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Good for sales
What do you like best about the product?
Its learning curve is short in relation to other similar software providing an advantage at teh moment being agile and fast at work. The tickets that it generates are really sorted so that you can have a good administration with the clients that have been attended that have problems or doubts. I have had a good experience with Freshdesk technical support, they very friendly when it comes to resolving a question.
What do you dislike about the product?
You should improve the functionality of sending emails in groups but different tickets to different emails. Since, there are times that it is necessary to send the same information to several receivers but it would not be good to attach them all in the same ticket. That function would be helpful because it speeds up the time in which customers respond.
What problems is the product solving and how is that benefiting you?
In comparison with others in price it was very viable to use Freshdesk since it saved us a lot in expenses and in teaching new staff its use. We opened windows of opportunities obtaining good resuts in business development. It provides us with first level solutions and also managing the ticket history throught an analysis can improve sales in the company.
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Free ticketing system, not bad
What do you like best about the product?
we don't need the paid features so we're ok with the free tier for now, it has everything we need like assigning tickets to different agents and ticket creation by email, also customisable messages for new and closed tickets are good
What do you dislike about the product?
It is kind of difficult to see which tickets are outstanding if you're both an agent and a supervisor, you have to change settings in the sidebar to do it, there should be two screens one for supervisors and one for agents
What problems is the product solving and how is that benefiting you?
Our clients can create support tickets which are tracked using it, previously we'd just have them email us with questions but this became unmanageable so having this software to track support requests is really useful
Recommendations to others considering the product:
It's brilliant, it really suits our needs as a small company
Effective
What do you like best about the product?
It's fast and effective with assisting in work management
What do you dislike about the product?
Nothing I love it it's easy and affordable
What problems is the product solving and how is that benefiting you?
Its creates a smoother time management flow
Recommendations to others considering the product:
It's first managers more time couch instead of micro managing
cloud-based customer support software
What do you like best about the product?
A great platform with a comprehensive set of tools.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
What do you dislike about the product?
The price of min $63 is a bit expensive for small companies.
What problems is the product solving and how is that benefiting you?
communicate easy with clients and very easy to setup.
Ability to turn emails into tickets.
Ability to turn emails into tickets.
Recommendations to others considering the product:
Great platform to communicate with customers.
very easy to setup and most important is the ability to turn each email received into tickets.
very easy to setup and most important is the ability to turn each email received into tickets.
Integrated Ticketing System
What do you like best about the product?
It's easy to manage my tickets, especially with many time saving automation options.
What do you dislike about the product?
Some things are a bit clunky, like editing a user's contact information.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate, organize, and track the many tasks we have across our many clients.
Recommendations to others considering the product:
Give it a try with a free trial.
Freshdesk is a solid way to organize a knowledge base and ticketing system
What do you like best about the product?
The ticketing system is easy to use and customizable enough to fit our needs.
What do you dislike about the product?
I don't like that there is not an easy way to view the solution/article ID. I also think that there could be improvements on formatting solution articles.
What problems is the product solving and how is that benefiting you?
We have streamlined our support system by using the ticketing features as well as the solutions section of the software. The Solutions section has allowed us to create and maintain a customer-facing knowledge base that is useful to our clients and has cut down on support resources.
We use the FreshWorks Suite
What do you like best about the product?
I like FreshDesk because it integrates with all of the FreshWorks suite. We use other products from FreshWorks. We use FreshDesk for our customer service ticketing system.
What do you dislike about the product?
I think that the reporting could be better with the Freshworks Suite. It takes me a pretty long time to find number. It take time mostly bc the filtering is not very user friendly. it works and i get the number that I need, but it not my favorite.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our customer service ticketing system. So it solves alot of problems for us. we are able to create groups and assign different tickets to different groups of people. Like assigning tickets to our billing department vs those tickets going to our account managers.
Recommendations to others considering the product:
I think that the reporting could be better with the FreshWorks Suite.
Great For Creating a Competitive Support Team
What do you like best about the product?
Like the title says, I really like the ability you have to "game" E-Mail support. Our office has competitions to see who answers the most emails and who is the most consistent. Ever since using the gaming feature we have significantly increased productivity.
What do you dislike about the product?
I dislike how after I close a ticket (finish answering a question), the ticket is extremely hard to find again if you realize you made a mistake. There is not a "sent" section which makes things difficult. I also wish there was a way that only certain administrators had the authorization to assign emails/tickets to different people on the team. It gets a little frustrating when other people start assigning you to E-mails that they could answer just fine.
What problems is the product solving and how is that benefiting you?
We are able to stay on top of our E-Mails and not fall behind. In the the past, the team would let certain E-Mails fall through the cracks. When we miss E-Mails we are affecting the business negatively. The gaming/competitive features were unexpected and added an extra dimension to our IT support team.
Recommendations to others considering the product:
The gaming feature adds another dimension to competitive IT teams. It creates a culture of inclusion and transparency.
User friendly but lacking in features
What do you like best about the product?
User friendly, easy to deploy and the activity feed is useful.
What do you dislike about the product?
Fresh desk lacks in basic billing features
What problems is the product solving and how is that benefiting you?
Fresh desk helped us manage our service requests effectively
Recommendations to others considering the product:
Evaluate it first
Bad experience with Russian Spam tickets
What do you like best about the product?
Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app. Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.
What do you dislike about the product?
Virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack,
What problems is the product solving and how is that benefiting you?
Managing incident tickets of customers, supporting them and solving the issue, managing the SLA.
Recommendations to others considering the product:
If you are looking for just a ticket incident raised by worthless and useless clients and don't mind being attacked by Russian spam tickets for more than 2 times you can go for FreshDesk
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