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Great Platform
What do you like best about the product?
Easy to use, instant support.
It is really what I need for my business.
It is really what I need for my business.
What do you dislike about the product?
Nothing. I regred not finding this product earlier.
What problems is the product solving and how is that benefiting you?
Centralizing customer requests.
Recommendations to others considering the product:
Just use it.
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Freshdesk user
What do you like best about the product?
Easy to navigate and assign tickets to customers.
What do you dislike about the product?
I do not like how they order the emails in the platform.
What problems is the product solving and how is that benefiting you?
Easy to keep track of customer
Recommendations to others considering the product:
Use all the features it offers.
Simple, Easy, Powerful
What do you like best about the product?
I like the intuitive user interface which allows for fast navigation, leading to faster customer response times.
What do you dislike about the product?
The reports are not customisable enough.
What problems is the product solving and how is that benefiting you?
Customer service prioritisation, Live chat help desk functionality.
Efficient service and great ticket tracking
What do you like best about the product?
Freshdesk organizes tickets and resolutions in a way that is easy to keep our customers up to date on how we are resolving their concerns. The customer gets notified in an email of a change to their ticket.
What do you dislike about the product?
It is a little difficult to organize and see common questions and issues that come across. If you have multiple support people looking at all the tickets, you might not catch common requests/issues.
What problems is the product solving and how is that benefiting you?
We are a software as a service company, so customers are emailing in with functionality, documentation, and glitches that might be going on. We are keeping track of those with solutions and trying to improve our product and get our help documentation to a point where customers can self-help if they prefer to do it that way. Freshdesk has a way to categorize tickets and to see how many of a type you are getting. We have used this to train our staff to better support as customer requests and questions come in.
Good ticketing system
What do you like best about the product?
The Freshdesk dev team does a great job working with us to customize our portal to look like our company website.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
What do you dislike about the product?
Further development of the Discuss feature should include the ability to add a discussion to a ticket after discussion terminates so the content isn't lost when discussion is closed, similar to the chat feature.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
What problems is the product solving and how is that benefiting you?
One business problem we are solving is customer communication/satisfaction.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
Recommendations to others considering the product:
Be sure to weigh how Freshdesk will integrate with the other programs currently used by your company (ex: CRM, CMS, email provider, developer control repository, etc).
Freshdesk for eCommerce customers
What do you like best about the product?
The ease and ability to edit the Knowledgebase to best suit clients needs. Freshdesk has been designed so that you can bring your own branding/scheme into play which works very well with the current website and CRM design.
What do you dislike about the product?
Freshdesk support seems to be a little lack-luster. There have been simple bug issues that have been reported over 3 years ago with no resolution yet.
What problems is the product solving and how is that benefiting you?
The migration from an old Knowledgebase to Freshdesk was manual in nature, but worth the time as now we can properly monitor usage using Google Analytics (built into FD). Everything with FD seems crisp and clear for client-side use.
Recommendations to others considering the product:
Layout what you require and speak to the help department at Freshdesk. They will let you know what plan you will need, don't get stung after spending weeks migrating.
Its fast, reliable & very helpful.
What do you like best about the product?
Best for Customer Services and record keeping. Swift to track customer's all previous queries & data. Very helpful for data analysis and to minimize the customer's problems as well as queries. Easy to understand and to use it.
What do you dislike about the product?
The major flaw I noticed is when we cannot modify it according to our needs. It should be more customized. So we can facilitate our customer more effectively & efficiently.
What problems is the product solving and how is that benefiting you?
We are using it for Customer Services. Its doing great to serve our agents and customer in a better way. Its very easy to resolve our agents & customers problems as well as queries.
Recommendations to others considering the product:
I will surely recommend other companies to use Fresh desk for Customer Support Services, reliable and very helpful. Easy to understand and use.
New Freshdesk implementation
What do you like best about the product?
Ease of customisation & ease of use, yet has all the features we need.
What do you dislike about the product?
Some fields cannot be customised and a number of integrations are not yet compatible with the new Mint interface
What problems is the product solving and how is that benefiting you?
Bringing together 3 different support teams into one support portal and giving our customers access for the first time to a system to raise & view tickets as well as a knowledge base.
Recommendations to others considering the product:
Lots of configuration options available. Start with the minimum you need for go-live and roll out incremental changes as you get more experience.
Powerful platform, nowhere near finding its limits
What do you like best about the product?
It's slick - it all seems to work pretty well together and it's improved our workflow, I like the interface, for the most part
What do you dislike about the product?
I think the WYSIWYG for setting up responses, sometimes getting the format right can be a real pain - it's the same as a lot of interfaces though so no worse
What problems is the product solving and how is that benefiting you?
Managing enquiries to several teams in a large organsation
Recommendations to others considering the product:
The software can only mirror the structures of your own teams, often the limitations you'll find will be with your own practises
Best help desk i've ever used
What do you like best about the product?
- Search History
- canned responses system
- solutions system
- anti-spam engine
- android app.
- canned responses system
- solutions system
- anti-spam engine
- android app.
What do you dislike about the product?
It is hard to say, each product has a weak sides, but with a plenty of features, i do not see them))
What problems is the product solving and how is that benefiting you?
Fast help for our customers. And we are always in touch via android app.
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