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simple to use program
What do you like best about the product?
I like how simple the layout is, and it's easy to stay organized. It's a good starter program for someone new to to this field or even interns to use.
What do you dislike about the product?
There is nothing I dislike, I'm new to using it and have not come across any issues.
What problems is the product solving and how is that benefiting you?
The Live Chat feature is a quick easy way to get in contact with our customers and help them with any issues.
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FreshDesk is an affordable solution for a helpdesk
What do you like best about the product?
I love that there are automations built into the software, that you are able to use to improve efficiency. I have been able to reduce the workload of myself and my support staff by using automations.
What do you dislike about the product?
I dislike the fact that some features that I think are very useful, are not available, and not planned for the near future. For example, the ability to completely delete customer data if requested.
What problems is the product solving and how is that benefiting you?
Using FreshDesk has provided a full helpdesk for me and my team, and enables us to log all support request in one secure place.
Recommendations to others considering the product:
I would recommend that you consider your setup for as long as possible to start with, as changing configuration later on is easy, but can mess up your reporting.
Freshdesk - easy to use, fast support
What do you like best about the product?
Freshdesk is easy to setup for new groups and agents. I can obtain help or additional licenses quickly via the web chat support. Reports are flexible enough, too, with the Garden level meeting all of our needs as a non-profit organization with 3 support areas.
What do you dislike about the product?
Haven't found anything that I dislike. Keep up the good work!
What problems is the product solving and how is that benefiting you?
We have three business areas within our company. Each has separate Freshdesk group, so the inboxes are separated, which is great. The agent only sees the group they are assigned to. This tool provides ticket tracking, historical info to glean from, stats for agents and groups. This tool has provided one place for staff to email help requests for one of the three areas, one place for online web forms to arrive into another area, and one internal transfer as needed into the third area. This product meets our needs easily!
Recommendations to others considering the product:
Whether for Historical records, stats, ticket collaboration or basic ticketing, this product is easy to setup, administer and use for one to several (private) groups within your company. I recommend it!
very flexible and easy to use
What do you like best about the product?
rebranding, automate actions are very easy to use
What do you dislike about the product?
The reporting cannot be customized for analyses on customer ticket fields
What problems is the product solving and how is that benefiting you?
Support department automate distribution of issues
Recommendations to others considering the product:
Strong product, and extremely fast support
Freshdesk as a ticketing system
What do you like best about the product?
The filtering capability allows excellent reporting and analysis of tickets and agent performance.
What do you dislike about the product?
I'd like to see more customization allowed on reporting and particularly on what we view in the dashboard.
What problems is the product solving and how is that benefiting you?
Ability to understand individual response rates for individuals was not transparent on our previous system and we are better able to now reward top performers and to identify those agents that need support.
Recommendations to others considering the product:
They may need a separate dashboard app that they can customize eg Klipfolio.
Good software but needs an update
What do you like best about the product?
I loved the help I got from the Freshdesk account managers with setting up my help desk. They went above and beyond to make sure I could do everything I wanted.
What do you dislike about the product?
That said, the system is archaic in that there are almost ZERO usable free "skins" for Freshdesk. For companies with lower budgets this is a dealbreaker. It's ridiculous to expect that each company will code their own interface (or buy a $300 interface).
What problems is the product solving and how is that benefiting you?
It creates great setup for a help desk site.
Recommendations to others considering the product:
Consider the design options if you are a small company.
Wonderful support experience and fantastic follow-up
What do you like best about the product?
The support agent that had assisted during phone call was attentive, caring and seemed very dedicated to helping resolve an issue we had encountered on our customer portal. He had provided wonderful support, pulled up our company profile and ensured we were on the right track for resolution - he had made the process very clear and easy. He had also gone above and beyond w follow up to ensure that we were able to resolve the issue fully and encouraged that he and his team were available at anytime for support needs in future. This was truly a wonderful, quick and helpful experience!
What do you dislike about the product?
I had experienced no "dislikes" during this process. Karthik had sent the support ticket information via email to ensure we had an avenue to reconnect and receive further support if needed and stayed in contact w us until the issue was fully resolved - this is greatly appreciated.
What problems is the product solving and how is that benefiting you?
We had an adjustment to one of our customer portals (email forwarding into ticket submission) due to changes in client needs, which Freshdesk support had guided us through w ease.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
The Freshdesk software/platform has created a great environment for our client - being able to clearly intake, track and address/dispatch any of their needs to the appropriate departments, while maintaining detailed records for history tracking and reporting - this had also aided in strengthening areas where repeat issues had arisen (i.e. identifying/implementing new standards based off of collected data.) It has also greatly supported our ability to communicate w our clients and ensure they receive the appropriate service and follow up for any of their needs.
Recommendations to others considering the product:
If you are looking for a "one stop" platform to support any/all needs, Freshdesk may be a beneficial tool for you and/or your company.
Acilimsoft.com's Freshdesk Experience
What do you like best about the product?
It works like a charm. We use its free version and this version includes all the features we need.
Customer support is quite responsive.
Customer support is quite responsive.
What do you dislike about the product?
There is really nothing I dislike about FreshDesk.
What problems is the product solving and how is that benefiting you?
We use as our ticketing system. Our customers send thair emails to support@acilimsoft.com and tickets are created on the fly.
Recommendations to others considering the product:
It is a wonderful HelpDesk solution. Works great for us. Never created problems.
A great CRM tool with flexibility to customize the portal
What do you like best about the product?
Flexibility to customize the portal,Look and feel,In-built automation,Ability to track the ticket status as supervisor and Auto ticket assignment
What do you dislike about the product?
Reports are way below the standard. Customizing the report is next to impossible
What problems is the product solving and how is that benefiting you?
Customer experience.
Great helpdesk solution
What do you like best about the product?
Ease of use and automation options. The old interface is pretty slick and easy on the eye.
What do you dislike about the product?
Nothing to hate. The solution meets our needs.
What problems is the product solving and how is that benefiting you?
Our entire organization uses Freshdesk to manage all our customer conversations.
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