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Responsive and super helpful team. Constantly updating the platform
What do you like best about the product?
The platform is constantly updated with new features. Their recent growth has shown dedication to improving Freshdesk, as well as their other new products including FreshCaller.
The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.
The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.
What do you dislike about the product?
*Updated comment regarding outdated interface. They've now launched their new Mint interface which is very clean and modern. *
Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc.
Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.
Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc.
Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our support tickets from multiple channels and be able to collaborate with other customer support agents within our company.
Recommendations to others considering the product:
Their team is super quick at responding and willing to be helpful. The platform does have occasional bugs, but their team is quick to respond and fix them.
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Very Solid Ticketing System
What do you like best about the product?
I like the fact that I as one person was able to implement within a week. I also like that I was able to setup dependent dropdowns.
What do you dislike about the product?
The mobile app isn't very good for managers. Also the chat function needs some work. I'd really like to see in chat the ability to take over the other users computer. Would be very helpful for techsupport.
What problems is the product solving and how is that benefiting you?
We have been able to figure out what our call and email drivers are.
Recommendations to others considering the product:
Make sure you have all your ducks in a row before implementation. Really scope out what data you are trying to get out of it.
Both great and frustrating
What do you like best about the product?
Consolidation of lots of different support channels. Lower tier pricing is a decent value. Support from the company is pretty fast. Their mobile app is fairly feature rich.
What do you dislike about the product?
The lower tiers don' get many feature enhancements and are missing a couple of what I consider key components. Website is not fully responsive.
What problems is the product solving and how is that benefiting you?
Ability to consolidate and manage trouble tickets for our customers from a variety of channels and using geographically dispersed agents.
Recommendations to others considering the product:
It's pretty much everything you expect out of a ticket management system - tickets, knowledgebase, ticket escalation, reporting, integration with external tools like SalesForce and Jira. The lower pricing tiers get you a lot for the money but are missing a couple of components I consider key. For example, on the mid tier, you can't create basic text blocks on the "Open Ticket" page so customers can receive instructions on how to fill out the form. I think this should be available across all tiers - not just when you spend a few hundred extra per month for the tier that includes branding and full customization. One other major missing feature is it doesn't show recommendations for existing knowledgebase articles or prior tickets when agents are responding to customers. Customers see this when creating new tickets, but our agents have to manually search the old tickets and the knowledgebase to find info that might be relevant to the ticket they have open. They have also come out with numerous upgrades over the past few months, but few of these go to the lower tiers. As a startup, we can't afford to spend hundreds extra per month to increase our tier level. With that said, I do believe they are a decent value for the money - but make sure you know exactly what features you are looking for when selecting your trouble ticket platform.
Expediant and Courteous service
What do you like best about the product?
Any time I have a question or concern about the system we're using, the responses I receive are always quick and courteous, and almost always answer my question or address my concern on the first response.
What do you dislike about the product?
There have been times when the system is not capable of preforming a desired action. However, the response from Freshdesk staff always empathizes and offers to forward my feedback to the development team for possible future updates.
What problems is the product solving and how is that benefiting you?
The ticket system helps keep our staff accountable so that issues from our customers are never left behind.
Recommendations to others considering the product:
Never be afraid to ask questions. The response team at Freshdesk are always very helpful.
Awesome helpdesk experience
What do you like best about the product?
Simple and customizable, Freshdesk is a tool with which we can no longer live !
What do you dislike about the product?
Nothing really. No software is perfect but it works great !
What problems is the product solving and how is that benefiting you?
IT Helpdesk and sales workflow.
The main benefits are :
- sharing information between sales and ingeneers
- all in one place
- invoicing
- mobility
The main benefits are :
- sharing information between sales and ingeneers
- all in one place
- invoicing
- mobility
FreshDesk - Professional, Caring and Innovative Partners
What do you like best about the product?
Freshdesk helpdesk functionality is flexible and accommodating to nearly all business processes. Rule writing and automation is easily configured and managed through the admin portal. Reporting is made easy through their new report portal with critical KPI measures easily visualised to make important business decision on the fly. The system is made fun for customer service teams by the "gamification" model and has largely contributed to important internal competition and drive within our team.
What do you dislike about the product?
* Needs the ability to retrieve emails (if an email has been sent to the wrong customer or with sensitive information accidentally) as you would in outlook.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
What problems is the product solving and how is that benefiting you?
We handle roughly 3000-4000 tickets a month with varying degrees of complexity. Having Freshdesk we are able to take, direct and distribute these to the appropriately skilled groups and individuals to ensure our customers get the quickest and highest quality responses. Freshdesk also resolved an escalation issue we had before moving to this platform, now any task that breaches our SLA times is immediately flagged to the agent and the manager resulting in little to no customer complaints and increased customer satisfaction.
Recommendations to others considering the product:
Make the move, it is cost effective, adaptable and always improving.
Freshdesk is an amazing tool to help us deliver the best customer service!
What do you like best about the product?
Freshdesk allows us a lot of customization. We have created all sorts of email templates, which allows us to deliver a consistent message to our customers. We also love the dashboard and gamification aspect of Freshdesk. We get a great quick overview from the dashboard and the gamification aspect motivates our employees.
