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Easy to use
What do you like best about the product?
I like that the interface is easy to use.
What do you dislike about the product?
The improve the reports section could be more flexible and easy to setup.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage tickets from our customer.
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A useful tool that supports the everyday needs of customer support and customer success teams
What do you like best about the product?
We shifted to Freshdesk, previously using HubSpot. We are really happy with this change, and we can say that Freshdesk is software for more advanced customers with custom needs and roles, categories, groups, etc. Using this on a daily basis generates just fewer problems, and our overall experience is quite good.
What do you dislike about the product?
Sometimes it's hard to get support for custom needs, and solving problems can take a very long time (like changes on the invoice).
What problems is the product solving and how is that benefiting you?
Serving customer support to customers in real-time through various channels, different languages, and a lot of agents.
Great customer service platform
What do you like best about the product?
It can be customised easily to our requirements .
Easy to use for agents .
Great support for any queries .
Easy to use for agents .
Great support for any queries .
What do you dislike about the product?
Apps are quite tricky to use .
More training on implementation of different products would be beneficial
More training on implementation of different products would be beneficial
What problems is the product solving and how is that benefiting you?
Overview of different client queries that are coming in to agents
Can easily create reports with the data that is generated
Can easily create reports with the data that is generated
Great for making daily tasks fun and interesting
What do you like best about the product?
The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
What do you dislike about the product?
Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another.
It doesn't spell check your work, so you have to be accurate with spelling.
It doesn't spell check your work, so you have to be accurate with spelling.
What problems is the product solving and how is that benefiting you?
Having one place to allow a triage of questions and problems, based on the severity and the most appropriate person to answer the question in the team. They can be assigned to the best team member for their issue.
Freshdesk Review
What do you like best about the product?
1. It's a place where all our work issues are raised
What do you dislike about the product?
1. When using my iPad and I'm logged on on the browser, I can't merge tickets no matter how many i try and use different browser like Chrome or Safari. So as a turn around I merge tickets using the app. but I don't like the interface of the app. I like the desktop view better.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
What problems is the product solving and how is that benefiting you?
1. Monitoring maintenance and cleaning issues in our managed apartments.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
Freshdesk: Empowering Business Growth and Efficiency - A Seamless Customer Management Solution
What do you like best about the product?
What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience.
What do you dislike about the product?
To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon.
What problems is the product solving and how is that benefiting you?
Freshdesk has been instrumental in streamlining our customer management processes. Its user-friendly interface ensures quick access to crucial information, and its scalability has supported the growth of my business. The centralized data accessibility has enabled personalized and timely customer responses, while automation features have significantly increased operational efficiency. In essence, Freshdesk has been a versatile and effective solution, enhancing overall customer service.
Best tool to manage customer support tickets
What do you like best about the product?
Freshdesk is one of the best tools to manage customer interactions. Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an everyday usage tool. From the brand point of view, it is very easy to implement, and do have a knowledge base to learn more about the product. It can easily implemented with other social tools to track online conversations. They also have a C-SAT survey for customers. Customer support is very active in resolving customer issues.
What do you dislike about the product?
Lack of synchronization. It has a syncing problem in reports and data.
What problems is the product solving and how is that benefiting you?
Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an easy tool to track customer conversations on all social platforms. We can easily track the Rate of Return of each customer in FD. They have C-SAT surveys too which help us to rate a brand in customer support. It helps me track agent performance on a day-to-day basis. It has ticketing fields that help to bifurcate concerns.
Best way to stay organized
What do you like best about the product?
All the extra functions it comes with all being user friendly
What do you dislike about the product?
A user friendly way of getting detailed reports
What problems is the product solving and how is that benefiting you?
Keeping all customers on track and organized
Simple and powerful
What do you like best about the product?
Freshdesk has a simple and clean interface, making it incredibly easy to learn and master. It's hard to let go.
What do you dislike about the product?
Freshdesk lacks some complexity and power-user features. The macro system is acceptable but not perfect. Merging tickets is limited to certain actions. Finally,
What problems is the product solving and how is that benefiting you?
Freshdesk manages our public-facing contact emails. We get emails concerning site problems, complaints, feedback, and service requests.
Been using Freshdesk for 4-5 years, and continue to love it
What do you like best about the product?
Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
What do you dislike about the product?
Reporting / Dashboard functions are lacking, although slowly improving over time.
What problems is the product solving and how is that benefiting you?
Creating a helpdesk workflow that works in our company.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
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