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Very Helpful Support Team and Great Features
What do you like best about the product?
All in one support portal very helpful and friendly staff. They solve our problem on call. We have imported our contacts from pipeline deals to freshdesk. It is very easy to import content as freshdesk is compatible with other softwares and has apps to merge. We can set sla policies and monitor reports. Everything is present.
What do you dislike about the product?
nothing it is very good. The support has been very helpful specially Vikram and Sarnaya.
What problems is the product solving and how is that benefiting you?
Customer dealing
Ticketing
Automation of ticket assignment
Knowledge Base
Ticketing
Automation of ticket assignment
Knowledge Base
Recommendations to others considering the product:
best software for ticketing and automation
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Quick setup and simple to use !
What do you like best about the product?
Simple user interface, great dashboard screen, drill-down reports are great.
What do you dislike about the product?
The multilanguage features could be improved on (not everything can be translated).
What problems is the product solving and how is that benefiting you?
Improved customer service, centralized knowledge base, better team work.
Excellent Service
What do you like best about the product?
Timely Response. Efficient staff. Clear guidance for quick resolution.
What do you dislike about the product?
We currently do not have any issues or complaints at this time.
What problems is the product solving and how is that benefiting you?
Internal service related tags can be reported by staff and organized so they can be quickly sent out to the appropriate manager for resolution.
Recommendations to others considering the product:
Should be a top consideration when implementing a software
great
What do you like best about the product?
the speed of response layout and qulaity of the process flows
What do you dislike about the product?
not alot really if i was being critical some of the automation set up could be easier
What problems is the product solving and how is that benefiting you?
it support logging we good reporting
A very supportive team behind Freshdesk
What do you like best about the product?
We've only been using Freshdesk for a few months now. Though the support we have received on problems and questions has been really good. Both on our Trial, where we didn't pay and on our payed license.
I like that we always have the same person helping us in case we need assistance.
I like that we always have the same person helping us in case we need assistance.
What do you dislike about the product?
So far we haven't stumbled upon anything to dislike yet.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for our own ICT department. To help our employees within our organisation with all IT related questions and problems.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
Recommendations to others considering the product:
Depending on your needs you'll have the option to choose the correct payment plan. We're currently going with the Blossom plan which meets most (nearly all) of our requirements.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
Automated Rules + Supervisor Options + Reporting + Employee Accountability + Badges = A+
What do you like best about the product?
Held staff of a "common/shared" email address accountable for their "actions" or "lack of".
What do you dislike about the product?
Global pricing regardless of Agent role.
What problems is the product solving and how is that benefiting you?
Addressing problems: Accountability addressed overall with respect to answering/ignoring customer inquiries, automation rules to archive, forward, tag, assign any incoming email to the respective internal teams, visibility to "weaknesses" when responding to incoming emails/"tickets".
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Recommendations to others considering the product:
Recommendations:
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
Great features and support to go with it
What do you like best about the product?
The ability to add multiple phone numbers for $1/ea/mo makes expanding the system for multiple locations very easy. The rules to route tickets by are straightforward and easy to configure.
What do you dislike about the product?
The API is very limited, making it difficult to communicate with external systems. And the voice prompts for the phone system are fairly limited, too.
What problems is the product solving and how is that benefiting you?
We are using it to capture quote requests and follow up with contacts to answer their questions before purchasing.
Freshdesk is a great tool for customer support across mutiple teams
What do you like best about the product?
Records conversation and making tickets to quickly update other members of the team about what is going on. Easy to keep track of your tickets and update them when needed
What do you dislike about the product?
The app for the Iphone does not seem as user friendly using as the web browser. It is tough to make a call or bring up the call history as you can in the web browser.
What problems is the product solving and how is that benefiting you?
Taking lead calls and customer calls on a variety of different issues for running a behavioral mental health practice. It helps organize all incoming requests in a way where I can priorities tickets based on urgency.
Recommendations to others considering the product:
If you have questions, utilize their support team who is extremely responsive and can custom make a lot of features to better suit needs
Easy to use ticket system for support
What do you like best about the product?
Freshdesk is extremely easy to use. No training needed.
What do you dislike about the product?
The reporting capabilities are fairly basic. Would like to run more robust support reports.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to track our tickets and offer a self-service helpdesk.
The best support software I've used
What do you like best about the product?
It's ability to easily handle multiple tickets, with constant updating, and ease of use.
What do you dislike about the product?
Some of the built in metrics and features and just not usable.
What problems is the product solving and how is that benefiting you?
Vastly increased management of open support tickets.
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