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Good Service, Simple UI, Gets what you need done.
What do you like best about the product?
Simple UI choices and elements to make the site work how you want. We get most of what we need it to do done.
What do you dislike about the product?
As simple as it is for admins, the GUI is not simple enough for our basic users unfamiliar with tech. They rely on basic intranet level GUI versus this more streamlined friendly GUI.
What problems is the product solving and how is that benefiting you?
We use it for a help desk solution between our customers and our products so they can enter problems with each part.
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Streamlines communication with our customer support team
What do you like best about the product?
Multi-channel support is very useful to connect with customers, allows communication to be fluid and therefore improves the ability of the support team to offer solutions that meet the needs of customers. It integrates seamlessly with digital tools like Gmail, Outlook and social networks.
What do you dislike about the product?
It is a program that is not complicated to use and I pemite interact seamlessly with customers, so I have no negative feedback about this application.
What problems is the product solving and how is that benefiting you?
Freshdesk builds a pleasant experience of customer service. The distribution of tickets to different agents is a simple task that results in shorter response time to customers and thus speeds up the work of the care team. It is a awesome tool to optimize our workflow.
Recommendations to others considering the product:
It provides an excellent system to manage customer queries. It is relatively simple and adapts to the environment of companies of different levels.
Easy to navigate once used to it
What do you like best about the product?
Groupings and assigning. When you assign a ticket to a specific person or department. Also, the ability to let a customer know you are waiting for their response.
What do you dislike about the product?
The automated closing messages. We would like the option to not send an alert when a ticket is closed.
What problems is the product solving and how is that benefiting you?
We are in the transition of pushing all customers to Freshdesk instead of emails. This allows everyone to access customer support remotely.
Recommendations to others considering the product:
There are probably more features than you realize. Keep checking out new things.
It’s easy to use.
What do you like best about the product?
Can have separate tabs and quick links. Nice layout.
What do you dislike about the product?
I didn’t have any dislikes. The company stopped using the product.
What problems is the product solving and how is that benefiting you?
Able to update without deleting previous publications.
Great support system to communicate between us and our IT company
What do you like best about the product?
I love that we have a running log of conservations with our IT company detailing what our issues are and we can go and get updates at anytime.
What do you dislike about the product?
I do not always get an email when a ticket has been updated. But we are working out the interior issues with that.
What problems is the product solving and how is that benefiting you?
We were having a hard time communicating thru email to our IT company and keeping everyone on the same page, now we use this and everyone can get an update whenever they would like.
Recommendations to others considering the product:
This is a great tool if you need to communicate with a lot of people and keep everyone up to date.
Client Request - Ticket Management for Small Business
What do you like best about the product?
Ticket Management: This allows me to see all my team members' tickets and see who has what and who may need help. It also allows me to track trends.
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
What do you dislike about the product?
Customizable data on the dashboard. I would love to see different types of date available to choose from on the dashboard.
What problems is the product solving and how is that benefiting you?
In any environment where you have any customers with needs and few staff to address those needs, it is an excellent tool! I highly recommend Freshdesk to anyone in this sort of environment.
Recommendations to others considering the product:
We use Freshdesk in the technology department of our school district, and students, teachers, and staff all submit tickets via Freshdesk to receive support from the IT staff. This has been working great for us for about 3 years. This gets all support needs in one location, instead of emails to multiple members of my team.
FreshDesk Experience
What do you like best about the product?
FreshDesk allows easy access to tools that connect different departments and allows them to work together. We can do support tickets, announcements and communicate in one place.
What do you dislike about the product?
I dislike the simplicity of the platform. I would like to be able to message individuals directly. I'd also like to follow the progress of my correspondence with other departments.
What problems is the product solving and how is that benefiting you?
With FreshDesk we can minimize the need for multiple communication platforms. It is one place that we all can navigate as we integrate projects.
Freshdesk
What do you like best about the product?
Freshdesk has been our customer support platform for a few years now. I like the ease of setup and training along with the ability to customize groups and statuses. The older version allowed us to easily merge customers tickets together to see all issues at once, but this has now been removed.
What do you dislike about the product?
The Mint update has created a huge lag and has a lack of essential features. The website is constantly freezing up on us and you have to refresh pages. You can no longer see a customer's tickets all at once to merge them together, but need to manually search for them. Hopefully they intend to resolve all of these issues as it is a newer update.
What problems is the product solving and how is that benefiting you?
This is our main channel for customer support. You're able to integrate apps into the platform to place customer orders right from the screen and easily track everything.
Works as expected
What do you like best about the product?
Have been using it for the last year or so. Great and simple took to track SD tickets
What do you dislike about the product?
Challenges on setting up different view/perms for different group of users
What problems is the product solving and how is that benefiting you?
Normal company service desk requests and incident tracking
Affordable
What do you like best about the product?
It's customizable is really great which most of the helpdesk softwares lack.
Really affordable for small and medium businesses.
Really affordable for small and medium businesses.
What do you dislike about the product?
Cannot attach video references or documents. But works for me as I only have internal customers.
What problems is the product solving and how is that benefiting you?
Daily problems. Problems in AD or lets say login failures, resetting. This has made it easier.
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