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Freshdesk Review from Support Team Manager Perspective
What do you like best about the product?
Quick support, layout is generally intuitive
What do you dislike about the product?
Sometimes chats and phone tickets get lost, I believe the migration to the new phone system may help with this though which is great news.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
Reminders in regards to what may need to change when creating groups/business hours etc. E.G If I create a new group, prompt me to check the dispatcher rules or ask me if I want to copy the same rules as other groups.
What problems is the product solving and how is that benefiting you?
We track our support agents activity, implementation of best practices, common issues that we can get ahead of for our clients
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Livechat Support
What do you like best about the product?
Fast reply from Freshdesk to resolve my questions about configuration issues
What do you dislike about the product?
There is not a section for uploads and downloads files on the selfservice portal
What problems is the product solving and how is that benefiting you?
fast and efficient support, control and monitoring of our support for our customers
A ticketing system to manage internal work orders
What do you like best about the product?
Freshdesk allows our team to communicate urgent and non urgent work orders and requests of staff on an organized platform.
What do you dislike about the product?
The ticketing system we have doesn’t allow for edits to be made on previously submitted tickets. Revisions come through with a new ticket number which makes it not as easy to consolidate changes in one place.
What problems is the product solving and how is that benefiting you?
We are communicating maintenance requests and setups needed. It allows for details to be listed and explicitly said and executed accordingly.
The best simple helpdesk
What do you like best about the product?
Everything is straightforward, yet completely customizable. We have been able to brand it as our own and the users love it. It is at the right price point too.
What do you dislike about the product?
Nothing really. The platform works very well for us as is.
What problems is the product solving and how is that benefiting you?
We are able to not only keep track of open issues for users, but collect history which saves us time when we have repeat issues.
Recommendations to others considering the product:
Stop considering and just do it.
We integrate easy with freshdesk
What do you like best about the product?
Documentation, rules, webhooks and support
What do you dislike about the product?
We need staging environment to developer and test.
What problems is the product solving and how is that benefiting you?
Automatic tickets and call center
Recommendations to others considering the product:
Staging environment
Won't look back
What do you like best about the product?
We are an ISV that switched from using Spiceworks to Freshdesk. It couldn't have been any easier to get setup. The interface is very intuitive and for anything else, the guides are in depth and provide enough detail without having to contact support.
What do you dislike about the product?
It would be nice if you could pick and choose features and come up with a custom plan. The Blossom plan had 95% of what we needed, and we wanted a couple features from the Estate plan. Freshdesk was very good about working with us on a price that we all could agree on.
What problems is the product solving and how is that benefiting you?
Track and organize support tickets from our numerous customers. Detailed reporting so we can see what requests/customers are taking up the most of our agents time.
Recommendations to others considering the product:
Try it out. The 30 day trial was fully featured and within a couple days we knew it would provide substantially more value than our existing system.
Single Platform for all Support Queries
What do you like best about the product?
Does a great job of assisting with the consolidation of support tickets from multiple sources to a single source. The core UI for logging and responding to tickets has been drastically improved in the last few months. Ample features on the free plan are really appealing, especially for startups and small & medium enterprises.
What do you dislike about the product?
While the UI of the core ticketing system in easy to use, that of the admin panel and other configurations is certainly more complex and has a steep learning curve. The pricing is a bit prohibitive (especially for early-stage companies) if one opts for a paid plan as it operates on a per agent per month pricing model.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
Text formatting of auto-reply emails is fixed and looks quite pedestrian.
What problems is the product solving and how is that benefiting you?
Consolidating support tickets from multiple sources into a single source with basic analytics across clients was the need of the hour. This was achieved after configuring Freshdesk to our satisfaction.
nice ticketing tool
What do you like best about the product?
simple GUI,user friendly its complete freware
What do you dislike about the product?
Ticket not created immediately late response
What problems is the product solving and how is that benefiting you?
tracking of ticket
Superb so far, only a week into live usage
What do you like best about the product?
Intuitive interface, very easy to use with no training, clean and tidy layout. Support response is quick and really helpful. Levels of user is a great idea too so staff can have access without being a full time agent, although we are still using the free version at present, I'm sure we will upgrade once we are utilising it fully.
What do you dislike about the product?
Not much yet, have had a bug with a company being deleted, but have been offered a workaround to close it. It would be nice to be able to turn off auto emails when you create a ticket manually and leave them on for incoming emails for clients, but this may be an upgrade option?
What problems is the product solving and how is that benefiting you?
We were using an email folder for our support and using Outlook categories to assign issues and manually sending a generic response, as well as tracking issues in Trello, which was very time consuming. We now have to simply allocate the issue to a user and our users are already tracking their issues using the Portal, meaning we've added to our customers positive experience too.
Recommendations to others considering the product:
You can do a full free evaluation, no trial period, so you can get a good feel for how it works knowing what you would get when you go live. Great to test all the functionality in the 1st package.
Freskdesk - good for tickets, bad for searching
What do you like best about the product?
The ticketing system is easy to use, the gameification features work well, canned responses and automation all help ticket management. The support staff for Freshdesk are helpful and friendly.
What do you dislike about the product?
The ticket searching can be completely terrible with it occasionally unable to find live tickets which are clearly visible in open queues.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us get on top of our customer support and enabled us to track problems while keeping the customer aware of how their issues were progressing
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