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Best Service desk
What do you like best about the product?
We enjoy using fresh desk for our service desk needs as it lets us use social media integration for tickets.
What do you dislike about the product?
New modern design is hard to get used too and moves some features around.
What problems is the product solving and how is that benefiting you?
Customer issues and service requests are a lot easier than our old system.
Recommendations to others considering the product:
Be ready for an easy to use streamlined interface!
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Pretty simple solution but limited in some ways
What do you like best about the product?
The software was very easy to use and train employees to use. The layout was very simple to navigate but simple is a plus and a minus at the same time.
What do you dislike about the product?
The layout was a little too simple and without some needed features.
What problems is the product solving and how is that benefiting you?
We used Freshdesk as a ticketing software for our Technical Support department.
Recommendations to others considering the product:
This is a good and easy software to use however make sure to take the time during launch to turn on/off all features you need and don't need. After the fact will be much more difficult and much more time consuming.
Notable
What do you like best about the product?
Good remote tool for end users, no crashes and good quality
What do you dislike about the product?
The first session takes a long time and sometimes freezes.
What problems is the product solving and how is that benefiting you?
Problems with programs or resolutions of minor queries. Provides good stability.
Recommendations to others considering the product:
Try it
Freshdesk review
What do you like best about the product?
La facilidad para asignar grupos y categorías. La interfaz antigua (no la mint), y el área de reportes.
What do you dislike about the product?
Cuando reenvías internamente un mail de un cliente, al cliente le llegan ese tipo de respuestas si el destinatario no está dado de alta. Echo en falta un centro de control de políticas.
What problems is the product solving and how is that benefiting you?
IT y soporte a clientes.
Eas
What do you like best about the product?
Usability
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
What do you dislike about the product?
*Freshdesk still needs to support more social media platforms like LinkedIn and others .
*Freshdesk's in-app capability seems a bit limited.
*Freshdesk's in-app capability seems a bit limited.
What problems is the product solving and how is that benefiting you?
*Email to Ticket Conversion
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
Great product - packed with features
What do you like best about the product?
It is very similar to other products of its type, like Zendesk. However, Zendesk does not have a free tier. Freshdesk has a great free tier that has MORE features that the basic Zendesk plan.
What do you dislike about the product?
I wish that Freshdesk had the ability to let users sign-in with Microsoft work accounts.
What problems is the product solving and how is that benefiting you?
Freshdesk is the best solution for tracking users issues and for running reports later on those tickets.
Recommendations to others considering the product:
It is jammed packed with features at great price levels.
Good stuff
What do you like best about the product?
They offer a free option with unlimited users for you. Great for startups that don't need all of the additional features and tools. It also has a bunch of add-ons, plug ins and integrations that are really helpful if you are using a bunch of other tools. We are not, so we don't necessarily need them all (but great to have, as the business continues to grow)
What do you dislike about the product?
The one problem that I have with Freshdesk so far is their word processor (for us in the knowledge base/wiki). It is terrible. When you are writing articles it frequently will break, in that it won't change font sizes like you told it to, or the bullets will just randomly start not working correctly. It often makes it very frustrating to write new articles because I know in order to match my style and structure of previous articles I am going to have to take twice the amount of time needed to get the stupid bullets to work. If freshdesk fixed that, then I would give it 5 stars across the board. It may also work better on the paid accounts vs the free version. Regardless, (at least for the free version) the word processing functionality of the knowledge base is bad.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as our complete support system. From a user guide/wiki to the entire ticketing process it allows us to centralize our support
Recommendations to others considering the product:
Definitelly worth trying the free version, especially if you are unsure of whether or not you need the product
Freshdesk review- reference question
What do you like best about the product?
It’s easy to create tickets for reference qs.
What do you dislike about the product?
There is a Learning curve to the software
What problems is the product solving and how is that benefiting you?
Tracking questions from patrons snd entering the right stats for monthly reports.
Great customer ticketing system
What do you like best about the product?
I like that the company is relatively new and works hard to make their customers happy, including trying to integrate new ideas. They have the ability include images in canned responses, and a cool campaign option in their chat.
What do you dislike about the product?
The cost is high. Also, the workflows/actions aren't built into the shortcuts/canned responses like on Zendesk, which makes it a little more difficult to use.
What problems is the product solving and how is that benefiting you?
Organizing all client communications into one area.
Great customer service team tool
What do you like best about the product?
Agent management, case collision management.
What do you dislike about the product?
Limited customization options for specific processes particular to a company.
What problems is the product solving and how is that benefiting you?
Customer service resolution efficiency.
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