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A good value for money ticketing solution
What do you like best about the product?
It's intuitive, easy to use and their support team are very timely in their responses
What do you dislike about the product?
There's not much to be fair; some of the UI/UX i dont love.
What problems is the product solving and how is that benefiting you?
It's a great, easy to use ticketing solution. We are just now looking into it's other features and products; chatbot, data analysis etc.
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Freshdesk review
What do you like best about the product?
Its easy to understand and use, good for customer support, good features. Ease integration
What do you dislike about the product?
as of now nothing. Its working all great so far
What problems is the product solving and how is that benefiting you?
getting emails on time, easy to use and nw featurs threads are really helpful
A vital support platform that allowed us to offer scalable support with a small team.
What do you like best about the product?
The best thing about Freshdesk is the immense amount of features and integrations, that make customer support smooth and scalable for us, which is a huge plus for our small team supporting thousands of active users. It ensures our operations run seamlessly and we can provide quick assistance. The platform has tons of features and is also surprisingly easy to use - if you don't want something, it's hidden away and doesn't impact the workflow.
What do you dislike about the product?
We've been with freshdesk for almost a decade now and they've gone through 3 versions of pricing tiers - and everytime it was a little annoying to figure out where we were, what features were allowed and adjust.
What problems is the product solving and how is that benefiting you?
Freshdesk is effectively addressing our challenges of working in small team and catering to a substantial user base across three products. The platform's automations, workflows, and role assignments have proven instrumental in streamlining our operations. This enhances our ability to provide timely and personalized support. Integrations and the dozens of available automations help us reduce response times.
Good tailor made solution
What do you like best about the product?
Freshdesk is a great tailor made solution for helpdesk ticketing. If has got a basic architecture and doesn't need much of a training to get used to.
What do you dislike about the product?
The pricing is quite high. This can be reviewed by the product team once
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our issues with complaint logging, auto assigning, tracking, auyo SLA and escalations.
My favorite helpdesk software for the last 10+ years
What do you like best about the product?
I have tried a number of tools and I always come back to Freshdesk. It consistently gets the job done well, is continually improving with useful and intuitive features, and it runs like a machine no matter the volume of activity.
What do you dislike about the product?
There really isn't much to dislike about it. I suppose there could be some UI improvements, but I really have zero complaints.
What problems is the product solving and how is that benefiting you?
Great collaboration functions across multiple agents with the ability to provide support escalations and routing rules across a complex client base.
Freshdesk is a great customer support solution for businesses of all sizes
What do you like best about the product?
User-Friendly Interface
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
What do you dislike about the product?
Integration Challenges: While Freshdesk offers a variety of integrations, we encounter challenges when trying to integrate with specific third-party applications or systems that are crucial to their workflow.
What problems is the product solving and how is that benefiting you?
Overall, Freshdesk is a comprehensive customer support solution that can help businesses to solve a number of problems and achieve their business goals.
Team productivity and Easy Tracker
What do you like best about the product?
Easy tracking of tickets
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
What do you dislike about the product?
Identifying duplicate tags in one click, sometimes ticket categorization did not happen correctly.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
What problems is the product solving and how is that benefiting you?
It is helping to focus all customer related tasks on one platform, before Freshdesk, we were checking every email and were not sure how to figure out pending work.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
Best way to create team collaboration
What do you like best about the product?
Many of us can help our people out. It allows for collaboration and less email to deal with. We have found it has streamlined communication and allows for everyone on the team to help and see what has been said already to those we are helping.
What do you dislike about the product?
The only downside we have had is when we get into a non ending reply cycle with autoresponders. We have had it happen a time or two. It is just due to autoresponders. But Freshdesk has helped us fix it and we appreciated the help.
What problems is the product solving and how is that benefiting you?
We have over 300 people we manage. This allows for these people to send in help requests and our team to communicate. We can also assign tasks to one another.
User-friendly
What do you like best about the product?
The UI and the features are great and easy to use.
What do you dislike about the product?
The scenario automation can still be improved.
What problems is the product solving and how is that benefiting you?
Infrastructure Modernization-related concerns
Freshdesk review
What do you like best about the product?
User friendly, well structured, informative
What do you dislike about the product?
Sometimes it's slow, and takes time to recover
What problems is the product solving and how is that benefiting you?
To communicate with clients
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