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One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
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Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Happy automating the assignments
What do you like best about the product?
Freshdesk has a good dashboard view for all the active agents depending upon their scope and roles.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
What do you dislike about the product?
The forward button only forwards the last four interactions in the ticket, which is a little troublesome.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
What problems is the product solving and how is that benefiting you?
I have been able to accurately measure agent performance, customer satisfaction and the overall SLA. Through time triggers, I have been able to send reminders to internal agents as well as the requesters about their tickets. Agent and requester notifications help me to set up templates to be sent for every ticket update.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
Recommendations to others considering the product:
If you are looking for simple yet effective customer support, you can go ahead with Freshdesk.
It's reliable and the support team does well to help us out.
It's reliable and the support team does well to help us out.
Great as a Helpdesk Solution
What do you like best about the product?
Customers can easily submit tickets. Team members are able to collaborate and easily communicate in the system.
What do you dislike about the product?
When creating a ticket in the system you must assign a contact that has either an email address or phone number in the sytem. Addtionally, it's easy to mistakenly message the client instead of leaving an internal note.
What problems is the product solving and how is that benefiting you?
Our team can organize and respond to customer issues and inquiries.
Great helpdesk for any size company
What do you like best about the product?
We use Freshdesk to manage our email and social support channels for two brands and two international locations. The filters are powerful to make relevant cases visible to the right people.
What do you dislike about the product?
If customers open multiple tickets, it can be confusing sometimes opening their multiple tickets and tracking back to find the information you need. I am not sure there is an obvious improvement to the interface that would help, but it can be a pain point when trying to handle complex cases.
What problems is the product solving and how is that benefiting you?
A unified helpdesk for our multiple brands and locations across email and social channels makes delivering excellent and timely customer service a breeze. Helpdesk analytics also makes management fo support staff easier.
It's the best automation platform in the entire market.
What do you like best about the product?
The truth is that what I appreciate the most is the automation of their services and that is precisely what they are famous for, it is very simple in a couple of clicks to have your quote email ready for the client.
The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple.
I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements.
I also like that it is an omni-channel platform which makes it easier to focus on the requirements.
I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable.
The configuration platform is super comfortable and easy to understand, so even if you don't have much experience with technology, operating Freshdesk is super simple.
I like that thanks to Freshdesk we can offer multiple communication options to our customers to solve and meet their requirements.
I also like that it is an omni-channel platform which makes it easier to focus on the requirements.
I also love the cost of the service and it is really affordable, especially if you are starting your business because although you can be sure that it is a quality tool, its price is really affordable.
What do you dislike about the product?
Freshdesk is an amazing platform, however it has a couple of details that I don't like.
The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers.
The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility.
The first one is that the name configuration is a problem, you have to be very careful because sometimes the name of the previous customer remains and the email is sent with the wrong name and that is very annoying for some customers.
The second detail is that sometimes when the demand from clients is very high, the service slows down and for us as providers this reduces our credibility.
What problems is the product solving and how is that benefiting you?
For me their help has been invaluable, because thanks to the platform I have been able to connect with my client almost automatically and that has made my reputation as a good supplier grow.
Recommendations to others considering the product:
Honestly, it is the cheapest service you will find online and once you become familiar with the details of the platform everything is a piece of cake. I recommend it 100%.
Freshdesk Review
What do you like best about the product?
Easy to use interface with interactive features
What do you dislike about the product?
Not enough options to control items within each ticket
What problems is the product solving and how is that benefiting you?
We are solving software related problems; the biggest benefit is it integrates well with Jira
Great tool to manage your customer support
What do you like best about the product?
The ease of creating automations saves us a lot of time and helps us maintain a high quality of management
What do you dislike about the product?
For some time we have been trying to generate reports that allow us to measure performance by agents, they have many reports but, at least in our current plan, none to measure the volume and quality of care comparing by agent
What problems is the product solving and how is that benefiting you?
We are an insurance broker and thanks to fresdesk we can manage our clients' requests and manage them with each insurer in a fast and efficient way.
Recommendations to others considering the product:
To use it!
FD is very interactive and fast pace environment for delivery schedule/reschedule matter.
What do you like best about the product?
The status change, required time to resolve a ticket, adding internal notes and easy to follow up.
What do you dislike about the product?
Cannot trace to see whether the email/ticket has been sent or bounced back.
What problems is the product solving and how is that benefiting you?
Schedule/Reschedule delivery, reply to customer inquiries, resolve intern departmental matters
Amazing Helpdesk Platform
What do you like best about the product?
We've been using Freshdesk for over 8 years, and honestly, it just works. From the free tier to the paid plans Garden etc. Depending on what you require in terms of reporting and analytics, you choose your plan accordingly but real a class product with good support.
What do you dislike about the product?
In the past, it was missing lots of cross-app integration, but they closed that gap slowly. Also there arent fast ways to delete spam mail or mail flood in the helpdesk
What problems is the product solving and how is that benefiting you?
Ticket logging and escalation. Ticket priority and SLA's. Custom FAQs for repeat ticket types. This has simplified the IT ticket logging process and helped uses resolve some of their own issues.
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