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Admins that setup the system have to stay admins forever
What do you like best about the product?
Modular, customize-able, canned reporting is pretty good.
What do you dislike about the product?
Support tended to ignore my issue until the third or fourth contact (took that long to clear up what my issue was, with screenshots included). Support would lie to me when they didn't know the answer. Support told me we could never change our Account Admins, invalidating this platform as a long term solution.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system. We got one. Just didn't realize it was built to be temporary.
Recommendations to others considering the product:
Only setup the system if your Account Administrators plan on staying Account Administrators until the end of time or eventually you will have to replace the solution due to loss of significant rights as I have been told by support that the Account Administrator slot cannot be changed and without the Account Administrator Slack implementation is half-baked.
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Freshdesk staff is very professional and helpful.
What do you like best about the product?
First of all, Freshdesk staff is polite, professional and always helpful. They are very punctual with resolving issues, and when they say the issue is fixed, it very likely is. It does not take them long at all to get to work on your request or issue.
What do you dislike about the product?
One thing that caused some slight conflict is that the tech I was working with, seemed to think of me as unable to handle a basic problem. It may have been the wording I used in my request or something as I figure it was something that I said that made him think I was fairly naïve in the computer world. However, we were able to work through this and the problem was resolved in the end!
What problems is the product solving and how is that benefiting you?
My company uses the Freshdesk helpdesk to stay organized with requests for our non-profit organization. After a recent update, Freshdesk failed to work in IE 11. My request involved this issue and they were able to get it resolved.
easy deploy, user friendly
What do you like best about the product?
a lot of features that makes sense compared to our previous ticketing system. simple things like bcc and email campaigns
What do you dislike about the product?
the spam filter needs a lot of work, we are constantly having to deal with filtering these out
What problems is the product solving and how is that benefiting you?
cost and scalability
Recommendations to others considering the product:
if you get volumes of spam, you may need to be creative
Very Agile Help Desk System
What do you like best about the product?
I like how quick it is to create, assign, and resolve tickets.
What do you dislike about the product?
I can't think of anything off the top of my head.
What problems is the product solving and how is that benefiting you?
We have a small, understaffed IT group in a fire department, and we needed an agile help desk system because requests were falling through the cracks. FreshDesk has made it so that we stay on top of requests and resolve them quicker.
Great Customer Service!
What do you like best about the product?
Very simple to use and user friendly. Had (what I thought) would be a major issue, called the CS team. Answered the call immediately, understood the issue and fixed the problem in minutes. very impressed
What do you dislike about the product?
often get multiple tickets for the same issue based on "fwd", "re:" etc being in the subject, if the ticket is opened directly in the system or emailed in.
What problems is the product solving and how is that benefiting you?
Support Ticketing system
Freshdesk helps my software company organize support
What do you like best about the product?
The best things about Freshdesk for me is the ease of use, access to tickets bother internally and by customers, as well as the Slack integration. Regarding the integration, we are easily able to see when a customer puts in a ticket or replies to an existing one, saving us time by not having to worry about checking all the time.
What do you dislike about the product?
There is no (at least that I know of in our tier) a way to notify when there's a high priority ticket. We had to purchase a plan with PagerDuty to do that for us.
What problems is the product solving and how is that benefiting you?
Our old ticketing system was awful and provided no benefits other than tracking responses. Freshdesk gives us many more options and a solid interface to interact.
Very positive experience with FreshDesk
What do you like best about the product?
I can say that FreshDesk made the life of our customer support team way easier and more structured. We used to use Zendesk but after we discover FreshDesk, we immediately switched there. The quality is way better, it's a more professional software with a lot of necessary features.
What do you dislike about the product?
The system is very sophisticated and sometimes it's hard to figure out the way settings work.
What problems is the product solving and how is that benefiting you?
FreshDesk with its tools saves a huge amount of time for our support team. It also helps them to have all important data at the one place and don't lose the grip on the things
Simple yet Glitchy
What do you like best about the product?
Freshdesk's triaging process is the smoothest ever.
What do you dislike about the product?
It does not identify spammy emails and block them. IT IS GLITCHY
What problems is the product solving and how is that benefiting you?
Helps solve all the problems!
Recommendations to others considering the product:
Introduce Gifs and Emojis
Great support app
What do you like best about the product?
It's very customizable. Integrated it with Zapier and Wufoo
What do you dislike about the product?
Nothing. The best I worked with. The new look and feel is great.
What problems is the product solving and how is that benefiting you?
Most are just informative questions.
Recommendations to others considering the product:
Try it and you know why
Professional & Easy to Use
What do you like best about the product?
Freshdesk has a professional, attractive interface. It provides everything we need for our support portal. There's a good variety of plans, and we've used a couple different ones, depending on our needs and budget at the time.
What do you dislike about the product?
It's difficult to find help on the site; there's a button for "feedback", which apparently goes to support, but that's not clear from the way it's labeled.
What problems is the product solving and how is that benefiting you?
We like having a professional, customizable, easy-to-use support portal for our customers. It's easy to stay on top of support requests.
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