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Solid support portal, with room for improvement
What do you like best about the product?
The system is reliable and we have had very few issues with it working as it is intended to.
What do you dislike about the product?
There are some limitations that the support team simply hasn't fixed in a long time. Any time we have asked about specific features that do not currently exist, it seems pretty clear that Freshdesk has no intention of making updates based on customer feedback. For example, changing the background color of live chat for different products so our agent knows which type of customer is writing in- the Freshdesk team just said that they can't do it. It seems like a feature that would be helpful for many people, so you'd think they would put it in a development queue.
What problems is the product solving and how is that benefiting you?
Customer service. We have been able to utilize Freshdesk as an email support channel for our customers, as well as FAQ.
Recommendations to others considering the product:
I do recommend it, but be aware that there may be some features that aren't included!
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Not new to help desk software
What do you like best about the product?
The simply integration of my email and canned responses is saving my team a ton of time.
What do you dislike about the product?
I would have loved a 60-90 minute setup call rather than chatting in over and over.
What problems is the product solving and how is that benefiting you?
We are solving having multiple people on one email inbox. They now can collaborate and sew what each other is working on.
Easy to use with great support
What do you like best about the product?
Easy to train new employees on the workflow in the GUI.
What do you dislike about the product?
Setting up rules can be difficult and confusing at times. It took a long time for us to get used to it and make them work properly.
What problems is the product solving and how is that benefiting you?
It makes it easy for us to go to one spot to handle all customers from our many channels.
Recommendations to others considering the product:
Having a person who understands ticket systems is important as an Admin. Without a confident admin setting up freshdesk can be difficult.
Exceptional Technical Support Team
What do you like best about the product?
The approach of various members within the Technical Support Team to make sure that issues are resolved with a prompt approach in a solution.
What do you dislike about the product?
There could be some advance admin options that allow bulk management of tickets and cases rather than relying on setting up Supervisor rules.
What problems is the product solving and how is that benefiting you?
Channelling our customer issues in one area but also providing them with a front end knowledge base to self serve better.
Recommendations to others considering the product:
Greater advance options within the Admin area to enable greater management of tickets.
Allowing a more adaptable stylesheet.
Allowing a more adaptable stylesheet.
Just an all round good system
What do you like best about the product?
Its good because the ability of Dispatch'r and automations mean that we can actually halve our workload. Makes things in the office much easier
What do you dislike about the product?
The search facility for emails can be clunky sometimes. It needs to be a bit more patient sometimes when you are typing in the information
What problems is the product solving and how is that benefiting you?
The ability of customers who are on previous versions of the application we are able to make sure that already the level of automation to get them to upgrade is much easier. Half of the tiem the issues of the customer end up being fixed by this automation
Recommendations to others considering the product:
I assume that the setup will take sometime from the start - however the support team everytime I have had to use them I have had no issues with. It is a bespoke system that lets us all do exactly what we need to and the reporting makes things much easier at the end of the month
Sleek but Flawed
What do you like best about the product?
Very easy to learn and use, nice sleek, appearance.
What do you dislike about the product?
Features are lacking. We need different portals for different groups (Not different products).
What problems is the product solving and how is that benefiting you?
Library problems. It's nice to have older tickets on hand to reference and the capability to access recommended solutions.
Recommendations to others considering the product:
Make sure it has all the features you need, for our purposes it's a bit lacking.
Freshdesk has been amazing to work with
What do you like best about the product?
Automation and workflows are easy to set up
What do you dislike about the product?
Making changes after initial setup can sometimes be a challenge and the data stored can be lost if the wrong change is made
What problems is the product solving and how is that benefiting you?
Great reporting leads to better management and staffing decisions
Solid Product, Severely Lacking Support
What do you like best about the product?
Out of the box, FreshDesk is easily setup and implemented in a very short time frame. In just a few hours we had transitioned all of our traditional email support channels over to FreshDesk. The product excels nearly everywhere you'd like it to. Integration into their other suites is a plus, see the "dislike," area.
What do you dislike about the product?
FreshDesk (and the rest of FreshWorks) has absolutely awful sales and technical support departments. I was transferred 4 times during an online chat session, multiple times with no notice. I am presently 1 week deep into a fiasco with SSO implementation which I was told was adequately supported in PRESALES (which it took nearly 3 days just to get a sales rep to follow up to our inquiry), subsequently would take a workaround that they would implement "by tomorrow," 6 days ago. Their cross product integration, the reason we actually chose FW over any other product suite, leaves quite a bit to be desired. Presently it's half baked, at best.
What problems is the product solving and how is that benefiting you?
Customer support has been significantly streamlined, allowing individuals to know who is handling which particular inquiries and the subsequent status of them.
Recommendations to others considering the product:
Utilize the trial feature. Run through absolutely every portion of implementation that is important to you - don't assume that because you have a positive experience in one area, that you can expect that through out the entire product.
Awsome Tool to analyse tickets
What do you like best about the product?
We are using this app to analyse the tickets created. It is simply just awesome tool. I really liked it.
What do you dislike about the product?
API key limit is the problem while fetching the data.
What problems is the product solving and how is that benefiting you?
power bi
Completed helpdesk ticket system and good support
What do you like best about the product?
Completed features and good support with fast respond.
What do you dislike about the product?
Agent need to access freshwork page before can access to agent account.
What problems is the product solving and how is that benefiting you?
Easy to manage and follow up status of ticket.
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