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we are very satisfied
What do you like best about the product?
all-in-one communication, process automation, templates, reporting to monitor service quality, SLA setting capability, integrated phone, chat, social networks and many more
What do you dislike about the product?
customer portal, missing a better selection of templates for the portal, missing better integration with Freshsales, freshchat.
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
What problems is the product solving and how is that benefiting you?
through Freshdesk we solve all customer support for our clients. The advantage is that all communication with our clients is in one place and a number of processes can be automated
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FreshDesk - Handy Support tool
What do you like best about the product?
The User Experience. I've used FD in the past for over 3 years and the User experience is pretty straightforward. Navigation is quite simple alongside other features.
What do you dislike about the product?
The reporting is still an unclear area fro FD I guess. The reports are buggy most of the times and not accurate.
What problems is the product solving and how is that benefiting you?
Manage Support single-handed.
Easy to use, not the most reliable
What do you like best about the product?
Ease of use, format, canned responses, reports
What do you dislike about the product?
Emails out of order even when sorted, bugs in the software
What problems is the product solving and how is that benefiting you?
Trending topics
So Fresh and So Desky
What do you like best about the product?
The interface is just nice. It's simple, clean, it works. Also, their support reaches back very quickly and is super helpful.
What do you dislike about the product?
So far, I don't have anything that I dislike.
What problems is the product solving and how is that benefiting you?
It's easy to get bombarded with client requests and lose track of them. With something like Freshdesk I can keep them in order.
Very Satisfied
What do you like best about the product?
I have no complaints with this service. Very satisfied with the support received.
What do you dislike about the product?
I am satisfied with this service. I have no complaints.
What problems is the product solving and how is that benefiting you?
Smooth transition, great display.
Great and quick customer service!
What do you like best about the product?
Reported many bugs with the new freshdesk Mint Experience and all the support agents were great! They showed me step by step how to correct or implemented the fixes in a week or less!
What do you dislike about the product?
The color scheme of the Mint Experience is a little subtle. Perhaps allow customization with colors and themes.
What problems is the product solving and how is that benefiting you?
Global Security Operations
Excellent product
What do you like best about the product?
All the featurer3s it is very robust and scalable
What do you dislike about the product?
None in specific. I l8ke the product very much
What problems is the product solving and how is that benefiting you?
Helpdesk ticketsm
We can breath again
What do you like best about the product?
This is so easy to use. There is a lot of functionnality, like the chat, the survey, the eamailing... We can also have the phone directly connected to Freshdesk and it create a ticket automaticly, really good for the stat. Also there is a lot of application (addon) that you can put in to improve your performance and make it more comfortable. For us we needed to keep to work with Cisco for the phone, and we can implement this solution to have a tiket created automaticly when an agent answer. So we can have some real statistics.
What do you dislike about the product?
Maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant. But, if you need the basics, this is ok.
What problems is the product solving and how is that benefiting you?
We can check every single ticket, we our old CRM, agent had the possibility to not create a ticket, now they have no choice. The ticket is created and when they close it, a survey is directly send to the customers. So we can track every problem with our agent.
Recommendations to others considering the product:
You can try it for one month like you have paid for every section of subsciption. So try every fonctinalities you will be very surprised.
Freshdesk is just, plain awesome!
What do you like best about the product?
Freshdesk helped us improve our support performance two fold! We moved away from UserVoice and chose Freshdesk and to be honest, we never regretted the move!
Freshdesk has a super simple, yet very powerful mobile app which enabled our support staff (even the CTO and the CEO) to reply to customer requests on the fly.
Freshdesk has a super simple, yet very powerful mobile app which enabled our support staff (even the CTO and the CEO) to reply to customer requests on the fly.
What do you dislike about the product?
Nothing! The service including the web app, the mobile and the support staff are just awesome.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us improve our support performance two fold
Recommendations to others considering the product:
We evaluated many other services and frankly speaking, Freshdesk won our trust.
Good for Analytics, User Friendly and Good Support
What do you like best about the product?
FreshDesk Interface connects emails, phone numbers, social media pages and live chats on only one platform. It makes customer service more accessible and easy. It is also good to measure the productivity of our agents and to get a good measurable view of customer service issues and trends.
What do you dislike about the product?
There is nothing I can say I "dislike" about FreshDesk.
But I do wish their own support team will be more interactive than just sending you links to review in order to solve issues. But to be honest, this is also a good way to get familiar with the resources of FreshDesk Community.
But I do wish their own support team will be more interactive than just sending you links to review in order to solve issues. But to be honest, this is also a good way to get familiar with the resources of FreshDesk Community.
What problems is the product solving and how is that benefiting you?
Customer Service. Analytics and Trends. Efficiency measurements. Contacts of customers. Storage of customers communications for dispute resolutions. Working and supervising outsourced teams.
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