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Really great product.
What do you like best about the product?
What I like about the best about Freshdesk is the ease of use.
What do you dislike about the product?
Feature requests are not implemented for customers.
What problems is the product solving and how is that benefiting you?
Tech support
Recommendations to others considering the product:
Try it out!
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Great potential
What do you like best about the product?
The tool is full cloud, very flexible, really simple to configure and it is possibile to create different rules to manage different SLA for the customers that a company have to manage.
What do you dislike about the product?
Sometimes you can encounter in some annoing bugs that can make you waste a lot of time. (even with the new "mint" interface)
What problems is the product solving and how is that benefiting you?
We have finally introduced (now it's 2 years) a real Support for our customer.
Intuitive, engaging, reliant, powerful and versatile support engine
What do you like best about the product?
Comprehensive help and how-to documentation.
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
Fast and reliable support service provided.
Engaging education courses (webinars etc.)
Customizable and powerful automation.
Transparency and overall usefulness of ticket and report system.
Multi-channel support integrated in the system (widget, email, forum and knowledge base...).
What do you dislike about the product?
Option to restructure articles in Solutions into more than 3 levels of depth (category>folder>article) should be present in all billing plans.
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
Formatting issues and inconsistencies during creating/editing articles.
Bug fixes and enchantments (i.e. new feature requests) should be implemented more often. New versions should be rolled-out more frequently.
Freshdesk mobile app should handle push notifications (e.g. when ticket is created and the mobile app isn't turned on).
What problems is the product solving and how is that benefiting you?
Through Freshdesk, our customers report application issues that they encounter, which I'm able to handle through the use of Freshdesk's ticketing system.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Since I'm currently the only member to provide direct support, ticket deflection through Solutions section on support platform is immensely helpful.
Requests (from our marketing team) to allow access to our product are passed via Freshdesk, thus making it official channel for handing invitations and permissions for our app product.
Recommendations to others considering the product:
Make sure to check out Freshdesk's extensive and detailed documentation.
Even 'Sprout' had given us a great way to help our customers.
What do you like best about the product?
We really use the " Dispatch'r" " function to send auto replies to initial customer enquirers, and it works really well!
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
Customers get a quick response, with our general FAQs and directions to more info, and then if needed we can follow up with a personalised reply specific to their problem.
What do you dislike about the product?
We only scratch the surface of this system - I wish we could make use of more of it's offerings as it looks great ... but as far as what we 'dislike', I can't think of anything !
What problems is the product solving and how is that benefiting you?
Auto replies to initial enquiries.
Recommendations to others considering the product:
You have to give it a go, once you see inside you realise quite how much it can do.
Handling Tickets Made Easy
What do you like best about the product?
I loved that I could easily customize it to fit our needs without being on the phone with the support team for hours and how user-friendly it is. I could set up ticket automations with the Dispatcher, Supervisor or Observer and automate routine tasks.
What do you dislike about the product?
Need support for more channels for instance Whatsapp. Also, few features which earlier offered as a part of free plan have been moved to Paid Membership. For instance, Custom Ticket Fields.
What problems is the product solving and how is that benefiting you?
We needed better reporting and root cause analysis of all our customer mails and were doing it manually. Freshdesk dashboards served our purpose.
Freshdesk Review
What do you like best about the product?
Service is really good thing about freshdesk
What do you dislike about the product?
Sometimes it is difficult to connect to freshdesk
What problems is the product solving and how is that benefiting you?
NA
Freshdesk is everything I needed for a ticketing system
What do you like best about the product?
The system does everything you would expect from a ticketing system. It's beautifully designed. I love the solutions section which allows me to create articles and help documents that I can refer customers to. The support is also amazing - in some cases, without asking, I received a phone call to help resolve my question or problem. They just released a beautiful new minty theme that is inspiring for some of my own UI designs. Integration is also a snap - to get going right away, I opted to just configure email so that tickets are opened when an email arrives at the support email address. When a customer opens a ticket from within my app, my app captures the text and sends an email to the appropriate address causing a ticket to be opened. I may use the rich API to do this on my newest product.
What do you dislike about the product?
I can't think of anything that I don't like. It does exactly what it is supposed to without a hitch.
What problems is the product solving and how is that benefiting you?
Public contact page opens a ticket; inter-app "contact" also opens a ticket. Amongst favorite benefits are that I don't miss support tickets or leads and I can easily keep history of what's happened.
Recommendations to others considering the product:
If you need a fair-priced full-function helpdesk and ticketing system, you should definitely check out Freshdesk. You can get a help-desk up and running in no time, integrate it with your project with minimal work, and customize its look if you need to.
Multifunctional and inexpensive customer support system
What do you like best about the product?
I love powerful ticket system.
We use that system with slack notification.
We use that system with slack notification.
What do you dislike about the product?
In Japan, Knowledge base function is not better.
The search function is weak.
The search function is weak.
What problems is the product solving and how is that benefiting you?
It is possible to manage the inquiry management of many customers with one central management method.
Recommendations to others considering the product:
very good choice when you want to use powerful support systems.
Prompt response followed with a clear resolution!
What do you like best about the product?
I liked the speed of reply and clarity in the response.
What do you dislike about the product?
No dislikes as of yet! I've been using the product along with
What problems is the product solving and how is that benefiting you?
Freshworks enables my team to provide complete transparency to the way in which we function as a Service team. More importantly it offers essential tools via its Reporting module which helps us constantly monitor, improve and understand our business!
Recommendations to others considering the product:
Attempt the Trial!
Excellent Technical Assistance
What do you like best about the product?
Quick and courteous response to my requests. Easy to configure and maintain. Very customizable.
What do you dislike about the product?
Only contact is by email. It wold be helpful to have a phone number to call for support. The phone support functionality is not ready for use. We tried it and had to diable it.
What problems is the product solving and how is that benefiting you?
Security Certificate request and installation.
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