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Prompt, precise and accurate response for a support query
What do you like best about the product?
I really admired the technical & product knowledge of the support staff. She could sort out the entire case over a call.
What do you dislike about the product?
I really like everything of it so far. I wish if I could really use all what they provide.
What problems is the product solving and how is that benefiting you?
We are using it for customer support and it helps us to respond to our customer in faster and accurate ways.
Recommendations to others considering the product:
Yes
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Amazing product!
What do you like best about the product?
The UX of the platform is very well designed. Everything is easily accessible and engaging for the users. Reports available are all very useful! The agents picked it up really quickly and we even went live in peak! We're in the process of building up our customer support page which will further enhance our use of Freshdesk.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
What do you dislike about the product?
The variances aren't very flexible. Running a a report from Monday to Wednesday for example, compares to the three days before that, rather than the previous Monday to Wednesday. However, I have raised this with Freshdesk and is with any feature request like this, it's fed back into the development team. The product is always evolving and they encourage their users to suggest improvements.
What problems is the product solving and how is that benefiting you?
We were using a different solution for every contact channel. We now have everything all in one platform which has improved service levels, customer experience, internal communication and customer satisfaction.
Freshdesk Experience
What do you like best about the product?
Best thing about working on freshdesk is that it saves so much of time and tracking the tickets has become easy.
What do you dislike about the product?
The problem which I faced was with the log in on app. I was not able to log in due to some unavoidable reasons; however same has been sorted by an executive
What problems is the product solving and how is that benefiting you?
We are taking care of customers' concerns related to Air Travel.
Awesome support software
What do you like best about the product?
They have a very intuitive interface and all the features we need. Besides that, they have a great support and the best online PBX I ever found.
What do you dislike about the product?
The customer portal could be better. Specially the ticket submission page.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide a faster and better customer service,
Recommendations to others considering the product:
They have great integrations with other apps.
Very Good Tool For End users and very easy to use
What do you like best about the product?
I am using fresh-desk from more then 4 years.I implemented fresh-desk in my previous organisation and present organisation.Its a very easy tool every end user can easily operate and understand the tool.No need to provide any big training sessions for the end users.Its a good tool for administrators also admin can easily use and use the tool.
What do you dislike about the product?
Need to improve CC feature and add Manager approval feature in the future versions.
What problems is the product solving and how is that benefiting you?
Internal IT Ticketing system ,Internal employees IT service requests and solutions.
Freshdesk as a ticketing system
What do you like best about the product?
Ease of use - most useful features are free
What do you dislike about the product?
Nothing to dislike except perhaps a short delay after updating using the API. There are probably good reasons (read consistency ?) for that
What problems is the product solving and how is that benefiting you?
Ticketing System for recording customer issues
Freshdesk excels
What do you like best about the product?
Freshdesk excels at organizing all the information I need to work with. Merging tickets alone makes all the difference, but requiring fields and collecting all the information I need to work is incredible. The flexibility in where I can reply is great too, and I love keeping my tickets organized in so many ways.
What do you dislike about the product?
The way editing ticket titles is dependent on the incoming nature of the ticket, which is odd but not a huge deal. The lack of customizing the order in Status sorting is annoying sometimes.
What problems is the product solving and how is that benefiting you?
Client correspondence, in far more efficient and organized a fashion than email provides.
Prompt
What do you like best about the product?
I like how Suprabha keeps on following up with us and making sure that our issues and/or concerns were addressed.
What do you dislike about the product?
I did not dislike anything. Nothing to say
What problems is the product solving and how is that benefiting you?
Challenge in viewing tickets without importing a CSV file.
Freshdesk Integration Support
What do you like best about the product?
freshdesk support team was very kind and helpful in assisting with our SAML integration on a new freshdesk install
What do you dislike about the product?
i did not dislike anything the support team was fantastic
What problems is the product solving and how is that benefiting you?
educational sector ticketing system
Recommendations to others considering the product:
simple and easy to use, IOS app integration and a simple web interface
Freshdesk makes issue management easy
What do you like best about the product?
I like how easy it is to sort and categorize tickets. Not just tickets owned by me, tickets can be ordered by groups, users, or other self defined criteria. And you can easily save any new sorting you do for use in the future.
What do you dislike about the product?
I am a bit hesitant about letting freshdesk control my email. I prefer to send email directly from my mail client. A lot of how we use freshdesk is for internal use only, so I don't like the feeling that I may accidentally send private info out. Freshdesk does a pretty good job of working around this. It can take a CC or a forward and turn it into a ticket.
What problems is the product solving and how is that benefiting you?
We mostly use Freshdesk to manage our workflow. A lot of the tools built into it are for bosses, but we ignore most of that (like deadlines and reports about ticket completion and open tickets etc...) We mostly use it to share what everyone is working on, and if someone needs to hand off a job to someone else, they can just give them the ticket and all the info associated is in one place.
Recommendations to others considering the product:
Freshdesk has the tools to manage workflow and track productivity. We did have some issues with inventory control, but that might be outside of Freshdesk's scope.
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