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Every SME should get Freshdesk immediately
What do you like best about the product?
The best to me is that Freshdesk provides so much already in the free plan. Every feature for a functional helpdesk, branded to your logo, colours and support email address, is there. If you're still lacking a helpdesk you really should get Freshdesk right now.
What do you dislike about the product?
Haven't really figured out anything to dislike yet.
What problems is the product solving and how is that benefiting you?
A systematic method to take care of support, problem, warranty issues. Effectively delegate tasks and make sure customers are being answered.
Recommendations to others considering the product:
If you're lacking a helpdesk get Freshdesk at once.
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FreshDesk Review
What do you like best about the product?
Simple to use, Mobile access for Agents, great and valuable features. Quick and easy dashboard to keep all tickets and emails under control makes giving support a very quick and easy task. Canned responses assist in many cases where we open up tickets for each project and we need to communicate the same message time and time again. The free version includes great features to support a well operating support centre with the option to upgrade to higher packages for additional great features.
What do you dislike about the product?
1) Mobile App is only for agents, would be great if customers had mobile access to their tickets.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
What problems is the product solving and how is that benefiting you?
Customer and channel engagements, tracking of communicate via tickets. Knowledge base articles help improve of skill set and share quick access solutions to those in the field.
Recommendations to others considering the product:
Easy to use from day one. Improve your efficiency instantly. If you're thinking of building a ticketing system yourself or plan to use another solution and bend it to become a ticketing system, save your time and make use of the free FreshDesk version to quickly setup your system and upgrade to enjoy additional features when needed.
Great product and exceptional supports
What do you like best about the product?
Had a few teething issues with setting freshdesk up on magento, but with the help of the freshdesk team, we managed to get it up and running very quickly
What do you dislike about the product?
can't think of anything and as this field is mandatory and is just writing anything that comes into my head.
What problems is the product solving and how is that benefiting you?
Customer support nad FAQ
Rapid support when we needed it
What do you like best about the product?
We've been using Freshdesk heavily for quite some time; and it's a big improvement over our previous ticketing system. However, we've been struggling with the automatic new ticket creation feature, as we had people trying to append to existing tickets who were originally part of the ticket string. I found a support string on the same subject and contacted the the Freshdesk representative involved. Within 15 minutes he'd responded and a few minutes after that he'd fixed our issue for us. Now that's service!
What do you dislike about the product?
Some of the reporting and search functions could be richer. I'd also like it to integrate with Connectwise Automate (previous Labtech) out of the box.
What problems is the product solving and how is that benefiting you?
We are a IT service desk support multiple customers, their users, and infrastructure.
FD
What do you like best about the product?
easy to navigate, calls/emails can come from account
What do you dislike about the product?
tickets do not seem reflected real-time, seem to disappear
What problems is the product solving and how is that benefiting you?
help desk tickets re: tech problems/ device and service issues
A truly "fresh" experience!
What do you like best about the product?
It just works. This help desk ticketing software helps us manage our entire customer support department with a load of features. Ticketing, chat, voice and more with all the bells and whistles imaginable. It integrates with Zapier and Slack to help streamline notifications and everything else.
What do you dislike about the product?
I don't like that when links to tickets are clicked within slack, that it opens the web interface and not the mobile app.
What problems is the product solving and how is that benefiting you?
We can communicate with our customers and keep them in the loop very efficiently with freshdesk. Everything just works without hitches.
Recommendations to others considering the product:
I highly recommend this software for help desk use. These guys care about their clients and offer great support when needed.
Good System, Fits our needs well, Support could be more empathetic
What do you like best about the product?
Our team has used Freshdesk for over 2.5 years. It works really well to manage a variety of ticket types. I like that everyone in our company feels comfortable navigating the system. With a little bit of knowledge it's fast to set up and customize processes to your liking. They have great help tutorials if you need more information on a feature.
What do you dislike about the product?
The support leaves a lot to be desired. Typically if I have an urgent issue I reach out via their live chat. I have had a lot of problems with their agents not being empathetic to the issue at hand, or having to "prove' that there is a problem, repeat details, or provide information that their team has access to see already. They are also frequently slow to respond to chat messages. The folks I've worked with directly (dedicated account managers, etc) have all been great, but live chat (which I use when the walls are burning down already) leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk as our "document of truth" - all customer data ends up here.
Recommendations to others considering the product:
Learn the product well. And get a good account manager as a backup to their live chat support.
Help full
What do you like best about the product?
It is very easy to communicate with the costumers and resolve all the issue.
Also as the tenant reply it reaches as very soon. Its not too good or too bad its just good actually.
Also as the tenant reply it reaches as very soon. Its not too good or too bad its just good actually.
What do you dislike about the product?
Sometime fresh desk will be slow which leads waste of time and also usually often it will be technical issue which is so irritating sometimes.
What problems is the product solving and how is that benefiting you?
We are resolving customers issue and replying the tickets to the customers.
Easy to use
What do you like best about the product?
Notification is the one which i like most
What do you dislike about the product?
Discuss tab recently introduced in freshdesk
What problems is the product solving and how is that benefiting you?
solving tickets
user interface is good
user interface is good
Reliable to use
What do you like best about the product?
Notifications is which i like the most
What do you dislike about the product?
Discuss tab which you have recently included
What problems is the product solving and how is that benefiting you?
Answering customer queries promptly
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