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Simply works
What do you like best about the product?
Flexibility and ITIL compliance. The new mint look and support to the product
What do you dislike about the product?
Lack of free integration with Trello, lack of free integration with own SIP system, lack of integration with new Google chat
What problems is the product solving and how is that benefiting you?
Support cases from customers and internal IT.
Helps keeping a tab in all issues and organised
Helps keeping a tab in all issues and organised
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nothing to complain about
What do you like best about the product?
The best feature is when you reply to a ticket, FreshDesk automatically starts with "Hi [FirstName]". It sounds silly but it saves so much time and it's super useful. I also like that when I add a new customer you can just add "full name" and it some how divides it into fname and lname. So that's pretty cool
What do you dislike about the product?
I don't like the way they sort tickets. For some reason I just find the navigation of open and closed tickets to be sorta clunky. also, I setup my notifications to get an email when a ticket is assigned to me and when I click the link in my email, it doesn't open the ticket in freshdesk for some reason so I just copy/paste the ticket id into freshdesk which is also slightly annoying.
What problems is the product solving and how is that benefiting you?
We are able to track every customer support ticket in one place. We can also see a history of tickets per customer and see how much time they actually take to support etc.
Recommendations to others considering the product:
one of the great time savers is that form that looks like an "contact us via email" type form but really it searches the answer to the question the person is asking. This form saves our support team from answer tickets b/c the person can get their own answer.
Overall a great value for money, feature-rich with fast and friendly support team
What do you like best about the product?
First is value for the money! The interface is very user-friedly, easy to navigate and administer. Love various automatic options such as Dispetcher, Supervisor and Observer. Other great features we find very useful are Email-to-Kbase and customer support portals. Also ability to instantly add day passes for occasional agents.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
Freshdesk Support team is very efficient, friendly, helped me as an administrator to set and understand many things. I am very greatful.
What do you dislike about the product?
The fact we cannot edit or remove some default fields from Ticket properties. The fact it's not flexible enough in some situations, like when we need to create a new ticket that is NOT initiated on behalf of 3rd party or customer, but rather agent themselves is a requestor.
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
The fact there's no option to edit font size in replies and notifications, or set up different font styles..
What problems is the product solving and how is that benefiting you?
Freshdesk was set up for our department (not company overall, as we use ticketing systems) to improve customer experience and support processes, as we develop more applications. It gives us an opportunity to serve our internal customers in a more timely manner and provide them with web-based customer support portal for instant solutions.
Recommendations to others considering the product:
Recommend as great value for the money!
Great Support Staff
What do you like best about the product?
Staff is knowledgeable and helpful. They work hard to help resolve our problems.
What do you dislike about the product?
Sometimes support calls / chats are not answered.
What problems is the product solving and how is that benefiting you?
Help desk ticketing system
Recommendations to others considering the product:
Not sure
Great product, even better Customer Service
What do you like best about the product?
Let's us work as a team and we use it to archive customer service issues. With simple tools, we can classify most of the issues that come into the customer service email account and dispatch the right individual or stock answer.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
What do you dislike about the product?
Sometimes a little difficult to setup the exact way you want, but see what we like best!
What problems is the product solving and how is that benefiting you?
We wanted a way that we could centalize the customer service function; which is key to our success; in a way that all stakeholders could have optics.
It has succeeded.
It has succeeded.
Recommendations to others considering the product:
Take your time and test out all the features.
Excellent product
What do you like best about the product?
The interface is simple and intuitive. Customer service is exceptional.
What do you dislike about the product?
Some small bugs here and there that are fast resolved after reporting.
What problems is the product solving and how is that benefiting you?
The complexity of customer service. It makes it easy for our team to communicate all issues.
Freshdesk for Customer Support
What do you like best about the product?
Freshdesk is helpful for organizing customer tickets and keeping track of everything that needs to be done.
What do you dislike about the product?
It would be nice if Freshdesk had a to-do feature to go with the tickets for later follow-up!
What problems is the product solving and how is that benefiting you?
Organizing hundreds of tickets is really great and definitely solves our overflowing inbox problems.
Great ticketing platform
What do you like best about the product?
simplicity, personalization, app
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
it is a complete platform but it is easy to use and integrate
the app is great but also web interface is very efficient
What do you dislike about the product?
price...a little bit too much for small businesses...anyway free version is great
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
a little bit rigid roles organization and notifications
customers contacts database should integrate with other addressbook services
What problems is the product solving and how is that benefiting you?
Customer care...basic support requests
Recommendations to others considering the product:
Maybe one of the best tt platform outthere
I love this program! It helps me stay on track
What do you like best about the product?
I'm really bad at getting back to tasks that have been put on hold. Before, trying to manage my client support requests was a nightmare. I'd get involved in something else and forget to come back until the client was irate. Now, I can see every open issue and what needs to be handled. I also like that I have an app on my phone for emergency support. Also, the customer support when we find bugs is amazing. Literally hours to turn around.
What do you dislike about the product?
Nothing really so far. It's been really useful. I guess my only issue is that so many of our tickets end up with the title New Entry: Open a Support Ticket when our users create the tickets. But that might be user error. I haven't investigated.
What problems is the product solving and how is that benefiting you?
Our clients are happier. They know what's going on and can check our work in progress. And fewer things fall through the cracks when they get overridden in importance with an emergency.
Recommendations to others considering the product:
I can't say enough about how wonderful this product it, and how it has helped me provide better service to our clients and keep on track.
Fantastic way to track customer interactions and tasks
What do you like best about the product?
Other coworkers in my team can access emails from customer so customer gets much faster response. You do not need to rely on the customer hitting "reply all". I love the corresponding phone app that works seamlessly.
What do you dislike about the product?
I honestly have not found any issues yet.
What problems is the product solving and how is that benefiting you?
Better customer interaction within my sales team. We have have open access to customer tickets and can see previous interactions.
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