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One of the best tool I am using for Customer Support
What do you like best about the product?
I like the simple and user-friendly interface. Anybody can use this platform without any prior experience. I am able to tag problems for a better understanding of queries and complaints that we are getting. Secondly, they have great customer support team. Whenevr I face any issue I just chat with them and within a few minutes they resolved the issue or for some cases which may take time they do a constant followup till the issue gets resolved.
What do you dislike about the product?
It is so basic. I can use it for a small number of tickets but for a high volume of tickets, I think it is not enough. There are some basic features that are missing. I can not mark a followup date to a particular ticket.
What problems is the product solving and how is that benefiting you?
I am using Freshdesk for customer support and sales query which is helping me a lot with that. The benefits are like we are able to communicate with our users anytime anywhere. Also, users from Social Media or email all the users or leads are connected to us at any time, we are replying to all the queries and complaints through Freshdesk only.
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An Omnichannel Customer Service Desk for company of any size- plus its Made in India!
What do you like best about the product?
Omnichannel- can easily integrate all channels of customer service reporting into one (chat, email, social, call etc). Secondly, it's very intuitive for a layman to set it up. Third, for areas where one is lost, the sales support team quick to respond and helps us understand the limits and potential of the product. Fourth- integrations with extended apps and APIs is less troublesome as compared to its partners.
What do you dislike about the product?
1. Reporting could be better. Certain metrics (such as turnaround time) could be built in/deduced from timestamps.
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
What problems is the product solving and how is that benefiting you?
1. Single platform for all our customer queries.
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
Freshdesk: It's okay.
What do you like best about the product?
I think the ticket and email management features are useful!
What do you dislike about the product?
I really don't like their text editor or the analytics tools available.
What problems is the product solving and how is that benefiting you?
We use it to help with client management for a SaaS company, but feel it probably would work better in a traditional online retail context.
Recommendations to others considering the product:
Talk to their support before utilizing the tool.
Fresh Desk User Interface
What do you like best about the product?
The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.
What do you dislike about the product?
The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.
What problems is the product solving and how is that benefiting you?
Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.
Quick review of Freshdesk from a user who is using for 4 years
What do you like best about the product?
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
What do you dislike about the product?
1 - Notifications are not triggered properly needs improvement.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
What problems is the product solving and how is that benefiting you?
Responding customer to their queries effortlessly, integrating with other software, ability to work using just a mobile device.
Recommendations to others considering the product:
You can go for it, price is reasonable, have lot of other products, to ease your work flow
Great, easy to use software
What do you like best about the product?
Freshdesk is simple but has a lot of additional controls if you dig deeper. It's easy to understand and does a great job helping us stay organized and on top of customer support tickets.
What do you dislike about the product?
Not much. There are a few things that I would customize differently, like how timelines are automated, reminders, etc. But overall it does a great job.
What problems is the product solving and how is that benefiting you?
It helps us organize and respond to support requests. We also use it to manage an initial phase of our own internal feature development / requests (kind of like a suggestion box). It has sped up our response time and enabled us to analyze our actual performance.
Simple and Powerful
What do you like best about the product?
It is easy to know which ticket is assigned to whom and its level of urgency.
What do you dislike about the product?
Difficult to see more tickets at once/ run reports on performance.
What problems is the product solving and how is that benefiting you?
Keeping track of the issue resolution process and which agent aids the customer through it.
Recommendations to others considering the product:
Canned Responses are quite powerful
Freshdesk Review
What do you like best about the product?
FreshDesk is a fantastic software which I and my organization use as a platform for ticketing. It is indeed easy for using, and lets us keep together as a team. Both we and our clients enjoy the process.
What do you dislike about the product?
The chat function isn't really built into the very same system and is slower when used for intensive work
What problems is the product solving and how is that benefiting you?
This gave us the opportunity directly from our website to let our users seek support.
Recommendations to others considering the product:
Perfect platform for customer communication. Highly recommended
Easy and reliable Service Desk
What do you like best about the product?
An easy user interface and the easy-to-understand reports
What do you dislike about the product?
The possibility to modify how mails are being auto answered is not dynamic enough
What problems is the product solving and how is that benefiting you?
Technical it-problems (SW)
Recommendations to others considering the product:
Make an accurate plan and make sure responsibilities are clear.
The solution for the support scenario through tickets.
What do you like best about the product?
It is a great tool that allows you to monitor the workflow of each of the members that a particular company has, even if they are large business establishments, with a fairly extensive staff, I love this software because it can communicate with these individuals belonging to an organization, for an exclusive service, above all to guarantee service satisfaction, for a better flow in productivity, highlighting that you can add varieties of recipients to receive tickets sensationally without problems.
What do you dislike about the product?
We can critically highlight according to the operation of this software, which would be of great proportion, allowing to load images that are not necessarily attached files, above all for a faster and easier shipment, when we address the terminology to offer a strengthened system help center, including an availability to view content through emails to verify the service that a company offers in its entirety.
What problems is the product solving and how is that benefiting you?
Each department that we have internally in the company, uses Freshdesk, we use it mainly to allow customers to create different tickets of their choice, since this way we can assign them and move them between the business facilities that we acquire at our disposal, mostly to make it easier in its entirety, since this way we have control to communicate with each one of the users, and internally within each formulation created by these individuals external to the company, which aims at the products that we elaborate for them.
Recommendations to others considering the product:
The perfect scenario in support issues, to communicate with more than one client within the same ticket, is with FreshDesk, since several of your users coming to its platform, can receive the same answer and at the same time transmit their comments directly, including that you can view these closed and resolved formulations for future reference, not excluding that it has indicated dates to complete the tasks, most of all to ensure that absolutely nothing is overlooked.
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