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Fast response.
What do you like best about the product?
Got quick response that help me solve my issue quickly.
What do you dislike about the product?
Nothing I dislike about FreshDesk product
What problems is the product solving and how is that benefiting you?
Interface with Zapier.
I can not automate my ticket process.
I can not automate my ticket process.
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Good Helpdesk software
What do you like best about the product?
The Variety in customization and the variety of features on offer.
What do you dislike about the product?
Pricing on the higher side for the Indian market
What problems is the product solving and how is that benefiting you?
Improved efficiency of Agents, better categorization of tickets.
Great Product
What do you like best about the product?
Freshdesk is very easy to use, being web based it's always up to date and it ticks off all my compliance needs.
What do you dislike about the product?
There isn't much not to dislike. It would be good if SLAs we a bit more flexible.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to track IT and Maintenance jobs, it keeps all these jobs in the one location and easily allows us to add notes, communicate with the involved staff and reminds us when jobs are due by.
A two in one helpdesk system with knowledge base.
What do you like best about the product?
I like that the ticketing system is connected to the knowledge base which makes it easy to include links in your responses to the KB articles. I like that we can also build in our own features using their API.
What do you dislike about the product?
The UI is a bit old but they did recently build out a new UI too. I don’t like that if a reply bounces, you’re only notified by email and there’s no notification in-app. I think the forum post section could also be more robust - there’s no way to review posts before approving them, you need to approve it first before you can read the post.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
What problems is the product solving and how is that benefiting you?
We build out all our knowledge base articles in Freshdesk but use a separate tool to link in-app to our KB articles in our platform.
natura emai UI
What do you like best about the product?
easy to use and understand Freshdesk UI. It is because the UI is natura Emai UI.
It can send CC also BCC other support tool have a trouble to handle.
It can send CC also BCC other support tool have a trouble to handle.
What do you dislike about the product?
- Tickets happen to be separated with some reasons I don't understand.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
What problems is the product solving and how is that benefiting you?
Manage questions from business customers.
Fresh
What do you like best about the product?
Freshdesk is an inexpensive solution for ticket logging and tracking. While more expensive than a solution like Spiceworks, Freshdesk has a much more pleasing UI (with the Mint interface).
What do you dislike about the product?
Freshdesk lacks some features such as the ability to generate custom reports, move ticket ownership from one user to another, or apply custom styling to troubleshooting documents.
What problems is the product solving and how is that benefiting you?
We use freshdesk to manage helpdesk / support tickets.
Recommendations to others considering the product:
If you're looking for a simple helpdesk with a nice interface at a low price point, Freshdesk could be the software for you.
Very good experience
What do you like best about the product?
ticket：Let me know very clearly how many customer issues have not been resolved and whether the required SLA has expired
solutions：he flexible permissions solution can categorize which internal files and which are open files.
solutions：he flexible permissions solution can categorize which internal files and which are open files.
What do you dislike about the product?
Some of the algorithms in the report are hard to understand, and they may not be used because of the free program relationship.
What problems is the product solving and how is that benefiting you?
customer's problems in time! Can clearly know which issues have not been resolved.
Quick response and accurate answer
What do you like best about the product?
The response time was quick and the answer to my question was accurate.
What do you dislike about the product?
There are a few features in the old version that are missing from the new version, Mint.
What problems is the product solving and how is that benefiting you?
Help Desk ticket management and time tracking. Solved some issues with tracking time for time sheet reporting
Just fit
What do you like best about the product?
We can reply to the q&a email without forgetting.
What do you dislike about the product?
We can t send broadcast mail via freshdesk.
What problems is the product solving and how is that benefiting you?
Before we use your products,we often forget to reply to the email from our customers.
Overall, FD has been a pretty positive experience.
What do you like best about the product?
The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.
What do you dislike about the product?
There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.
What problems is the product solving and how is that benefiting you?
Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.
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