Freshdesk
Freshworks Inc.External reviews
3,424 reviews
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Collection of Information
What do you like best about the product?
This is a great place to be able to access discussions, questions, training materials. The platform is good but I believe that they way VIPKID was using the platform wasn't to the best of their ability. I think that is what made it so difficult to search and use and why they are not using it much anymore
What do you dislike about the product?
Difficult to search and find information. Not being able to access the specific solutions I was searching for. Not being updated regularly. No functioning "search" feature that would search all the different solutions and information in FreshDesk. My main reason for not liking this platform was the way that VIPKID had implemented it. We weren't really given any training and it was difficult to search to find solutions for what I was searching for. And much of the information was out of date or incomplete
What problems is the product solving and how is that benefiting you?
A specific place to go to access training materials. Teachers were able to review and go back to get information from their original training
Recommendations to others considering the product:
Request training materials so that you have a better understanding of what can be found and how two use it.. I didn't get much help from the "help" section and it was difficult for me to navigate. I had a difficult time searching for what I was wanting answers to.
FreshDesk Information Hub
What do you like best about the product?
It’s very easy to search for what you’re looking for. Everything feels very organized. I love the ease of writing tickets and the email alerts.
What do you dislike about the product?
It is impersonal without photos and profiles.
What problems is the product solving and how is that benefiting you?
Guidelines are very clearly laid out.
Recommendations to others considering the product:
It’s an easy way to share information and create discussion.
Fresh Desk - help at your fingertips
What do you like best about the product?
Access to so much! I can send in tickets, request help, connect with other teachers, search teaching topics, guidelines and lessons. Fresh desk allows you to connect with not only administrators and help, but also with colleagues.
What do you dislike about the product?
Site can be overwhelming and confusing. So much information - which is a good thing - but it's not all organized in a user-friendly manner. THe search bar does not always provide the desired outcome of search and sometimes takes some fine-tuning.
What problems is the product solving and how is that benefiting you?
The ability to communicate with people on the other side of the world - China. I am able to ask questions, submit needs for help - all without having to make a phone call and waste time on hold. This is especially great as a stay-at-home parent. It also provides a one-stop-shop for all teaching needs from lessons, rules, guidelines and suggestions.
Recommendations to others considering the product:
This is a great way to communicate with a large number of people. I suggest making the search option more user friendly, and utilizing all drop down box options to help for more specific options.
This platform can be difficult to navigate.
What do you like best about the product?
Overall, as a VIPKID teacher, Fresh Desk hasn't been too difficult to figure out. However, there isn't always a good way to find the information that you.
What do you dislike about the product?
I dislike the menu options. Sometimes there needs to be another option or other. The company has decided to move the forum and discussions to a different website. I am unsure of whether that is to better see what the teachers are discussing or if it meets the needs better of a social community and is reducing the number of support tickets sent in.
What problems is the product solving and how is that benefiting you?
Freshdesk is a place for the teachers to get problems solved. It is helpful in that not every questions requires the teachers to contact the company directly. It allows VIPKID time to help with the tickets submitted.
Recommendations to others considering the product:
I would just suggest that you train your employees and customers on how to navigate Freshdesk. Videos are your best friend.
Good experience with freshdesk
What do you like best about the product?
Using freshdesk for support is easy and user friendly. It offers multiple ways to narrow down a topic to suit your specific question or concern.
What do you dislike about the product?
It would be preferrable if freshdesk offered a chat feature. There can be a 24 hour wait time for response and that doesn’t lend itself to questions that need more immediate answers.
What problems is the product solving and how is that benefiting you?
I work with VIPKid and use freshdesk for any issues that arise in the classroom.
Freshdesk is easy to navigate
What do you like best about the product?
I like the simple layout and ease of Freshdesk. It is not difficult to use, and it is clear how to navigate the system.
What do you dislike about the product?
With larger companies using Freshdesk as their technical issue communication, it can be easy for the support team to lose tickets, or have too many of them.
What problems is the product solving and how is that benefiting you?
We are generally able to have a clear and concise method of getting information and support we need.
Recommendations to others considering the product:
It is easy to use. As long as the system doesn't crash from the amount of traffic on it at one time, it is useful and quick.
Freshdesk use for a VIPKID teacher
What do you like best about the product?
The layout and look is simple and straight forward.
What do you dislike about the product?
The information is not in chronological order.
What problems is the product solving and how is that benefiting you?
Contacting VIPKID to ask questions about problems or issues related to teaching online courses.
Recommendations to others considering the product:
It is required for my company, but I have no complaints about the ease of use and features.
Freshdesk does cloud-based customer service well
What do you like best about the product?
I enjoy the many facets of customer service that Freshdesk has to offer its companies.
What do you dislike about the product?
Sometimes it is hard to get around the conversations in the forums, or return to a topic that was previously helpful when you are learning the ropes of the company.
What problems is the product solving and how is that benefiting you?
Bringing a large community of educators together to share resources is a great benefit.
Teacher User
What do you like best about the product?
I like the ease and accessibility of Freshdesk. The search function is helpful.
What do you dislike about the product?
I have no complaints about the use of freshdesk!
What problems is the product solving and how is that benefiting you?
I am searching for forums on various topics and submitting tickets for issues.
Freahdesk
What do you like best about the product?
Freahdesk is a great tool for our support team. It helps us manage support articles and interest with customers in a variety of ways.
What do you dislike about the product?
It is easy for me to lose track of tickets in the mix of things.
What problems is the product solving and how is that benefiting you?
This allows for us to interact with and address customers' needs.
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