What do you dislike about the product?
I don't really dislike anything, because we have made several suggestions that have been implemented. One thing that I would still like to change would be an easier way to set the rules for dispatching tickets automatically. Right now you have to be really aware of the order of the rules because some rules override others.
What problems is the product solving and how is that benefiting you?
We are able to quickly respond to our customers with a consistent message. We currently have a 95% customer service rating!
Not sure how we would manage our support desk without Freshdesk!
What do you like best about the product?
Clean, easy to use and find what you are looking for. I like the option to have customers rate their satisfaction with their responses as well.
What do you dislike about the product?
There isn't anything I have an issue with.
What problems is the product solving and how is that benefiting you?
Keep all tickets organized and streamlined.
Freshdesk is a Lifesaver!
What do you like best about the product?
The portal is intuitive and we were able to be up and running on the site in a very short amount of time. It makes all of our customer support efforts more visible, whereas before when we were using individual email accounts and phone numbers, we had no actual picture of our customer's needs and the speed with which we responded to them. The software allows us to move forward in our efforts towards customer service excellence!
What do you dislike about the product?
Oddly enough, at times the customer support offered by Freshdesk has been wanting. We have had experiences where it seemed as if our question wasn't being understood, but there wasn't a desire to dig deeper and determine where the communication issue was occurring.
What problems is the product solving and how is that benefiting you?
We were having issues identifying exactly how we were doing when providing support to our customers and we weren't sure that all team members were pulling their own weight. We also previously had to have customers assigned to a specific employee and the software allows us to be more collaborative in our customer service efforts.
Professionnalisation et digitalisation du support client
What do you like best about the product?
Mes 3 fonctionnalités préférées : le reporting - la gamification - les SLA
La gamification est une fonctionnalité qui est très populaire au sein de l’équipe et qui motive tout le monde à travailler plus efficacement. Les fonctionnalités de rapports détaillés et de gamification de Freshdesk permettent aux agents de mesurer et suivre leur activité d’assistance mais également de contrôler l’efficacité du système dans son intégralité.
Le support multicanal et la facilité d’utilisation ont également été déterminants dans notre choix de la solution.
La gamification est une fonctionnalité qui est très populaire au sein de l’équipe et qui motive tout le monde à travailler plus efficacement. Les fonctionnalités de rapports détaillés et de gamification de Freshdesk permettent aux agents de mesurer et suivre leur activité d’assistance mais également de contrôler l’efficacité du système dans son intégralité.
Le support multicanal et la facilité d’utilisation ont également été déterminants dans notre choix de la solution.
What do you dislike about the product?
- Je souhaiterais avoir plus d'options avance pour la partie "Enquête de satisfaction clients" avec la possibiliter de demander en fin de mois si le client est satisfait "globalement" du service (NPS)
Autre point à améliorer, les explications du pourquoi et comment, lorsqu'un ticket n'a pas été ou a été mal redirigé vers un agent.
Autre point à améliorer, les explications du pourquoi et comment, lorsqu'un ticket n'a pas été ou a été mal redirigé vers un agent.
What problems is the product solving and how is that benefiting you?
Avant, les agents du support client géraient les tickets entrants (entre 95 et 100 tickets par jour depuis les fonctions financières et administratives jusqu’aux commerciales et informatiques) via Outlook ou par téléphone. Ce système obsolète les empêchait d’intégrer ces différents canaux sous un seul et même domaine. Les agents faisaient face à une insatisfaction récurrente client dûe au manque de suivi des demandes support.
Durant la phase de test de Freshdesk, nous avons pu exploiter la puissance de l’outil et ses fonctionnalités en s’appuyant sur un portail web. Celui-ci, entièrement personnalisable, a immédiatement attiré notre attention.
Bénéfices :
Un outil unique, un seul point d’entrée pour gérer le support à travers différents canaux. Les agents suivent mieux leurs clients provenant de différents départements, en leur donnant des réponses rapides.
Les SLAs déployés en utilisant Freshdesk ont facilité leur travail et augmenté leur productivité. En effet, ils ont réussi à 95% à étendre leur support client en répondant plus rapidement aux tickets à l’aide de ces SLAs.
Freshdesk aide les agents de Bridgestone à intégrer des questionnaires de satisfaction dans leurs conversations avec les clients, afin de mesurer leur satisfaction.
Durant la phase de test de Freshdesk, nous avons pu exploiter la puissance de l’outil et ses fonctionnalités en s’appuyant sur un portail web. Celui-ci, entièrement personnalisable, a immédiatement attiré notre attention.
Bénéfices :
Un outil unique, un seul point d’entrée pour gérer le support à travers différents canaux. Les agents suivent mieux leurs clients provenant de différents départements, en leur donnant des réponses rapides.
Les SLAs déployés en utilisant Freshdesk ont facilité leur travail et augmenté leur productivité. En effet, ils ont réussi à 95% à étendre leur support client en répondant plus rapidement aux tickets à l’aide de ces SLAs.
Freshdesk aide les agents de Bridgestone à intégrer des questionnaires de satisfaction dans leurs conversations avec les clients, afin de mesurer leur satisfaction.
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