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Freshdesk, the pros and cons
What do you like best about the product?
Freshdesk has a number of useful features. What stands out, however, is the speed of their support team.
What do you dislike about the product?
Occasionally, I would stumble across something where it really seems like there should be a feature. For example, you can't set automatic replies according to support email without setting up tedious IFTTT rules.
What problems is the product solving and how is that benefiting you?
Managing multiple support email for different customers.
Recommendations to others considering the product:
Most things are possible, the biggest problems are the ease of achieving what you set out to do. However, the support team are very knowledgeable and very quick to reply.
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Gets the work done
What do you like best about the product?
I found it more user friendly and updates were also easy
What do you dislike about the product?
The constraints at some point of ticket
What problems is the product solving and how is that benefiting you?
Day to day operations. It helps find gaps
Its a good one to use
What do you like best about the product?
I like the user interface and good system to manage tickets
What do you dislike about the product?
Sometimes it take a longer time to get back to you on support
What problems is the product solving and how is that benefiting you?
Ticket management
Freshdesk is awesome
What do you like best about the product?
The intuitive platform, the ease to use, and the automated features.
What do you dislike about the product?
Certain bugs that pop up from time to time. But they do get fixed eventually.
What problems is the product solving and how is that benefiting you?
Streamlined customer service platform
Recommendations to others considering the product:
Give it a shot!
Outstanding Experience
What do you like best about the product?
The automation and outstanding customer support. The ease of use. The user friendly interface. Everything. I will definitely recommend.
What do you dislike about the product?
Nothing. Sincerely. Their products are great and even let you try the premium features. Maybe one improvement could be to provide custom domain options at Free tier package/level.
What problems is the product solving and how is that benefiting you?
Customer relationships. We had difficulty in the past logging every interactions and following up. Now we have a higher ratings in customer satisfaction. Freshdesk indeed changed the way how our business operates.
Recommendations to others considering the product:
Highly recommended
Simple, understandable and helpful resources.
What do you like best about the product?
With this software, I can easily work together with all my team from across my business to give faster and consecutive answers to our clients. Also, I have the ability to resolve problems faster by cleavage tag into smaller tasks that relative teams can work on in parallel.
What do you dislike about the product?
I don't think that this platform can bring some bad problems or harm to our company. Also, all work with install and use are fast and simple.
What problems is the product solving and how is that benefiting you?
This platform helps us to control clients experience. With a faster overview of the reports page, we can understand how the support team is working. We can bring in extra help when needed using day passage and control shifts better.
Recommendations to others considering the product:
This software allows quicker cooperate with your team and will help you deliver enterprise client support. You will be able to coordinate much better and avoid extra strategic overhead. You will make all support dialogue, be it email or social onto a single stage and control every client interaction seamlessly.
Quick, Responsive Support Experience!
What do you like best about the product?
The Customer Support team at Freshdesk quickly diagnosed the issue based on the submitted screenshot and communicated next steps which allowed me to complete an import of data.
What do you dislike about the product?
Perhaps I'm unfamiliar with the ticket workflow, but I was looking for an option to close the ticket once my import successfully processed.
What problems is the product solving and how is that benefiting you?
Freshdesk is our chosen replacement for another ticket system (Parature). Aside from significant cost benefits, we're rolling out a more streamlined experience to our customers.
Recommendations to others considering the product:
Always ensure your service portal requirements are fully understood and included in the base product. We evaluated 10 different products at a high level, cut the competitors to 3, and then ran through quick trials before selecting Freshdesk.
Freshdesk is great!
What do you like best about the product?
Speaking to an agent was really simple. I like that I can in to Freshdesk and have a record of my chat and continue the conversations with the same rep if needed.
What do you dislike about the product?
I didn't encounter anything I disliked. I would suggest that you make the chat box moveable.
What problems is the product solving and how is that benefiting you?
Our ticketing system for production and facilities support using Freshdesk for live chat/help desk support
Room for Improvement
What do you like best about the product?
FreshDesk has a great team behind the product that always willing to help. F
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
Customisability - FreshDesk customisability is it's selling point. Being able to adjust views depending on your needs while being well presented makes it a helpful tool that is largely simple to use (once you've got it all set-up).
Reporting - the reason we moved to FreshDesk was to improve our reporting capabilities and FreshDesk does this well.
What do you dislike about the product?
Coming from using the Front app, the initial couple of weeks using FreshDesk was frustrating to say the very least. With Front being so incredibly easy to use, FreshDesk seemed counter-intuitive, wasn't straight-forward and lacked a lot of the handy tools that Front had like reminders, drafts folders and a very simple layout that just made sense. After a couple of months of use, however, the team has now gotten used to FreshDesk but are still frustrated by the lacks of useful tools.
What problems is the product solving and how is that benefiting you?
We are exploring the chat function which we believe could further reduce tickets coming in - always a positive thing!
What you need to keep the team on track
What do you like best about the product?
I like that it's web based and it's simple to understand. The support is 10/10. Good diagrams and stats. You can almost do anything you want. Configure it like your team needs it.
What do you dislike about the product?
The mail reading. When some one answer an email the answer go from bottom to top not the newest answer from the top. So you need to scroll down each mail. In the long term it's a bit enjoying. And you can't drag and drop documents or pictures from desktop into the application. You need to click on the insert and find the file. But that's about it everything else is great.
What problems is the product solving and how is that benefiting you?
Internal service system for customer support and cases. Email stacking and answering. You also get a great statistic charts on the workplace.
Recommendations to others considering the product:
I would recommend Freshdesk for teams from 10+ to 1000+. The system is easy for either help desk or customer usage or internal system.
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