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Great help for organization
What do you like best about the product?
Simply put, the ticketing system. Its very clean, easy to understand, and easy to train on. It allows us to have all of the information we need at all times. It solves all the problems we had when we implemented the system, and allows for better organization. It has many features that will support us through our growth as a company.
What do you dislike about the product?
The lack of customization of the view - I would like more options on what information shows when you are on the "tickets" page. Specifically so each agent can customize their view.
What problems is the product solving and how is that benefiting you?
Having a small team of customer service support roles, before we were using e-mail only and it was extremely difficult to organize and follow up on situations. Freshdesk has allowed us to divvy up tasks and hold each other accountable for follow ups.
Recommendations to others considering the product:
It has worked great for my small team. Freshdesk scales well whenever we need to add additional users. It is very easy for new employees to learn & master. There are a lot of features we do not use because we are such a small team, however I can foresee myself using them as our business grows.
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Good product
What do you like best about the product?
It is a quick and easy tool for customer support.
What do you dislike about the product?
No graphs available to show the tickets / resolution / report
What problems is the product solving and how is that benefiting you?
Support for our application
Recommendations to others considering the product:
Good customer support
Great features for a more attractive price
What do you like best about the product?
Freshdesk has great features that are in the same class with other leaders in the space but without the same price tag of its competitors.
What do you dislike about the product?
Many different features are being separated off to separate platforms. Such as call center and chat. But they are working to make them all work together. In the end this will be a benefit on how close everything works together with addition of how to manage users.
What problems is the product solving and how is that benefiting you?
Communication with customers for our multiple brands/websites that we run. We have one central location to handle customers from different brands across 3 market places and 6 ecom URL's.
Freshdesk Review
What do you like best about the product?
The ability to filter tickets by status
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
Customer Survey Leaderboard
Viewing tickets assigned to each Agent
What do you dislike about the product?
New Mint Freshdesk GUI (When typing reply, cursor jumps to the start of the reply).
What problems is the product solving and how is that benefiting you?
The management of customer queries, responding to customers in the quickest time frame possible.
Recommendations to others considering the product:
Makes it very easy to maintain and reply back to customer questions and queries.
Works but needs enhancements
What do you like best about the product?
Freshdesk is great for lots of custom inboxes and multiple teams. We're easily able to see which teams are struggling with their workload to assign additional resources, and we're able to report quickly on areas that need improvement.
What do you dislike about the product?
There are some lagging issues with tickets that look like they have loaded but then when you try and use any of the features you need to reload the page. Sometimes when raising enhancements to Freshdesk they come back with responses that they are adamant work and it takes a few emails and screenshots to show them that their suggestion hasn't worked.
What problems is the product solving and how is that benefiting you?
Our teams are able to easily help each other without needing to worry about moving emails in Outlook. The Freshdesk reporting has allowed us to build a very good FAQ page on our website.
Recommendations to others considering the product:
Make sure that your dispatch'r rules don't work against each other. Have patience with Freshdesk support.
Quick set up and clear dashboard
What do you like best about the product?
Dashboards were very clear and straight forward, and it looks like the reporting is easy to use. The free option for us - we only get two or three calls a week - looks like it will suffic
What do you dislike about the product?
It wasn't clear to me (maybe I'm daft!) that agents need to be set up, that could be clearer, with maybe a flow chart of how it's done.
What problems is the product solving and how is that benefiting you?
Our old system has stopped working, this has replaced it and it looks more flexible that the old system. It means that we can log solutions that everyone can see.
Recommendations to others considering the product:
Set up the eval, you can't go wrong.
Amazing system with excellent support!
What do you like best about the product?
Freshdesk's free-tier package is great for businesses getting started, and offers almost all the features you'd need to get up and running at no cost. The service is super easy to get integrated with any custom applications, and even without it, makes a great standalone support system.
What do you dislike about the product?
I'd love it if we had the option have having our own domain name for Freshdesk, however as we're on the free plan this isn't possible.
What problems is the product solving and how is that benefiting you?
We're now dealing with all our help and support in one centralised system, making it much more easy to manage for our staff.
Easy and perfect tools.
What do you like best about the product?
Actually, I like that I can work together with the whole group from across the company to give a fast and serial reply to our clients. Also, it is nice that anyone can realize the problem in complete context, or chat to get more detail.
What do you dislike about the product?
Actually, I don't have the problem to solve issues quicker by splitting stages into smaller tasks. Never heard bad comments from my working team about that platform.
What problems is the product solving and how is that benefiting you?
We can share ownership of data with different teams with no losing appearance and approach to it so that teams can work on the edition in parallel and stay in the loop concerning progress.
Recommendations to others considering the product:
With this platform, you can contain a lot of tools much better and avoid additional operative overhead. You will make all support conversation, be it email or social onto a single stage and monitor every customer cooperation interaction.
Does help tickets and knowledge base great! If that is all you need, I highly recommend.
What do you like best about the product?
Threaded conversations generated flexibly from email or portal as origination point. EASY and very functional tagged kb article creation. Very easy customer-facing and agent-facing portals. Very customer friendly interface. Fairly easy to customize form fields for "customers" and new ticket requests, with some available branching logic for tickets. I can't say enough good things about the product support team as well. All of my questions as well as consultation for my whole team have been handled quickly and completely (to the capabilities of the system). Although we haven't implemented many rules for incoming tickets, there are a lot of logic based efficiency automations that can be set up if your incoming tickets are of a nature that they can be handled in predictable ways. The ability to deploy additional portals from the same instance is great - and we are setting up at least one additional for another group.
What do you dislike about the product?
The customer fields associated with a requester cannot be exported along with ticket data for analysis. We have a number of data categories that are necessary for us to be able to understand our customers asking for help that do not correlate with a "company." Although we have been offered a kludgey workaround for this, it is not practical and I have to use an external data source for this information, create a table of tickets with requesters, and join to the external data source in order to do our normal analysis. I would rate a "10" if the ticket export allowed the option to choose customer data fields along with the output as well. It is very much oriented to being a support site for a business with corporate customers, but we are a large university with 100% internal clients. Reporting is vague (thus my need to export data in order to benchmark).
What problems is the product solving and how is that benefiting you?
Our department converted to a very complex marketing automation system that we provide, train on and support, as a service internally within the entire enterprise. This requires additional support "agents" across multiple sub-organizations in addition to our regular helpdesk staff. Adopting Freshdesk allowed us to much more flexibly collaborate with a cross-functional team of "agents" who fulfill a number of helping roles specifically for our marketing system.
Recommendations to others considering the product:
I feel like I said everything on the previous form. Not sure what you're asking.
Good, could be great!
What do you like best about the product?
I like the intuitive functionality of the platform. I'm able to segment, organize, and edit fairly seamlessly. Tickets don't seem to get lost in the shuffle as much as other platforms.
What do you dislike about the product?
The little bugs that seem to be plaguing the platform, such as the cursor jumping to the heading of my tickets randomly. Also, more long-term analytics for reporting would be great.
What problems is the product solving and how is that benefiting you?
Segmentation of tickets, the ability to categorize tickets for reporting metrics later on. We use this to see what kind of tickets we are getting more readily than we could before.
Recommendations to others considering the product:
Get to the bugs quicker and I will be very pleased!
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