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Best ticketing solution
What do you like best about the product?
Good price, amazing support, easy to use
What do you dislike about the product?
Maybe a little complicated to set up with 0 prior experience
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our main Customer Service portal, and live chat
Recommendations to others considering the product:
Go for it. This was the best possible thing we did for our customer service teams. Provides an all-round solution to everything imaginable.
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Intuitive interface, great customer care
What do you like best about the product?
The simplicity of the platform and the good support from FD team
What do you dislike about the product?
so far everything works great. can't say I dislike anything.
What problems is the product solving and how is that benefiting you?
I manage all the interactions between clients and our support team, mixing different sources / channels in one main dashboard.
Recommendations to others considering the product:
I recommend Freshdesk for the simplicity, specially for small companies. You don't have to be an expert in order to set an account and integrate multi emails, with action triggers etc.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Seamless handling of customer support tickets
What do you like best about the product?
The product is easily adaptable to any company’s needs. You can easily share customer tickets with other employees without losing any information along the way. Everything all in one place. It’s easy to start to learn what questions are frequently asked and then take steps to add this information to your website. The reminders help make sure you don’t forget about a customer response and also keep things on track for quick responses and happy customers.
What do you dislike about the product?
I dont like the way it shows sent emails - id rather send from my own mail app with my email signature. I think that there should also be a way to categorize incoming tickets and then have said categories be linked to certain employees in appropriate departments who can handle specific types of questions.
What problems is the product solving and how is that benefiting you?
Learning where we need to add to our FAQ sections. Having all of the tickets liked to a support page helps up update necessary information as we realize it’s importance to customers.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
We also are learning about our normal time spent before responding to customers. It’s easy to forget about a response, or realize that it has been a few hours since responding when you are using other systems or even your own email, but with Freshdesk, there is a clear indicator of how long it has been since the last response and it tells you when your next response is due.
Recommendations to others considering the product:
Realt a great option for those looking to improve their website in addition to their customer support.
Excellent company
What do you like best about the product?
Excellent helpdesk software, which has transformed how we are able to operate our business. Fantastic support whenever you need it, they respond very fast to any issues to bottom them out when you report them. If you are in need of this type of system, then I highly recommend it to anyone.
What do you dislike about the product?
Not a lot to dislike, it all works as it should.
What problems is the product solving and how is that benefiting you?
We use it as a request from a client to book a service
Best support in the biz
What do you like best about the product?
Even though Freshdesk helps me support my customers, it's their customer service that keeps me using the service. I can get immediate help that is knowledgeable and personable. I don't feel like I'm talking to a machine. I like the chat feature with emojis. I'm a one-man (woman) help desk and without their support, I wouldn't have been able to set up my metrics and parameters without their real-time assistance.
What do you dislike about the product?
Sometimes it can be difficult to find answers on my own. After a few attempts, if I contact their live support, they help me within a few minutes. Because there are FAQs, I can often do it myself but if I can't, I still get the help I need.
What problems is the product solving and how is that benefiting you?
I have customers that need help with our proprietary software. When they put in a ticket for help, I get an immediate email notifying me of the ticket. I get a notification on my phone's Freshdesk app, AND I get a notification that goes to my smart watch. I've had my quarterly first response time down to 8 minutes. I was able to present these metrics to my CEO; after which he presented with the annual Sewell Customer Service award at our Christmas party. I couldn't have gotten that without Freshdesk's amazing help desk software and their automated metrics. I can't brag about Freshdesk enough.
Recommendations to others considering the product:
My best recommendation to others is to look at everything they have to offer. They are experts in their field and have thought of everything. They are always coming out with new features, so be sure to find out if they will work for you.
Excellent Tool
What do you like best about the product?
Integration with Google and the Knowledge Base. My voice was heard, and the Android app was Updated with astonishing results
What do you dislike about the product?
Sometimes the Android APP is not updated with the web app
What problems is the product solving and how is that benefiting you?
We have organized the Users Requests flow and the statistics that some organizations Ask us to have about their users using our services also we are measuring the performance of the agent per ErrorType Basis, and it is working spotlessly
Recommendations to others considering the product:
this is a 11 out of 10 stars solution... I have shown many of my Customers how to use it for their daily queue chores
Freshdesk
What do you like best about the product?
