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We Love Freshdesk
What do you like best about the product?
We love the ease of keeping track of our customers. No customer inquiry goes unanswered because we can even collaborate and discuss the same customer request. There is a helpful dashboard to view active request. The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately.
What do you dislike about the product?
The only thing dislike is that more utilities aren't using Freshdesk.
What problems is the product solving and how is that benefiting you?
Our CSR's are reminded to follow up quickly using SLA reminders. They can customize the canned responses to save time replying to the same issues. There is a chat feature. And setup is a breeze. Agents are rewarded with gamification points. Solutions help our Agents build a knowledge base useful for customer self-service. Ticket templates make it easy to collect the required data. The reports and graphs help us streamline our processes and keep proper staff levels on busy days.
Recommendations to others considering the product:
I recommend using the trial and don't limit yourself. Look for ways of having anyone who helps customers to document and follow-up using Freshdesk.
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A huge leap forward
What do you like best about the product?
There are a lot of features I like in Freshdesk, however here are my top 5:
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
#1. Ability to see our contacts!
#2. Local control to create automations
#3. Ability to prioritise public and private Social Media contacts
#4. Easy to use reporting
#5. Open API
What do you dislike about the product?
There isn’t a ‘ready to use’ virtual assistant solution included within the Freshdesk help portal. The searchable help content is useful, but requires a fair amount of maintenance to remain relevant. Freshdesk are currently investigating my requirements so this may change.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
The ability to create tickets in bulk is not supported without API involvement. It would be great if there was a standard feature in Freshdesk to create tickets in bulk by importing a csv file.
The limitation on the number of ticket forms allowed per account could be improved.
What problems is the product solving and how is that benefiting you?
We’re trying to improve our FCR (First Contact Resolution) rate. Freshdesk provides excellent reporting to help identify when FCR goals are not being achieved, thereby allowing us to identify and resolve the issues which drive the most write-backs, and in turn save costs and improve customer service.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
We’ve seen a significant reduction in Contacts Per Order by capturing required info on the dynamic contact us form.
Support was knowledgeable, friendly, with excellent English language and communication skills
What do you like best about the product?
This is in reference to my first and only contact with FreshDesk Support, in a case about configuring SSO with SAML. The agent understood what was going wrong with my setup and guided me to the correct steps quickly and efficiently. The phone call (with Zoom) had no latency and we had no problems understanding each other, as one often does with overseas support.
What do you dislike about the product?
I want to schedule regularly-occuring, future tasks that are required for compliance. I can't seem to figure out a way to do this.
What problems is the product solving and how is that benefiting you?
I'm using FreshDesk for IT support and ticketing, and tracking change management.
Recommendations to others considering the product:
integrate with SAML/SSO for better user adoption
Ron's Thoughts on Freshdesk
What do you like best about the product?
The people are to be recognized as Freshdesk's major asset. Always polite, enthusiastic and tenacious when working on my problems.
What do you dislike about the product?
I cannot think of an experience which would claim any dislike. All has been to my liking.
What problems is the product solving and how is that benefiting you?
Surprisingly, I have received unexpected third party software assistance. I have been amazed that they have been able to exhibit efficiency when helping me with at those third party products upon which I rely.
Recommendations to others considering the product:
I thought I had sent this in before.
Nice CS-Tool for sum up all communication ways
What do you like best about the product?
To have all communication ways in one overview. Furthermore we can outsource some of our CS topics to freelancers and can share the same cloud software with them. With freshdesk we can answer faster to an user and we can use templates for users with the same problem.
What do you dislike about the product?
There are some little details, which makes it not so easy to solve user problems asap.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
e.g. If an user answers to an answer we send him before, the new answer will add to the old message. But if this message was two weeks before, the new answer is not the first answer in our dashboard but it´s on a few pages later when his old question arrived.
Or why we have no opening hours for our voicemailbox? The mailbox should only be available automatically if we want that.
There are so many small datails we wish to optimize. But mostly we will find help in the freshdesk forum online. But sometimes it takes a long time until the feedback will be implemented in the freshdesk tool.
And the system needs a lot of ressource we noticed.
What problems is the product solving and how is that benefiting you?
We got questions over several channels from over 200k users. It helps us to bundle them up in one tool.
Recommendations to others considering the product:
Test it with only one channel and increase after you feel comfortable with this tool!
Best ticket managing system
What do you like best about the product?
I like mostly how its visually layered out,e everything is right there, when I've had issues in the past, which have been very very few, support has always helped me right away.
What do you dislike about the product?
Can't pinpoint anything at the moment, my experience overall has been great!
What problems is the product solving and how is that benefiting you?
Having our client's requests properly organized, properly connected trough Zappier.
Recommendations to others considering the product:
Give it a try, this will totally help you giving a proper management of customer tickets.
Freshdesk is King
What do you like best about the product?
The feature I like best is assigning tickets to staff and keeping tracking of the work flow
What do you dislike about the product?
Sometimes it is difficult to create a rule in disparch'r
What problems is the product solving and how is that benefiting you?
Even distribution of calls and email tickets and the ability to keep track of metrics for our call center
Recommendations to others considering the product:
I would recommend someone dedicated to FreshDesk in the early stages to create as many rules as necessary before starting in heavy volume otherwise you may find yourself buried very quickly. I would also recommend good USB headsets and to open up the program in a browser that is opened in incognito to use a different set of computer resources.
As a user of ZenDesk, I tried FreshDesk...
What do you like best about the product?
Whilst it takes a bit of getting used to, FreshDesk is just as good as ZenDesk, but the real benefit is their amazing support, which is almost instantaneous.
What do you dislike about the product?
It's always difficult to move from a system that you already use, to a new system, but sometimes, the pain can be worthwhile.
What problems is the product solving and how is that benefiting you?
Online help for our new website, plus chat support and ticket desk. It's not as restrictive as others in the market, and their business model seems to suit growing businesses, all the way to large corporations.
Received quick and thorough support for the Freshdesk.com Support Team
What do you like best about the product?
I was really impressed with how quickly I received a response to the issue that I had. Within 30 mins it was resolved, and a resolution would have been quicker if we had provided a more accurate description of the problem. The issue was 100% user error :)
What do you dislike about the product?
I did not have any reason to dislike anything about their support.
What problems is the product solving and how is that benefiting you?
Supporting a highly configurable proprietary platform with numerous internal and external customers. The fact that this is a web solution that we do not have to host, update or maintain is fantastic, and it provides all the features we need and more.
excellent customer support
What do you like best about the product?
friendlyness, speed and personal touch.
What do you dislike about the product?
so far nothing. i have only positive experineces.
What problems is the product solving and how is that benefiting you?
customer support
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