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Freshdesk is a great tool for handling our support issues
What do you like best about the product?
We have a central repository for support issues that we can easily and quickly assign to different staff members so that they are addressed in a timely manner.
What do you dislike about the product?
Email replies only allow the user to reply to the initial contact instead of one of the cc'd contacts, which is frustrating when the owner of the support issue changes on the client side.
What problems is the product solving and how is that benefiting you?
We moved to Freshdesk from FogBugz and are happier with the flexibility and ease of use it provides. The mobile app makes support when away from the computer faster and easier.
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Awesome Platform and Team
What do you like best about the product?
We use FD for an almost one Year, it really helps us in defining the main contact drivers with clients as well as it is too much friendly and easy tool to be used full of great functions and fields,also the great help desk team who are avail 24/7 to assist no matter the inquiry is big or not, they just assist in a professional way like the awesome Hammaad Mohammed.
What do you dislike about the product?
the default fields and roles, we just need a little enhancement to remove such default items.
What problems is the product solving and how is that benefiting you?
Wide plate for documentation, Better communication with End users and vendors as well as the variety of reports
Easy to use and easy to access information
What do you like best about the product?
Filtering views based on criteria and the ease in which replies can be handled and also updates through email.
What do you dislike about the product?
Email updates are often duplicated 2-3 times with each update
What problems is the product solving and how is that benefiting you?
Tracking client issues in real-time and logging for future reference allows history of progress
Recommendations to others considering the product:
Setup filters so you are not viewing all tickets from all departments
Helping to support customers
What do you like best about the product?
Many things like about Freshdesk. From the dashboard indicating what needs to be responded to, new tickets, the tracking of conversations, the ability to add support forums, and documents
What do you dislike about the product?
it would be nice if the system would group common issues together. As it is the same question maybe asked by the same client multiple times but has to be manually merged. Also it doesn't provide real time chat functionablity
What problems is the product solving and how is that benefiting you?
Providing customer support when their are problems.
Recommendations to others considering the product:
If looking for a real time chat ability this would not be the program for you. But if you want an organized way to know when new support questions come in, and a way of being able to search through previous support questions this is a great program. It has the side benefit that it will provide indirect training to new employees by reading through support questions and then the resolution of those questions.
Freshers, good first system
What do you like best about the product?
Ease of navigation throughout the system.
What do you dislike about the product?
Minimal options on the free version, should include more reports
What problems is the product solving and how is that benefiting you?
Tracking software issues
Fresh Desk Review
What do you like best about the product?
Simplicity and efficiency of the system.
What do you dislike about the product?
I would like there to be more settings other than just canned responses and scenario automations.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us connect quickly with our teachers and resolve issues in an efficient manner.
Easy to use Ticketing Platform with excellent customer support
What do you like best about the product?
Freshdesk is an easy to use, user-friendly Ticketing platform that can be setup in under a few hours and used to simplify customer Service. I love the fact that Freshdesk is easily integrate-able with multiple sub-systems and provides the flexibility of using it in multiple channels like the PC, and having a dedicated mobile App. The product brings with it the power of analytics and other Plug-ins supported by multiple vendors that can help your data flow in and out of the system seamlessly.
Freshdesk is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk within minutes, perhaps even seconds. If you are stuck and need help customizing, the Freshdesk team works extremely hard to help you achieve your goals.
I would like to say easy to set up, easy to use.Very good job I really see its helps us manage our customer support needs. Which is good and safe my time.In one clock i have my team in one place. So nice to communicate with.Really good I like it.
Freshdesk is extremely customizable. Its menus and layouts make it very easy to make changes to your help desk within minutes, perhaps even seconds. If you are stuck and need help customizing, the Freshdesk team works extremely hard to help you achieve your goals.
I would like to say easy to set up, easy to use.Very good job I really see its helps us manage our customer support needs. Which is good and safe my time.In one clock i have my team in one place. So nice to communicate with.Really good I like it.
What do you dislike about the product?
Thanks God I don't have any bad comments. So i can't say something really bad to use it.With install or working i don't have any problem but if you have some they have good customer support.
What problems is the product solving and how is that benefiting you?
Allows my agents to process applications, without interfering with each other. And do not worry about the fact that several employees respond to the same message, as everyone will be able to see who is working on this or that folder at the moment.So really helps.
Recommendations to others considering the product:
I think its just a plus if you have on your device program like Freshdesk. Will make you to concentrate more on other things.Its better to have than just think to start use.
Good but not perfect
What do you like best about the product?
Ease of access by web or phone app. This was crucial to our decision to go with Freshdesk.
What do you dislike about the product?
Impossible to either prefill or turn off some mandatory fields (requestor - I'd love to just default it to the logged in user)
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
Can't set a due date for a incident when creating it. "Server maintenance due Sunday night" for example, isn't usually overdue in 24 hours.
What problems is the product solving and how is that benefiting you?
We needed a cost effective help desk ticketing system. Freshdesk has fit the requirements perfectly.
Quick and Easy to Use
What do you like best about the product?
It is very easy to use with a quick response rate. It allows you to easily track your IT tickets and make comments as needed. You are also able to add additional people to the ticket for better communication and to keep everyone on the same page. I can also just send an email without having to log in to the actual site.
What do you dislike about the product?
So far, there is nothing that I have come across that I did not like.
What problems is the product solving and how is that benefiting you?
To be able to send trouble tickets to our IT department since our department works from home.
Recommendations to others considering the product:
If you need a quick and easy way to send trouble tickets to IT, this is the way to go. Especially if you have people who aren't as tech savy as others
The new system to beat
What do you like best about the product?
Fresh desk allows for us to greatly improve our support system and process.
What do you dislike about the product?
It is a long process to have the program built and implemented.
What problems is the product solving and how is that benefiting you?
Our support system has seen great improvements in transparency and efficiency.
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