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With freshdesk you can keep on touch with your clients
What do you like best about the product?
I like having a ticket system. Before using Freshdesk the communication with clients was super messy and we lost a lot of information within mails, calls and such, Now, using Freshdesk everything is in the ticket. I personally LOVE having the possibility of adding private notes to other teams of my company, to help solving the issues
What do you dislike about the product?
The dispatchr configuration is not so intuitive. You need time to learn how to use it and sometimes, even when you know how to configure it, you can get a little bit lost. But that's the only downside I find in Freshdesk
What problems is the product solving and how is that benefiting you?
We started solving faster the issues and now the comunication with clients is more transparent. No one can specualte now, neither us or the client: every information given or needed is in the ticket. Also, when a new collegue starts working in the company is easier to give him / her context of the clients, by making them watchers of some crucial tickets.
Recommendations to others considering the product:
If the comunications with your clients is getting messier as the company and the responsabilities are growing, maybe it's time to start using a ticket platform. Freshdesk is a very good one!
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Good features, but limited with increasing costs
What do you like best about the product?
Everything can be integrated in to one platform for use by the business
What do you dislike about the product?
Licence costs limit the usage heavily...
What problems is the product solving and how is that benefiting you?
Customer emails and social media. Benefits are these items can be worked on one location
A great portal for prioritization of day to day activities
What do you like best about the product?
An extremely powerful customer support tool. It allows us as a company to track and prioritize trouble tickets and other tasks while maximizing our efficiency. Increases productivity and dramatically impacts the user experience.
What do you dislike about the product?
It did not offer the CRM tools I needed for the rest of my business. If I wanted to integrate those tools through Freshsales, I would be paying a hefty price.
What problems is the product solving and how is that benefiting you?
I used Freshdesk for time tracking services. I also used it as a portal for my clients. FreshDesk is customizable, has multiple ticket options to choose from and is ridiculously easy to configure and use. It's perfect for a small to medium-sized business. We were shopping around for a helpdesk replacement and this was on the list. I'm overall satisfied with the experience.
Recommendations to others considering the product:
Customizable White-labeled Quick to deploy App integrated, works with Bomgar and google drive Easy to use Great reporting. Good product so far, we have been live with it a month or so and no complaints yet.
Revue freshdesk
What do you like best about the product?
Ce logiciel est facile à utiliser et . Ce logiciel peut être intégré à d’autres outils et il est hautement personnalisable.
What do you dislike about the product?
Le support client de cet outil n'est pas si bon.
What problems is the product solving and how is that benefiting you?
service à la clientèle et communication générale
Recommendations to others considering the product:
Je recommande ce logiciel à tout le monde
Good product
What do you like best about the product?
I love how easy it is to use and the notifications
What do you dislike about the product?
I like everything about it I have no complaints
What problems is the product solving and how is that benefiting you?
I solve all of the customers inquiries and problems
Ticketing CRM redefined
What do you like best about the product?
Ease of access and user-friendly. Admin has the access to set up the CRM in the correct way for all users
What do you dislike about the product?
Should try to have multiple sections rather than having everything under a single page.
What problems is the product solving and how is that benefiting you?
Benefits can be multiple across all CRM's. However, in Freshdesk it feels much easier in accessing the software and on a search of a button everything gets populated.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
Freshdesk makes it easy to provide quick support for our many clients and agents.
What do you like best about the product?
Freshdesk makes it easy to answer incoming support questions, triage issues based on their topic or significance, and offers easy to use templates for our support staff. In addition, Freshdesk has allowed us the ability to create an online solutions database for all of our clients/agents to access for quick and independent resolutions.
What do you dislike about the product?
The one downside to Freshdesk is the lack of comprehensive reporting options.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to quickly resolve a variety of issues that come in from our clients/agents creating an environment of trust. In addition with the online solutions database, our clients/agents are able to address their needs independently and outside of normal business hours.
Recommendations to others considering the product:
Take your time with implementation and organizing your responses to create a smooth transition and ease of use.
Software that helps you help your customers better
What do you like best about the product?
The mobile application is really nice and handy for people on the go to stay in touch with their customers. The ability to add tags to tickets helps you find tickets faster at a later time. The reports are helpful to get a good view of performance. I love the capability of creating different views of the tickets. Creating a Knowledge Base has been so easy to do.
What do you dislike about the product?
Not being able to save the font style and size for all tickets through some kind of setting instead of having to change it on every ticket. Also, the fonts on the browser application vs. from the mobile application change, but I haven't found a way to edit them. The font on some paragraphs is changed on some existing Knowledge Base articles without us making any changes to the articles for years. The tables in the Knowledge Base articles are very difficult to use. I usually have to edit the table through the code view to be able to match the existing format.
What problems is the product solving and how is that benefiting you?
Communicate with customers using in-app chat and help customers if they need help and let customer track tick using the ticketing system.
Definitely not the best ticketing system we've used
What do you like best about the product?
I really appreciate the built-in dashboards and actual ticket management features. There are some fairly obvious status indicators, which make it easier to find and address tickets in order of priority. Some the metrics have been very useful.
What do you dislike about the product?
Automation rules are incomplete and difficult to manage. The system does not have the full functionality we were led to believe. System reports are bulky to create and often unable to include all of the data elements we'd like. Their support has been atrocious ever since implementation.
What problems is the product solving and how is that benefiting you?
Freshdesk is our support ticket system across the board. We have the ability now to provide our customers with a portal for tracking their own issues, which has been a plus. The internal use is where the system is most lacking, however, and we are not able to deploy all of the features as we would have liked.
Recommendations to others considering the product:
Ask for sample reports and examples of pulling data from the Freshdesk system. Do your due diligence before leaving your current solution and compare vigorously to other systems on the market. Also, do not let price sway you from quality. You may end up spending more in hours and staff just trying to make the system usable, especially for data mining.
Easy to use Helpdesk
What do you like best about the product?
The Faculty love the ease of submitting issues. The 'Log on with Google' makes things easy.
What do you dislike about the product?
There were feature we didn't need, but had to purchase because their features are bundled together.
What problems is the product solving and how is that benefiting you?
General day to day issues with the District's technology. More Faculty use the helpdesk because of it's ease.
Recommendations to others considering the product:
Freshdesk is definitely worth giving a shot.
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