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Used it within 2 schools and one MAT thus far.
What do you like best about the product?
As simple or as complicated as it needs to be. The gamification of ticket stats tends to work as a positive motivator for junior technicians.
What do you dislike about the product?
As a non-profit, some of the subscriptions for the higher tiers aren't justifiable.
What problems is the product solving and how is that benefiting you?
Team workload and monitoring, especially when dealing with remote members of the team.
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A truly great service.
What do you like best about the product?
The ability to fully customise the platform to match your needs and the ability to have backend javascript which can do almost anything.
What do you dislike about the product?
The way in which conversations are minimised and old messages hidden can sometimes be annoying
What problems is the product solving and how is that benefiting you?
We have created a helpdesk for our company. It is extremely efficient and allows us to not have people directly email us which reduces congestion in our mail boxes.
Recommendations to others considering the product:
It is a great platform, highly customizable to meet your needs and the service is great from the support staff.
Product does not seem to be working with Microsoft Accounts
What do you like best about the product?
Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.
What do you dislike about the product?
Emails display correctly in outlook, but in Freshdesk, it has looked terrible lately. It used to work great, but with all the changes from Microsoft, it seems to break something in Freshdesk, and these issues do not get resolved, and it gets worse daily.
What problems is the product solving and how is that benefiting you?
We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.
Flexible and Scalable, an awesome solution I recommend to all my clients.
What do you like best about the product?
Ease of use and adaptability. There is almost nothing it cannot do if you set it up correctly.
What do you dislike about the product?
Businesses always want more, sometimes it is challenging getting that little extra right. Fortunately there is usually a workaround to get us to the end goal.
What problems is the product solving and how is that benefiting you?
Automation resulting in customer satisfaction because we get to resolve issues quicker with more accurate information being available upon first contact.
Excellent Support Software for Growing Businesses
What do you like best about the product?
Freshdesk is an awesome support platform that will help you scale your business as you grow. Their subscription prices are affordable and scalable, with a very intuitive user interface. This program will work for you no matter what you need to help support your customers for your business. Their free plan has everything you could want in a support platform, and their expanded plans offer additional tools at just the right price point. The program is easy to use and maintain and allows for multiple groups/teams to work together in tandem to resolve your customer's issues faster.
What do you dislike about the product?
There are a few parts of their system that can be a little difficult to understand when setting up, but their support is amazing and they can help even the most technologically challenged person quickly and easily set up their platform.
What problems is the product solving and how is that benefiting you?
We had trouble sorting and responding to tickets with our previous platform. With Freshdesk it is easy to note and keep track of different user's account issues.
Recommendations to others considering the product:
Freshdesk can be intimidating because of all of the tools and services, but they start with very intuitive defaults. Setting up and administrating the account is very easy and does not take any time at all!
The simplicity of using Freshdesk is mind blowing.
What do you like best about the product?
The simplicity of using Freshdesk is mind-blowing, very complex processes have been watered down or compressed to a few clicks, my best feature so far is the automation of repetitive processes, scenario automation. I may not be utilizing all the features as expected, but I wish to know more according to our business use case and the goals we seek to achieve.
What do you dislike about the product?
It's quite difficult to get some reports using the analytics feature.
What problems is the product solving and how is that benefiting you?
Reporting has been very seamless, as well as evaluating our support down line.
Service Operations Specialist
What do you like best about the product?
Amazing tracking of ticketing history. Many options for Automations. Good integrations with Freshchat.
What do you dislike about the product?
Don't have a good user manual only for agents - Like 1,2 pages something short.
What problems is the product solving and how is that benefiting you?
We have solved one big problem which was to remove all personal emails to be used for correspondence between customers and agents.
Recommendations to others considering the product:
Easy to be configured with your CRM. Good and easy understanding from the agent side.
Really satisfied with Freshdesk
What do you like best about the product?
I started to implement Freshdesk as our first ticket system and I am still glad with this choice.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
What do you dislike about the product?
I miss some small adjustments since I use Freshdesk also for incidents and escalations.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
What problems is the product solving and how is that benefiting you?
I use Freshdesk mainly to improve our product lifecycle. We are able to detecting issues early by analysing all requests and were able to downsize our solution release time.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Recommendations to others considering the product:
A tool is always as good as your enthusiasm to learn all ins and outs. So don't blame the tooling and have a look how to creatively solve the issue or giving feedback to adjust it.
Freshdesk Review
What do you like best about the product?
How seamless everything can be, once you know your way around. It's ideal for a startup that needs a proper customer support platform.
What do you dislike about the product?
I would like a little bit more customisation and other administrative options available for the Blossom subscription (our current subscription) as we don't feel the need to upgrade to a higher one due to the fact that we only have one customer service agent.
What problems is the product solving and how is that benefiting you?
Communication and customer support. Seamless integration of apps once they are implemented.
Excellent software and support
What do you like best about the product?
Freshdesk is an excellent helpdesk application. The biggest positive of using this application is the Freshdesk support and customer management teams. They regularly follow up to check in - they also provide annual operational reviews where they look at the metrics and make suggestions on how to enhance our usage of their product. There are regular releases that fix bugs and add extra features. I like the fact that they provide a feedback mechanism on their "release notes". There is a lot of flexibility with automation.
What do you dislike about the product?
Their new reports product has been in beta for over a year with no movement. They have the right idea on how to proceed; however, the interface needs significant work. I would like to have the ability to extend the usage of the product by creating new database tables and screens. Something similar to salesforce. I also don't want to pay extra for this or be limited by having them do the development work. Some reported feature requests have been open with no action for years - i.e. being able to reassign ticket source. You can see these on the community board. It would be good to get these customer requests handled and then start building out their product to eliminate the need to bolt on other products - i.e. being able to add on database tables and screens. More automation options would be good. Adding NPS as a built-in survey tool would be an excellent feature. Getting rid of their ticket archiving system is critical. I'm not too fond of the fact that after several months my tickets get archived and become harder to find and analyze - this is a big issue that I wish they would fix.
What problems is the product solving and how is that benefiting you?
The widgets and the ability to integrate them into our other products to collect tickets are great features that give us a leg up on the competition. Their API is really good and has allowed us to built integrations with other products. They need a reporting API that doesn't have a rate limit.
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