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Freshdesk: Easy to use cloud-based support solution
What do you like best about the product?
As a web-based program, there are actually not too many cases (in fact, very few) that cause the program to crash or block. Generally, it works well every day. One thing it does well is that it is easy to use and not too complicated. Most IT staff will be able to navigate through the program without consulting the documentation on how to use it. The overall design of the program is very good, with easy-to-use filters and allows IT users to display the specific design requested by all pages. They can choose between table view and card view, each with its advantages.
What do you dislike about the product?
It would be great if it were possible to remove the response to the email address (if necessary) when replying to someone in the note. Sometimes, you may want to send your reply to someone else (instead of the person listed in "To:"), but there is currently no way to delete this method. Integration between Freshdesk and Outlook may be an improvement. One of the best features is the direct drag and drop functionality between Outlook attachments and notes in Freshdesk. Currently, this feature does not exist. Another improvement could be the ability to change the default function without having to create a new function and then assign permissions. Especially if you want to change one or two things in the default role, you can do so in the default role to save time.
What problems is the product solving and how is that benefiting you?
It is only used at the department level, not throughout the organization. It is mainly used as a technical support system to follow up on user requests. We have not really used some other features of the system, such as knowledge bases or forums. It solves a business problem of having a good tracking system to track all user requests and being able to easily assign requests to technicians or other teams in the organization. Here, you can not only track the requests, but you can also add notes to each request and track them.
Recommendations to others considering the product:
It is ideal for organizations seeking easy-to-use support solutions that are not too complex and difficult to configure / manage. Since it is a web-based cloud solution, it also has the advantage of being managed by the provider, so there is no need for a system administrator to run the program on the server and manage it.
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Good, but not great
What do you like best about the product?
Decent tool for an AIO solution. Everything is built into the same system, so it is consistent when it comes to building.
What do you dislike about the product?
Poor support staff. Some of the tools are not user-friendly (for example, the form builder is unusable unless you have coding experience. Other tools have a simple builder integrated for standard users).
What problems is the product solving and how is that benefiting you?
We were using it for our UKs support/sales staff.
easy to use for recording service queries
What do you like best about the product?
1) easily integration with simple user interface and very organizable.
2) love the features and how it is designed.
3) Easy to use.
2) love the features and how it is designed.
3) Easy to use.
What do you dislike about the product?
nothing as such can be said which is disliked but sometimes the app is very slow while opening.
What problems is the product solving and how is that benefiting you?
My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.
Recommendations to others considering the product:
1) Best for SAAS PLATFORMS.
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
A product and company that WOWs!
What do you like best about the product?
Product:
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
What do you dislike about the product?
Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent
What problems is the product solving and how is that benefiting you?
Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.
Recommendations to others considering the product:
I would recommend embracing the "vanilla" (standard) configuration of Freshdesk, rather than bending it to fit your old system processes. Not because Freshdesk is inflexible in anyway, because it is very flexible, but because the out-the-box set up is just so very good, and works so well, I fell you would be foolish to not adopt the Freshdesk way.
Handy tool for small or medium business
What do you like best about the product?
This is one of the best authentic customer service software in my opinion. It also include a free trial. Whatever, this platform has a easy setup and a strong data base. One can easily switch from ones previous service to this platform. It is easy to integrate it with any network system to reach your customers easily. There is a nice real time response service. It covers every possible option in customer satisfaction. It can be run easily in ios or Android. Again it is comparatively cheap amd handy.🙂
What do you dislike about the product?
I think their spam filter needs further improvement. There is several problems regarding spam mails. Inspite of that i like their services.
What problems is the product solving and how is that benefiting you?
This is the best cheap and good option that i found for small or medium business. I recruited 2 agent and handling their activities was so easy. I focused on social media services and found it satisfactory.
Recommendations to others considering the product:
Recommended for small business
Robust & scalable support ticketing
What do you like best about the product?
Robust
Configurable workflows
Easy interface
Configurable workflows
Easy interface
What do you dislike about the product?
Not mobile friendly
Tracking cannot be customized for client applications
Tracking cannot be customized for client applications
What problems is the product solving and how is that benefiting you?
Centralizing all support tickets
Allocation of tickets
SLA management
Allocation of tickets
SLA management
Recommendations to others considering the product:
Slow support team & less hand holding to set-up but great product over-all
Cumbersome to use, Search functionality is poor
What do you like best about the product?
I like the way that FreshDesk, FreshCaller and Freschat integrated together. We were able to a number of other programs that consolidated our stack.
What do you dislike about the product?
The UI is very cumbersome to use when you have a lot of tickets coming through. We found that you have to refresh the page a lot to get updated tickets.
The Search functionality isn't great at all. Search is a major feature for us and because this functionality was sub-par we decided to move away from FreshDesk.
Customer support. We've been trying to cancel our account with FreshDesk for over 2 months now, they keep telling us it's canceled but we keep getting charged.
The live chat support used to be available to us almost 24/5 but we believe they've cut back staff and the hours available now.
The Search functionality isn't great at all. Search is a major feature for us and because this functionality was sub-par we decided to move away from FreshDesk.
Customer support. We've been trying to cancel our account with FreshDesk for over 2 months now, they keep telling us it's canceled but we keep getting charged.
The live chat support used to be available to us almost 24/5 but we believe they've cut back staff and the hours available now.
What problems is the product solving and how is that benefiting you?
Customer support.
Recommendations to others considering the product:
I would recommend looking to other vendors. We went with Olark for chat, GrooveHQ for helpDesk and Google Voice for phone support.
Our extra team member
What do you like best about the product?
Freshdesk is such a flexible system, but email automation has really transformed how we handle business enquiries across a range of channels.
What do you dislike about the product?
Not being able to easily track the triggers for automation, so unpicking some of the variations can be a little time-consuming.. but overall a minor irritation.
What problems is the product solving and how is that benefiting you?
Our Customer help ran across 10 separate email accounts, with no central visibility. Freshdesk gives us a clear understanding on ticket volumes, resolution rates and now allows us to provide a direct link from our website. Making a far smoother User experience and driving better engagement.
Recommendations to others considering the product:
Engage with the excellent pre start-up team and watch all the videos - everything you need is within the portal.
Well Management of Customer Concerns
What do you like best about the product?
Creation of Ticket in a very well manner and filteration of ticket department wise as per organisational strucutre.
What do you dislike about the product?
Even Thanks Reply by customer makes closed tickets alive.
What problems is the product solving and how is that benefiting you?
All our customer reviews and concerns are being handled via freshdesk.
Recommendations to others considering the product:
If you want to keep a track of customer concern then it's a must have software for your.
It is a very good supporting software. Very user friendly.
What do you like best about the product?
I like how we can filter based on queries we want to see
What do you dislike about the product?
The software doesn't show if any other agent has opened the query or typing. This would have simplified our lives and work
What problems is the product solving and how is that benefiting you?
There is an issue that we sometimes send multiple replies by different executives to one ticket
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