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Very easy to set up and use
What do you like best about the product?
The interface is very nice and fluid, the navigation is simple, offers customization options, and different plans. The free plan is also great because it allows one to give the product a try before going with a paid license.
What do you dislike about the product?
The only thing I disliked was that the plans are a bit pricey. Other than that, I haven't found anything so far that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk is used to track our IT problems and incidents and it allows us to effectively manage tickets. It allows us to organize tickets in a nice way as well.
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Good for IT
What do you like best about the product?
Very simple to use. Clean UI and very user friendly.
What do you dislike about the product?
I don't really have a problem with it to be honest.
What problems is the product solving and how is that benefiting you?
With Freshdesk we can handle support requests in different facets of our company.
Freshdesk / Freshservice
What do you like best about the product?
I like the UI for clients and technicians, easy to follow ticket reports and statistics make this helpdesk one of the best.
What do you dislike about the product?
Some very fine detail things I would change, but this is the best I have used from sampling over a dozen
What problems is the product solving and how is that benefiting you?
We are effectively tracking assets, problems, tickets and projects with varied teams in the business to a high standard.
Recommendations to others considering the product:
Good support and communication when implementing
Nice tool to get your IT issues resolved
What do you like best about the product?
Interactive tool which helps users having IT issues to resolve it ASAP
What do you dislike about the product?
Waiting times could be a little more, due to which sometimes calls cannot get through
What problems is the product solving and how is that benefiting you?
Daily IT issues
Our Freshdesk experience
What do you like best about the product?
The very intuitive interface. Very easy to use and user oriented.
What do you dislike about the product?
Some lack of clear information on some specific topic and the (ab)use of Google tools or solutions.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to solve our software problem coming from our client. The use of Freshdesk has allowed us to structure and organise our Support.
Recommendations to others considering the product:
Give it a try.
Great user tinferace and ease of use
What do you like best about the product?
The platform allows you to very easily and efficiently program automated scripts/tasks in order to sort out dynamically, efficiently and rapidly all your tickets.
What do you dislike about the product?
The filtering system, although very wide, does nto let me filter by subject. The platform offers a high level of customisation but we had to create/bend the system a bit in order to fully create a dynamic sorting automatisation that could be bypassed by having a sorting filtering system for ticket subjects
What problems is the product solving and how is that benefiting you?
Be able to monitor client tickets as well as monitor platform generated notifications for monitoring purposes
Recommendations to others considering the product:
Freshdesk is a nice platform thet enabled us to boost our ticketing service. But as time went by, we felt the lack of live chat so we decided to look elsewhere (ZenDesk, HappyFox, TeamSupport, etc) and see if other products proposed more and better service. In the end, we stayed on Freshdesk since they proposed the best service we have seen and tested as well as all the features we desired (live chat for instance)
System integration query
What do you like best about the product?
Very prompt response from a person who knew what they were talking about.
What do you dislike about the product?
Nothing.(This field should allow responses of less than 40 characters).
What problems is the product solving and how is that benefiting you?
Issue ticketing / tracking and client support.
Excellent ticketing system
What do you like best about the product?
I really like the possibility to integrate apps and that Freshdesk offers a free plan with excellent features.
What do you dislike about the product?
I would prefer it, if it would be possible to adapt the html of the automatically sent emails. Alternatively, templates would come in handy.
What problems is the product solving and how is that benefiting you?
I usually use Freshdesk to work on customer tickets. It is far easier to reply to customers with canned responses.
Quick access to key settings
What do you like best about the product?
The layout is pretty user friendly and the editing process is done well.
What do you dislike about the product?
Learning where all the useful tools are for editing key components is not as user-friendly as expected. There should be quick add options next to the creation of canned answers and knowledge based Q/A not to have to waste time going through all the options. The formating should be changed to make it easier to transfer Q/A from knowledge base to canned answers as this wasted a whole day of my time.
What problems is the product solving and how is that benefiting you?
Our support system was built on Freshdesk and so far, for companies that have a small team and, the only major drawback is the mobile app. It should look more like the online version as the options available on app make it a bit useless.
It's pretty and simple but there's no support
What do you like best about the product?
It's very minimalist design yet very robust. Their ux designer is fantastic.
What do you dislike about the product?
Doesn't auto refresh. Support is non-existent and their solution to a chat is to revert you back to a "we aren't available" screen.
What problems is the product solving and how is that benefiting you?
Ticket management; reporting.
Recommendations to others considering the product:
If you don't need support for an error that seems to be on their end, you should be just fine. If you do and need support... .best of luck to you.
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