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Fantastic Support System
What do you like best about the product?
You are able to communicate with customers and manage, tracethe communications eith customers
What do you dislike about the product?
To be honest there is nothing bad to say
What problems is the product solving and how is that benefiting you?
Assisting our customers daily through Freshdesk
Recommendations to others considering the product:
A first stop helpdesk system, Dont look no further
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First Preference.
What do you like best about the product?
Communication and trail mail is easy to track. Easily accessible.
What do you dislike about the product?
Font options in the description, it sometimes doesn't take the default font. More options for editing the context.
What problems is the product solving and how is that benefiting you?
mails are properly manageable now. my time is saved.
Great customizability, needs UI improvements
What do you like best about the product?
- Helpful email automations with SLA policies, status changes
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
What do you dislike about the product?
- Restrictions on removing unwanted status types
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
What problems is the product solving and how is that benefiting you?
- Integrate with a third-party customer support team, who uses a legacy system
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development
Not a fan of the Update.
What do you like best about the product?
I like that it is easy to use, but it is not dependable with this new update.
What do you dislike about the product?
The new platform is not as easy to use. There is a delay and lag time and the app is down quite frequently or doesn't record the time or there are missing entries. I miss the small time tracker that could easily be placed in the corner of my screen so that I could see the time tracker.
What problems is the product solving and how is that benefiting you?
I love that customers have several options to submit a support ticket. They can go to our portal page and enter a ticket or submit their request via a customized email that funnels into our support system.
Great Ticketing System
What do you like best about the product?
Ease of use and setup. Took about 10 minutes to get the connection setup and running. Custom rules and extras to help sort and filter tickets.
What do you dislike about the product?
Nothing yet. The entire system works flawlessly.
What problems is the product solving and how is that benefiting you?
We track tickets that need to be submitted by users who don't have logins, so this is a great solution.
We've been pleased with the FreshDesk software
What do you like best about the product?
I appreciate the canned answer feature that saves us both time and money...enough to where we need maybe half the staff to answer as many customer tickets. Also, I like how our customer service team members can send notes back and forth. It makes it very easy for our customer service manager to assign customer tickets to specific staff members while also attaching a message that lets them know which canned answer to use or how to reply to a customer.
What do you dislike about the product?
Can't really think of anything I dislike. The only thing I would like to see added would be a deeper folder system for the canned responses for organizational purpose, but we're doing fine with the way it is. Too, if there were a grammar editor, such as was used when I wrote this review, that would be very nice!
What problems is the product solving and how is that benefiting you?
With FreshDesk we have one portal where all our staff members can go to answer customer questions (tickets). Staff members (Agents) can use the "Notes" to communicate back and forth with each other while in FreshDesk. This really helps because a staff member who doesn't have the answer to a customer question can send a private note on a ticket to a staff member who they think might have the answer. With the Canned Response system we no longer have to write answers to customers off the cuff. This has saved us probably 50% or more in time and dollars to provide customer service.
Recommendations to others considering the product:
Our company had never used a help desk software but FreshDesk was very easy to use for everyone on staff once it was set up. FreshDesk was there to help us get set up. The software has helped us save so much time and $$$ that I am excited to recommend it to any company looking to simplify customer service while saving money in doing so.
FreshDesk made us organized and confident at every turn.
What do you like best about the product?
We love it that you can organize a large quantity of support requests, prioritize them, and execute on solving them without concern that someone is being missed. We also love the ease with which you can create and add to the knowledge base. This keeps our customers up to date on the latest happenings. We also love the support offered by FreshDesk. If we have a question, they answer quickly and precisely. FreshDesk also offers different webinars that help us learn how to use the application.
What do you dislike about the product?
Perhaps something we might like from FreshDesk would be a large selection of templates for the Knowledge Base, without having to buy those from a third party. We would also like the ability to export knowledge base articles for use by some of our business partners who have licensed our technology. In those cases, the partners could then easily import the pages they want, make slight changes, and launch their knowledge base.
What problems is the product solving and how is that benefiting you?
We are solving the problem of helping clients who need tips, advice, or any general help. We do this more efficiently than we ever did in the past. The application cuts down on triage, sorting, prioritizing and solving customer questions through the ticketing system. We also offer information to our user base who use our no code designer. The knowledge base gives them a place where clients can look up information, learn, and apply their knowledge. Each of these client users can also share their knowledge using the forum.
Freshdesk is a help desk platform
What do you like best about the product?
We've cherished Freshdesk, Our customers like it as well. It's cool that there's additionally a Knowledgebase highlight worked in to help keep away from ticket creation for basic issues. Their help has demonstrated supportive when we've required them, the stage is highlighted rich, and consequently, the valuing is amazingly serious.
What do you dislike about the product?
The portable application for Fresh Desk is just about futile. I even presently can't seem to search out the best approach to discover the tickets that are appointed to me. it may be pleasant if there have been progressively complex undertakings/updates as a piece of the ticket includes however that is not so much as an element a large portion of the individuals look for, and that we have approaches to figure around those confinements.
What problems is the product solving and how is that benefiting you?
Freshdesk is the thing that my organization uses to talk with customers. It's entirely useful having the entirety of the correspondences in a single area. the direct to utilize and superb tagging framework works extraordinary online as well as capacities okay for our customers in the event that they just ever submit and answer tickets by means of their email.
Recommendations to others considering the product:
I think the highlights they give are splendid. Everything works easily, doesn't burn through some time, Customer support is frequently reached without any problem. With Freshdesk I can keep consistent correspondence with customers who include occurrences inside the distinctive programming of our association.
Great piece of software to use!
What do you like best about the product?
The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.
What do you dislike about the product?
Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.
What problems is the product solving and how is that benefiting you?
We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
Great for client communication
What do you like best about the product?
It would let me edit properties of a certain email/ticket if i have made a typo
What do you dislike about the product?
the search tool is a little tricky, does not always get me what i want
What problems is the product solving and how is that benefiting you?
all the client communication, from management to queries, it works great there
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