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Keep your Work Organized
What do you like best about the product?
There is multiple views to see what cases I am working on
What do you dislike about the product?
I'd have to say the only thing I have disliked is if I merge a ticket incorrectly, I cannot figure out how to unmerge it, and the summary disappears from the ticket that was the main ticket.
What problems is the product solving and how is that benefiting you?
Resolving our customer's claims quickly and effeciently
Recommendations to others considering the product:
Tips on how to unmerge tickets
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An amazing solution for resolving issues with customers
What do you like best about the product?
Freshdesk is easy to use and lightning fast. It made interacting with customers a pleasure rather than a chore.
What do you dislike about the product?
I had issues with setting up specific filters to work correctly. I hope they will allow bool operators between filters in one of the updates.
What problems is the product solving and how is that benefiting you?
Freshdesk is a fantastic way to collect and resolve customer contact. It helped us get organized and stop dropping the ball on customer interactions. It displays the tickets in an orderly fashion, with multiple sorting options, ensuring one can quickly find the relevant and essential tickets and respond to them.
Does the job very well
What do you like best about the product?
Freshdesk is easy-to-use and the software is intuitive enough for the new agents to pick up soon. I specifically like the productivity-boosting features such as canned responses, templates, and so on.
What do you dislike about the product?
Nothing much actually; the product certainly does the job well. I would love to have more operational metrics in the dashboard.
What problems is the product solving and how is that benefiting you?
Freshdesk is our customer support portal for all our customers. The entire support cycle is managed in this product; the product also provides a knowledge base to manage & share the product help documentation with users.
Useful help desk tool for a small team
What do you like best about the product?
The web interface for Freshdesk is easy and slick. I like the "admin" view categorizations (recently updated), which makes things easier to find now than in the past.
What do you dislike about the product?
Customer service for any questions with Freshdesk is terrible. Questions and tickets' response time is very long and requires constant follow-up. The way the agent accounts are organized and billed is also ridiculous. For a free tier, I am unable to simply add one paid agent. Instead, I have to pay for an upgraded tier, and then pay for all agent accounts (even those that are included in the free tier). Reporting tickets is also cumbersome. A separate ticket is created for each ticket list export. Finally, while Freshdesk allows merging relevant tickets, it does not have an un-merge function.
What problems is the product solving and how is that benefiting you?
A technical team of 3 developers and a BA use Freshdesk to provide application support for multiple company-specific systems. The flow is around 250 tickets/month, and Freshdesk helps us manage it.
FreshDesk Agent Review
What do you like best about the product?
What i like about the Freshdesk is that it provides a smooth communication between the teams to manage inter team dependencies, & every state.
What do you dislike about the product?
What I dislike is that I can't customize notifications in it, as per my needs.
What problems is the product solving and how is that benefiting you?
Inter-team Communication to resolve dependencies.
Recommendations to others considering the product:
It's a great platform to resolve inter-team dependencies.
This is a fantastic tool for process management!
What do you like best about the product?
Freshdesk is an agile, easy tool to manage service tickets. Since the implementation in our company, the management of tickets reached another level. The ability of creating specific agents with specific groups and reach points made the categorization of the tickets really easy, and the process became much more intuitive and efficient. I can say that our customers are much more satisfied with the response time and the information workflow now.
What do you dislike about the product?
This is a tough question because there is nothing I really dislike on Fresdesk! I would like having more reports on what we do with the tool, the ability to create custom reports that bring more useful management information. So that they would be really useful, since one of the main reasons to adopt a Freshdesk was to have more intelligence and insights on the operation and identify needs that may improve our processes. I could say that the interface could use a little polish, but even that is an overstatement.
In a nutshell, I love it!
In a nutshell, I love it!
What problems is the product solving and how is that benefiting you?
I don't have any problems currently. Amazing benefits of using the tool are:
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
Recommendations to others considering the product:
I would definitely recommend at least a trial of Freshdesk; it is really easy to setup and use, and the benefits of using it greatly exceed the expectations.
Great software
What do you like best about the product?
The automations, canned response are very good
What do you dislike about the product?
The lack of reminders I would like to receive an email Everytime tickets get stucked
What problems is the product solving and how is that benefiting you?
We are dealing with IT requirements and we are getting some feature requests from our costumers
Recommendations to others considering the product:
Try to buy a Blossom plan
Ticks all of the boxes
What do you like best about the product?
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
What do you dislike about the product?
Nothing. I only have good things to say about Freshdesk.
What problems is the product solving and how is that benefiting you?
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
Great tool and support
What do you like best about the product?
Easy to implement and the app is good too.
What do you dislike about the product?
When a customer opens a ticket via email, they don't get an acknowledgement that is was created
What problems is the product solving and how is that benefiting you?
Keeping support issues and projects in one place is helpful - this company used to run everything by email
Fresdesk revolutionised how we take the tickets and answer our players
What do you like best about the product?
How well organized and clean the Ticket interface is
What do you dislike about the product?
Analytics is a bit confusing and does not let me select the data I want
What problems is the product solving and how is that benefiting you?
The Speed of resolution and the Confidence of our team has increased drastically
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