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Very easy to setup with some advanced automation programming to help customers.
What do you like best about the product?
Easy creation of article solutions, and easy to use ticket responses between us and customers using regular emails.
What do you dislike about the product?
In Mint version, typing / leads to a shortcut.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
When spam messages starts coming in, they come in bulk and becomes very distracting. Finding methods to counter this issue is difficult but there are some solutions using automation to mark tickets as spam if you are lucky enough for find some key email domains and words to keep it from happening.
What problems is the product solving and how is that benefiting you?
To create self search solutions for customers to search for before contacting support allow customers to self diagnose and find troubleshooting steps easily via google.
Recommendations to others considering the product:
Freshdesk is extremely easy to use and startup, there are some basic automations that you can use to fulfill automation, while the star of the whole system is the article building to deploy searchable solutions.
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Senior Manager over the Customer Care team providing customer support.
What do you like best about the product?
Super simple to setup and use. The configuration is straight forward and things seem to work as expected.
What do you dislike about the product?
Configuration is limited but is perfect for simplistic implementations. Reports are not as customizable as I would like.
What problems is the product solving and how is that benefiting you?
Easy to setup and run a Customer Support function. Configuration is easy and the functionality delivers what we need.
Excellent CRM very expandable
What do you like best about the product?
Automation, price and the response time from their service team.
What do you dislike about the product?
I don't like the reply button as it replies the customer but CC's the last people on the email exchange even if it was logistics, management, another service tech.
What problems is the product solving and how is that benefiting you?
We run a multitude of issues through our CRM. Inventory movement, root cause analysis, warranty items, warranty extensions and much more.
Recommendations to others considering the product:
One of the great things about the freshdesk is the service. They respond to me usually within 20 minutes. It's actually kind of ridiculous. I use chat, or email. It's lightning fast. They take my recommendations and do the changes.
Simple to use support platform
What do you like best about the product?
The process of setting up our freshdesk was very simple. Furthermore, their offering is very comprehensive (from chat, to forums, to solutions). It covers all of our requirements.
What do you dislike about the product?
I was very disappointed in all of the issues with their new UI. It starts by not loading properly within google chrome after you first login (this is a terrible first experience, and I'm not sure how it isn't being prioritized). Furthermore, after being logged in, the new UI does not have all of the old features (like github integration)
What problems is the product solving and how is that benefiting you?
Support, chat, etc
Great Support Management Tool
What do you like best about the product?
Ability to customize user interface and the set rules based on business requirements. Fresh desk allows easy organization of tickets coming in and coordination of support efforts in reaching client satisfaction.
What do you dislike about the product?
Development takes a long time to visit enhancement or improvement request submitted by users. Features that can help are submitted but take too long to be implemented in future releases.
What problems is the product solving and how is that benefiting you?
We are trying to solve our daily support queries that client submits. Freshdesk allows us to categorize each incoming tickets based on severity, category or type. The filter feature is great for allowing to view only tickets that meet a specific criteria.
This Is Where a Title for My Review Would Go, If I Had An Idea For a Title
What do you like best about the product?
Freshdesk is easy to train employees on. Navigation is intuitive and the level of customization to match our offerings was easy to set up.
What do you dislike about the product?
It's a picky thing to dislike, but the fact that the Contacts uses a single name field is a bit limiting. I'd prefer the ability to mark first name and last name (even if those aren't globally used values) just to speed up and improve the auto-response addressing of emails.
What problems is the product solving and how is that benefiting you?
Our tech support team is small, but globally distributed. Sharing an inbox lead to a lot of confusion over who was responsible for what, but Freshdesk allows us to assign tickets clearly, share a knowledge base and has lead to improvements in our support offerings now that we have a customer support center & chat widget available.
Recommendations to others considering the product:
Many organizations end up considering tech support solutions just because they're already using a platform for other purposes. For example, we were asked if we could implement something using Salesforce. Luckily, we were given the freedom to choose a platform that worked best for our team.
Great software with a professional support team
What do you like best about the product?
Freshdesk streamlines our customer support process significantly, with an intuitive interface, canned solutions, FAQs, etc. It saves us a lot of time and our customers love it. When we have questions or need help, the Freshdesk support staff is quick to respond, knowledgeable, and professional.
What do you dislike about the product?
Ticket threads are displayed with the most recent interaction at the bottom and I wish it were at the top. Perhaps there is a way to change this, but I haven't found it (and I haven't asked about it).
What problems is the product solving and how is that benefiting you?
We are a small company with a large number of customers. We have a strong reputation for providing excellent technical support to our customers, and the process needs to be as streamlined as possible. Freshdesk minimizes the time to provide support, and at the same time makes it easier to provide high quality support. We have recently begun using Freshsales as our CRM and the integration with Freshdesk is really useful.
Recommendations to others considering the product:
Consider other apps from Freshworks and how they work together. Take the time to trial multiple products, and interact with their technical support staff.
Great tools with lots of features, still room to improve
What do you like best about the product?
cost is reasonable, support is good. features are rich
What do you dislike about the product?
assigned agent can not provide a good solution on our request on email setup during trail period.
mobile version app need to improve and adds more functions to align with desktop version
mobile version app need to improve and adds more functions to align with desktop version
What problems is the product solving and how is that benefiting you?
in need a support system. freshdesk offers a better way to manage customer requests
Recommendations to others considering the product:
great tool with good price. good for SME.
New Customer Experience
O que você mais gosta the product?
The product is great, but what stood out was the outstanding customer support and response time - in helping us setup.
O que você não gosta the product?
After having compared to two other products we decided to go with Freshdesk. Nothing so far that we dislike.
Que problemas é the product E como isso está te beneficiando?
Our customer support
Recomendações a outras pessoas considerando the product:
Best sales engagement as compared to its competitors
Great for growing company
What do you like best about the product?
That the system is can grow as the company grows..
What do you dislike about the product?
The new mint version was down for 2 to 3 days.
What problems is the product solving and how is that benefiting you?
Organizing customer emails from various locations. The chat feature is a great way to interact with our customers.
Recommendations to others considering the product:
Take it bit by bit it can be overwhelming at first.
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