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Streamlining helpdesk support
What do you like best about the product?
Exposed API, and webhooks events to integrate with external systems.
What do you dislike about the product?
Condition rules do not support advance logic like OR
What problems is the product solving and how is that benefiting you?
Day to day support requests,
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Very quick and helpful support team
What do you like best about the product?
I like how quick Freshdesk support is in responding to tickets and chat.
What do you dislike about the product?
I dislike how I do not get updated on feature enhancement requests. I guess it would be hard to do, but it would be nice to get an update.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support portal for client solutions, tickets, and chat.
Simple Clean and Effective
What do you like best about the product?
The unified experience. From the Customer Support framework, knowledge base, forum and all around experience it feels like one cohesive piece of software that functions well.
What do you dislike about the product?
The price per agent is slightly expensive
What problems is the product solving and how is that benefiting you?
We have utilized the functions of dispatcher to automate alot of our ticketing process saving us time and in turn we are able get more done with the same resources as before.
Freshdesk is fantastic
What do you like best about the product?
Freshdesk provides an all-in-one support platform that makes it easy to manage customer support. We are a small company in two locations with a nine hour time difference. By using Freshdesk we are able collaborate on the platform and build a team who enjoys doing support and working like a team.
What do you dislike about the product?
User rights are a great benefit for larger companies but for small support departments, it can be cumbersome to set boundaries for users.
What problems is the product solving and how is that benefiting you?
Live chat in high volume situations, Ticket tracking, customer feedback,
Recommendations to others considering the product:
Check out the online tutorials and FAQ to get the max out of the software.
Simplicidad
What do you like best about the product?
El uso del producto es simple. Sin embargo hay funcionalidades deseables.
What do you dislike about the product?
Ciertas funcionalidades que se han documentado, que se encuentran en desarrollo y que a la fecha no se tiene respuesta clara de cuando serán corregidas.
La limitación de algunas funciones por el plan. El producto aunque es modular el precio no lo es.
La limitación de algunas funciones por el plan. El producto aunque es modular el precio no lo es.
What problems is the product solving and how is that benefiting you?
Centralización de la información. Comercialmente se gestionan todas las solicitudes de ventas y de soporte unificadamente, integrandose adecuadamente a nuestro SGC ISO 9001:2015
Recommendations to others considering the product:
Paciencia con la comprensión y aplicación de requerimientos.
Mostly Good
What do you like best about the product?
Easy to use interface. When we rolled Freshdesk out, minimal training was needed. It's intuitive enough where a new user can figure it out fairly quickly.
What do you dislike about the product?
Dynamics CRM Integration. This was the feature that sold us on Freshdesk. It has not worked properly since we've signed on. Devs at Freshdesk continue to push the fix back. This has had some negative impact on our business. We are actually in the process of reviewing alternatives in the event that this is not resolved this month.
What problems is the product solving and how is that benefiting you?
We use this as our primary ticketing system. We find that it is very efficient and intuitive. It is allowing us to improve the efficiency and effectiveness of our support team.
Recommendations to others considering the product:
Out of the box, it is easy to setup and use. Their support team is friendly and generally helpful. We've had some customization done and that process was relatively easy. Again, long term issues, seem to be a challenge for them to resolve.
Great tool with a lot of features even in the free version
What do you like best about the product?
I came upon Freshdesk by accident, when searching Google for a free Helpdesk with a lot of functions and options. Freshdesk offers just that. The free version offers a lot of functionality I have not yet found in any other software for free. In addition, at any time you can upgrade to a paid plan for even more options. A really interesting thing is, that you can buy day-passes to give access to another team member for just a day. Perfect, if you need an additional member for some time, to help with tickets, but you dont want to pay the regular monthly fees to add another member to the team.
What do you dislike about the product?
A great software without any weeknesses. The basic plan is a bit limited in its funtions but offers all you need as a small or medium sized business. Higher plans have some really cool features but are a bit costly. However, there is nothing bad to say about this software. We have been very happy with it ever since its implementation.
What problems is the product solving and how is that benefiting you?
Customer Support and general emailing. Knowledgebase, Support and Service. All emails are going directly into the helpdesk for further processing and working. We have been happy about the software from day one. Support even for the free version is great – something that values a lot. Generally really great to use and nice alternative to paid versions. If you need more, simply upgrade or get a day pass.
Recommendations to others considering the product:
If you are looking for a solid and good support solution, go for it. Free version has a lot of options and the paid plans come with even more, such as Facebook integration, etc.
Useful ticketing software with some minor UI issues
What do you like best about the product?
It's relatively simple and easy to use. Easy to create and interact with queries. Visually alright, though a little less "fluff" content would be nice. Overall, nice software,
What do you dislike about the product?
A number of buggy UI issues (e.g., on the client side, their search bar's text input gets all garbled and odd). Also, no way to display more than 30 tickets at a time - would prefer a more tabular way of displaying more tickets without having to export to Excel.
What problems is the product solving and how is that benefiting you?
Easy way to track communication with clients - through easily referable tickets - rather than email address. Good way to keep track of high volume communications.
Kingspan Customer Service environment
What do you like best about the product?
- easy use of the tool
- the flexibiilty of making fields
- the flexibiilty of making fields
What do you dislike about the product?
- the non flexibility for reshaping dashboard and how the content looks like ex. broadcast other info in the general layout, adding other KPI's in the dashboard, etc ...
What problems is the product solving and how is that benefiting you?
customer satsifaction by measuring our service performance
Recommendations to others considering the product:
missing flexibility on outlook, complete personalised reporting (creating own new modules based on all fields)
Quick setup Help Desk solution
What do you like best about the product?
Being web based allows no hardware costs.
What do you dislike about the product?
Linked issues should also exist without a tracker.
What problems is the product solving and how is that benefiting you?
Created some categories for issues and now we can measure where problems are occuring more often. Also works as KB
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