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A modern tool for IT technicians
What do you like best about the product?
The modern look of this is very clean and professional. We recently received and upgrade from a more dated version of the program and this upgrade made a drastic improvement in terms of looks and feels. The overall functionality of this tool seems to be the same as the old but with a renewed look to freshen up the brand that Freshdesk provides.
What do you dislike about the product?
The closing of tickets sometimes makes you change a required field to something different and then change it back to acknowledge what it is supposed to be. This is only happened a few times so far. Other than the initial change of the upgrade and to find out where everything was once the update was completed took a little bit of time, just because things changed around a little.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we use this for our ticketing system to prioritize tickets and for our team to be able to handle issues within the company in a timely and professional manner. This ticketing system is designed to route tickets to the correct department within our business so that the wrong department isn't handling tickets for another department. This ensures that they are routed to the correct place so they can be handled in a timely fashion.
Recommendations to others considering the product:
Freshdesk is a low maintenance software tool that allows a company to integrate into their business structure and to tailor it to their needs. With this software you can make things require for certain circumstances to ensure consistency.
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Ultimate Ticketing Review
What do you like best about the product?
Ease on the eyes and friendly navigation. Also has multiple options for tickets.
What do you dislike about the product?
The new interface. There are issues with closing tickets and sometimes doesn't allow you to close them.
What problems is the product solving and how is that benefiting you?
We are solving IT issue within the airport. It allows us to keep track and not forget about or staff when they have issues. Also allows us to prioritize them as needed.
They practice what they preach
What do you like best about the product?
I've sent a couple of questions and remarks to Freshworks regarding their software, both through their website and via their chat. I've received quick and thorough replies to my queries, which is what you expect from a company that delivers help desk software.
What do you dislike about the product?
I'm looking forward to migrating to the new "Mint" user experience and also use Freshcaller instead of the regular integrated phone caller, but I'm waiting on some features to come live in Q2.
What problems is the product solving and how is that benefiting you?
Professionalization of our help desk.
Just starting out - like what I see so far!
What do you like best about the product?
We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!
What do you dislike about the product?
It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.
What problems is the product solving and how is that benefiting you?
We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.
Its amazing can be more better but still good.
What do you like best about the product?
Easy to handle agents. Time and priority can be managed easily and effectively. Agents management is nice. Mint experience with all conclusions on dashboard is amazing.
What do you dislike about the product?
once ticket is resolved and client reopen it, it violets SLA
What problems is the product solving and how is that benefiting you?
Technical support. Time management is key.
Recommendations to others considering the product:
I highly recommend companies to use freshdesk.
A really good ticket system
What do you like best about the product?
The simplicity of this tools.
The intergration with other services (slack, google, etc..)
The intergration with other services (slack, google, etc..)
What do you dislike about the product?
The Plan and price. I think 3 plans is correct.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
What problems is the product solving and how is that benefiting you?
All our user requests or tickets. And the solution too. Only for our IT service
Exceptional
What do you like best about the product?
Freshdesk makes it easy to collaborate as a team in order to resolve client inquiries.
What do you dislike about the product?
Would like option to remind other agents after a certain period of time
What problems is the product solving and how is that benefiting you?
Customer Support Inquiries
Fantastic Support Team
What do you like best about the product?
Every time we have contacted FreshDesk support, our ticket was quickly picked up and attended to. No matter the issue, difficulty or severity, all of the support Team was very knowledgeable, at no time did I ever feel like I was working with an entry level tech.
What do you dislike about the product?
Across our Team, we are very happy with FreshDesk and can't point out any dislikes!
What problems is the product solving and how is that benefiting you?
Supporting our use base is very easy with Fresdesk. Our users need to submit a ticket quickly and just shoot off an email to our Team, which in turn documents and creates a ticket for us to attend to.
Easy to use, inexpensive, good support
What do you like best about the product?
Freshdesk is just simple to use for both our side and our customers. People submit requests mostly by the usual methods--either e-mail to our support address or by going to our support site, but we can also quickly enter phone calls and e-mails that are sent to individuals. Customers seem to like the system, unlike others we tried in the past. From our perspective, the product is about perfect and does everything we want.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
What do you dislike about the product?
Nothing really. Every time we ask for something it seems like they have the answer for how to get it done. I really have never run into anything I dislike, and their support is always super-helpful.
What problems is the product solving and how is that benefiting you?
We needed to be able to stay on top of customer requests as well as build a history of past changes and issues. We've solved two major problems. One was simply just keeping track of what needs to be done, and by whom, when. The other is looking back at past changes/problems to spot patterns, or prove that changes were actually requested when customers say something was done that they didn't authorize.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
Recommendations to others considering the product:
Run the trial, and see if it meets your needs. Realize that there are a lot of setup options that will help automate and streamline things. Those take some effort to refine, but in the long run it makes things smoother and easier.
Powerful helpdesk software
What do you like best about the product?
The amount of customization is impressive, even on the free version. Their support was exceptional. Freshdesk also supports gamifying your help desk, which will be immensely useful to use when we incorporate students into our technology support.
What do you dislike about the product?
Changing some common help desk settings, like unique email settings per help desk agent, was not intuitive. However, their support was quick to explain how to do it.
What problems is the product solving and how is that benefiting you?
We use this software to manage technology support tickets. It provides much more customization and business intelligence than the other software we use (Spiceworks).
Recommendations to others considering the product:
It is great if you need something that does a bit more than your average helpdesk software. It is powerful, so like any powerful tool it will require some time to set up and get familiar with it.
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