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Fresh Desk Support
What do you like best about the product?
The simple and easy to use. You can customize canned responses easily. The support folks are swift to respond and easy to talk to.
What do you dislike about the product?
Could have sent more details of the last update earlier. The new version needs a bit of getting used to. I still find myself using the old version more often.
What problems is the product solving and how is that benefiting you?
Customer service and Technical support queries.
Recommendations to others considering the product:
Freshdesk is considerably easy to use than other platforms that I have used before. Canned responses are easily made to increase productivity and reply time on queries. Customer service are quick to respond to any query that you might have with the platform.
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Great Help
What do you like best about the product?
The friendliness of the support team. They were always there to help and had fast responses. When I submitted a request they always had a fast answer which I definitely appreciated a lot. They always treated me like I wasn't a task they had to perform and get paid for. They treated me like a friend. It was hard to give them bad feedback if they couldn't answer a question because I knew that they could. It could be me not giving them enough information sometimes but I just always felt valued. They included screenshots of things (visuals) to help out. Although I occasionally didn't get an answer that helped they were still kind and tried their best to be helpful.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What do you dislike about the product?
I didn't like when one of my questions was not answered correctly. It was hard not knowing how to do certain things and some things to set up became confusing and hard to do. The Live chat was hard to understand how to set up.
What problems is the product solving and how is that benefiting you?
It helps me give support for my company to those that experience bugs while playing our games.
Recommendations to others considering the product:
Use this! It is super helpful!!
Intuitive work order system with great support
What do you like best about the product?
There are tons of different things that some people would need and others wouldn't in organizing customer work orders and issues. Freshdesk makes the obvious things extremely easy and has been relentless in trying to improve the tool to gear toward the things we might feel we need. They have always been immediately available to suggest workarounds or common practices in order to help us solve problems.
What do you dislike about the product?
Freshdesk is obviously a little younger than a lot of software out there. While the tool is always getting better, there are some things I would like to be a little more customizable (i.e. automated processes for categorizing tickets).
What problems is the product solving and how is that benefiting you?
We deal with the customers and operators of multiple clients. With Freshdesk we're able to provide a professional and intuitive interface for those needing assistance, while at the same time organizing and tracking the issues by the categories we see fit.
Recommendations to others considering the product:
This software is definitely a major competitor in its category. We chose Freshdesk the cost of other major competitors didn't necessarily add a benefit or was much bulkier and less user-friendly. While you should do your research and make sure it will cover your "must haves", its done that and more for us.
Great Tool with, unsurprisingly, great customer support
What do you like best about the product?
Robust features, responsive support, good UI
What do you dislike about the product?
Dashboard, reporting and analytics do not provide helpful info.
What problems is the product solving and how is that benefiting you?
Technical Support issues
Help desk that fits your needs
What do you like best about the product?
I'm really impressed how Freshdesk provides value to organizations of all sizes and budgets, with the greatest possible flexibility.
What do you dislike about the product?
The fact that Freshdesk has no native integration with Instagram yet
What problems is the product solving and how is that benefiting you?
Well, I think that Freshdesk is the only Helpdesk that gives the user the option of when the trial period expires, they can continue using this great Helpdesk in its free version (Sprout) and it works in an extraordinary way! Mainly for small organizations with modest or basic needs, the Sprout version of Freshdesk, I think it's very powerful
Recommendations to others considering the product:
Freshdesk gives to all the users access to a level of customer communications and attention that they didn't imagine
A great Helpdesk solution
What do you like best about the product?
Ease of use. Intuitive. Helpful customer support.
What do you dislike about the product?
I wish there were more features at our current level, especially with reporting.
What problems is the product solving and how is that benefiting you?
Customer Service tickets, unification of issues for quick turnaround.
Co-Founder / CTO
What do you like best about the product?
Ease of use on the setup. Was very clear!
What do you dislike about the product?
Perhaps too many packages to choose from?
What problems is the product solving and how is that benefiting you?
Support requests from our website.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Maintaining conversations in a better place to share and collaborate on issues vs. email threads that are stateless.
Recommendations to others considering the product:
Identify your needs and test it out for the free trial period.
We use freshdesk to handle our customer demands, contact suppliers and other service providers.
What do you like best about the product?
The design is pretty sober and i can agglomerate the data I need rather quickly. Whenn somethiong does not work as supposed for me, customer service helps me out promptly via chat.
What do you dislike about the product?
I think I could use some more detailed information on unresolved tickets at a certain times, for example my backlog at 5pm on friday. Analyzing the productivity of an agent could nbne easier, as well. The exports are pretty complete, but not user friendly enough.
What problems is the product solving and how is that benefiting you?
I can channel the customer demands, guarantee tracability and dispatch work efficiently between employees and external service providers.
Freshdesk
What do you like best about the product?
The support system is super hel[ful, even while I am on the sprout plan
What do you dislike about the product?
i don't have access to as much data as i would like
What problems is the product solving and how is that benefiting you?
Support services
Recommendations to others considering the product:
Great tool
Simple. Smart.
What do you like best about the product?
Easy working with Tickets, Customer Relations and a good Tool to focus on resolving Tickets. One of the best Tools for smaller Companys!
What do you dislike about the product?
Right now, I did not know anything special what I do dislike, well sometimes there are to many clicks to put the the Ticket into the right Team and Priority.
What problems is the product solving and how is that benefiting you?
Task and Tickets, we have no other Tool for this and this help us growing and building an good infrastructure
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