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Freshdesk is user friendly
What do you like best about the product?
I enjoy that the interface is user friendly and training a new support rep is simple.
What do you dislike about the product?
I dislike the reporting functions. Mainly because the way we base our metrics is a bit unique, so we need some customization.
What problems is the product solving and how is that benefiting you?
With freshdesk we are able to integrate multiple support interactions to flow through the ticketing system. Therefore we are able to help customers as quick as possible effectively. Integrating with our various channels has been super beneficial in organizing customer support tickets.
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Quick easy and gets the job done
What do you like best about the product?
The setup is super easy, and you can be up and running in as little as one day.
What do you dislike about the product?
There is no way to see multiple panes at once.
What problems is the product solving and how is that benefiting you?
Customer support tickets and the benefit is that the customers now know that we have received their ticket as the system sends an automated email.
Freshdesk - Easy to use tool to resolve customer issues
What do you like best about the product?
There are a lot of automated scripts that can be used in fresh desk and as per SLA the priority of the ticket can be set and FD highlights them once the tickets are due and overdue and gives us an advantage that we can also know how the customer feels once we provide resolution, they have got a separate rating for it too.
What do you dislike about the product?
Nothing much.Mostly it gives us the edge over other tools in terms of features and flexibility
What problems is the product solving and how is that benefiting you?
We resolve a lot of customer issues in terms of email support using Freshdesk and gives us an option of filtering for everything in terms of Query type, Agents, Groups, Location, Status.So it has become easy for us to pick tickets and allocate them to others based on filters and also the automation helps us in great time.
2 year experiencevery
What do you like best about the product?
The Email support channel is very useful, and the mobile app - help me to give answers and close ticket on the way.
What do you dislike about the product?
The automation is not perfect and need more feathers like close old ticket automatic.
What problems is the product solving and how is that benefiting you?
Help desk for our worker's, we can work few people on same chanel, I can see if my help desk staff work or sleep.
Best Email Ticketing
What do you like best about the product?
The best part about the freshdesk is how the team leads/managers can make changes from creating canned responses to creating scenario based automated flows/responses
What do you dislike about the product?
The interface is not very impressive. It sometimes confuses the first timers. The daily update metrics are also not very clear and is very confusing thus, not giving a very clear view of what's happening
What problems is the product solving and how is that benefiting you?
We used Freshdesk to manage our email customer support tickets. All incoming and outgoing tickets were managed through this platform. In fact, we had integrated this with other Fresh product- Freshchat.
Best CRM you can ever get
What do you like best about the product?
The best part about Freshdesk for me is the seamless integration with other tools we use in the organization, proper record maintenance of everything and help keep a track
What do you dislike about the product?
it can be more intuitive, and some features like calling integration can also be helpful, and this could become an all in one suite for customer relationship management
What problems is the product solving and how is that benefiting you?
Seamless team management, the easiest way to manage all the emails and tickets, and easy assigning of tasks across the team has been the best part about freshddesk.
Awesome tool, excellent free version as well
What do you like best about the product?
The ease of use makes it one of the best software I've used to manage support.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
What do you dislike about the product?
The layout to show the conversation thread could be optimized.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
What problems is the product solving and how is that benefiting you?
We use it to solve almost all support problems.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
You need a nice and powerful help desk? Look no further...FreshDesk is the answer.
What do you like best about the product?
I like the Automations that FreshDesk provides and the simplicity to use.
What do you dislike about the product?
I can't thnik of one, everything about the software is great.
What problems is the product solving and how is that benefiting you?
We solve IT-related issues using FreshDesk.
Recommendations to others considering the product:
Just get it; it's far better than the other platforms and affordable.
system needs to be modified more
What do you like best about the product?
It is helpful for better communication and understanding
What do you dislike about the product?
need more modification and automization of system
What problems is the product solving and how is that benefiting you?
customer ticket resolution
Product is good but support for the product is poor. Follow up is not good from their support team.
What do you like best about the product?
The reporting aspects of Freshdesk are good. There are some analytic reports which give deep insights into all aspects and features of Freshdesk. Their reporting makes accountability for the team easy.
What do you dislike about the product?
In recent months their support has been poor. They do not respond and most of the time are not available on Live Chat. I believe they are based in India, so supporting a company in the U.S. seems to be an issue as they are not online during U.S. business hours for live chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.
What problems is the product solving and how is that benefiting you?
All of our customer communication flows into Freshdesk. We also use it for Knowledge Base articles and tracking. The benefit is having it all in one system and easy reporting across multiple channels of support.
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