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Easy to Use and a Valuable Way to Scale Your Business
What do you like best about the product?
I enjoy the ability to move away from one inbox into a company inbox where our team can see all of the communications from our company. The ability to have canned responses is a nice added benefit. Lastly, Freshdesk includes a lot of features but simplifies everything in a nice easy to use format.
What do you dislike about the product?
It seems ready for a refresh of the design just to give it a fresher look. Right now, it looks more like the original Basecamp did when it launched.
What problems is the product solving and how is that benefiting you?
We use it as our company email inbox. It allows us to not have to forward emails and gives us the ability to keep our team in the loop with our customer communications. We're also able to stay on top of communications, making sure we don't drop the ball.
Recommendations to others considering the product:
Check it out and see if it works for your business. The great thing is, they have a free plan so you can evaluate it and then upgrade depending on your needs.
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Cheap option with lots of features
What do you like best about the product?
They have pricing models that work great for small businesses. Their lower tier plans are cheap but still provide lots of features. We only have 4 support agents so Freshdesk worked great for us because they provide the first 3 agents for free. We only pay for one support agent.
What do you dislike about the product?
The customer support has not been very helpful. They seem to be based out of India so when submitting support ticket in US you will have to wait until at least the next day to receive a response because it is the middle of the night there. There also seem to be challenges due to language barriers. They never seem to really understand what I am asking them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support desk solution. For a reasonable price we have been able to provide our support agents with powerful tools to handle our customer problems.
Freshdesk is easy to use and intuitive
What do you like best about the product?
I enjoyed the simple interface and the variety of features included inside the free version of Freshdesk. Among them, the ability to create tickets via email, the simple interface which allows one to manage tickets, and the database of users and companies who make contact with you via Freshdesk.
What do you dislike about the product?
I like using the knowledgebase, but I wish that there were more options for importing/exporting articles, and that the editor was a little better.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to stay in touch with members of our site who encounter issues or have questions. Through its management system, it is very easy to follow up on these messages once they are converted into tickets.
Recommendations to others considering the product:
Plan out your overall strategy for serving your customers, then look at Freshdesk to see where it fits in.
Great software for managing email / tickets
What do you like best about the product?
We love that it converts our emails into "tickets", without looking like a ticket system to our clients. We are able to leave notes about incoming projects and multiple employees can all work on a single emailed project. This helps us have better communication with the customer and we always know where we are at with projects.
What do you dislike about the product?
Sometimes the software is a little clunky to use and will sometimes the tickets will display strangely if there are certain characters in the email. There is also a limit of 15MB on attachments.
What problems is the product solving and how is that benefiting you?
We receive projects in through email, and before we were having a hard time figuring out what had been done on a project and if the client had been contacted properly. Now each email request is treated like a project, and we can merge several related emails together to form a single project.
Worry Free Functionality
What do you like best about the product?
Things can no longer fall through the cracks
What do you dislike about the product?
Paying for it. It is worth the cost, and the cost is modest, but if you want a complaint, I could wish it were free.
What problems is the product solving and how is that benefiting you?
Our 8 person staff supports software that enables 30 libraries to circulate their materials. A third to half of our effort goes into responding support questions from the libraries. Before Freshdesk, calls were often lost sight of and fell through the cracks. With minimal setup effort I now have a system that allows me to keep the pulse on our efforts, and response times have improved and unanswered calls disappered. Plus it is very reasonably priced. Our business requires a lot of third party software. FreshDesk is the one without any support issues of its own. 100% reliable.
Freshdesk rocks with simplicity and ease of use!
What do you like best about the product?
When I log in, everything I need is conveniently located in 1 to 2 clicks (usually 1). That's ideal for me. To gain the biggest benefit, I like converting customer questions and our answers into FAQ's and other training tools. By me shooting mini video answers with the written detail, I"m building my help system up proactively. And anything asked that's not already in there I simply respond and turn that into a FAQ or training. It's extremely helpful doing that. I also like that I can easily switch from the agent view to the customer view without having to log out and view it that way. It helps me test what I want to see and allows me to very easily.
What do you dislike about the product?
At this time, it does everything I need it to do.
What problems is the product solving and how is that benefiting you?
As the co-owner of Doc&Do, a business management platform, using Freshdesk has allowed us to focus our development efforts on our platform and not a customer support component. That's a huge time and money saver for us.
Recommendations to others considering the product:
If you need a tool that's easy to implement and easy for your customers to use, this is an easy decision.
Easy to get started, reliable service
What do you like best about the product?
Very easy to get up and running. Good communication settings. Strong iPhone app to notify when clients need help.
What do you dislike about the product?
Nothing so far. Again meets all my needs and works 24/7.
What problems is the product solving and how is that benefiting you?
Wanted to provide easy support system with tracking and online knowledge base. FreshDesk was simple to setup and tracks everything easily.
Ticketing made easy with Slack integration and zero cost for the basics
What do you like best about the product?
The integration with Slack, The ease of use and hability to track all clients support questions
What do you dislike about the product?
The search features could be improved, I do not like the search and the conversation display, it does the job, but it should have a makeover
What problems is the product solving and how is that benefiting you?
Client support and SLA times checked
Recommendations to others considering the product:
Try the free version it's grest and just works, as I said earlier in this review, I do not like the search engine, but in reallity it gets the job done. when it comes to service and usability it has a great cost / quality racio. You can also import your data from Zendesk, that was a plus for a free service. We are now considering to upgrade our account from Spout (Free version) to Blossom.
Freshdesk makes our IT Department more efficient.
What do you like best about the product?
I love the fact that all of our tickets come in to a single location where we can manage and assign them to make sure we are as efficient as possible. Most importantly - I love that users can just send an email to our helpdesk describing their problem and a ticket is automatically created. There are also many automation features that are super handy. For example, you can automatically assign tickets by the content they contain. This could be keywords, phrases, etc. You can also have time based events that re-open tickets or automatically reply to the requester if no one has responded to them in a certain amount of time. Our organization loves it.
What do you dislike about the product?
The only major annoyance I have is when closing or resolving a ticket. Our staff are very eager to say thank you and often reply to the automated helpdesk email simply saying thank you or some other quick response. This ultimately re-opens the ticket because Freshdesk just sees the response. No matter how many times we say - no need to respond if the ticket was resolved, they still ultimately say thank you and re-open the ticket.
What problems is the product solving and how is that benefiting you?
Freshdesk has made us much more organized and efficient. We used to be inundated with emails. Often, these emails were to the wrong people which forced us to forward them to the correct person. Furthermore, these emails accidentally got lost or buried in a stack of other support emails and then people didn't get the support they needed. We are able to track how many tickets we close and monitor productivity.
Recommendations to others considering the product:
I highly recommend using this product. It does everything we need to make sure we take care of our customers.
Great way to send tickets to staff for review and follow up
What do you like best about the product?
I like that I can assign a task to someone, follow up on the status and completion of that task.
What do you dislike about the product?
I do not dislike any portion of this program at this time.
What problems is the product solving and how is that benefiting you?
Follow up, accountability, completion of tasks.
Recommendations to others considering the product:
Use this program to assign tasks, follow up on status, make staff accountable.
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