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Great
What do you like best about the product?
Instant communication over cat email and on call support
which is relay appreciable
which is relay appreciable
What do you dislike about the product?
nothing much to dislike about the interface
What problems is the product solving and how is that benefiting you?
i was not able to fetch the reports which was very importmat for me and for my process
and later on over chat and call assistance it got resolved
and later on over chat and call assistance it got resolved
Recommendations to others considering the product:
good
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Great support, good product, average reporting functionality
What do you like best about the product?
Freshdesk support. Assistance was always received within the same hour and it addressed the issue.
What do you dislike about the product?
Limitations in reporting. There are many useful reports which can only be obtained by extracting the tickets and then doing manual analysis.
What problems is the product solving and how is that benefiting you?
Keeping track of all queries within established KPIs
Recommendations to others considering the product:
better reporting options
Superb customer service was received!!!
What do you like best about the product?
My CSR, Sabareesan, listened and advised!
What do you dislike about the product?
Absolutely nothing! Received A+ service!
What problems is the product solving and how is that benefiting you?
Freshdesk has definitely improved my Team’s ability to provide enhanced software support services to our customers! Administrator tools gives me the ability to tailor Freshdesk specifically for my Team’s and our customer’s needs. Filtering tools and options are first class, it definitely makes ticket management a lot easier!
Recommendations to others considering the product:
Yes, get Freshdesk!
What I like about Freshdesk, product and company.
What do you like best about the product?
Features are great. The updated interface rolled out recently is also very powerful with a lot of hidden goodies and is also much more modern looking. System works nicely, I have to admit. Observer is also a very nice function.
What do you dislike about the product?
I've send a couple of emails to the Freshdesk support system but have not received a response back from a real human. I receive a response from the automated system but no one gets back to me. I'm optimistic that it's a minor glitch, albeit one that needs to be resolved soon.
What problems is the product solving and how is that benefiting you?
Reducing response time, improving resolution time, presenting a better support front-end to customers.
Freshdesk in a small business support environment
What do you like best about the product?
The Freshdesk user interface is clean and intuitive. It also updates relatively quickly, meaning we don't see many cases where support techs try to grab the same ticket. The feature set provides pretty much everything we need as a small operator. Pricing structure is very reasonable and worth what we pay, although I wouldn't mind seeing some additional features at the lower tiers. The mobile app is so-so. The technical support is excellent (this coming from a support technician).
What do you dislike about the product?
Freshdesk could do with a graphical overhaul. The current upcoming overhaul (Mint) is in beta and definitely feels like it. Fortunately, we were able to switch back to the "classic" experience after running into a number of known bugs. The mobile app is solid, but the layout is a lot less intuitive than the desktop browser version. Not bad per se, but could use improvement.
What problems is the product solving and how is that benefiting you?
We support an array of ~40,000 devices located worldwide (primarily located in North America). Freshdesk lets us combine multiple support channels into a single interface, which saves a huge amount of time. We've managed to automate 99% of our ticket generation and we now have access to some valuable metrics on customer volume/distribution that our previous solutions didn't provide. We've also seen some minor benefits from creating our own portal with articles and FAQs for our customer base. The ability to receive and track views and feedback is particularly helpful.
Recommendations to others considering the product:
I can say that Freshdesk is an excellent fit for a small business environment. If you need turn-key ticket tracking and wiki options Freshdesk delivers at a reasonable cost.
Excellent Ticket Support System
What do you like best about the product?
Ability to track tickets and assign them to the right person. Very fast and has an app available.
What do you dislike about the product?
Certain features are a bit confusing, however customer service is very fast and efficient.
What problems is the product solving and how is that benefiting you?
Centralized location for IT issues and requests.
Process Lead
What do you like best about the product?
FD is very Intuitive, easy to use, help us drive insights, can be custom-tailored per our use, awesome product + customer service.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
What do you dislike about the product?
Since we all use Outlook email so often, we are used to the way it operates, it becomes difficult in Freshdesk to understand & read the trail mail and to keep track where the history trail started, if it operates the way Emails are done, then it would be an add-on for users.
What problems is the product solving and how is that benefiting you?
Able to capture the catgories of heavy volume of ticketst and try resolving it on the root level.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Recommendations to others considering the product:
Will definitely recommended this to anyone.
Freshdesk - the perfect solution for your small business
What do you like best about the product?
I absolutely love how all my tickets are organized into one system. Canned Responses are a great benefit for your Customer Service team. These are automatic responses that you can load in for any commonly asked question. With just a click of a button, you have the answer typed out! They have templates you can create for new tickets and replies. Having the name, greater and signature already filled out is a huge time saver.
What do you dislike about the product?
We have the Blossom account now. I wish there was a way to search for items in a specific tag. There is a search bar, but it searches for ever single ticket that has those words in them. I also wish there was a way for the name field to automatically generate the customer's name without the customer having to verify their account.
What problems is the product solving and how is that benefiting you?
Our company used Outlook before for all customer service emails. It was unorganized and made it almost impossible to follow up with customers. On Freshdesk, everything is in one spot, all replies are in one long email, you can set priorities, and you can tag tickets. Freshdesk has helped me track customer issues, customer wants and customers comments. With the tag feature, you can select all the tickets in the tag and send out the same response to each ticket without having to copy and paste emails or BCC anyone. This feature is great for new product releases, or when there is a resolution to a known issue.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
Recommendations to others considering the product:
I love Freshdesk because they work well for small businesses. We get about 50 tickets a day and Freshdesk is the perfect tool to keep them organized. We started with their free version and slowly realized it was worth it to upgrade to the Blossom account. They have monthly payment options, if you are still unsure. Or you can sign a contract and do longer contracts to save money!
I love this product and what it does for us!
What do you like best about the product?
The visibility on everything and the customization.
What do you dislike about the product?
I do wish you could customize the default settings a bit more.
What problems is the product solving and how is that benefiting you?
Visibility on the volume of work items, turnaround time-frames and customer satisfaction. Now, with Freshdesk, I have complete visibility and control on the work my team does.
Excellent product and great support
What do you like best about the product?
Any interaction I have had with Freshdesk has been very positive, upbeat and informative
What do you dislike about the product?
At the moment there is nothing I dislike. If there is an issue it is addressed very quickly and we have been able to make changes to fit the system to our requirement with the help of the Freskdesk staff
What problems is the product solving and how is that benefiting you?
We run a helpdesk for our internal user of the finance system. We were operating using email, but it wasn't very efficient and we couldn't analyse the data. Since using Freshdesk we can see where most of our time is spent, what problems are constantly occurring and the volume of calls being addressed by the helpdesk staff
Recommendations to others considering the product:
The ticketing system did take some time to implement but that was due to the fact that we took the time to change our processes and ensure the ticketing system was set up to meet our requirements. Overall, it is an excellent product and the support staff are extremely helpful and efficient
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