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Feature rich helpdesk software but comes as a price!!!
What do you like best about the product?
Design, Package offerings & Support. Easy to use and setup. Provides timely customer service. Each time I've contacted support the turnaround time has been impressive.
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
What do you dislike about the product?
There is nothing to dislike in freshdesk. I would love though if they would have affordable pricing (for ones not in U.S.). Reports could be better. The native reporting (although slightly improved) is fairly basic. However, once exported, the details can be managed from there, but it is another action.
What problems is the product solving and how is that benefiting you?
Solving my client's queries in timely manner. 'Follow up' has not been so easy.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Recommendations to others considering the product:
Overall, it is very user-friendly. It takes some time and effort to set up but very little effort to maintain. Training agents to use the software is straightforward. The delegation system can be used to keep all incoming mail and requests in line. Other rules can be used to make sure nothing goes unnoticed.
It's a dummy's guide to best customer support.
It's a dummy's guide to best customer support.
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Good experience for a first CRM
What do you like best about the product?
Easy to follow the customers, quick access to all the infos
What do you dislike about the product?
Not so easy at first to understand the basic features
What problems is the product solving and how is that benefiting you?
Very efficient to manage the conversation and pre-written answers
the service provided by freshdesk is fast, efficient, effective.
What do you like best about the product?
the user interfae is one of the key features i like as it's simple for anyone to use and gives a great variety of reporting tools, which is useful in making sure the team is efficient..
What do you dislike about the product?
So far I have not found anything that i dislike.
What problems is the product solving and how is that benefiting you?
we are able to better manage our tickets and make sure tickets are addressed in a timely fashion.
The friendly helpdesk
What do you like best about the product?
It is to use. Very friendly to your clients to use the solution as well, with clear well defined work flows and easy to use FAQs. Having a self learning portal on the solution has also really reduced the number of tickets raised for agent attention, which frees up a lot of time to actually work as opposed to follow up on closing out tickets.
What do you dislike about the product?
Populating the knowledge base takes a while due to the minimum number of articles required.
What problems is the product solving and how is that benefiting you?
Answering employee queries and FAQS for a lean HR Department with a lot of employees
Easy and good tooling
What do you like best about the product?
The tooling has a lot of features, it is easy to setup a helpdesk very quickly.
What do you dislike about the product?
The logic of where to find certain topics.
What problems is the product solving and how is that benefiting you?
Certain customer questions.
Good product & best customer support
What do you like best about the product?
Product is stable and hardly ever faced problem. For configuration point of view, when we need support, FreshDesk team is always supportive & respond accurately to the request raised, Best part is special attention of representative with timely responses.
Keep doing the best, Just loving it :)
Keep doing the best, Just loving it :)
What do you dislike about the product?
We can't say its dislike, however when you are not handy with admin configurations on regular basis, then you would need to take help from the freshdesk support, which in result is awesome.
What problems is the product solving and how is that benefiting you?
An automated system to create tickets for our customers, which in the end are measurable in all ways, total count, SLAs, feedback surveys, reportings, etc.
Recommendations to others considering the product:
Quickest way to start business with FreshDesk, easy setup & user friendly.
Fast response and excellent customer service!
What do you like best about the product?
Loved that an actual person answered my call and offered great support! Solved my issue right away.
What do you dislike about the product?
I can't think of anything I disliked. Great job all around.
What problems is the product solving and how is that benefiting you?
Great for organization, communication with customers.
Recommendations to others considering the product:
Great product! You won't be disappointed.
A complete helpdesk system
What do you like best about the product?
Being able to assign customized statuses, types and views for tickets. Ability to integrate Facebook messages from customers.
What do you dislike about the product?
New emails don't function like 'normal' emails: 1) they are auto-assigned as 'closed' - have to manually go in and change the status 2) do not have a 'bcc' function 3) do not save as drafts - if you click off the page, everything is lost. Forwarded tickets also do not have a bcc function nor do they save drafts. Replies are received as private notes when they should be as new responses on a ticket.
What problems is the product solving and how is that benefiting you?
Inbound message triage - having one person be able to manage all inbound messages with ease. Will likely explore more of the automations as we go along (Supervisor/Disptach'r/Observer, etc.).
Recommendations to others considering the product:
If you need a full-feature helpdesk solution, this is it! Great for large companies with multiple product support channels.
Great Platform and Good Customer Support
What do you like best about the product?
User-friendly platform.
Easy to customize.
Easy to customize.
What do you dislike about the product?
Some features essential to customization are not available with the Garden plan.
What problems is the product solving and how is that benefiting you?
time wasted to document and resolve issues.
Optimized the process by reducing the time spent on documenting and addressing client issues.
Optimized the process by reducing the time spent on documenting and addressing client issues.
Perfect for Team Email Management
What do you like best about the product?
That hard to say, there are so many great facets to FreshDesk. To start, the status options. This really helps us manage the state of an inquiry and when to ensure we are providing timely service for our customers. The next would be agent assignment. Being able to assign/delegate tasks throughout to team to either those best suited for the task, or to help alleviate individual workloads. There are more but those have been stars in our use-cases.
What do you dislike about the product?
Limited content formatting within the editor. We make use of tables a lot in our email. It makes quoting customers very quick for us rather than having to create a separate document to attach. If FreshDesk would incorporate table formatting features that are easy to use and modify at time of creation that would deserve 10 stars!
What problems is the product solving and how is that benefiting you?
Email management was our big issue. We have general email addresses for various customer inquiries. FreshDesk allows our team to manage those form their own workstation without having to get up and crowd a single PC. Ultimately, improving both workflow and time to act.
Recommendations to others considering the product:
Well worth it. Especially, since they work with POP3 email. There was an instance where their system was not fetching emails, but it was restored very quickly and all of our emails were saved!
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