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Omnichannel ticketing solution, with limited support & complex UI
What do you like best about the product?
Detailed data dump download, the flexibility of changing business hours & adding agents or ticket fields, helpful Apps & APIs are available. Dashboard view is quite comprehensive.
What do you dislike about the product?
Setting up rules & configuring apps is quite a challenging task. The support provided is not as per expectations. TATs usually get violated & Relationship Managers are busy handling minimal clients. Feedback parameters are minimal.
What problems is the product solving and how is that benefiting you?
We are managing a large number of customer requests efficiently. Per agent, the cost is quite manageable and does not burn a hole in your pocket. With a few apps, the daily work becomes relatively easy for agents.
Recommendations to others considering the product:
Initial set-up support would be good, but once the set-up is complete and you require any help, the RM & technical team would be too busy to give you a slot.
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The go-to customer support software!
What do you like best about the product?
It is very easy to start using Freshdesk. In a couple of minutes a basic support desk can be set up but later on you can extend it easely. Both small and very big teams can use it!
What do you dislike about the product?
There is not much to dislike. Sometime a bug or two emerges and they not always fixed promptly but to be honest there problems are occasional and only minor details, nothing basic.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to support our customers. The end users or we open a ticket for every problem and we resolve that ticket in Freshdesk. Out goal is always only to resolve all the tickets currently open.
Amazing Tool !
What do you like best about the product?
Even in the free version, many excellent features make any helpdesk setup task easy and fluid!
What do you dislike about the product?
Almost nothing. Some reports could be better in the free version, but you can export a CSV file and make your analysis.
What problems is the product solving and how is that benefiting you?
Ticketing in general, task assignment, and knowledge base are great !
Recommendations to others considering the product:
Best tool, including mobile app !
REVIEW Freshdesk
What do you like best about the product?
Custom Reports
Dashboards
Ticket creation
Dashboards
Ticket creation
What do you dislike about the product?
I absolutely detest that we can not have our reports sent to our FTP.
What problems is the product solving and how is that benefiting you?
Customer problems and resolution.
Customer service rep action tracking and ticket tracking.
Customer service rep action tracking and ticket tracking.
I have been using Freshdesk for 3 years and it has been an absolute delivht
What do you like best about the product?
The round robin feature where tickets are automatically routed to available agents
What do you dislike about the product?
Search pattern : the search box doesn't bring only what the user is searching for
What problems is the product solving and how is that benefiting you?
Customer communication
One of the Best and Constantly Evolving Ticketing Application
What do you like best about the product?
Manage tickets with ease.
- Set Automation Rules on frequent use cases
- Set Team-based & Category-basrd SLA policies
- Triage tickets
- Web-forms customisation
- Marketplace Applications for special needs
- Intelligent Bot
- Space to create Exhausive Knowledge base
- Customised Dashboards
- Surprisingly Cool Support Experience
- Set Automation Rules on frequent use cases
- Set Team-based & Category-basrd SLA policies
- Triage tickets
- Web-forms customisation
- Marketplace Applications for special needs
- Intelligent Bot
- Space to create Exhausive Knowledge base
- Customised Dashboards
- Surprisingly Cool Support Experience
What do you dislike about the product?
Not a lot. But,
- Complicated Rules for some automations
- Lesser scope for detailed customisation
- Complicated Rules for some automations
- Lesser scope for detailed customisation
What problems is the product solving and how is that benefiting you?
- Increased Answer Rate
- Reduced TAT
- Escalation Matrix triggers notifications on missed SLA
- Prioritise Social Media Responses
- Bot as first level support optimises FTE count
- Improved CSAT Tracking
- Web-forms with predetermined categories helps automate ticket assignment to relevant teams
- Parent-Child ticketing option helps track progress on assigned tickets to other teams.
- Customised Reports.
- Reduced TAT
- Escalation Matrix triggers notifications on missed SLA
- Prioritise Social Media Responses
- Bot as first level support optimises FTE count
- Improved CSAT Tracking
- Web-forms with predetermined categories helps automate ticket assignment to relevant teams
- Parent-Child ticketing option helps track progress on assigned tickets to other teams.
- Customised Reports.
FreshDesk - Easy to use
What do you like best about the product?
Easy use and train new joiners. UI is very interactive. Automations and customizations are very easy to understand.
The Customer Portal is very easy to use for customers.
The Customer Portal is very easy to use for customers.
What do you dislike about the product?
Freshdesk is good for simple implementation but has Limitations to support complex business scenarios. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side. I also don't like the limitations around the access and roles.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us with effective collaboration, management and Ticket management across the team. Service Level Agreements and reports help us identify our KPIs.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Effective and timely ticket management. Also, Dashboards and other reporting capabilities are easy to track the performance of Agents. Good for simple configurations and customizations. But as the system grows, some limitations are seen from the product side.
Recommendations to others considering the product:
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy product to train and understand. New employees can hit the ground running quickly.
Configurations and customizations are easy to set up and manage. Also, the customer portal and UI is very interactive.
Easy to integrate.
What do you like best about the product?
I needed to integrate Freshdesk with some other tools we have. The APIs available are robust and well documented. Everything worked without a hitch! The automation engine in Freshdesk is super easy to work with and powerful. Zendesk is the only competitor I had used previously, and when comparing Freshdesk to Zendesk, I was satisfied with the parity.
What do you dislike about the product?
They've been so helpful; it's hard to identify something. Most of my frustration has been with configuration. Not because it's hard to configure but because I just don't know, from a strategic standpoint, how I should set things up. I wish I could have multiple knowledgebases without paying a ton more. But we're using custom fields to get around this.
What problems is the product solving and how is that benefiting you?
We have a lot of websites and one customer support team. Freshdesk has made it easy to work with customers across all of our sites while keeping tickets organized and in one spot.
It is really useful in data reporting and consolidation of requests
What do you like best about the product?
To-do List
Reporting
Assignation of tickets
Reporting
Assignation of tickets
What do you dislike about the product?
There is no mobile version for the admins
What problems is the product solving and how is that benefiting you?
The assign of tickets between agents
Quite agent friendly Customer support portal.
What do you like best about the product?
I like the Filters and views, which helps to create my own views as per my need, makes me quite free
What do you dislike about the product?
The response and properties cannot be updated together.
What problems is the product solving and how is that benefiting you?
Customer support queries from various products of my organization. Few of the features are very friendly.
Recommendations to others considering the product:
If you are looking for a good support tool with multiple products and want to use it with a bigger team base, go for it!!
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