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Very Pleased with Freshdesk
What do you like best about the product?
Freshdesk is easy to setup and and easy to use. When we've had special needs (and we've had a lot of them), we've been able to easily configure an app or engage with Freshdesk's Customisation Team to build a special app to perform more automated functions. All along, with a team at Freshdesk that is most pleasant to work with.
What do you dislike about the product?
There isn't much that I dislike, but I have to bring up the content management part of Freshdesk does need improvement for what we do in our company. We heavily use the knowledge base as an online help center for our 8 different products and have asked for some improvements to help manage our articles better.
What problems is the product solving and how is that benefiting you?
Freshdesk was our company's first attempt at customer support of our externally-faced software products. Before this, our IT team handled all support because all support was internal. When we launched into externally-faced software, we had a need to support our customers in a different manner. In addition, all of our help was paper-based and required a release to update content. Freshdesk significantly reduced our frustration over providing help content and now our team can change content on the fly without having to request a release to do so. It's also reduced our employee's frustrations on finding the right help at the right moment of need. We focus highly on our content providing targeted help content in the moment of need and so management of that content was critical in our long term performance support strategy.
Recommendations to others considering the product:
With any selection of a product like Freshdesk, make sure you come up with clear requirements of what you must have in a solution. I did this and had 10 must haves. The two products I selected as finalists met all 10 must haves, but when it came down to it, the friendliness and willingness to help me get my solution right was what drove me to Freshdesk (not to mention the cost differential).
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incredible TAT by freshdesk
What do you like best about the product?
* TAT
* Customer Support
* product
* features
* Customer Support
* product
* features
What do you dislike about the product?
* more improvements on product, like giving a web notification like gmail gives when a new ticket or responses is revived to freshdesk will help the Agents to respond and check the update from customers.
What problems is the product solving and how is that benefiting you?
* Organizing the customer requests and support calls
Recommendations to others considering the product:
try it first are not you will like it. but once you use it you will start loving it ! ! !
Easy to use pay as you grow support desk
What do you like best about the product?
Easy to configure, loads of online help plus agents to chat to
What do you dislike about the product?
Could do with better searching of FAQs, tickets, knowledgebase as we have not easily found a way to answer tickets and then capture that solution for next time.
What problems is the product solving and how is that benefiting you?
Enables us to support our customers who deploy our healthcare and hospital software which improves patient care and patient safety. We save lives!
Converting from a former helpdesk tool
What do you like best about the product?
There are many more tools offered in Freshdesk than our former helpdesk tool
What do you dislike about the product?
I dislike that multiple agents can't be added to the same ticket.
What problems is the product solving and how is that benefiting you?
Organization of tickets in Freshdesk. Decreased response times.
Restting DKIM on Freshdesk
What do you like best about the product?
their fast response and availability, also the flexibility they show for client needs
What do you dislike about the product?
nothing until now :), all is working as needed
What problems is the product solving and how is that benefiting you?
ticketing system, easy to monitor, configure to the needs of my support team.
Superb ITIL tickedt management software
What do you like best about the product?
Intuitive layout makes using the system really easy, stock reporting suite is superb - everything an IT manager working to SLAs under and ITIL framework could need.
What do you dislike about the product?
Nothing - it just does what I want it to in and intuitive way.
What problems is the product solving and how is that benefiting you?
Management of tickets within a SaaS business. I manage the 2nd line team and this has been invaluable in tracking tickets and delivering against SLAs. We use it to report into the business and drive business decisions around staffing and delivery of service.
Recommendations to others considering the product:
Well worth looking at, it is a slick, feature rich solution that is easy to integrate and allows you to really up your game with the delivery of support and self-service functionality to your own customers.
Daily system admin use
What do you like best about the product?
Easy to use from an agent and system admin point of view
What do you dislike about the product?
Limited text formatting, current options are not so easy to use
What problems is the product solving and how is that benefiting you?
Ticketing, inbound and outbound emails for customer service and also complaints
Better marketing than the product
What do you like best about the product?
Fairly intuitive for the end users to get the basics out of any helpdesk system.
What do you dislike about the product?
Users can only be associated with one company, even if they work at multiple sites. Makes for a ticket management nightmare. The migration services, follow up and customer service are the worst I have ever experienced in my professional history.
What problems is the product solving and how is that benefiting you?
Typical Technical Software Helpdesk
Recommendations to others considering the product:
Timely responses and follow up from your end would have been helpful. Asking an urgent question during migration and needing to wait days or weeks for a response leaves this user wishing he had ZenDesk Installed.
Freshdesk is the new standard!
What do you like best about the product?
The Freshdesk platform is super easy to use and will keep even the most unorganized employees on track! The reporting feature shows you real data that is extremely useful in knowing where you may struggle and what to change to do better. Not to mention, Freshdesk has amazing customer support that is always there when you need them!
What do you dislike about the product?
Not applicable! My staff and I have been using Freshdesk for over a year now and I have yet to find something I don't like about it!
What problems is the product solving and how is that benefiting you?
The Freshdesk platform allows my team to stay organized and provide optimal customer support in a timely fashion without question as to what has taken place and when. Everything is logged and easy to find and the reporting features allow me to monitor exactly what my team is doing at all times. Love it!
Recommendations to others considering the product:
Check out Freshdesk and you will not regret it!
Simple to use and feature-rich
What do you like best about the product?
Scenario Automation and Observer feature are the two features we're looking forward to using. This the first time our company is introducing a customer portal dedicated to helpdesk and setting that up was a breeze with freshness.
What do you dislike about the product?
Inability to customize reports and stats.
What problems is the product solving and how is that benefiting you?
With scenario automation, we'll be saving time for on tickets. With Observer feature, cross-division teams can work on same tickets without someone having to constantly follow-up on issues.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
Customer portal helps us integrate ticketing system and FAQs in one place, which is very helpful for the common questions which usually need canned responses.
Customer's ability to track their tickets also helps us avoiding multiple tickets with the same request.
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