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Freshdesk Review
What do you like best about the product?
Simple, fast and clean
Tickets can be created on behalf of the costumer
Very user friendly
Tickets can be created on behalf of the costumer
Very user friendly
What do you dislike about the product?
There are no issues so far with it. very good application
What problems is the product solving and how is that benefiting you?
Customer self services
Recommendations to others considering the product:
N/A
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Excellent workflow manager
What do you like best about the product?
It's a pretty clean interface and it has the functionality you need without too much of a fight. I was skeptical about needing multiple programs versus email but it's winning me over. Being able to open and close tickets easily and reassign them as needed is really nice.
What do you dislike about the product?
There isn't a whole lot I dislike. I think it would be nice to manage when tickets are "due" rather than what it decides but honestly, that probably exists, I just haven't looked for it because it's not a big problem.
What problems is the product solving and how is that benefiting you?
Freshdesk makes communicating with clients a breeze. No more inboxes overloaded with emails from clients that may not be relevant to you. You can transfer to different departments and reference back to closed tickets. It's been overall pretty seamless using Freshdesk. I haven't used software to communicate with clients in this way and it wasn't hard to learn. It's convenient and simple to use.
Recommendations to others considering the product:
Overall, Freshdesk is a no-brainer to use with any business to keep in communication with clients and vise-Versa. Clean, fast, easy and functional. I love Freshdesk.
Basic ticketing system
What do you like best about the product?
Tickets auto generate by sending email.
Easy to put notes in for private or to share with requester.
It has good up time we do not have any time where the system is down for reporting issues.
Able to make tasks from a ticket is good feature.
Has nice mobile application for my team to use.
Easy to put notes in for private or to share with requester.
It has good up time we do not have any time where the system is down for reporting issues.
Able to make tasks from a ticket is good feature.
Has nice mobile application for my team to use.
What do you dislike about the product?
Price
Wish there was on premises solution that cost less per person.
The hosted is more expensive than other solutions.
Wish there was on premises solution that cost less per person.
The hosted is more expensive than other solutions.
What problems is the product solving and how is that benefiting you?
Able to have a ticketing system that works nationwide.
Easy for people to login as agents regardless of their location.
Is fast reliable, does not have problems speed does not have problem with security
Easy for people to login as agents regardless of their location.
Is fast reliable, does not have problems speed does not have problem with security
Recommendations to others considering the product:
Is not fully ITIL compliant.
Would be nice to see more of an ITIL work flow where we can tag like incidents to make a problem and so on.
Would be nice to see more of an ITIL work flow where we can tag like incidents to make a problem and so on.
Great round robin ticket assignment
What do you like best about the product?
Simply works. We had trouble trying to configure a competitor solution before coming to freshdesk. It was much simpler to configure and just worked.
What do you dislike about the product?
I was not able to create an admin user for billing that wasn't charged a monthly user fee.
What problems is the product solving and how is that benefiting you?
round robin ticket assignment when emails are received. simplified configuration and no maintenance required other than the main contact having to forward the invoices.
Customer Experience Specialist
What do you like best about the product?
Freshdesk is great for organizing my conversations and letting me customize conversations into the appropriate status.
What do you dislike about the product?
I dislike that in Freshdesk that it can sometimes set conversations to closed without being ready and lead to lower QA scores, complicating the true effectiveness of what we're trying to measure
What problems is the product solving and how is that benefiting you?
Freshdesk is a great option for organizing conversations and serves as a high quality dashboard to keep me on track for the status of all communications.
An Intelligent Support
What do you like best about the product?
The automation provided by the software and its help desk algorithm is possibly the best one.
What do you dislike about the product?
There is no such drawback of the Product as I could suggest.
What problems is the product solving and how is that benefiting you?
The Complete help desk solution and preferable data storage support has enhanced the business rate.
Recommendations to others considering the product:
The Software is User Friendly and provides a feasible cloud storage, one should opt for this one
Another happy client with Freshdesk
What do you like best about the product?
We've choosen Freshdesk for its huge amount of functions, beginning by the smallest plan until the plan we use "Garden". The fresh and clean UI is an advantage compared to other ticketsystems too.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
What do you dislike about the product?
Missing core functions for well known tools as Jira / Trello as example and the pricing. As a small agency we have limited ressources for software licences which we have to pay for each agent. But the price is it worth.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to filter all requests, assign them to a group of agents and with tags it's possible to handle requests with an automation rule. That was not / not so easy possible with Outlook.
The best support management
What do you like best about the product?
Fresh Desk is an amazing tool that we use to help our clients with support. It is a very organized application and very easy to use. It has everything you need to support your clients. I am able to show the client's support status without sending an email. the client is always in the loop just by using this application. Its Great! Another best thing is uploading documents for our clients to use without asking us. For Example; One client wants installation guide for our hardware installs, they just go to Freshdesk and everything they need is uploaded. Clients can get support without sending us a support ticket. Which is really great! I love that every task is assigned to an employee. This is great because everyone is in charge of their own task and responsible to complete each ticket that is created by us or the client. It is a very friendly used application.
What do you dislike about the product?
There isn't much that i dislike. But if i have to choose one thing, it would be the search bar. When i search for a clients name or even their email address, i don't get the best results and i have a hard time finding what i'm looking for
What problems is the product solving and how is that benefiting you?
This application has helped me with my organization and communicating with my clients. I use Freshdesk way more than my personal email. Its just easier!
Recommendations to others considering the product:
you will have the best experience with Freshdesk!
Freshdesk, a great software.
What do you like best about the product?
Learning the product was very simple for the agents also which is a colossal favorable position. This is in part due to their help group as we have consistently had the option to contact at that point and pose any sort of inquiries with respect to their product. The CS Team is constantly useful and really proficient. They didn't counterfeiter us even after we began utilizing their product (which occurs with numerous organizations). Ticket dealing with is extremely proficient and the specialist entry has a pleasant plan from a functional perspective too. We like canned reactions. A decent component is to include bolster page article joins/substance to answer messages simply like canned reactions. Another tremendous preferred position is the information base/bolster page which is exceptionally adaptable. When all is said in done we like ticket robotization controls also and it understood a portion of our extraordinary solicitations.
What do you dislike about the product?
My lone genuine issue had to do with Notification Alert Sounds. I needed an approach to utilize diverse new ticket ready sounds relying on with the customer, need or appointed to me status so I could leave my workstation and do other work in the PC lab yet get a boisterous sound caution for basic new assistance work area tickets. A brief reaction from the Freshdesk bolster group let me realize that none of the real programs bolster custom notice sounds in their API's, so there is no real way to actualize this as of now.
What problems is the product solving and how is that benefiting you?
FreshDesk is an incredible ticketing framework. We use FreshDesk to help every one of the schools in our school locale. Combination with Google (SSO, profile information, and so on) works magnificently. Learning base Articles are extraordinary. In the event that we needed to do it once more, we would pick FreshDesk once more. Our clients love FreshDesk, they regularly remark that it is so natural to put a ticket. Freshdesk enables us to set aside money and time.
Search feature not accurate
What do you like best about the product?
I like that it is user friendly and it has a chat feature
What do you dislike about the product?
The search feature, it sometimes does not recognize the email address I am searching for.
What problems is the product solving and how is that benefiting you?
It made me more organized
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