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Freshdesk - Has a good mix of everything you need for a ticketing system.
What do you like best about the product?
I like how the entire tool is built and how every part of the software is interlinked. The solutions is very useful and the support is excellent with timely responses. Am glad they came up with the mint version !
What do you dislike about the product?
I can't think of anything that I don't like. The UI was a bit archaic, but they have brought in the new UI which looks brilliant !
What problems is the product solving and how is that benefiting you?
My entire ticketing system is managed by FD & chat.
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Supercharged Support from Freshdesk
What do you like best about the product?
I loved the fact that the agent took pains to understand our problem and suggest a few solutions which really helped our ability to offer a seamless customer experience to our customers
What do you dislike about the product?
Nothing really. Even though we sent multiple emails, the Freshdesk support folks kept on answering the queries
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our backend support and use it as a primary service to connect with our customer complaints
Recommendations to others considering the product:
This is a very simple to use product for all your customer interaction needs. The best part is that the free layer allows you to experience the service which makes you want to move to the paid version which offers many other benefits
Helpdesk review
What do you like best about the product?
Guaranteed fast response to raised tickets - if you have a query then you know that this will be responded to by end of day
What do you dislike about the product?
I am struggling to find any thing to dislike - even the bot "Frank" on the support website has made helpful material available to my questions.
What problems is the product solving and how is that benefiting you?
Customer communication is improved via email automation with templates and rules. Agents are spending less time manually responding to customers, the system takes care of that allowing them to spend more time supporting our software.
Recommendations to others considering the product:
Reliable support
Good email server with better data analysis strategy in built.
What do you like best about the product?
Segregation. Ability to get necessary data out from the software when waorking out outcomes and work load.
What do you dislike about the product?
Unable to edit 'to' section if I create an email.
What problems is the product solving and how is that benefiting you?
Data Analysis.
Great ticketing system
What do you like best about the product?
It is easy to use and the support received has been good
What do you dislike about the product?
There is not much to dislike about using Freshdesk
What problems is the product solving and how is that benefiting you?
Assisting customers
Internal support
What do you like best about the product?
I am an independent contractor working with a company that uses freshdesk for managing internal support. It is very straight forward for creating tickets. There are different fields to select category before the ticket is submitted. Once the ticket is received, they can add updates and communicate back and forth on the ticket. I am able to login and view all of my open and resolved tickets.
What do you dislike about the product?
The look and feel of freshdesk is a little outdated. The forms could be updated. I have not major issue with the functionality from the user perspective. The company previously used the message board functionality for social customer service. The message boards have very limited functionality. The navigation through the pages and steps to find what you were looking for was very cumbersome. They have switched to a new provider for message boards but continue to use the ticketing in fresh desk.
What problems is the product solving and how is that benefiting you?
I am an independent contractor working with a company that uses freshdesk for managing internal support.
Incredibly Simple Interface
What do you like best about the product?
The admin center is very well designed. There are tons of apps to choose from to enhance what you can do with Freshdesk compared to other customer service software solutions, and they're so easy to add. Managing everything that an admin manages is a breeze.
What do you dislike about the product?
The trial was a bit quirky. I wanted to start the trial from the free plan to see what I'd be missing and slowly work my way up the list to see which plan suites my team and situation best. Instead, I was started from estate which is above our needs and project budget and when I went to "downgrade my trial" to free I was completely switched over and I couldn't go back. My mistake, but it would be a nice feature for onboarding customers nonetheless.
What problems is the product solving and how is that benefiting you?
We are currently utilizing a home-grown customer service solution that our .NET developer coded back in 2015. The customer service team was using an Excel sheet to track their "ticket" history at the time. He imported that Excel sheet into a database and quickly built an interface for them to CRUD "tickets". However, he wasn't allowed to spend much time on it as it was a busy time and it never got revisited. This solution is basically a glorified Excel sheet in the sense that he gave them a different interface that simply updates a database with the ticket information. There's no authentication, no real reporting solution, no contacts table with contact history, no ticket history, no administration, or anything like that. The images also don't show up correctly and it doesn't support anything but a .jpg, .png, or .gif. Having all of the features that Freshdesk (and other customer service software) offers is going to introduce a lot of efficiencies for both the CS team and IT team.
User-friendly and great support
What do you like best about the product?
Freshdesk helps us provide timely support for our customers according to a priority level of their choosing, and their chat support is always fast and helpful!
What do you dislike about the product?
When I forward a ticket to someone else in our customer's organization, I wish the link to see the full ticket thread were automatically included in the forward, the way that it is in the replies.
What problems is the product solving and how is that benefiting you?
Freshdesk gives our customers an easy way to request and receive support.
I've used Freshdesk from both sides, and it remains my favourite helpdesk solution
What do you like best about the product?
It's best features are it's integration capabilities and the level of customisation.
What do you dislike about the product?
It can be difficult to optimise across multiple support teams, but that's more of a problem with implementation rather than the product.
What problems is the product solving and how is that benefiting you?
It's being used for internal and external customer support and tracking SLAs.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
Recommendations to others considering the product:
Over the last 25 years in the IT industry, I'm happy to say that I've found Freshdesk to be the most capable, reasonably priced and well supported helpdesk tool out there.
Great support
What do you like best about the product?
The response time is great and the quality of it is even better.
What do you dislike about the product?
The code editor can be so much better. Sometimes I have to reload the page to continue using it.
What problems is the product solving and how is that benefiting you?
IT Services Operations. It helps us to manage tickets and request in a better way.
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