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The best ticket system we have used so far!
What do you like best about the product?
Freshdesk's interphase is clean, user-friendly and visually attractive.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
What do you dislike about the product?
So far, we have not found any deal breakers in their system. I love that the correspondence between my agents and our customers feels and looks just like any other email chain we may start using outlook.
What problems is the product solving and how is that benefiting you?
Help desk analytics are very easily obtainable. The metrics we use to follow our team's performance can be set up in just a few minutes and adjusted as much as we need to without any advanced admin skills needed.
Recommendations to others considering the product:
I particularly appreciate the support during our trial and onboarding periods. Our sales rep Madhu is always on top of things, ready to answer anything related to technical, billing or functionality questions. They were also quick to help us with custom apps when their out-of-the-box product didn't cover something we were inquiring about.
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Excellent Value Helpdesk
What do you like best about the product?
The recent overhaul of the UI has made Freshdesk easier to navigate and more enjoyable to look at. The Helpdesk does what it's supposed to do, organize inbound tickets and track to resolution.
What do you dislike about the product?
Ticket handling rules only allow you to choose "Any" or "All" conditions to make changes to the status of the ticket or do actions. Integration of an "Or" rule subset of "Any" or "All" conditions would be awesome!
What problems is the product solving and how is that benefiting you?
Our primary customer service is handled via Freshdesk; additionally we facilitate our Urgent Emergency service through the use of Dispatch'r rules and a web hook to Pager Duty to alert the on call technician.
We have better managed customer communication in regard to issues, updates and feature requests.
We have better managed customer communication in regard to issues, updates and feature requests.
Recommendations to others considering the product:
Spend some time honing the email notifications for tickets otherwise you'll get spammed to the point that notifications may go ignored.
Great Resolution Times
What do you like best about the product?
I like that when you need help for a help desk, their responses are quick!
What do you dislike about the product?
Since their switch to freshworks there have been some time where phones have been down.
What problems is the product solving and how is that benefiting you?
We are communicating with tons of online college students and providing quick and helpful resolutions.
Best helpdesk software I've used!
What do you like best about the product?
Very hard to name just one thing that I like best about this software.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
What do you dislike about the product?
I can't really think of anything that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We were able to set up rules to take manual work out of our Accounting group. It saves them so much time that they can utilize to focus on other tasks.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
Recommendations to others considering the product:
Talk to the Freshdesk support about your needs. They will work with you and walk you through every step.
Decent CRM
What do you like best about the product?
The simplicity and interface is straightforward and intuitive.
What do you dislike about the product?
the mint experience update is buggy and not reliable.
The grading systems while a good idea is unreliable as a metric and requires more transparency on how it is calculated.
The grading systems while a good idea is unreliable as a metric and requires more transparency on how it is calculated.
What problems is the product solving and how is that benefiting you?
Customer issues with our proprietary software
Awesome experience, all-in-all!
What do you like best about the product?
Freshdesk offers a fantastic free tier, with a very rich service. It's very easy to setup, very easy to get around, and they have a responsive support team, capable with dealing with any questions you might have.
What do you dislike about the product?
Freshdesk has a good-looking UI, very easy to get around. That said, sometimes, I get a feeling of clutter. That said, again, it's easy to get around and allows for some degree of customization.
What problems is the product solving and how is that benefiting you?
As a non-profit organization gaining steam, we needed a solution to help us better organize external communication. Additional, as a non-profit, sometimes getting donations or such is hard and, without a stable income flow, it's hard to justify another monthly bill. Freshdesk allows us to get the best out of both worlds, with a very feature-rich service and wonderful free tier. They reply promptly to each and every question you have, in a timely manner. Wonderful service thus far, I recommend it immensely.
Recommendations to others considering the product:
They have a very responsive team, should be able to help you in a migration or anything else.
Freshdesk is a convenient and helpful tool for Customer Service
What do you like best about the product?
Very easy to set up
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
What do you dislike about the product?
The new mint experience doesn't support Shopify integration.
What problems is the product solving and how is that benefiting you?
Helping our customers with prompt and high quality customer service solutions.
Brilliant Product for a Complicated Helpdesk
What do you like best about the product?
Ease of use, fast/modern UI, easy implementation, knowledgeable support structure, pricing, app integration and available apps
What do you dislike about the product?
Very little dislikes. Can't do everything 100% but very close to being perfect.
What problems is the product solving and how is that benefiting you?
Outsourced and internal support structure have transparency. Customer portal functionality. SLA targets. Functional reporting.
Recommendations to others considering the product:
Do a deeper dive into your requirements before implementation. I made a simple mistake but Freshdesk helped resolve the issues.
Awesome tool for managing customer requests
What do you like best about the product?
The ease of use is great, and I like how the office can better communicate on customer inquiries and support tickets.
What do you dislike about the product?
Although I like how it works, I find it updates too slow. I want to see items off my list quicker. It is possible that the new "Mint Experience" would be better, but I tried it for a day and disliked the interface--I'm sticking with the older view. Not sure who designs these interfaces, but I think that in the hope of looking clean and modern, it loses functionality.
What problems is the product solving and how is that benefiting you?
I think the key to good business is effective communication--within the organization, and with our outside customers. Freshdesk helps us communicate much better.
I monitor open tickets
What do you like best about the product?
The dashboard is a great way to get an overview of what is going on
What do you dislike about the product?
How small the ticket numbers are displayed
What problems is the product solving and how is that benefiting you?
Software issues
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