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An useful Helpdesk tool to handle customer issues from various channels from a single window
What do you like best about the product?
Freshdesk is a lightweight tool which is fast and user friendly.
What do you dislike about the product?
Limited customization option, Limited features.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates the customer issues from various platforms in one single interface and reduces the problem of juggling between tools, windows and reduces manual effort.
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Best solution for Support
What do you like best about the product?
Freshdesk is one of the best solution for Support. It's simple and provides flexibility.
What do you dislike about the product?
Nothing as of now because this is user friendly and provides better experience.
What problems is the product solving and how is that benefiting you?
Support related problem at one place.
Not so bad not so good
What do you like best about the product?
User-Friendly Interface: Navigating through Freshdesk is relatively intuitive, making it easy to get started without extensive training.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
Ticketing System: The ticketing system is effective for organizing and managing customer queries.
What do you dislike about the product?
Customization Limitations: I found certain limitations in customizing the platform to suit our specific workflow and requirements.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
Customer Support Response: The response time from Freshdesk's customer support has been inconsistent, and addressing issues has sometimes taken longer than expected.
What problems is the product solving and how is that benefiting you?
Managing customer queries and issues can be chaotic without a centralized system.
Simple for Agents, Great Reporting and Responsive and Supportive Success Team
What do you like best about the product?
It's difficult to select just one thing! The product is simple to configure and use but more importantly the Success team at Freshdesk is responsive and always there to set us up to get the most out of new features or add on modules. My second favourite is how they have evolved their reporting, they are always adding new features and we can deep dive into understanding trends and identify areas for improvement.
What do you dislike about the product?
I have yet to find anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
With Freshdesk we have been able to deprecate our 1-800 phone line and our first response time is down over 50 %. Huge win.
Automation and User Friendly
What do you like best about the product?
Freshdesk is an absolute game-changer in the realm of customer support platforms! From the moment I started using it, I was swept off my feet by its incredible user-friendliness. The interface is a marvel—intuitive, sleek, and delightfully easy to navigate.
What truly sets Freshdesk apart is its seamless integration of powerful features with simplicity. It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows.
The cherry on top? The versatility! Whether it's email, live chat, phone support, or social media—Freshdesk brings everything together into one unified hub. It's like a superhero cape for customer service teams, empowering us to tackle any challenge with grace and efficiency.
The level of customization is mind-blowing. I could tailor everything to suit our specific needs—from automating repetitive tasks to creating personalized templates that reflect our brand's identity. And let's not forget the analytics and reporting tools—insightful and actionable data at our fingertips, helping us make informed decisions and continuously improve our service standards.
But above all, it's the impeccable customer support from Freshdesk that truly shines. Their own customer service embodies the excellence they advocate. Any question or concern I had was met with a swift, friendly, and knowledgeable response—a testament to their dedication to ensuring their users' success.
In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough!
What truly sets Freshdesk apart is its seamless integration of powerful features with simplicity. It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows.
The cherry on top? The versatility! Whether it's email, live chat, phone support, or social media—Freshdesk brings everything together into one unified hub. It's like a superhero cape for customer service teams, empowering us to tackle any challenge with grace and efficiency.
The level of customization is mind-blowing. I could tailor everything to suit our specific needs—from automating repetitive tasks to creating personalized templates that reflect our brand's identity. And let's not forget the analytics and reporting tools—insightful and actionable data at our fingertips, helping us make informed decisions and continuously improve our service standards.
But above all, it's the impeccable customer support from Freshdesk that truly shines. Their own customer service embodies the excellence they advocate. Any question or concern I had was met with a swift, friendly, and knowledgeable response—a testament to their dedication to ensuring their users' success.
In essence, Freshdesk isn't just a tool; it's a partner in fostering exceptional customer relationships. Its user-friendliness isn't just a feature; it's a philosophy that permeates every aspect of the platform, making it an absolute joy to use. I can't recommend it highly enough!
What do you dislike about the product?
Ticket History Group or team wise "How many hours was taken from the team to push to other team
What problems is the product solving and how is that benefiting you?
With all the Automation
A Game-Changer for Support
What do you like best about the product?
The platform offers a seamless experience for our support team, allowing them to efficiently manage and prioritize customer queries. The automation features have significantly streamlined our workflow, reducing response times and ensuring that no customer concern goes unnoticed.
What do you dislike about the product?
One notable aspect is the mobile app's performance; I have encountered occasional glitches and delays in responsiveness. Improving the mobile app's stability and speed would be beneficial for users who need to manage support on the go.
What problems is the product solving and how is that benefiting you?
One of the prominent challenges Freshdesk effectively tackles is the organization of customer communications. With the platform's centralized ticketing system, we now have a structured and easily accessible repository of customer interactions.
Freshdesk Review
What do you like best about the product?
Search feature, traceability, easy to use, reliable, easy implementation, volumetry and reports.
What do you dislike about the product?
Inhability to search an object in attached files, restrictive for users within same organization that do not have a Fresdesk license
What problems is the product solving and how is that benefiting you?
Enabling agents to see overall workload and what's assigned to them and their teammates.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
Great way to handle customer emails
What do you like best about the product?
I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts.
What do you dislike about the product?
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect.
What problems is the product solving and how is that benefiting you?
The support portal allows customers to find answers to their questions independently. Additionally, they have the option to submit new tickets or send an email that they initiated. All these interactions converge in our ticket inbox, where we can assign queries to the most suitable colleague based on expertise, whether it's in design, web development, administration, etc.
Easy to use
What do you like best about the product?
It did not take any previous experience with other helpdesk applications for my team to know how freshdesk was working. It is so easy to use and all agents receive the needed notification when a client requests for assistance.
What do you dislike about the product?
Nothing so far, it was also easy to implement coming from another application.
What problems is the product solving and how is that benefiting you?
Client mails do not get lost, there is always an agent taking care of the requests. All internal administration requests are also handled
Simple and efficient
What do you like best about the product?
The base product is simple to use.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
What do you dislike about the product?
The only downside so far is the lack of some more placeholders to be able to create more complex automations.
What problems is the product solving and how is that benefiting you?
It helps us to track more effectively customers support requests. Identify and categorize requests (support or change request).
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