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Freshdesk - A Modern Ticket System
What do you like best about the product?
Freshdesk has been a great boon to our companies support center. I cannot speak on all of the features, as our needs are a little different then most, but overall it has been a great boon. We especially like how it integrates with our sales (Salesforce) and engineering (Jira) software which allows us to create leads and bug reports from inside the support software.
What do you dislike about the product?
We have had some issues with receiving emails, although the issues may lie on our end.
What problems is the product solving and how is that benefiting you?
Report generation has been VERY useful in Freshdesk. Being able to export our ticket summaries each month has made our contractual obligations to our customers much easier.
Recommendations to others considering the product:
Software works very well, and the automation capabilities are great.
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Restored tickets from trash
What do you like best about the product?
I appreciate how quick it was for the support person to identify a solution to my issue, and he kept me updated on the progress of the solution
What do you dislike about the product?
I did feel that some of the questions asked we not necessary to identify the solution to my issue (i.e I asked to restore tickets from the trash and i was asked why they were put in the trash to begin)
What problems is the product solving and how is that benefiting you?
It is easy to keep track of the trends of customer issues, which allows us to pre-empt some of those issues and increase our customer satisfaction
Immediate problem solving
What do you like best about the product?
Very Quick response times, and felt like I was talking to someone who most importantly knew what they were doing and also very friendly
What do you dislike about the product?
nothing, the service was outstanding and flawless.
What problems is the product solving and how is that benefiting you?
makes responding to tickets easy, and easy to share tickets with colleagues/managers
Recommendations to others considering the product:
Make sure you keep organised with tags, and saving details for tickets.
Something that makes it better
What do you like best about the product?
Freshdesk is a easy to use program, when everything is setup and working it's easy to create groups, people and other things to let everything work smoothly.
What do you dislike about the product?
To be honest, it's a great program that works good for what it's made for.
What problems is the product solving and how is that benefiting you?
Support issues with customers.
Recommendations to others considering the product:
If you want to have a easy and good working helpdesk solution, I would recommend FreshDesk
The best support tool I have used till now.
What do you like best about the product?
Freshdesk is one of the top notch and best online application for managing your mail. The routing and assigning is best part which ease your work load and simplify with distributing your work to your team.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
What do you dislike about the product?
I am scratching my head to think if I dislike something about Freshdesk. But I don't have anything to dislike.
What problems is the product solving and how is that benefiting you?
We do freelancing work with our small team. Freshdesk is one of the prominent tool for us to make our workflow keep going.
Recommendations to others considering the product:
I would love to recommend this to my all friends and all who work in this industry.
Robust Helpdesk solution
What do you like best about the product?
Ability to integrate with 3rd party apps and outstanding customer support.
What do you dislike about the product?
Lack of solid reporting options, many reports are done manually with no automation.
What problems is the product solving and how is that benefiting you?
We have a support team spread across the globe, FreshDesk helped us bring everything into one spot.
Recommendations to others considering the product:
Don't just buy out of the box, get set up with an account manager who can facilitate the setup and configuration of your instance.
Fresh Desk Review
What do you like best about the product?
It is a good way of monitoring Customer Service Performance daily and weekly. It also helps us check on how good we are servicing customers. It also helps us gauge the demands for each product category.
What do you dislike about the product?
Top Customer Analysis is not working. We also can't connect the calls to our phone system.
What problems is the product solving and how is that benefiting you?
Customer Service Performance - how consistent and how fast we respond to customer tickets/ inquiries.
Recommendations to others considering the product:
Highly recommended
Work well
What do you like best about the product?
Managing incoming and ongoing tickets is easy on a per agent level
What do you dislike about the product?
the left and right arrow keys switch between tickets when I would like to do alt+left to navigate backwards in my history
What problems is the product solving and how is that benefiting you?
Its an easy way to manage our support desk for all of our customers
Recommendations to others considering the product:
The free trial is easy to use to get started
Continued freelance user of Freshdesk for clients
What do you like best about the product?
I like the new design and functionality, I'm excited to see what the future brings - possible chat bots would be great ;) The new Mint design has most defiantly brought the support system into a modern look. I feel 2018 is going to be a great year for Freshdesk.
What do you dislike about the product?
I found the new design a little confusing at first, struggling to finding my way around the new system. Especially with the navigation / icons along the left side of the UI. I also feel that the contact / time logging panel, along the right of the UI, could do with some continued development as it feels hard to navigate and locate what you're looking for. I've clicked the 'View all' button instead of the 'Time Logs' on quite a few occasions, which is a little frustrating as you then need to continue back to view all tickets and re-select the original ticket.
What problems is the product solving and how is that benefiting you?
Day to day website support and development. These include general editing, content adding, image creation, infrastructure design, development and much more!
Recommendations to others considering the product:
Freshdesk is a fantastic and very easy to use product for managing, processing and reporting support enquiries from customers. The features are useful and there is a large Marketplace of app that work with Freshdesk. I look forward to what the future bring. Especially in terms of AI and possibly enabling the tickets to progress based on facts that are provided by the clients.
Review about Freshdesk Support Portal
What do you like best about the product?
The solution is complete because you can centralize tutorials, create forums and manage people (agents and clients). As an administrator you can customize portal style
What do you dislike about the product?
It is not possible to manage access to private forum according to the email address
What problems is the product solving and how is that benefiting you?
I'm not losing my time anymore to send specific emails for each client. A workflow of automatic emails is configured and emails are customized with client name
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