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Freshdesk has been a very effective support ticketing system for us
What do you like best about the product?
- Simple, straightforward interface.
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
What do you dislike about the product?
- Combining/merging tickets can be a bit messy at times
- No way to clear email address blocks other than to contact FD tech support
- No way to clear email address blocks other than to contact FD tech support
What problems is the product solving and how is that benefiting you?
Effective tracking of customer submitted issues, and effective communications with customers
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Great product but needs some work
What do you like best about the product?
The ticketing function is great. Its easy to file tickets and interact with customers. Its also really easy for clients to view their tickets online. Just be aware that the product is really good for companies that have simple interactions. It becomes cumbersome with interactions like we have that often last longer. The Knowledgebase and Forums also have good functionality.
What do you dislike about the product?
My biggest complaint is reporting. There should be an intelligent reporting engine like other comparable systems have. There is no reporting on the knowledgebase, AT ALL. You can see how many views a solution has but you can't report on that information. You also cannot report on forums or easily see who is subscribed to one. As for the ticket reporting, the filters are lacking. I end up having to export the data that I can get and do my reports in Tableau.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
What problems is the product solving and how is that benefiting you?
Providing customers with an easy way to contact us and interact with us on new and existing tickets.
Recommendations to others considering the product:
Be careful if you have longer involved ticket interactions.
Easy to use and user friendly
What do you like best about the product?
GUI it's at very best when we compare with another helpdesk available in the market.
What do you dislike about the product?
I don't like the Mint Version which has a lot of bugs.
What problems is the product solving and how is that benefiting you?
Track a record of service desk and follow it accordingly.
Review of Freshdesk
What do you like best about the product?
Makes my support work a breeze with canned responses and organization.
What do you dislike about the product?
I have nothing negative to say about my experience with Freshdesk.
What problems is the product solving and how is that benefiting you?
Tracking, organizing, following up, delegating.
Freshdesk review - the perspective of a company moving away from zoho desk
What do you like best about the product?
The customization and control of automated events is impressive and the analytics is impressive. It's a nice change from the "simplicity" of zoho desk. the general aesthetic is pleasing to the eye.
What do you dislike about the product?
There is not enough customization. For example, if you wanted to set different ticket types and create a to-do list based on what type of ticket it is, its not possible.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
The dashboard where you view trends does not give you the ability to quickly view this week compared to previous weeks' tickets.
What problems is the product solving and how is that benefiting you?
Our outfit is growing bigger, we need better analytics and more control over how tickets are handled. We like freshdesk because we can set multiple departments under one ticketing system, and track which tickets require one department to handle, and which ones require multi department support.
Recommendations to others considering the product:
It's a good med range solution.
Fast and reliable support
What do you like best about the product?
The FD-supporters help to identify the problem directly, precisely and fast + they don't refer to long FAQ entries. Most of the FD-supporters work very closely together and quick inquiries to several persons are therefore simply possible.
The instant chat on the support page took some getting used to at the beginning but after a while it becomes very pleasant on the part of the answering speed.
Other tools have taught us how complicated user interfaces and admin interfaces can look like, but Freshdesk has made it much easier and more intuitive. >> very simple to use and administer.
The instant chat on the support page took some getting used to at the beginning but after a while it becomes very pleasant on the part of the answering speed.
Other tools have taught us how complicated user interfaces and admin interfaces can look like, but Freshdesk has made it much easier and more intuitive. >> very simple to use and administer.
What do you dislike about the product?
Multilanguage support would be nice, especially for my colleagues who prefer to talk in German.
We don't really like the fact, that you can't attach larger files (over 15mb) to the knwoledge-base and tickets.
We don't really like the fact, that you can't attach larger files (over 15mb) to the knwoledge-base and tickets.
What problems is the product solving and how is that benefiting you?
We use Freshdesk on our official support page for our customers. During daily use we mainly receive e-mails, which are then processed with Freshdesk by our support-employees.
Our customers and the support staff are very enthusiastic about the tool and its pleasant operation.
In addition, we find the setting options and event triggers for the tickets really powerful.
Our customers and the support staff are very enthusiastic about the tool and its pleasant operation.
In addition, we find the setting options and event triggers for the tickets really powerful.
Recommendations to others considering the product:
Better API Documentation
Problem solver
What do you like best about the product?
Fast resolution. When the initial tech could not resolve a higher tech got involved and solved it.
What do you dislike about the product?
Response features are a bit confusing. We have sent stuff to customers unintentionally.
What problems is the product solving and how is that benefiting you?
We run all of our customer communications through it.
Recommendations to others considering the product:
explore
Works really well
What do you like best about the product?
Freshdesk has been working really well for us. We have a few departments in our company that use it, and everyone seems pretty happy with it. I appreciate the API so that our users can create tickets from our website for various requests. If I do have an issue, their support is very quick to resolve it.
What do you dislike about the product?
If I had to pick something that I dislike about it, it'd be the speed. It feels like some pages could be a bit snappier. But that's nit-picking, and it's really not a problem.
What problems is the product solving and how is that benefiting you?
We now have all of our support requests in one place, and we can run reports and track our issues much easier than we could before. We just started using the Live Chat for our customer-facing website, so we were able to cancel our old service that we had been paying for. This Live Chat looks and works much better than our old one.
Amazing product, but still improving.
What do you like best about the product?
The Ticketing Feature.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
What do you dislike about the product?
The inability to customize particular areas of the site.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
What problems is the product solving and how is that benefiting you?
We run on a ticket system for our IT support desk. This product gives us the ability to monitor agents as they progress through the system.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
Recommendations to others considering the product:
Know what you want before jumping in. Freshdesk offers a lot of content and services, and you can lose focus on what you want. Ensure that you have an excellent foundation before you expand into the apps.
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
Very pleased
What do you like best about the product?
Support - whatever issue you may have they come back to you with an answer very quickly.
What do you dislike about the product?
Hard to say. The product is great. Nothing found :)
What problems is the product solving and how is that benefiting you?
Ease of use and ability to keep it in one place.
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