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Capable and scalable - great support solution
What do you like best about the product?
Freshdesk is at its best when corresponding by email. The entire thread is visible and searchable. The editor works quite well for dropping in images and hotlinks. Lots of keyboard shortcuts make things faster.
Search function is fairly powerful, though a bit obtuse at times.
Search function is fairly powerful, though a bit obtuse at times.
What do you dislike about the product?
Contact info should be easier to copy and paste without clicking on things. Occasionally a draft email will get lost. Overall, not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us keep track of customers, regardless of where they are in the sales flow. CRM can make sure we don't forget about customers, but it's Freshdesk that keeps track of what's actually going on. It works great with multiple users. The Solutions section is particularly useful for us, being able to insert pre-written responses as well as publishing a Knowledge Base on our website.
Recommendations to others considering the product:
There is not much that I would improve. Freshdesk will keep track of customer contact, allow for notes and can even handle VOIP use.
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Freshdesk - half year later
What do you like best about the product?
All in one.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
What do you dislike about the product?
Chat system - need to improve.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
What problems is the product solving and how is that benefiting you?
We provide customer\technical support for our clients (most of them - IT startups).
Recommendations to others considering the product:
Feel free to ask any questions from FreshDesk support team. They are very friendly and always offer you best solution or good advice. And in this way you save a lot of time and money.
Surprisingly Functional and Effective
What do you like best about the product?
The feature included, and all the simplicity on its organization, configuration, as well with the fast application of changes, it was only good surprise at every single new step on my exploration of this tool. I've have been since than suggesting it for several companies I work with, friends that own business too, and I will continue.
What do you dislike about the product?
The limitation on design, and the descriptions or the promotional pages about certain apps, its not that clear. And of course that the of amount of information that is needed to absorb in a relative same short period of time, makes it challenging to understand specific areas, however not critical.
What problems is the product solving and how is that benefiting you?
All my social media communications as well with control and feedback to every interaction, e-mail, comment, private message on other platforms. All in one single place.
Recommendations to others considering the product:
SOLVED O PROBLEM OF OVERLOAD: imagine all the apps/websites like facebook messenger + twitter messages + email + support-email + support-tool + who knows what more, and all this open at same time in different tabs. Now I am able to see all of the important things by date, organized into a new singular common area, and answer from the app, with simple clicks of exercise ahahah.
Good
What do you like best about the product?
This is a web base app, very easy to use, does not require installation or internal storage space, The Garden version has nice features such as; Internal Chat, Knowledge Base, Reporting, etc, I can actually add SOPs and videos for users to educate and enjoy...
What do you dislike about the product?
When I export an open tickets report as a spreadsheet, It exports the tickets, but not the updated notes on the ticket, which mean that after exporting the report, I have to update the notes on each ticket again.
What problems is the product solving and how is that benefiting you?
The problems that I work on using Freshdesk are; Internal Technical Support Tickets.
Recommendations to others considering the product:
Try the free version for a few months, move on to a trial paid version, depending on company needs then execute.
Easiest software ever installed!
What do you like best about the product?
I like how easy it was to setup and use Freshdesk out of the box. I was able to setup and use within a day. Their guide is easy to use and steps you through in a logical fashion. When I did have a question their Support team was fantastic. They answered very quickly and provided 1-1 assistance when needed.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
I would recommend to anyone who needs a support system and has ever worked within one before. I'v used many over the years and this is by far the best for Administration and Agent use.
What do you dislike about the product?
We have used all of the features and are quite happy with each one. I have not had any issues to date with their product.
What problems is the product solving and how is that benefiting you?
We have been able to publish content and solutions to our customers in an efficient manner. Along with the chat features and new call routing within Freshdesk, we can respond quickly.
Recommendations to others considering the product:
It is the best out of box solution. Great first step for those who need a Support system but not sure where to start. This has everything in one package and will grow with your company.
Very Happy!
What do you like best about the product?
The simplicity to implement, customize and implement.
What do you dislike about the product?
That Freshdesk doesn't have customized forms for different types of tickets
What problems is the product solving and how is that benefiting you?
Service desk, Legal Department requests and Payable Accounts requests. We simplified all processes and now we have a excellent control of all requests.
Freshdesk makes support a breeze
What do you like best about the product?
I love the ease with which I can create a knowledge base for my staff and clients to use.
What do you dislike about the product?
Nothing yet! Even the Sprout plan is awesome!
What problems is the product solving and how is that benefiting you?
Knowledge management, social media outreach, and improving consistency of responses to clients.
Great Product - Very Useful and Helpful
What do you like best about the product?
Easy to use - Easy to train a new user - Easy to track and resolve issues
What do you dislike about the product?
I have not found anything to dislike. There must be something. I will keep looking for it.
What problems is the product solving and how is that benefiting you?
Tracking reported issues in a central warehouse and the orders in and out of that warehouse for 3500 external users. Problems don't sit in a paper stack and slowly get or never get addressed. Our users like the responsiveness of the warehouse team that is now using FreshDesk.
Recommendations to others considering the product:
Great HelpDesk Product. Easy.
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.
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.
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