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A breath of fresh air & very intuitive
What do you like best about the product?
We just started using Freshdesk as our Technical Support interface for both internal and external customers. Learning how to navigate Freshdesk and all its features has been very easy and intuitive.
What do you dislike about the product?
When forwarding a ticket to a non-Agent, the history of the entire ticket is not included.
What problems is the product solving and how is that benefiting you?
Freshdesk is a very efficient way to track, monitor, and assign tasks compared to our old way of using MS Outlook. It's almost impossible now to forget or miss responding to every incoming question.
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Good Product with Great Support
What do you like best about the product?
We love the responsiveness from Freshdesk support. They have assisted us from everything with the initial setup to custom Powershell scripts to import pictures to Freshdesk customers. Your questions will be heard and addressed.
What do you dislike about the product?
There were no scripting examples involving Powershell. Thankfully support helped us out with this.
What problems is the product solving and how is that benefiting you?
We now have the ability to answer help desk tickets from anywhere thanks to the Freshdesk app. We have custom scripting in place to sync with AD in order to populate new customer fields and information. And we have after hours rules set up to make sure we're notified of new tickets that come in outside of normal business hours.
Recommendations to others considering the product:
Find out what you really need in a service, evaluate two to three options, put them through trial runs, and find the solution that fits for your company.
Freshdesk
What do you like best about the product?
The Freshdesk helpdesk system is quite easy to use.
What do you dislike about the product?
There are some things, like the support portal that could use some more customisation options.
What problems is the product solving and how is that benefiting you?
We're using it for our technical customer interaction.
Stellar Customer Service Experience
What do you like best about the product?
The entire product of Fresh Desk for customer service management is simply great.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
What do you dislike about the product?
The mint experience. Though it offers a cleaner view of the dashboard, sometimes it is not refreshed on time and have to log in again to get the updates on dashboard.
What problems is the product solving and how is that benefiting you?
Customer Service streamlining and structuring. easy to quantify.
Recommendations to others considering the product:
Great to use. Understand the product first. much easier when you get used to it..
Easy to Use Help Desk
What do you like best about the product?
Easy of setup, expandability, ease of use for both users and Techs, personalition, and the excellent support.
What do you dislike about the product?
I think at times it can lock you into the presets vs letting you customize the way you needed it. Can be limiting
What problems is the product solving and how is that benefiting you?
Our tickets system for users in our business
Freshdesk
What do you like best about the product?
flexibility and ease of use when setting up. adjustment of threshold is easy.
What do you dislike about the product?
the customization is not easy and sometimes it slow down
What problems is the product solving and how is that benefiting you?
it works for small companies also and it is designed to sorting different task from my client easier
Recommendations to others considering the product:
recommended for great customer support
Intuitive and Effective system that can be tweaked to suit Dynamic Business Conditions!
What do you like best about the product?
The easy user interface with minimal training support required - the reporting - the ability to see live dashboards!
What do you dislike about the product?
nothing so far! oh yes - if only i could customize the name for the system users from 'Agents' to a terminology more suited to our org culture.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as our soultion to serve our Associates - we are intuitive and slick centralised HR team team serving 3,500 + associates!
Recommendations to others considering the product:
HR departments that value their resources like a Customer.. should definitely explore this option.
Easy to use app
What do you like best about the product?
Easy to use and navigate. I like the social media plug ins too.
What do you dislike about the product?
Tickets aren’t able to be tracked for assessment.
What problems is the product solving and how is that benefiting you?
This is an easy to use helpdesk option for customers.
Simple and light, yet powerful. Thanks to this help desk we increased performance by 240%!
What do you like best about the product?
Knowledge base and ability to create auto response based on articles written there. It is helping us a lot. We just upload all user manuals and tutorials there. Now almost 50% of customers just find answers on their own.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
What do you dislike about the product?
It's not easy to create different pages with different ticket forms. You have to edit page code. Maybe its not a problem for website designers when and when you know java, but it should be easier for less advanced users.
What problems is the product solving and how is that benefiting you?
More ticked answered, faster response and knowledge portal - thanks to this we increased sales, overall happiness of customers and improved product that we sell.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Recommendations to others considering the product:
Give it a try for a month - you will never switch back to standard ticketing systems.
Affordable customer service ticketing
What do you like best about the product?
In a price-per-feature evaluation, Freshdesk is great. It gets the bare basics out of the way and has a variety of customization options. We moved from an home-made internal-only ticketing system to Freshdesk and we really appreciate the recordkeeping of client communication and being able to look at all our teams stand in a glance.
What do you dislike about the product?
Very poor support of customers that don't have an email address, or mixed corporate customers where initial contacts may not have an email address, but their supervisors that need to watch the ticket do. Have to rely on a separate system for internal project tracking/planning. On lower-tier plans (or maybe all plans?) unable to do customer-centric reporting (such as ranking customers by complaints) or considering external stats for reporting (such as comparing number of calls logged in phone system for a client against the number of complaints or errors generated for that client). But then again, the price other systems charge (IF they offer those things) is often far too much for the benefit provided.
What problems is the product solving and how is that benefiting you?
Collecting, tracking and responding to client complaints for a 3rd party call center. Ensuring prompt responses and tracking performance and errors over a long period of time.
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