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I love Freshdesk services.
What do you like best about the product?
I like how Freshdesk allows me to put the customer first and allows for many management options!
What do you dislike about the product?
There's nothing in particular that I dislike about Freshdesk except that I cannot customize the ticket status names.
What problems is the product solving and how is that benefiting you?
I have been allowed to better connect with my customers and agents and create a conducive environment for customer service.
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Freshdesk is a super powerful resource and support management tool!
What do you like best about the product?
I think the management of tickets is great. Having the ability to nest tickets through merging helps keep the overall ticket queue manageable and also keeps issues collected in an organized manner on a per-customer basis.
What do you dislike about the product?
Sometimes the management of the "reply-to" can be tricky. If a customer sends an email to one of our Freshdesk-ticket-creating email addresses, and we want to email the customer at a different email we have for them in their Freshdesk profile, we don't have the ability to change the address the email is going to from within the ticket in Freshdesk.
What problems is the product solving and how is that benefiting you?
Helping ensure customer issues are documented for solutions and previous problem history review. Helps for quicker resolutions of the same or similar problems in future interactions with those customers.
Easy to use, fast response, very good services
What do you like best about the product?
They ask me again if I have my problem resolve, pass a day of the solution to close the ticket.
What do you dislike about the product?
they dont speak spanish and the support services.
What problems is the product solving and how is that benefiting you?
I use freshdesk as a help desk for the company where I work now
new look, added features
What do you like best about the product?
Easy to use ticketing system with good features
What do you dislike about the product?
With the recent features, there is nothing we dislike about the product.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as our primary trouble ticket and solution system.
Freshdesk Is great!
What do you like best about the product?
The customer support is wonderful every time I have had to contact them.
What do you dislike about the product?
The search function in the helpdesk leaves something to be desired. I love the rest of the helpdesk, but when I try to search for older tickets, it’s tricky.
What problems is the product solving and how is that benefiting you?
Responding to customers is quick and easy! We also have our FAQ made with their Solutions tab. It’s helpful to pop in FAQs and canned responses into replies to our customers.
Recommendations to others considering the product:
Don’t be afraid to ask questions! They are so friendly and helpful.
Easy Migration, when it worked
What do you like best about the product?
I appreciated the migration from zendesk to freshdesk, when it worked. Had a little hiccup, but it was probably my fault and pulling the trigger too fast on certain things like URL changes. Setting up email rules and new ticket fields are pretty easy. There are a lot of questions answered on the FAQ/help forums. So that is very helpful especially when I cannot figure something out. Having the free trial period helps out alot as well. If it wasn't for the free trial period I probably would of skipped Freshdesk.
What do you dislike about the product?
There seemed to be little custumer service after 5:30pm Pacific, and nothing on weekends. We utilize Shopify, and it is not available on their new UI "Mint" so we must use an outdated UI. Most of the support is over seas, so getting direct call numbers to an agents is pretty hard. But it seems they all work in the same office, so once you are connected on the phone with an agent you can request a specific person over the phone (which is what I did).
What problems is the product solving and how is that benefiting you?
Saving money from Zendesk was my priority. But work flow and ticketing is turning out to be pretty intuitive. Migration from Zendesk helped a lot in keeping everything in line. So agents can get to work immediatly.
Recommendations to others considering the product:
Use the free trial. The user interface is ok. I think a few changes can be made.
Great Chat Help
What do you like best about the product?
Immediate help when I needed it and thorough, helpful answers.
What do you dislike about the product?
There was nothing to dislike. The platform is user friendly on both sides .
What problems is the product solving and how is that benefiting you?
WE are helping staff with technology questions and the format is easy to use for everyone. Staff feel their issues are getting prompt attention.
easy to use platform with many features
What do you like best about the product?
multiple platform experience, app is really is to use.
What do you dislike about the product?
no automatic timer tool, the add on tool available constantly gives false results. the required fields always feel like an after thought.
What problems is the product solving and how is that benefiting you?
Mobile work force, with teams in different geographical locations it is much easier for the them to work as a team. Unified communication so all channels come to the same place so we are always working with the latest information.
Recommendations to others considering the product:
Check what reporting you require as the built-in reports do not give a full picture of what the team are doing.
Professional and affordable customer service tool
What do you like best about the product?
Free sprout subscription that enables us as a non-profit to use this professional customer support tool as well
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
What do you dislike about the product?
For the moment I can't think of any disadvantage
What problems is the product solving and how is that benefiting you?
We use Freshdesk to engage with our customers. They can reach us for both sales and support. As we use it together with Freshchat it is also very easy to convert a lead on the chat into a Freshdesk support ticket.
Recommendations to others considering the product:
Try their free trial period to test several options, then review what you really need and make a decision on the subscription plan based on what you need.
Fast & Easy
What do you like best about the product?
We use Freshdesk every day it is so easy to use
What do you dislike about the product?
I find the reporting to be a little lacking but I believe this could be because of the plan we are currently on.
What problems is the product solving and how is that benefiting you?
Our customers day to day questions
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