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Old format good
What do you like best about the product?
I enjoy the ticket function - it makes communicating with clients easy. Figuring out issues on the backend are also easy with this function.
What do you dislike about the product?
I dislike that it runs slowly in Chrome, unless I clear my cache each day. I also dislike Mint, their new platform. It is far less user friendly and there are some bugs that still need to be worked out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients while makeing notes and having internal discussions on how to best solve their problems on our end without having to bother the clients with these emails. It is nice to be able to keep everything on one page.
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Easy to setup, very intuitive.
What do you like best about the product?
Setting up the application was so easy.
What do you dislike about the product?
Custom reports. I'm able to create the report I need but I have to schedule them to be able to verify their output. It would be nice to have a generate button included for custom reports.
What problems is the product solving and how is that benefiting you?
Technical support staff work much more efficiently. You can tell that the Freshdesk team put a lot of thought into the design.
Recommendations to others considering the product:
Quality product at a very affordable cost.
Clear system, easy to use. Brings clarity to the chaos.
What do you like best about the product?
Everyones task list is clear, prioritisation is easy, automated rules are a god send.
What do you dislike about the product?
I am not a big fan of the new mint design, but it is optional.
What problems is the product solving and how is that benefiting you?
Developers can now easily see a prioritised list of tasks pertinent to their skill set without faffing around.
Great way for our small team to handle support requests
What do you like best about the product?
The ability to organize type of support requests and assign to different team members is great. The interface is simple to use and pretty straightforward.
What do you dislike about the product?
Integration was a bit complicated the first time around
What problems is the product solving and how is that benefiting you?
Customer support. Too many emails being shared around the office and no one own responsibilities. With Freshdesk that problem is solved.
Recommendations to others considering the product:
Compare other similar platforms if needed but definitely give it a try!
Freshdesk Experience
What do you like best about the product?
Great product, simple to use and implement amongst Tier1-3 level support staff!
What do you dislike about the product?
Nothing! Stellar solution for IT ticketing management!
What problems is the product solving and how is that benefiting you?
Time management, process and ticket handling.
Freshdesk
What do you like best about the product?
I like that the threads are easy to search for.
What do you dislike about the product?
Older threads sometimes get lost. If the wording was not exact, then sometimes I could not find what I was looking for.
What problems is the product solving and how is that benefiting you?
It is used as a communication center.
Recommendations to others considering the product:
I liked the format of this program. It was easy to find what I need.
Freshservice
What do you like best about the product?
All in one solution, centralized asset management, change management and service desk
What do you dislike about the product?
CMDB functionality cumbersome, dashboards are not live or customizable
What problems is the product solving and how is that benefiting you?
Asset management, service desk automation
This is Customer Service!
What do you like best about the product?
Freshdesk is idiot proofed. Quick, simple and intuitive software that is ready to assist in management and tracking services.
What do you dislike about the product?
One thing is alerts of open, overdue etc. tickets. I would like to see priority levels attached to tickets I can set to alert me at settable intervals.
I would like to see a better way to edit time information. It's not broken, I personally would like to see this made easier. Never mind. It looks like you fixed it already. Thanks
I would like to see a better way to edit time information. It's not broken, I personally would like to see this made easier. Never mind. It looks like you fixed it already. Thanks
What problems is the product solving and how is that benefiting you?
Keeping on time, and under budget. Faster response times due to keeping projects and issues for my clients front and center.
Recommendations to others considering the product:
I have used other very highly rated software systems that end with Wise, and do a very good job. Freshdesk is smaller but well on its way to compete.
Great tool for small business
What do you like best about the product?
Ease of use is the most important for us. The dashboard and reporting are great. Price is inline and great for what you get.
What do you dislike about the product?
not a lot so far. Better integration with our CRM to pass data back to the CRM would be nice.
What problems is the product solving and how is that benefiting you?
Manages and tracks our services tasks and allow us to see reporting on the types of requests we get.
Freshdesk is a great platform for supporters like me!
What do you like best about the product?
Incredible support for the supporters
User friendly interface
Helpful features that make our life easier
User friendly interface
Helpful features that make our life easier
What do you dislike about the product?
Can't think of anything! ! The new MINT interface was a little hard to adjust to.
What problems is the product solving and how is that benefiting you?
Easy was to track tickets, stay on top of tasks, and track analytics.
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