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Freshdesk improves customer service
What do you like best about the product?
Freshdesk is a very useful helpdesk software for our customer service team. The visual interface is friendly and modern, intuitive and easy to navigate. The software allows us to manage queries that come from various channels such as social networks, live chat, email, calls- easily, and makes them tickets. The reporting function is valuable because metrics are critical to evaluate the performance of our team of agents and help us identify problems quickly.
What do you dislike about the product?
We are satisfied with the software's performance.
What problems is the product solving and how is that benefiting you?
It manages customer inquiries, as a result, has increased the rate of resolution of cases and has reduced the waiting time. The automation of the tickets helps our agents to focus on reviewing the queries according to the assigned priority. Undoubtedly, the use of Freshdesk has significantly improved the quality of our customer service.
Recommendations to others considering the product:
It meets the needs of companies of all industries.
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Very complete application, although not very intuitive
What do you like best about the product?
The general handling of the tickets is good, and has many features. It allows to integrate with other applications and automate the work with our own application. It works very well with the rest of the products in the Fresh suite
What do you dislike about the product?
The fact that it has many features makes it a bit difficult to use. its user interface is not the most modern and it is not very intuitive, so an initial learning is required. The filters that are used to visualize the tickets can be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk has allowed us, after an initial learning stage, to work well and quickly to solve the tickets. It has good tools for integrations to automate many of the processes.
Great support tool
What do you like best about the product?
If you are looking for a tool with good configuration for all your support tasks at a reasonable price, Freshdesk is the answer. It has the chat option that will let you connect with the staff across the organization. You can track the status of the incidents and put comments regarding the issues.
What do you dislike about the product?
There are no reports or tables to see the trend of all the support activities ( atleast I don't see it in the version our company has)
What problems is the product solving and how is that benefiting you?
Able to resolve the tickets in our company with minimum hassle and the management can track it without having to go to the individual.
Extremely helpful online ticketing system
What do you like best about the product?
Freshdesk is a cloud based helpdesk system, which allows users to resolve all day-to-day queries by generating tickets. This ticketing system works well internally and externally. Being a part of the IT Team, we receive approximately 20-30 tickets per day from our employees/Clients and other companies for assistance regarding pay, employment verification, employment letters, leaves etc.
What do you dislike about the product?
As per our existing needs, I do not see any cons. I am sure it offers more flexibility at higher prices but so far, it works well for us.
What problems is the product solving and how is that benefiting you?
IT Ticketing System
Why Freshdesk is the best help desk?
What do you like best about the product?
Freshdesk is really easy to use. Easy to setup. Have automatic ticket dispatch and you can create tailor workflows to your needs. And the best: offers rich features at a fraction of the cost of it’s competitors.
And for startups or small business they have a free starter plan with an unlimited number of agents for free.
And for startups or small business they have a free starter plan with an unlimited number of agents for free.
What do you dislike about the product?
I think they can improve the way to avoid create a ticket with the knowledge base. Also we expect to have a more intelligent chat bot to attend our customers
What problems is the product solving and how is that benefiting you?
Have a single platform to support our customers by email, phone, chat or social media. And also we have a easy way to open a ticket. They do not need to login to our portal, they just need to send us an email with the problem and the ticket is created automatically.
Recommendations to others considering the product:
Now you need to respond to your customers faster than ever. Now it’s possible to handle requests for help from email, phone, chat and social media with Freshdesk. This is a important differentiator.
Way better than using gmail folders...
What do you like best about the product?
My favorite part about using Freshdesk for support is how organized my team is able to be. Among different websites or features, we can assign and organize tickets based on category and priority. It really goes a long way when needing to pair things down and tackle on ticket at a time.
What do you dislike about the product?
I don’t like that when I close a ticket it is hard to get back to. I would really appreciate a “recently closed” category because sometimes I come across similar tickets that don’t need a canned response made, but it would have been great to jump right back to that closed ticket to copy the text.
What problems is the product solving and how is that benefiting you?
Freshdesk allows my team to securely and effectively respond to user inquiries while staying organized and providing the most help to the user and to our workload.
Freshdesk Review
What do you like best about the product?
Affordable
Ease of use
Multiple features that helps collaboration. Works very well when systems are disjointed and need multiple input streams
Ease of use
Multiple features that helps collaboration. Works very well when systems are disjointed and need multiple input streams
What do you dislike about the product?
Slow when used with other applications. Have to re launch each time it hangs.
What problems is the product solving and how is that benefiting you?
Customer satisfaction
Easy to use ticketing system
What do you like best about the product?
I really liked how tickets were color coded based on urgency, and how the system would remind me when a ticket has gone too long without a response.
What do you dislike about the product?
didn't have the integration we needed for some of the other tools we used, ended up having to double log info.
What problems is the product solving and how is that benefiting you?
Really helped with the customer communication when I was able to stay on top of the tickets
Ease of use equals a quality product
What do you like best about the product?
The ability to send multiple inquiries and responses automatically greatly reduces redundancy of emails when working on an issue. We especially like how quickly it allows cases to be followed up on after a closed case has been reworked.
What do you dislike about the product?
The basic outline of the product is not appealing to the eye - some more development of aesthetic appeal would help make the product look better. This doesn't affect the overall product in any way other than look.
What problems is the product solving and how is that benefiting you?
We solve the overwhelming help request issue by designating certain jobs to the appropriate personal so as to avoid the delegation of work starting from the top. The end user has the ability to select who would be most appropriate for the task and this helps alleviate congestion at the top.
Recommendations to others considering the product:
Ask for a trial run and check it out yourself.
Difficult to use
What do you like best about the product?
The amount of options & flexibility. Ease of issuing refunds.
What do you dislike about the product?
Poor security, clunky& slow quite often. Password resets are always onerous with this as well
What problems is the product solving and how is that benefiting you?
Easy refunds& online menu updating.
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