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Seamless Helpdesk SaaS
What do you like best about the product?
Simple UI/UX and easy to configure and implements
What do you dislike about the product?
Nothing. all is good enough, no complaints
What problems is the product solving and how is that benefiting you?
Complaints documentation so the complaints easy to organize
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ticket portal with a Simple UI and customer service first
What do you like best about the product?
The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service.
What do you dislike about the product?
Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar.
What problems is the product solving and how is that benefiting you?
Easy to manage multiple teams within a service desk enviornment and quickly find tickets. This allows us to keep turn times low across multiple categories which sometimes can be tricky in other service desk platforms.
Modern and super user-friendly design.
What do you like best about the product?
Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.
What do you dislike about the product?
Nothing to dislike, freshdesk has helped a lot of businesses.
What problems is the product solving and how is that benefiting you?
Aids in the prompt resolution of concerns by serving as friendly reminders on tickets
Robust and Easy HelpDesk
What do you like best about the product?
The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach.
What do you dislike about the product?
That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point.
What problems is the product solving and how is that benefiting you?
Centralize and manage information from multiple sources in a single workflow, control and response. Information is organized and cataloged for better monitoring and evidence. Loose ends of case management through independent channels are eliminated since procedures are channeled and managed based on guidelines.
More than a decade on a very good platform...
What do you like best about the product?
We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
What do you dislike about the product?
I would like to see more of the API (custom objects) opened to the lower end plans.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
What problems is the product solving and how is that benefiting you?
It handles all our clinet communication effectively.
Easy to use platform
What do you like best about the product?
It allows us to manage our workload while also allowing us to track workload across the team
What do you dislike about the product?
Not being able to send bulk BCC emails to contractors
What problems is the product solving and how is that benefiting you?
Allows us to not miss any emails or requests from our clients and contractors
Best Service Ever
What do you like best about the product?
Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for.
What do you dislike about the product?
The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as an internal ticketing system for our users. We didn't have anything for a ticketing system before, and we are not really a huge tech company. We didn't need something as complex as the other ticketing systems out there, and we also needed to stay within a certain price, and freshdesk checked all of the boxes for us.
Ease of Use
What do you like best about the product?
It is very easy to navigate and easy to use.
What do you dislike about the product?
Sometimes the pages freeze up and you can't go back to where you were previously
What problems is the product solving and how is that benefiting you?
I get to access the customers profile by clicking a link on freshdesk instead of having to look them up on a different website, can edit their information easily and updated their personal details as well as get assigned the ticket you were working when the cx responds back.
Robust software, great for any size business
What do you like best about the product?
Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.
What do you dislike about the product?
At the capacity to which I use Freshdesk I have yet to see any issues.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it very easy to manage emails and social media messages from customers.
FreshDesk is a Top-Tier Ticketing Platform
What do you like best about the product?
The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.
What do you dislike about the product?
The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.
What problems is the product solving and how is that benefiting you?
Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.
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