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Great Support Desk!
What do you like best about the product?
I love the usability. I am able to role out agent access to my team, and other departments and train them on how to use FreshDesk in very little turn around time.
What do you dislike about the product?
The things I dislike are addressed in the other versions of FreshDesk. We are using Sprout. Unfortunately our budget will not currently allow for an upgrade.
What problems is the product solving and how is that benefiting you?
Business issues that are getting resolved range greatly, from a customer not being able to log into our site, to an Engineering and Development issue that is escalated to our offshore team where the issue may be addressed in a following release of out software.
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A super cool support desk in a few clicks
What do you like best about the product?
The fast and seamless setup.
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
What do you dislike about the product?
No support to have multiple ticket layouts for different issue categories.
What problems is the product solving and how is that benefiting you?
Have an online platform for users to raise problems and concerns to us.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Recommendations to others considering the product:
Strongly recommend this to any business looking to set up a real-time help desk, in a few hours!
Pleasant support system
What do you like best about the product?
Pleasant, modern and user-friendly system to interact with my customers.
What do you dislike about the product?
The old UI used to be a bit clumsy at times, but this has improved since the 2018 redesign.
What problems is the product solving and how is that benefiting you?
Keeping track of user support requests, making sure suggestions and complaints are solved and followed up.
Best Helpdesk Software to date
What do you like best about the product?
The automations are amazing!
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
What do you dislike about the product?
I wish some of the things on the screen were adjustable. I use the table view and not being able to resize the columns can be a bit frustrating but not horrible
What problems is the product solving and how is that benefiting you?
We have been able to accurately track what our customers are calling about.
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
Recommendations to others considering the product:
Go for it you will not regret it
Freshdesk Review
What do you like best about the product?
The staff are very proactive in reaching out and assisting and are always readily available.
What do you dislike about the product?
Unfortunately a lot of features are missing or somewhat complicated. Phone calls are not tracked very well, and you cannot create tickets for calls that are forwarded to mobile. All phone calls should automatically create tickets. This is what Zendesk does, and it makes tracking much easier. With Freshdesk it is nearly impossible to track your calls and gather data from them, and the reporting for phone calls is non-existant which is a huge problem.
What problems is the product solving and how is that benefiting you?
Freshdesk is quite user-friendly. Its interface is pleasant to look at, and it has quite a few good features, however it still needs some improvement.
Recommendations to others considering the product:
Make sure it meets all your needs before switching.
Great chat system
What do you like best about the product?
I like that my customers can contact us quickly and we can help them instantly
What do you dislike about the product?
I dislike that there isn’t a way to set up a canned response for an incoming chat
What problems is the product solving and how is that benefiting you?
We are helping our customers with smaller issues more quickly than before
Great Ticket System
What do you like best about the product?
The new interface is far better than the original - the choice of table or card view make the tickets more clear and easier to scan. The table view has column choices, and both views have an expanded filter menu. It's much easier to navigate and find what I'm looking for, especially when I'm looking back to tickets months ago. The individual ticket view is more clear and simpler to use. I love being able to add private notes for time tracking. I also love the search function to find tickets that pertain to certain issues.
What do you dislike about the product?
When I would send an email to a customer, it would show up that the customer sent the email. I also dislike that there is no way to save an email draft longer than a few hours.
What problems is the product solving and how is that benefiting you?
Tracking customer service requests and issues. The private notes provide documentation that I use for invoicing. Suggestion: having your ticket system integrate with an invoicing solution like www.waveapps.com would be really helpful. I understand other systems do this (https://www.getharvest.com/integrations), and it would be a great help. Wave is a top-notch free accounting software program that is well respected and has great reviews.
Recommendations to others considering the product:
Great improvement in the new GUI. We were considering moving to another software, but after the new improvements, we are definitely staying with Freshdesk! Love it!
All the Features We Need
What do you like best about the product?
The variety of features. I cannot think of anything we need that it doesn't have. Even though we don't use all of the features at this point, we will use them as we grow.
What do you dislike about the product?
There is nothing particular about Freshdesk that I don't like. I have had to use Freshdesk Support myself a few times when I had trouble doing things, but it has always worked well, and I get good help from Freshdesk Support.
What problems is the product solving and how is that benefiting you?
Freshdesk has everything we need to have a professional, full-functioning customer support system. It handles our user guides and support tickets, making it easy on the admin side and the customer side. I like the flexibility of plans, as it can cover our needs as we grow..
Data Analyst
What do you like best about the product?
Freshdesk provides an platform to control all the tickets and provide useful tools for managing customers.
The support team is fast and very useful.
The support team is fast and very useful.
What do you dislike about the product?
The user interface is rigid. It could have better appearance, like Freshchat, another tool that our company used.
What problems is the product solving and how is that benefiting you?
Managing customer is very difficult at first. However after using Freshdesk, everything is organized and we could easily scale our team to more members. It also support customizing and Dispatch rule is something we really like.
Recommendations to others considering the product:
Yes
Feature rich and easy solution for Service Desk.
What do you like best about the product?
Freshdesk is a great solution for managing service desk for Small and Medium Businesses. It can be easily customized and changes can be implemented almost instantaneously. It offers multiple communication channels and it is a very convenient way to keep track of tickets. Their availability is 100 percent and we have not encountered any downtime with them. Their mobile app allows users to manage everything on the go. Support staff is resourceful and professional. Another useful and userfriendly feature is the solutions section. This really helps in self-service of the Clients and allows us to add it our replies.
What do you dislike about the product?
There is nothing that I would dislike about Freshdesk. However, it is a bit slow but it is still faster than many of its competitors.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for application support of our software product.
Recommendations to others considering the product:
Freshdesk offers good quality service at a reasonable price. It has scope for improvement but it will definitely solve your service desk needs. Team members can collaborate on a ticket. Chats and Phone calls can be tied and easily reviewed. Support team will assist you with all your queries. This product is definitely something to try before you choose a service desk application.
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