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From a daily User
What do you like best about the product?
Freshdesk has great API features and very quick and prompt support
What do you dislike about the product?
There is no simple way to link different contacts with different work phone numbers
What problems is the product solving and how is that benefiting you?
We use freshdesk for all level 1 and 2 support queries, with the API and other integrations we have increased our overall visibility to the entire team and increased communication between agents.
Recommendations to others considering the product:
Great API features very good customisation options
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a good experience
What do you like best about the product?
fast response for my questions. very good customer service
What do you dislike about the product?
still not fully experienced with the system as my team only started using it few weeks ago
What problems is the product solving and how is that benefiting you?
easier reporting
Quick customer service and good follow-up
What do you like best about the product?
When I sent in a question/request, they actually responded -- and quickly, at that!
What do you dislike about the product?
Some features on their most recent interface update are taking some getting used to, but they're still working on making changes and improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us organize requests that come in for our business and it has great customizable methods of organization.
Freshdesk Usage
What do you like best about the product?
1. Easy Usage
2. Great Support
3. Clean Design
2. Great Support
3. Clean Design
What do you dislike about the product?
1. Issue with costumizing according to our needs
What problems is the product solving and how is that benefiting you?
Customer Tickets for problems
1. System is in order
2. easy to track orders
1. System is in order
2. easy to track orders
Simple to use
What do you like best about the product?
Took us about a week to setup, good integration to SalesForce and our email (Google) system
What do you dislike about the product?
We use Google Phone system, and our missed calls are sent to our support email. We haven't tested everything yet, but it seems to be an issue with playing back the Voice Mail. We just don't know where to look i guess
What problems is the product solving and how is that benefiting you?
Copy and Paste of images into body of email when we reply. Email trace of support request. Account Integration with SalesForce
Recommendations to others considering the product:
The email integration (replies, assign emails to others) and pasting an image in the body of the reply is great! You can actually change the email owner (main contact) when you merge two tickets together.
Good, and getting better.
What do you like best about the product?
I like that feedback we deliver is considered for the future. Freshdesk offers great support for their product. It handles nearly everything we want to do for a fairly affordable price.
What do you dislike about the product?
Their iPhone and Android app can be frustrating at times. Our support team is primarily mobile and the phone app is something we use on a very regular basis. Sometimes it doesn't work how you expect it to, or just acts a bit buggy. You also can only add 1 work phone number per contact. Our clients often have 5-10 numbers they will call us from and 4 out of 5 times we don't know who is calling us because we can't link more than 1 phone number to an individual.
What problems is the product solving and how is that benefiting you?
We've been able to provide excellent support to our clients while getting good metrics on what kind of support we are providing as well as the most common issues. This allows us to address those common issues in a different way, like adding an article or video to the Solutions page to direct customers with the same question to help themselves, relieving our agents to handle the more fragmented issues.
Very fast Support response
What do you like best about the product?
The support team of Freshdesk, fix the my issue in minutes.
What do you dislike about the product?
I'm a early user of Freshdesk, I don't have time to find any issue.
What problems is the product solving and how is that benefiting you?
From enrollment to "having ticketing for our support" in less than an hour.
Freshdesk works wonders
What do you like best about the product?
Ticket system as a whole is fantastic, easy to use and simple to setup,
Easy of replying to customers for day to day issues
Easy of replying to customers for day to day issues
What do you dislike about the product?
I haven't found anything that freshdesk have not been able to sort out for me to get working
What problems is the product solving and how is that benefiting you?
Time to assist clients in a professional way
Freshdesk is an "All in One Package," Powerful tool.
What do you like best about the product?
Multi-channel support, portal and form customization, productivity rules.
What do you dislike about the product?
Support Articles for admins and agents should be multi-language.
What problems is the product solving and how is that benefiting you?
As a Cloud consultant and provider, our company usually gets a lot of support tickets and queries. It's good that our support and customer's service teams can work seamlessly on every case and be aware of what the urgent matters are.
Clean
What do you like best about the product?
The clean UI and the small attention to detail given
What do you dislike about the product?
Many issues in the Mint Version - still unresolved despite communication
What problems is the product solving and how is that benefiting you?
Everyday emails/escalations are in one place forever
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