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Freshdesk, efficient technical support
What do you like best about the product?
I think the best thing about Freshdesk is the product in general because all its tools make the application a perfect system to offer technical support to any type of business, from small businesses to high level companies with thousands of users.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
Configuring FreshDesk is essential to obtain the maximum performance of the application and that our technical support team can work with our clients in the most efficient and fast way giving solutions to the problems that appear. The configuration is done through the dashboard of the application and although it contains a lot of options, the most basic configuration to make the application work is very fast and easy to do.
One of the things that I like most about this technical support platform is that it allows us to organize the technical support personnel by separating them by departments (sales, payment management, general doubts ...) so that the management of tickets and chats of support is more effective.
What do you dislike about the product?
There is not something I do not like about FreshDesk but it is true that the configuration of the application can take some time (I mean the complete configuration of the application) but I think it is an important step if you want your support system to work correctly.
What problems is the product solving and how is that benefiting you?
The technical support that we had at the moment was a bit chaotic because we did not use any application like FreshDesk because when we used the trial period of FreshDesk for a week we decided to buy without hesitation the complete application for our company. Since we did it, we have improved the ticket resolution speed and the wait times are much smaller.
Recommendations to others considering the product:
It is very important that when you realize the configuration of the FreshDesk support system you take into account the structure of your company and the type of support you intend to offer so that you can divide your staff in the correct way, this is very important if you are looking to create a fast and efficient support system.
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Freshdesk is a great helpdesk solution
What do you like best about the product?
We can handle multiple tickets without confusion, thanks to the SLA management of Freshdesk. The platform allows to speed up the execution of tasks, categorize tickets and communicate efficiently with customers. The statistics tool provides important information to evaluate the performance of customer support. It also provides multichannel support (email, social networks), which makes the reception of queries and the solution of problems more efficient.
What do you dislike about the product?
None, since it is the solution that our team needs.
What problems is the product solving and how is that benefiting you?
The query management is effective and fast. It allows us to order and prioritize activities related to customer service.
Recommendations to others considering the product:
It is great to increase productivity and accelerate problem solving.
great for managing multiple support requests
What do you like best about the product?
this software helps us maintain multiple client accounts on support packages seamlessly
What do you dislike about the product?
hard to find anything wrong - we have a package that works for us and works for clients
What problems is the product solving and how is that benefiting you?
managing multiple client accounts who need support, really helps us provide a professional service.
Recommendations to others considering the product:
make sure your clients can use email to access support queries.
Freshdesk, an improved platform to offer technical support
What do you like best about the product?
In my opinion, Freshdesk is a technical support platform that is characterized by offering a very good overall experience for both the user and the people working on the platform. As a normal user is greatly appreciated the facilities that the application offers to solve problems through tickets or help FAQs, also your livechat is a very useful tool that works very well to solve problems quickly and efficiently without starting tickets
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
Another aspect of the application that stands out is the possibility of integrating applications through the API tools. This makes the platform one of the most versatile in this regard. But what I like most about the application is the possibility of configuring automatic responses from the Livechat, this is very useful to help our clients when our support service is saturated or not available because it is too late.
What do you dislike about the product?
What I liked the least about the application are the reports offered by the application and its statistics, personally I think there is a lack of additional information but nothing else, otherwise the application is very useful and works very well.
What problems is the product solving and how is that benefiting you?
We had many problems to manage our customers in an orderly manner so we decided to try FreshDesk in its trial version and we were convinced, since then everything has improved a lot in this aspect since we can do all the technical support in an organized way which it has freed us from the previous stress by having to manage everything through emails.
Recommendations to others considering the product:
Definitely recommend Freshdesk if you are looking for a good tool that allows you to offer technical support at a price but without leaving aside the most advanced tools to help your customers as support through tickets, emails, FAQs or Livechat.
Freshdesk optimizes customer service
What do you like best about the product?
Freshdesk is easy to configure and has a simple interface. It is effective to speed up the response to questions from our users. The ticket system has a variety of functions that allow us to categorize tickets according to priority, establish predefined answers to common questions and visualize agent operations. On the other hand, it provides reports that allow us to determine the response time of the tickets. It also offers a robust knowledge base. It is easy to manage.
What do you dislike about the product?
I cannot think of any failure or deficiency because it offers quality service.
What problems is the product solving and how is that benefiting you?
It facilitates the performance of our agents, improving service productivity. We offer a robust service thanks to the functions of Freshdesk. It's really useful.
Recommendations to others considering the product:
It's great for small businesses because their plans are accessible.
Simple and easy to use with slight flaws
What do you like best about the product?
What I like best about freshdesk is the ability to look up solutions
What do you dislike about the product?
What I dislike about freshdesk is sometimes there are multiple versions of a contact in the system
What problems is the product solving and how is that benefiting you?
I am able to look up solutions to help better assist customers with their issue
Great product!
What do you like best about the product?
Ease of use and how easy it is to customize!
What do you dislike about the product?
Nothing really. We use it in a small team and it keeps our company going.
What problems is the product solving and how is that benefiting you?
We moved from free spiceworks accounts to this. We have managed converting multiple sub team account to one helpdesk for different teams. What is nice is the logic based routing and using keywords. It is a game changer.
Recommendations to others considering the product:
We did do many trials of helpdesk portals. It is a good excercise to go through. You have to find the product that is right for you. You may have different criteria than we did.
Freshdesk provides many useful options for Help desk
What do you like best about the product?
The best thing about Freshdesk is its excellent integration through the use of API tools. In this sense, the platform is versatile enough to improve the management of customer assistance through emails and social networks. We like that notifications can be automated, and that the integration of CRM is so comfortable. It is very easy to communicate with our customers, due to its excellent unified communications system.
What do you dislike about the product?
Something we do not like about Freshdesk is its workflow manager. This does not allow to create reports and statistics correctly. We do not like your contact history management, since you can not monitor all the information dealing with them. We are annoyed that your survey and comment management tool does not have enough automation capacity. In addition, the Freshdesk activities panel takes time to update. Its integration with Podio is quite slow.
What problems is the product solving and how is that benefiting you?
Freshdesk has unified our communication with users a lot. Our online support service is at its best, as is our forum manager and telephone support. Its integration with Freshdesk chat has facilitated the way in which our team shares information.
Recommendations to others considering the product:
Freshdesk seems to us the perfect tool for self-employed workers, companies of different sizes, non-profit organizations, and even for public administrations. We recommend it a lot for Android devices. An excellent integration for Freshdesk is achieved with the Clarizen platform, fully recommended.
A great support and live chat management system
What do you like best about the product?
NInce user interface and better management of tickets and live chats
What do you dislike about the product?
On cloud implementation, I would rather go for the on-premise model
What problems is the product solving and how is that benefiting you?
Solving customer care problems and live interacting with the customers
Freshdesk is an effective solution
What do you like best about the product?
I like Freshdesk because it is easy to use and its design is user-friendly. The system is fluid, automates repetitive tasks and improves teamwork. The ticket system is great for handling user queries because it prioritizes and categorizes tickets. It makes it easier to solve complex problems since we can include technicians from different areas of the organization.
What do you dislike about the product?
I have no complaints about it because it gives us good results.
What problems is the product solving and how is that benefiting you?
It is the solution we needed to improve customer service. It is efficient in the management of queries and in the distribution of workload. Thanks to Freshdesk we can communicate in a fluid and personalized way with our clients.
Recommendations to others considering the product:
It is a scalable and versatile solution for companies of any level.
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