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Freshdesk is a simple way to get everything in one place
What do you like best about the product?
I like how everything from email to social media to voicemails and chats is all in one place for agents to reply and look ever.
What do you dislike about the product?
I wish they would have more ability to have more chats open at once. Sometimes the chats are not ready to be closed out but only 2 can be open at a time. Also depending on internet connection, I have noticed, it will say you are connected to the phone, you can answer and make calls but it is complete dead silence.
What problems is the product solving and how is that benefiting you?
It eliminates the need to continue to go to multiple programs and websites to get the same information that freshdesk has in one place.
Recommendations to others considering the product:
Do your research, what is best for your company may be freshdesk but it also may not be.
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Good support for Customer Support
What do you like best about the product?
The customer support for Freshdesk is great. They help you to set up your help desk and all the features you need via online meeting and emails. They are quick to respond to questions so you can get set up quickly. The software allows us to manage emails (tickets) without making them look like tickets to our customers...they just look like we're responding to their emails.
What do you dislike about the product?
I think most of the Freshdesk support team (to help you get set up and answer questions) are located overseas...which is fine, I guess, but if you need to talk to them via online meeting, they are sometimes difficult to understand. Communicating via email is actually easier, I think.
What problems is the product solving and how is that benefiting you?
We had three people sharing one inbox to offer support to our customers. Freshdesk allows us to respond to these emails without overlapping responses or missing one. Also allows us to monitor the responses that are being given by our staff as they are being trained.
Recommendations to others considering the product:
We're a small, but growing company and Freshdesk has been a helpful tool to us so far. It's allowing us to deliver good customer service to our customers as our staff expands.
Simple and functional ticketing system
What do you like best about the product?
Simplicity, search filters, lots of areas can be customized. Responds fast for SaaS.
What do you dislike about the product?
Price for top plans is a little high, only some of top-tier package features are needed for us.
What problems is the product solving and how is that benefiting you?
Support tickets, chat with clients
Simple, Clean Customer Service
What do you like best about the product?
I've used several portals for Customer Service and what I enjoy most about Freshdesk is the simplicity. It is just easy to navigate and all the features are obvious and self explanatory. There is not a lot of searching through back menus to find the settings your looking for.
What do you dislike about the product?
Early on I encountered some bugs in the software that made things difficult. Issues with emails and notifications sending. That was years ago though, and they appear to be all ironed out now.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us the ability to provide quick service to customers in need without getting overwhelming. We currently use a different software for our internal clients and Freshdesk for the rest. The base version has more than enough features to provide the service we need to.
Recommendations to others considering the product:
Try out the base version (it has a free trial I believe). It has some great bonus features like gamification in the pricier versions, but I never found them necessary to provide exceptional support to our customers.
Great ticketing system
What do you like best about the product?
Integration with Magento, easy to use mobile app for answering tickets on the go.
What do you dislike about the product?
The mobile app has it's flaws. As we travel a lot, we respond to tickets a lot from foreign countries, from buses, planes or cars. You can't send an email (not ticket, just plain email, just like in the web version) to a customer from the mobile app, you have to open the web version, send the email, then go back to the mobile app. You can send new tickets or answer customer tickets from the app, which is a big plus for us.
What problems is the product solving and how is that benefiting you?
We first started using Freshdesk in 2015 for our small e-commerce shop in Magento. The business is web-based, all the products are digital, delivered by email, so there's a lot of misunderstandings and missed shipments (sometimes, the products goes into the spam folder, customer panics because he payed and didn't receive anything, then writes a ticket).
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Recommendations to others considering the product:
Use the API, use the mobile app, don't get stuck in an office when you have such a powerful tool at your disposal!
Freshdesk - First Look
What do you like best about the product?
Jeku at Freshdesk comes to mind right away. He has been terrific through a trial of Freshdesk for use by a non-profit organization in Seattle. Freshdesk created a wonderful continuity to managing and tracking requests for help of all kinds from direct user support with the data management software used, or more advanced data reporting requests from leadership staff. Out-of-the-box Freshdesk added a ton of value, and that was just at the trial level.
What do you dislike about the product?
Mmm. That's a hard one. So far, I have actually liked everything. Maybe the trial version should be a little more locked down to avoid wandering into making a configuration decision early that could prove problematic to correct later. Maybe a trial+ level with a bit more turned on.
What problems is the product solving and how is that benefiting you?
I believe I covered it in the section about what I liked. In fact, here is feedback to g2crowd: this question feels redundant, a little. Maybe put this one first?
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Recommendations to others considering the product:
Talk with the good people right away and run through a demo. Join a group of other organizations, maybe, who are interested in taking a look. Ask all your questions. I can tell they are on a great path. I've been working in Seattle tech for the last 20+ years with folks like Micorosft, Expedia, Zillow, Allrecipes, and Wizards of the Coast. I've worked with a LOT of ticketing and tracking software, and this one looks just great.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
Freshdesk makes it easy to get assistance and to manage service tickets!
What do you like best about the product?
Our IT dept is out of state and freshdesk makes getting help with time differences a breeze!
What do you dislike about the product?
Nothing to really dislike about it. Its great software.
What problems is the product solving and how is that benefiting you?
IT support - I am able to get assistance even when our local office is closed. It also makes tracking things easy.
Recommendations to others considering the product:
Great product - and customer service is wonderful.
Complete Help Desk Solution That Is Truly Affordable.
What do you like best about the product?
FreshDesk has all the essential features every help desk solution should have
What do you dislike about the product?
Some of the extended features increases the cost, but still somewhat competitive.
What problems is the product solving and how is that benefiting you?
FreshDesk allows me to track issues, while tracking time for billing, and generate critical reports for the business.
Recommendations to others considering the product:
Understand what your primary goals are for a help desk system and register for the appropriate account level. Reach out to their reps for assistance, as they will most likely work with you to ensure that you have the proper account and for a significant amount of time to allow you to thoroughly test the application.
Great helpdesk software
What do you like best about the product?
Easy to configure and administrate. Support is very reactive.
What do you dislike about the product?
Pricing has been up a lot in last years and most of the new features aren't available in the cheap plans.
What problems is the product solving and how is that benefiting you?
The support team can handle very easily our customer requests despite the fact that our team in scattered in several locations.
Freshdesk was a great building block
What do you like best about the product?
Freshdesk was the first support channel I had ever used and it was very efficient and allowed me to grow as a service professional. I liked the games and hierarchy.
What do you dislike about the product?
Phone and chat were not easily intergrated.
What problems is the product solving and how is that benefiting you?
It allowed us to communicate efficiently with our customers.
Recommendations to others considering the product:
Definitely integrate everything in. Not as solid when using multiple platforms.
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