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Freshdesk simplified view makes everything easier!
What do you like best about the product?
What I like the most about Freshdesk is that you can change the status of a ticket, the owner, and the priority as well from a ticket right from the inbox or main view; this means that there is no need to get inside the ticket to change this information. Also, its card view layout is just awesome because it makes it easier for previewing all the basic information or the most important information of a ticket at a glance. It allows you to use keyboard shortcuts and to apply tags to the tickets which are really cool. I cannot forget to mention that I really like a lot the ability to merge tickets, totally a lifesaver. This helps a lot when you encounter 2 or more different tickets that are related to each other and merging the ticket into a single 1 is really nice.
What do you dislike about the product?
I would really love to ask the development team to allow or enable an option to view multiple tickets at the same time. That way I can have a top bar like the tabs from an internet browser and that way I can easily change from one ticket to another. This is also very helpful when you want to read more than 1 ticket because sometimes they are related one to another. Also, I will like to get an alert window when my same email is included in the cc because sometimes it does and when I reply to an email, and my email is in the cc, that will create a new ticket. This is more like a feature request. I would also recommend adding a dark mode, many of us work at night and that will be really helpful!
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team to keep email conversations more organized and to have the ability to make teamwork. Emails thread can be read by all the team, and any one of the team can jump into an email thread on behalf of any other team member.
Recommendations to others considering the product:
Freshdesk will allow you and your team to keep a smooth conversation between your team and your customers. I would recommend taking advantage of the conversation tags, this will make your job really easier when you want to filter all conversations tied to a specific tag.
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Half decent product, typical poor service of a large company
What do you like best about the product?
Nice simple interface, which makes it quick and easy to answer support tickets. The app generally works quite well as well.
What do you dislike about the product?
Support is slow and unhelpful. I tried to change my billing currency, which I thought would be a reasonably simple task. It turns out I can't do it in the app, even though the support docs said I could. I contacted support, who were more interested in pointing me in the direction of self-service support docs than just doing it for me. After chasing them up with ten emails backward and forwards (which took a total of 37 days!), one document signed, one payment taken in the wrong currency, and having to re-enter my card details, they have finally changed my billing currency. All I got was an insincere "apologies for the inconvenience."
I hope they improve with further interactions because I don't want to have to change provider.
I hope they improve with further interactions because I don't want to have to change provider.
What problems is the product solving and how is that benefiting you?
Just using it as a help desk
Working with Freshdesk - communication between customer support team and developers team
What do you like best about the product?
Grouping, filtering, drag &drop. Quickly attaching and prioritizing.
What do you dislike about the product?
I can't say. Don't have any bad experiences working with Freshdesk
What problems is the product solving and how is that benefiting you?
Problems raised by our customers and related to bugs in our system. CS team can quickly describe the issue and attach it to the related groups
Fresh-desk
What do you like best about the product?
i like to use it because it allows me to connect with many customers in one place. There are the different area to help and or assign the ticket to the correct person. i also enjoy the option to add notes that only the company can see without having to let the tenant or vendor know what is going on behind the screen. you can add a team member to assist you without confusing each other they can see everything that has happened even in real time.
What do you dislike about the product?
that if the ticket is not complete then it will hold up everything i also dislike there is not a reminder email for the tickets. You have to put so much information on the side before you can close a simple ticket also the fact the when you do close the ticket they reopen but the response if it is at the bottom it will stay there and not come up to the top. You should be able to flag the repsone if needed and it realert you that the ticket needs attention.
What problems is the product solving and how is that benefiting you?
The problems i usually solve with are invoice questions and verification questions. this platform makes that easy to get navigate through to see exactly what needs attention and also your teammates and can be added into the ticket unknowingly if needed.
Freshdesk gives the perfect interface for support desks
What do you like best about the product?
Indeed, these isn't several (so few) cases like a web-based software that cause workers to collapse or blockade. Every day it works perfectly. It's good yet not too complex, so it's easy to be using. So Most staff can navigate through the scheme without using supporting documents. The actual appearances of the curriculum are extremely good with simple-to-use filters and help IT clients demonstrate the particular design needed for all sites. From their respective advantages, the cards image and panel view are selectable.
What do you dislike about the product?
As per the code, we can make it very useful to load pictures, in particular for fast and easy shipping, that don't need to be connected to the files so as to provide an enhanged support system core, including content available to check a company's service via email.
What problems is the product solving and how is that benefiting you?
It is not only used at departmental level in the entire organization. It is primarily used it as an empirical structural support for monitoring user requests. Any other features of the framework just have not been included, like knowledge bases or forums. It solves the issue of having a great tracking system, which can easily track user requirements and can delegate requests to clients or even other transformational leadership as a process. You can not only track requests and also add track notes to each application.
Recommendations to others considering the product:
It is ideal for organizations that should not be so complex and difficult to configure/manage for use! It will be able to run that service because this is a web-based Cloud solution, but it doesn't need a system manager to run the arrangement in the database.
FreshDesk: The Centralized System For Customer Support
What do you like best about the product?
What I absolutely like about FreshDesk is hos simple and easy it is to use. The control panel is fluid, and contains all the useful features for optimal customer support from ticketing management to priority levels.
What do you dislike about the product?
To be sincere, at this moment I have no real dislike for this amazing software. A recommendation would be to offer further social media integrations and CRM management integrations.
What problems is the product solving and how is that benefiting you?
With FreshDesk, at the company, we tried to manage an increase in customer support and support quality. Thanks to this amazing software, we managed to increase of customers' satisfaction rate and boosted our monthly revenues.
Recommendations to others considering the product:
I recommend to any business looking to automate and professionalize their customer support department.
Love FD! :)
What do you like best about the product?
Easy to use, email integration helps to speed up processes very much. App for iPhone allows you to receive all notifications you decide you need to know about. Without Excel exports (I can define based on every property) - I simply could not do my job efficiently.
What do you dislike about the product?
When filtering based on period - it would be nice to be able to select a date and not to "wheel" back to the date you need to start your range from.
What problems is the product solving and how is that benefiting you?
Everything! From support, to change request - up to smaller projects.
Recommendations to others considering the product:
I would gladly recommend!
User friendly
What do you like best about the product?
It's user friendly and it helps to seek the information at one place
What do you dislike about the product?
Nothing as such at the moment will keep you posted on this
What problems is the product solving and how is that benefiting you?
We create ticket and store information of customer all the doc's are in one place it's user friendly for email purpose as well
Recommendations to others considering the product:
Yes will surely recommend it's a user friendly software where you can collate all the data safely which is very helpful to review in one place like a templates
Excellent service management platform
What do you like best about the product?
Affordable, Integration, Scalability, No need of technical knowledge.
What do you dislike about the product?
There is nothing I dislike about this product
What problems is the product solving and how is that benefiting you?
We used this freshdesk to get tickets from our customers. So easy to integrate with the portals and mobile applications. Great ROI of over 40% in two years
very helpful in creating internal escalations as well as reply to customers on email.
What do you like best about the product?
We can reply to customers on email as soon as we get an update
What do you dislike about the product?
Nothing to dislike it is good so far and I love it
What problems is the product solving and how is that benefiting you?
Answering customers questions via email.
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