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Organized Customer Service
What do you like best about the product?
Before using Freshdesk, we answered support emails via Gmail, which got so unorganized. My favorite Freshdesk features:
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
What do you dislike about the product?
The features I'm not crazy about are:
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
What problems is the product solving and how is that benefiting you?
Before Freshdesk it was difficult to keep track of email threads with customers and which support agent had replied to what. With Freshdesk, we have reduced our duplication of efforts and can track all of that. It's been a great benefit to not have things fall through the cracks.
Recommendations to others considering the product:
Before we decided to use Freshdesk, we demoed 2-3 other platforms. Most of them had similar features, but Freshdesk's interface was the most user-friendly. Our team wasn't looking for anything too tech-savvy to implement. We wanted it to be easy to learn and train on.
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Enhanced results for customer service.
What do you like best about the product?
Freshdesk has really occupied an important space during these last months, since its operation and stability with respect to the supports, has been impressive. Considers that this platform has provided the necessary and essential characteristics so that we develop a great way to serve each client and offer a support system, suitable to meet their needs and doubts. During my experience, I have noticed several factors which have allowed me to have a better expectation and better results, greatly enhanced by these factors, these are:
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
What do you dislike about the product?
I have enjoyed many positive factors which have allowed to enhance each of the results obtained through this platform, however, several negative factors have also arisen which have significantly affected my experience, and have caused certain difficulties to develop its use normally, these factors are:
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
What problems is the product solving and how is that benefiting you?
Freshdesk has had a pleasant development and has taken very good care of the cases and doubts of any of the clients. I am very happy and satisfied with the results obtained with the help of Freshdesk, since I have had the opportunity to offer an extremely suitable support for the attention of all the doubts that arise within the company that I am currently working on. I hope Freshdesk is always present providing me with the best attention and support functions.
Recommendations to others considering the product:
Freshdesk is a platform that will always yield great results in a short time, its ability to adapt quickly and establish itself in the use that the user needs, it is impressive, and it achieves that the results are greatly enhanced.
EXCELLENT HELP DESK SOFTWARE SOLUTION.
What do you like best about the product?
-It integrates with other software (Office 365, Mail Chimp, Slack and others) we use.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
What do you dislike about the product?
the only challenge is its cost.It is quite expensive.
What problems is the product solving and how is that benefiting you?
The integration with cloud hosting software makes it convenient to store each document in the cloud.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Recommendations to others considering the product:
I recommend the use of Freshdesk It has helped in growing your customer base and increase business growth.
Top Competitor in The business
What do you like best about the product?
The platform is user friendly and it is much cheaper compare to other competitors. The UI and UX looks amazing and they have talented people working on it regularly. The product understand the user requirement and deliver the best value.
What do you dislike about the product?
The chat option is not integrated in the same platform and it is slow.
What problems is the product solving and how is that benefiting you?
Helpdesk for a business.
Recommendations to others considering the product:
Keep up the good Customer service and listen to your active users on all social platforms.
Very happy with software
What do you like best about the product?
How it streamlines communication and sorts emails based on criteria we set. With a large team and many agents, this is crucial for us.
What do you dislike about the product?
Support is sometimes hard to reach/understand.
What problems is the product solving and how is that benefiting you?
This has cut down drastically on time previously spent in gmail.
Recommendations to others considering the product:
Strongly consider, overall very happy.
Extremely professional ticket handling tool and customer support system.
What do you like best about the product?
The user interface offered by this software is one of the intuitive ones that I have used, it allows you to move through the tool with total freedom and knowledge of what you are doing even and when you have never used it before. Automation features help you be more productive in troubleshooting through a ticket system, automatic rule setup, as well as an easy initial set-up that will allow you to work quickly and efficiently.
What do you dislike about the product?
I did not like the reporting system of the program, since it is not implemented directly from the application but you have to work with support agents to be able to perform that task. Scheduling these daily reports is not an easy task to perform due to the time it takes the support for delivery it so it is not an efficient approach. Receiving these metrics is very important to my team so you have to find a workaround to this problem week after week.
What problems is the product solving and how is that benefiting you?
One of the main problems in my company was the lack of follow-up of the tickets that we had to complete since we could not maintain a strict order of the order in which they were assigned to the different agents, with freshdesk this problem is a matter of the past since we now have a total organization and monitoring of the progress of each ticket, with the ability to group them by priority or client to visualize our entire process without losing order in our job.
Recommendations to others considering the product:
Freshdesk is one of those software that after you try it you don't want to change it for anything in the world, the way it is designed to satisfy the end user as well as thinking about facilitating the work to the support agents is something to admire because these two things are very hard to achieve in a system as demanding as customer support is, so having this program will make the experience of its customers and team work more productivity and pleasant.
Pleasant satisfaction during customer doubts.
What do you like best about the product?
Freshdesk has really become a perfect solution for each customer's technical support. This platform has really provided all the essential functions and tools to allow me a pleasant way to attend and offer active support 24 hours a day. I believe that this platform had an absolutely good performance, which helped me to notice the r esults so fast that I was having. One of the things that I liked most about Freshdesk, is its "tickets" system, because thanks to this system, you can deal with cases that were previously sent by customers, and thanks to this function, you can take a record of each client that sends a request when the support is offline. In addition, Freshdesk provides me with a mail delivery service to handle these cases, and this is something that also serves a lot, since you should not have a third-party service offered by the email system.
What do you dislike about the product?
Freshdesk has stood out in a great way, bringin great changes and ensuring that each user can establish a good contact with customers, however, during my experience, several significant factors have also emerged that have proportionally and significantly affected my performance, these factors were:
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
What problems is the product solving and how is that benefiting you?
In spite of the negative factors that have arisen during my experience with Freshdesk, I have been able to establish pleasant advances, since this platform has helped me to offer a high quality support that is always active, in the company that I am currently working on. I believe that Freshdesk has also helped me to solve all kinds of doubts of my clients, which has helped a lot to be satisfied with each one of them.
Ticket Tracking
What do you like best about the product?
I enjoy how simple the software is to use and the fact that it is web based so nothing to install.
What do you dislike about the product?
I do wish there were a few more features like the ability to drag and drop an email into a new ticket.
What problems is the product solving and how is that benefiting you?
This has given us the ability to let our users request help directly through our website.
Great Help Desk Software
What do you like best about the product?
Fresh desk is a simple help desk software that all our staff can pick up easily
What do you dislike about the product?
customisations on our help desk main page
What problems is the product solving and how is that benefiting you?
Fresh desk has helped improve our support workflow
All Support in one place
What do you like best about the product?
Search, response, attachments and log. It has all in one place. Freshdesk is a user-friendly platform and it gives more reliability with attachments and correspondence. It is easier to make a to do list and also to capture the items and complete their status. Search enhancement is good and it can located the old log which has no restriction on it. I would love if Freshdesk should send a desktop notification to the admin users for any pending or unresolved tickets and that would increase the further efficiency of the IT support Team.
What do you dislike about the product?
There should be a live support feature in the program. Freshdesk should also be used to Manage users like G Suit or Office365. Sometimes screenshots are quite small and they give you a negative impact as it doesn't capture the full resolution copied into it. Freshdesk should keep the original picture size or either it should give you an option if the original size is to be kept and what should change in it.
What problems is the product solving and how is that benefiting you?
I'm solving all the organisational problems come to the freshdesk and those tickets i resolve them. I have managed to interact with users in my organisation to deal with their problems and was able to support them with screenshots and links which is good and there is no restriction on it. Management and general users submitted their queries on the portal.
Recommendations to others considering the product:
You need to understand how linking works for Freshdesk to your organisational email.
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