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Easy to work with
What do you like best about the product?
Support is fast and easily accessible through chat and online resources.
What do you dislike about the product?
Although you have an easy to customize product, it would be nice to have more control or have ability to deeper customize areas.
What problems is the product solving and how is that benefiting you?
We're able to track and report to our executives on specific trends and projects.
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Useful
What do you like best about the product?
-The way you track tickets:
Select status and properties of esch ticket
-the customer support of Freshdesk is the best
-the way freshdesk creates reports
Select status and properties of esch ticket
-the customer support of Freshdesk is the best
-the way freshdesk creates reports
What do you dislike about the product?
Sometimes when there are figures attached, I am not able to download it. It i click it goes to a website fot visualization but not to be downloaded as gmail does for example. I do not know if maybe I do not know how to do it (I will contact you later) or maybe is like this.
What problems is the product solving and how is that benefiting you?
Know statistics every month about:
-what is the product with more questions
-what is the more asked question
(Support cases) this helps us to improve our documentation and to explain better to avoid future questions
-include notes in each ticket is useful also for internal issues
-what is the product with more questions
-what is the more asked question
(Support cases) this helps us to improve our documentation and to explain better to avoid future questions
-include notes in each ticket is useful also for internal issues
Recommendations to others considering the product:
Is easy to use and if you have a question, the support assintant will troubleshoot questions.
My experience with Freshdesk
What do you like best about the product?
Functionality and ease of use make for a worthwhile experience in particular the response times are quick
What do you dislike about the product?
difficulty un-merging tickets and customers if they were accidentally merged. Also, the customization is somewhat lacking for those on lower payment rates.
What problems is the product solving and how is that benefiting you?
Provided speedy and reliable support to our tutoring base as well as interactive with our Chinese based support colleagues.
Freshdesk team is focused, engaged and innovative
What do you like best about the product?
Finding a balance between customers "customization" needs and being a single SaaS platform
What do you dislike about the product?
UI is rough around the edges, deeper customization of SLA is much needed feature
What problems is the product solving and how is that benefiting you?
Single platform for multi-channel needs, enabling innovation by other companies (e.g. Delighted).
Developper using Freshdesk
What do you like best about the product?
I like the way it is designed so easy to use.
What do you dislike about the product?
I would like it to have more options to customize controls like color, position, etc.
What problems is the product solving and how is that benefiting you?
Increase communications with customers. We solve problems more quickly.
Recommendations to others considering the product:
Just try it. You can try for free before deciding.
Perfect assistance
What do you like best about the product?
The kindness and the expertise of their agents.
What do you dislike about the product?
Almost nothing: my request was tricky, but the response was provided quickly.
What problems is the product solving and how is that benefiting you?
I was looking for a technical information about one of their product.
Awesome Support
What do you like best about the product?
The support is awesome. They answer very fast and they helped me with every problem I had until now.
What do you dislike about the product?
I dont have any problems or anything to dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our ticket problems with Freshdesk. It really helps us.
RML Review
What do you like best about the product?
- Timely support from your backend team when configuring a lot of webhooks and settings.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
What do you dislike about the product?
Bulk update functionality of agents is not smooth and didn't find the solutions in the past not sure the current status for the same.
What problems is the product solving and how is that benefiting you?
We have solved so many problems by using freshdesk benefits we do not have to maintain the query and complaint module our selves.
Recommendations to others considering the product:
yes
Easy and User-Friendly
What do you like best about the product?
I appreciate the ability to see in real-time when a ticket is updated. I also appreciate the level of customization that the system offers. It allows us to tailor the taskbox to suit our team's need and to sort out the tickets to better direct workflow. I also really like the built in chat system.
What do you dislike about the product?
I don't understand or use the leaderboard. The reason for our scores isn't really explained - especially with the new Mint rollout. I can't see what the data is and how I achieved MVP - or any other score. This seems irrelevant to me.
What problems is the product solving and how is that benefiting you?
We use FD for all of our inbound client emails. It helps us delegate workflow and respond to clients in a timely manner, and it keeps us much more organized.
Uncontrolled to Glory
What do you like best about the product?
Freshdesk made a significant improvement in managing and resolving customers issues. Ticket management and coordination through the Discuss feature, an internal agent discuss session to forwarding tickets to outside parties for review is a cornerstone to resolving problems for our customers. The automation tools have allowed us to ask customers key when the ticket is sent providing valuable tools to the customers to reduce issue resolution cycle time.
What do you dislike about the product?
Font is too small. Creating canned response customized templates can be done but outside the platform.
What problems is the product solving and how is that benefiting you?
We now provide customers solutions rather than questions. Through the automation tools, long drawn out conversations we are asking customers to provide all the information upfront to reduce the cycle times.
Recommendations to others considering the product:
There are many help desks out there. You wont be disappointed with Freshdesk and their amazing support.
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