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Great
What do you like best about the product?
the clean, minimal UI, ability to chat with team members on specific tickets.
What do you dislike about the product?
some key features that should be frojt and center are hard to find or embedded below other settings
What problems is the product solving and how is that benefiting you?
trying to keep track of response times and realize the benefit of having custom tags!
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use cases: tech support and travel industry
What do you like best about the product?
how flexible the team is to adjust things for your case.
how you can adjust almost any notification (still working on removing the "almost").
how you can adjust almost any notification (still working on removing the "almost").
What do you dislike about the product?
some decisions FD has made only thinking on some use cases, leaving no room to adjust to more cases.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
What problems is the product solving and how is that benefiting you?
team work. security against mistakes. lower response time.
speed up agent work.
reporting
speed up agent work.
reporting
Recommendations to others considering the product:
ask for an account manager. and escalate your concern to him.
he'll be helpful
he'll be helpful
Needs work
What do you like best about the product?
Chat support
What do you dislike about the product?
There is always a bug. As soon as something is fixed, something else goes wrong. It takes several weeks for bugs to be fixed.
What problems is the product solving and how is that benefiting you?
We are able to review our ticket trends and volumes
Great bang for your buck
What do you like best about the product?
Freshdesk is easy to learn and the mobile app makes it easy to respond to inquires "on the go".
What do you dislike about the product?
The helpdesk site will go down 1% of the time, but is usually back up in little to no-time.
What problems is the product solving and how is that benefiting you?
We're able to log and track issues easily. Its has been critical for our business and allowing multiple agents to use monitor incoming inquiries.
Recommendations to others considering the product:
I would advise users to try the product out and to reach out to their company if you have any questions. From experience, companies are very willing to talk to you if you have a genuine interest in what they do and what they can offer.
Flexible and growing helpdesk solution
What do you like best about the product?
Very flexible. Continuous updates. Easy to install and begin using it, but with lot of features if you want to go deep and connect with other apps. For example we use our internal authentication system (Active directory) to authenticate our users into freshdesk and allow them.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
What do you dislike about the product?
Integration with Skype for business and onedrive for business are missing.
Ability to export the knowledge base is missing.
Ability to export the knowledge base is missing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for our users.
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Recommendations to others considering the product:
Freshdesk is the right choice, easy to use and fully customizable.
Good Helpdesk Software
What do you like best about the product?
Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).
What do you dislike about the product?
As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us.
If there is an issue it sometimes takes a while till it is solved.
If there is an issue it sometimes takes a while till it is solved.
What problems is the product solving and how is that benefiting you?
We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).
Nice application for start ups
What do you like best about the product?
Its a good appliacation which can used for start ups for ticketing requirements
What do you dislike about the product?
Cost can be reduced , its quiet expensive , especially the cost of phone calls overseas
What problems is the product solving and how is that benefiting you?
We are using it for movie distribution worldwide
New manager to start up follow the sun support
What do you like best about the product?
What I like when I recently started setting up this project is the online chat to help with questions
What do you dislike about the product?
No all our required functionality is implemented yet, so I would love to make suggestions for future developments.
What problems is the product solving and how is that benefiting you?
We have several offices around the world, we are going to centralize all support tickets through freshdesk.
Freshdesk support
What do you like best about the product?
I love how cross platform support is easily handled with Fresh
What do you dislike about the product?
Notifications, If you are offline till next shift notifications will all pop up when you log in the next day.
HAving to close 1000 notification windows is distracting.
HAving to close 1000 notification windows is distracting.
What problems is the product solving and how is that benefiting you?
Help desk, client support
Recommendations to others considering the product:
Freshdesk is all in one tickets and customer service platform.
Freshdesk is Great but Lacks Organization
What do you like best about the product?
There are many underlying functions that can be performed in Freshdesk that allow for great cross-departmental communications. Issues are easily tracked and driven towards solutions.
What do you dislike about the product?
Freshdesk is very unorganized and messy if not properly rolled out to a company/enterprise. The depth of Freshdesk calls for many superusers that must know the functionality and capabilities this tool has to offer.
What problems is the product solving and how is that benefiting you?
Customer Concerns, Hardware and Software Customer Issues, EHR Credential Request and Revocations, Compliance Policy Adherence
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