I believe Freshdesk is one of the better Help Desk software's I have used. It is extremely easy to use and very customizable to fit your teams needs. Customer service is fantastic and very reliable. They offer a chat feature to easily be able to get in touch with support and they will walk you through any issue at hand. Interface is very easy on the easy and easy to navigate as well.
What do you dislike about the product?
Some features such as employee offboarding still need some work. Would have been nice to work the kinks out before rolling out the product but what can you do. The feature needs to be able to notify others beyond HR and IT such as Payroll etc etc. They need to be added to other systems beyond the two that are allowed. I think this was something that was overlooked but apparently is being worked one.
What problems is the product solving and how is that benefiting you?
We use fresh service for everything. Onboarding, Offboarding, Ticketing, and Inventory. It is nice to be able to centralize these things into one software so you do not have to go back and forth. An employee is terminated you can set tasks to make sure nothing is missed and switch from the ticket view to the inventory view and update accordingly. We currently use this as an internal product utilizing both email tickets and the portal and users have no complaints about the ease of submitting tickets using the system at hand.
Recommendations to others considering the product:
Give Freshdesk a shot I believe you will be pleasantly surprised!
The software is the best partner for what we work with customer service management.
What do you like best about the product?
It is an advanced and robust application with a range of features, which we can highlight, including: warnings and problem escalation, real-time chat, multi-channel communication, automatic routing, SLAs (Service Level Agreement), knowledge base management, ticket and complaint tracking and network control or monitoring. It also enable you to manage all communications with your clients, whether e-mail, telephone or social networks, in one location, so that you can provide fast and personal support. It is, however, very easy to use so that its learning curve is minimal and can be adjusted in certain aspects or functions.
What do you dislike about the product?
It has certain restrictions on report generation, as in our case, we produce monthly reports on case or ticket management, generally processed cases. Or open, and the reports in templates already pre-established in the system had to be produced, so we regard them as limiting, since every company, business, should have the option of processing or systematizing the collected information as they like and is more responsive to their needs.
What problems is the product solving and how is that benefiting you?
We also greatly enhanced our customer service, because this digital approach enables our customers to build their tickets and we process them quicker and more coordinated, as it is convenient, for faster reaction and case resolution, to "assign" e-mails to the appropriate and the right person in the department. We are also able to manage the easy to use mobile application, and the chat feature, so Freshdesk is now a vital tool in our development, incorporating it and integrating into other additional programs, for all these benefits, which have been helping us strengthen our weaknesses.
Recommendations to others considering the product:
Despite its high current prices, its capacity to contact all customers and provide a stable system of interaction in solving doubts, Freshdesk is certainly a worthwhile shopping platform that is driving every business and achieving results Successful in its growth.
Freshdesk rocks
What do you like best about the product?
That we organized all our support and now we have a powerful tool with KPIs and all metrics in one place
What do you dislike about the product?
Nothing till now (4 years in use with more than 20 aents)
What problems is the product solving and how is that benefiting you?
Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team and keep the commiunications there. Few years ago we did it with outlook, it was impossible to track the threads and have Metrics/reports
The best ticketing solution on the market
What do you like best about the product?
The ability to configure ticket fields and templates
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
What do you dislike about the product?
None that come to mind at all, Freshdesk is assisting in solving our root cause analysis through the use of the data extracted
What problems is the product solving and how is that benefiting you?
We have multiple countries that we serve and gathering information from the ticket analysis helps us to focus our attention on the countries with the highest ticket volumes. Root cause analysis is being facilitated by the data coming from Freshdesk
Recommendations to others considering the product:
Freshdesk is quick to implement and highly configurable. In addition to being able to get world class support from the Freshdesk team, there is access to the Freshdesk academy where your team can complete relevant learning modules on elements of the Freshdesk solution. Highly recommend Freshdesk! The additional solutions offered by Freshworks, inlcuding Freshchat, Freshsales, Freshmarketer and now Freshbots, makes this the logical decisions to make when considering a fully integrated customer and agent centric ticketing system.
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