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The best tool ticketing tool for Support Agent
What do you like best about the product?
Freshdesk Helps to keep tickets classified and organized. It also offers many channels of communication - email, chat, and phone.
What do you dislike about the product?
It's good, but the interface is too simple.
What problems is the product solving and how is that benefiting you?
I am receiving emails and calls from Customers and providing customer support using Freshdesk. I also manage our ticketing system on Freshdesk and classify them using different folders and Freshdesk makes my life easier.
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Freshdesk great experience
What do you like best about the product?
Freshdesk is a great ticket system with a friendly UI, a perfect fit for start-ups and larger companies around the globe. This tool enables you to set up powerful automation (Tickets assignments, time-triggered actions, notifications, etc.) so you can save time on daily basis tasks, run and schedule reports based on multiples categories.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
What do you dislike about the product?
Sometimes the waiting time for support is not the best.
What problems is the product solving and how is that benefiting you?
Automate tasks, and reduce tickets volume with a knowledge base, also run reports for decision making and service improvement.
Great system: changed out ways of working!
What do you like best about the product?
How easy it is to use and how we have adapted our whole way of working and workload management.
What do you dislike about the product?
Nothing much to add here, overall we're really happy with the service and experience
What problems is the product solving and how is that benefiting you?
We had a issues with managing workload from an inbox, this has solved those problems
Resolve Queries, Tickets Easily With Freshdesk
What do you like best about the product?
Simple user interface. Easy to create tickets and resolve tickets. Best customer support system which can be integrated with your software, store etc. Client onboarding process is easy and you can also integrate with your social media and it will give instant response to visitors, users. You can sort tickets by newest to oldest. You can easily filter open tickets, closed tickets which will save your time. You can manage your account from both desktop and mobile application. It helps to provide customers a better experience in the name of support. You can attach files to the tickets for better resolution to customers. You can create surveys for customers to rate about your support.
What do you dislike about the product?
Nothing such points to dislike. It has lots of features which make it perfect.
What problems is the product solving and how is that benefiting you?
I have used this software to resolve tickets created by customers. It also shows priority level of tickets through which it is possible to resolve high priority cases first. At Delhivery we check shipment queries, escalations , CPD Shipment delays and many more through this software and provide customers fast resolutions to improve our quality of business.
Recommendations to others considering the product:
I will recommend this software to businesses to provide customer support which will keep good impacts on customers. You can try 21 Days free trail to check features and then you can go for paid subscriptions.
Good basic service, lacks features that make it top-notch
What do you like best about the product?
Clean layout, lots of built-in components like caller & chat
What do you dislike about the product?
can only use view to see your tickets (no kanban board), search isn't great, chat lacks a lot of features that are almost basic on other products
What problems is the product solving and how is that benefiting you?
manage customer communication, good all-in-one-place solution
Very good customer support software
What do you like best about the product?
I like the instant ticket creation and instant reply with the ticket number. This is a best software used for CRM solutions.
What do you dislike about the product?
There is no predefined SLA made mandatory. They need to make this as mandatory so that SLA is followed strictly.
What problems is the product solving and how is that benefiting you?
Customer resolution, ticket tracking , issue tracking etc.
Solid Customer Service platform
What do you like best about the product?
The user experience for both the executive and the customers, plus the easy integrations and dev tools.
What do you dislike about the product?
Incomplete data export capabilities. I can either export some data about a lot of tickets or a lot of data about some tickets, but not a lot of data about a lot of tickets (let alone 'all data' about 'all tickets'). I need to work around the limits quite a bit to get that.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for retail customer service and after-sales service. It has improved the ease of ticket management for the executives and managers. It also has allowed us to manage an increasing amount of tickets given high sales, with exceptional performance.
Fairly Simple to Use/Understand
What do you like best about the product?
Freshdesk has a pretty simple layout, so it was pretty easy not to get lost when submitting invoices or looking for help on specific projects.
What do you dislike about the product?
It worked fine for submitting contractor invoices, but there was nothing special about it that really stood out.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to submit invoices for work I have completed.
FreshDesk is great for customer support.
What do you like best about the product?
The best that in FreshDesk is Scenario Automations. It helps me to quickly to the most common queries from customers and close the service ticket automatically.
What do you dislike about the product?
There is no option to adding new Canned Responses from the typing space. I should be able to add a new typed response to the new canned responses library if I think its a good response and I may need it later on. Currently, I have to switch to the Canned Response Window to create or add a new canned response.
I have used LiveChat and that feature to add a typed response quickly to the canned response library is amazing.
I have used LiveChat and that feature to add a typed response quickly to the canned response library is amazing.
What problems is the product solving and how is that benefiting you?
I am using Fresh Desk for responding to customer service inquiries via Email, Chat, Facebook, Twitter, etc.
Easy to use, affordable solution that fits many needs.
What do you like best about the product?
Getting started with the software is really simple, yet customizing it can turn it into a very powerful for customer support. Growing with this software is also really simple and upgrading to higher tiers unlocks more features that while not overwhelming you with the unnecessary. Freshdesk also integrates with a lot of other software making it an invaluable tool.
What do you dislike about the product?
Not being able to pick and choose features from a higher plan and adding them to your current plan. I wish they had more datacenter options to store your data and the ability to encrypt email communications.
What problems is the product solving and how is that benefiting you?
We solved supporting our internal and external customer service. A central place to have all information (solution articles) making self-service support easy! We also take advantage of some of the integrations so our service/support techs only need to use a single pane of glass, instead of multiple admin portals, to manage supporting our customers.
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