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Fast support thanks to them and from them
What do you like best about the product?
Whenever I had a problem with Freshdesk, there's someone ready to handle the issue, whether it's a bug or a feature. This is the perfect approach for a company which sells a customer support product.
What do you dislike about the product?
The new mint interface is good, but still feels like a beta. JS script are not combined so are slow, and so many here and there from the old interface are missing. Also, desktop notification are not very reliable at this time.
What problems is the product solving and how is that benefiting you?
Customer support done right. Fast reply and good level of customizations.
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Freshdesk is really a fresh look at the support service
What do you like best about the product?
I like the ability to unify many communication channels. Freshdesk will collect all the messages in one place and you no longer miss one of them. I also like the level of automation of this service, the processing of tickets is simple and for me, it is the best among competitors. Our agents began to execute more orders and solve problems much more quickly. The configuration and integration of Freshdesk went pretty quickly. I liked the work of the support service of Freshdesk, they quickly answered all the questions and helped us to integrate the service as quickly as possible. I almost forgot to mention the mobile app, it is designed to be as convenient as possible even on small screens. In addition, we can set not only the standard statuses of the order execution but also create our own, it's really very convenient.
What do you dislike about the product?
Freshdesk provides ease of use, and there is nothing that I would not like about this service.
What problems is the product solving and how is that benefiting you?
Freshdesk is really a fresh look at the support team. This service brought many new things to our department; we organized our work in a new way. Freshdesk automated almost all the processes that we used to do manually. Earlier we had cases when several agents started to deal with one appeal, now there are no such problems.
Recommendations to others considering the product:
If you want your customers to feel satisfied after contacting customer support, try Freshdesk. This is really a quality service. Moreover, for those who already use other similar services, I can only advise you to improve your work and go to Freshdesk.
Freshdesk is exactly what you are looking for
What do you like best about the product?
This software has many useful functions such as:
- live chat - that allows you to help potential customers in real time;
- teamwork on the creation and control of tickets;
- ability to create templates for the most popular questions (this feature especially I like, as it helps save a lot of time);
- possibility to create and track at what stage the ticket is located;
- you can record and track the call by converting them into tickets;
- social media let you integrate your team's pages into Facebook and Twitter and manage them from the help desk;
- you can create reports and monitor your performance.
This is only a small part of what you can do with Freshdesk
- live chat - that allows you to help potential customers in real time;
- teamwork on the creation and control of tickets;
- ability to create templates for the most popular questions (this feature especially I like, as it helps save a lot of time);
- possibility to create and track at what stage the ticket is located;
- you can record and track the call by converting them into tickets;
- social media let you integrate your team's pages into Facebook and Twitter and manage them from the help desk;
- you can create reports and monitor your performance.
This is only a small part of what you can do with Freshdesk
What do you dislike about the product?
The only difficulty that our team faced was the configuration of this software, but it was worth because now our work has become more automated and controlled.
What problems is the product solving and how is that benefiting you?
First, we were able to establish our communication with prospective clients, because we can faster answer all questions and processed tickets. Secondly, we stopped doing routine work, because now the whole process is maximally automat and began to devote more time to other more important things. Moreover, our work runs faster with Freshdesk
Recommendations to others considering the product:
If you are looking for an assistant that will make your work faster and more efficient then Freshdesk is exactly what you are looking for. Perhaps you will encounter the same difficulties as our team in terms of settings, but then I assure you that you will like working with Freshdesk.
Satisfying
What do you like best about the product?
With the help of this I have been able to satisfy my customer because I get status update and responses anywhere at anytime. and If I am not able to pick up the call I pass it to other colleagues also
What do you dislike about the product?
It is difficult sometimes to use many account as swapping is really a thing in need
What problems is the product solving and how is that benefiting you?
Help in keeping customer happy as I can easily get the customer data as in their address and all.Because of the ticketing system I generally don't miss any notification.As It convert them in to tickets so it is easy to recall if the customer is facing same problem
Recommendations to others considering the product:
It should make more convenient in using multiple account and video call should be a option given
Service
What do you like best about the product?
Dear Freshdesk Team,
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
Thank you for the fantastic job you guys have been doing for our company lately. Your hard work and dedication has really helped us out when we were having issues.
Thank you Sandhya for solving the issue in a speedy way.
Keep doing great work !!
Regards,
Mufaddal Khopoliwala
What do you dislike about the product?
As if for now nothing. May be i should provide you some feature requests in future.
What problems is the product solving and how is that benefiting you?
Tickets for all small small conversation with the client is been recorded with notes over it. Tickets generated for follow-ups with the priorities marked is the best thing to get done of it.
Freshdesk is keeping us sane!
What do you like best about the product?
We just launched our software and Freshdesk is keeping us in the know - about what our customers want, what problems they are having and the features they'd like to see. Freshdesk is helping us to see trends and be proactive in solving problems before they come in! It's easy to use and we were up and running quickly.
What do you dislike about the product?
We haven't found much to dislike at this point. There are a few places where there are more clicks needed than we feel is necessary, but it could also be because we are new to the software and aren't expert users yet.
What problems is the product solving and how is that benefiting you?
We have realized the benefit of having Freshdesk set up within our software to make it easy for our customers to give feedback.
Freshdesk is a solid product
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our internal ticketing system for facilities and IT requests. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
Helpdesk for a Helpdesk
What do you like best about the product?
I'm a new customer who had some issues setting up my instance. So I had to open a ticket with Freshdesk. Their support agent was great at responding to me via e-mail, which I prefer, and after researching my case thoroughly finally determined the root cause of my problem (on my end) and recommendation to resolve it
What do you dislike about the product?
I think it would be an improvement if there were an option to force agents to enter a "resolution" when they set a ticket to resolved.
What problems is the product solving and how is that benefiting you?
We're a small shop that just needs to track a few tickets. Our users prefer to e-mail a support address so this is going to be great for them.
Recommendations to others considering the product:
Take a few minutes to customize your e-mail notifications. There's some cool options there!
FreshDesk with IT Help Desk
What do you like best about the product?
We use this across various sister companies, ability to see how other tech are fixing issues is helpful, ability to auto-assign techs based on who sent the ticket in is very helpful.
What do you dislike about the product?
My only main complaint is with the phone app - that the unread alert count just growing, wish it was just unread for my own tickets, don't really care about others tickets.
What problems is the product solving and how is that benefiting you?
Ability to bring IT depts together from various locations and reassign tickets to other locations if needed.
Recommendations to others considering the product:
Plan out groups, users, categories, etc before final implementation. Overall it was a very easy change over!
Everything went perfectly!
What do you like best about the product?
Our issue was solved quickly and smoothly.
Many thanks to the team of Freshdesk!
Excellent communication and execution!
Many thanks to the team of Freshdesk!
Excellent communication and execution!
What do you dislike about the product?
Some times i have to explain lots of things but i always i got resolve my problems.
What problems is the product solving and how is that benefiting you?
I am using the freshdesk for business of flights claim. So, that customer can get his compensation without any trouble.
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
I have realized on freshdesk that it is very easy contains the all data into one place (On Ticket). So that Agents can easily check all the details.
And many more functionality i got with very user friendly like: Emails on certain condition, Tracking the tickets on specific conditions etc..
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