It gets the job done with a nice set of features
What do you like best about the product?
I really like the interface and how easy it is to interact with. The fact that's web-based is a major plus since I don't have to worry about keeping software up to date. The support is really good. I don't need them much, but when I reach out to them, they reply promptly - which is very appreciated.
What do you dislike about the product?
I notice that the app sends too many emails and I haven't been able to tune it down. If a ticket is reopened then I receive about 3 emails due to the reply received, the ticket being reopened, and the ticket reassigned to me (as an agent). I also have experienced some downtimes which are not good, although they do a good job of keeping us informed when this occurs.
What problems is the product solving and how is that benefiting you?
I use freshdesk on a daily basis to manage tickets created by our clients. I can easily add screenshots, as well as public/private notes. It presents a user friendly and modern interface to work with.
Still needs a lot of work
What do you like best about the product?
Great concept. I love the idea of having one central hub to be able to track all client tickets from live chat conversations.
What do you dislike about the product?
Software still has lots of bugs and the support is not helpful. We have been using for almost 10 months and have put up with hundreds of chats dropping, disappearing, not being able to transfer when capability was advertised. Their development team and our internal teams have had many scheduled calls which they have flaked on our only temporarily resolved the issues we have communicated to them.
What problems is the product solving and how is that benefiting you?
In theory, this solution would solve accountability issues from our internal customer support and sales channels so we can see all chat history as well as keep a detailed record of our customer interaction with our business.
Recommendations to others considering the product:
Freshdesk support can be very difficult to work with, they have made improvement to their software over the last year but I still believe they have quite a ways to go.
Great Helpdesk Tool
What do you like best about the product?
Ease of use when it comes to creating automation and lightweight nature of tickets/workflow. The reporting module is also great with perfect out of box reports and is also very easy to use.
What do you dislike about the product?
Some limitations around automation- such as restrictions on the fields which can be included in SLA and limitations around having a contact be associated with many companies (caps at 20)
What problems is the product solving and how is that benefiting you?
Communication consolidation, ticket organization and automation. Through all of the workflow automation and ease of reporting, we will be able to improve workflow bottlenecks, provide data insights to the wider business, and create a more scalable support team model.
Recommendations to others considering the product:
Very easy to use and setup. New UI changes are great in the Mint Experience.
Unrealized Potential
What do you like best about the product?
I like the simplicity of the product. It does what it is designed to do.
What do you dislike about the product?
It only does what it was designed to do. The support team is friendly but not flexible to customization.
What problems is the product solving and how is that benefiting you?
We have been using this tool for our support desk and the syncing between Salesforce and FreshDesk is incredibly minimal. Very little information syncs between the two databases.
Recommendations to others considering the product:
This may be the right tool for your team if your sales org is completely detached from your support org. Otherwise, if you have a hybrid approach where your sales team is the first line of support or the hands that massage a client, you're going to work extra hard to keep everyone up to date on support tickets.
Very happy so far
What do you like best about the product?
We use Freshdesk for internal IT requests.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
What do you dislike about the product?
Sending and CCing of emails can't be controlled on a per-email-type basis. So as the manager, CCed on everything, I get 5+ emails for even the simplest ticket.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
What problems is the product solving and how is that benefiting you?
Our company has expanded recently and we now have staff in separate offices to the IT team. Freshdesk's interface is easy to use for non-IT staff to make tickets, and include screenshots, etc - even just by sending an email. Communication back-and-forth is easy and for me, monitoring ticket progress is straight forward.
I would certainly recommend for a small to medium company.
I would certainly recommend for a small to medium company.
Recommendations to others considering the product:
I would certainly recommend for a small to medium company.
Excellent but have patience
What do you like best about the product?
The adaptability to make the system work for our exact requirements
What do you dislike about the product?
If you're good at writing program coding you should be fine, if not (like me) it can take a little while to get very detailed/specific requests communicated in a way that the support team can action for you. That being said, it's nice to have a support team that will write any coding you need regardless of just needing a little patience!
What problems is the product solving and how is that benefiting you?
Streamlined reporting of our business centre activities and simplified filing system.
Recommendations to others considering the product:
With the endless amount of editing you can do to the program, it is very likely it can make your life easier in one way or another - you just have to have a bit of patience to start.
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