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Quick Communication
What do you like best about the product?
Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).
What do you dislike about the product?
It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.
What problems is the product solving and how is that benefiting you?
We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).
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Freshdesk Ticketing
What do you like best about the product?
Web based, and mobile use. Can access from any device, anywhere
What do you dislike about the product?
Nothing really. Great ticketing software.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system with mobile apps, and Freshdesk has certainly done that for us. Being able to track and update tickets on the go has helped us greatly.
Recommendations to others considering the product:
If you need a ticketing system, and are on the go, this is a great product. You can use it anywhere, and can be setup and logging tickets in a matter of minutes.
Great Ticket System
What do you like best about the product?
Easy deploy, fast access to tickets, intuitive GUI.
What do you dislike about the product?
Limitation to few fields on free version,
What problems is the product solving and how is that benefiting you?
Fast support system, free version allows unlimited agents
Best Support System Ever
What do you like best about the product?
We have used Freshdesk from two years now and its pretty much our lifeline for our business.
What do you dislike about the product?
nothing as yet. Has all the features we need
What problems is the product solving and how is that benefiting you?
Customer service and support
Recommendations to others considering the product:
Close your eyes and switch to Freshdesk
The ability to provide great service to our customers, finally!
What do you like best about the product?
Freshdesk is extremely user friendly in all aspects. Agents have an easier time resolving tickets quicker and admins can easily set up rules or customization's for the best possible outcome for the team and end user.
What do you dislike about the product?
There are some configurations that I can't figure out, I have to spend more time in the forums and help center to figure some things out.
What problems is the product solving and how is that benefiting you?
More streamlined way to resolve inquiries, able to get customer feedback which has strengthened our knowledge base and in turn deflects new tickets.
Recommendations to others considering the product:
I would highly recommend Freshdesk to any company who needs a more streamlined, efficient way to reach their customer.
Freshdesk is getting fresher at every step!
What do you like best about the product?
The best about Freshdesk is having an opportunity to use it for your own, very special purposes. It is not only a ticketing system for the customer support: the experience of implementing it to the multiple companies from a vast range of business areas allows me to say that is can be used everywhere where you have to work with any kind of requests: in the HR, in the internal support, in the production area, as a task management tool - the one and only stopping factor is your own imagination. Smart and powerful automatisations, incredible collaboration features, fast and understandibly looking new UI - everything screams about choosing Freshdesk without a doubt and inspires to look forward to the further improvments.
What do you dislike about the product?
There are currently some troubles with buying of Russian phone numbers which creates troubles in using the build-in telephony, so the only solution for those who would like to integrate telephony to their Freshdesk in Russia is CTI.
What problems is the product solving and how is that benefiting you?
With Freshdesk it is possible to both build a customer support center from a scratch with fun and ease and to easily migrate from some other system without losing a thing and to start being better, faster, smarter right away. So a really vast range of problems can be solved with Freshdesk: from getting a platform to collaborate with your colleagues to gathering the right info to create a set of reports important for your business. The main benefits are: the ease to learn the system and to start working it it, amazing app marketplace which is getting bigger every week, "collaboration - the kee to the customer success" philosophy, honestly followed in various features and possibilities provided by Freshdesk.
Enthralled beyond compare
What do you like best about the product?
Organized structure that will take your breath away
What do you dislike about the product?
Unable to have admin/supervisor edit or leave note on bad rating that may have been unwarranted
What problems is the product solving and how is that benefiting you?
Technology
Recommendations to others considering the product:
Feel free to ask for help for they will help you right quickily
Improved our Support quality and response time
What do you like best about the product?
Ability to overview all tickets and run different displays which you can configure.
What do you dislike about the product?
unable to template build multiple tickets together for joint tasks.
What problems is the product solving and how is that benefiting you?
Late responses to tickets or losing emails.
Recommendations to others considering the product:
Worth a trial allows you to fully integrate your support email into the system. Prevents you from missing emails and sends automated emails to customers letting them know your working on it.
CRM and gamification
What do you like best about the product?
Easy to use and manage. Gamification that helps increase productivity.Easy access from anywhere.
What do you dislike about the product?
Although it is easy to manage the knowledge base ,the,only three levels of organization are offered.
What problems is the product solving and how is that benefiting you?
Customer service,KPI 's,employee engagement
Recommendations to others considering the product:
Easy access that allows ,remote work
Simple to use, easy to implement and definitely scalable
What do you like best about the product?
It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!
What do you dislike about the product?
Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels
What problems is the product solving and how is that benefiting you?
The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.
Recommendations to others considering the product:
I would definitely recommend SMB's to consider Freshdesk as a possible choice for your customer support.
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