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Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
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Ottimo supporto
What do you like best about the product?
La semplicità della configurazione e immediatezza
What do you dislike about the product?
Che non tutte le parti e supporti siano in italiano
What problems is the product solving and how is that benefiting you?
Lo utilizziamo per il customer care
Short and very helpful
What do you like best about the product?
The fact fact that my problem was fixed very fast.
What do you dislike about the product?
Spam emails after contacting the help desk.
What problems is the product solving and how is that benefiting you?
social media and website complaint answering and analysis.
New department start up - supported by Freshdesk
What do you like best about the product?
Throughout the system selection stage of our Customer Hub start up, Freshdesk kept good contact, were incredibly informative during questioning about the service and what we could get from it and most of all had a can do attitude to supporting the requirements of my business.
What do you dislike about the product?
I am not able to add additional templates that mirror the initial ticket template but are specific to a different business area e.g. drop-down options that relate to tickets of a certain nature. You can only have one ticket creation option.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to centralise our customer support functions and to also increase our ability to support sales and recruitment. Freshdesk has allowed us to create channels to do this and the reporting function is key to us measuring our growth.
Recommendations to others considering the product:
API Development with existing systems is possible but more technical than just developing webhooks or using a bridge system like Zapair.
It's intuitive, stable, and efficient.
What do you like best about the product?
The overall usage of the ticketing system, and being able to receive tickets via email.
What do you dislike about the product?
The pricing model. If you move up to the next tier, you get charged per Agent per month. Also, the reporting is lacking. I wish there was an easier way for me to report on the tickets
What problems is the product solving and how is that benefiting you?
We're able to provide support to our clients anywhere in the world by using a system that is easily accessible by our clients.
Quick resolution is always appreciated!
What do you like best about the product?
The support team is always courteous and responsive. They seem quick to tackle even the most difficult problems. They are responsive in that they let you know of any progress or delays, so you're not left out in the cold.
What do you dislike about the product?
So far I have not had a bad experience. Nice work guys!
What problems is the product solving and how is that benefiting you?
We provide our customers with prompt support service using a complicated software engineering program. FreshDesk helps us to keep our customers satisfied.
Recommendations to others considering the product:
Ease of use and setup. Certainly worth your effort to evaluate.
Happy Customer
What do you like best about the product?
Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.
What do you dislike about the product?
A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.
What problems is the product solving and how is that benefiting you?
More efficient Helpdesk over our previous system. Very happy.
Great product for all your customer service needs!
What do you like best about the product?
We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.
What do you dislike about the product?
I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.
What problems is the product solving and how is that benefiting you?
We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.
Recommendations to others considering the product:
Make sure you have a designated person or team able to help with implementing all aspects of the software
Help for locating missing incoming phone calls to freshdesk
What do you like best about the product?
The thorough help and assistance for solving my issue
What do you dislike about the product?
The time and tedious process to reach the final step where I got to explain my problem to the customer service in person.
What problems is the product solving and how is that benefiting you?
CRM tool for the company in a efficient package
A real asset to customer service!
What do you like best about the product?
The clarity in the admin menu. The decor is really easy and easily implemented without prior technical knowledge.
What do you dislike about the product?
The integration of own telephone systems is not possible via external connections. For this, the own supplier of Freshdesk must be used at the moment.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for customer service inquiries and internal support.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Recommendations to others considering the product:
Especially for the foundation of a new company or brand I can highly recommend FreshDesk. Even if you do not have any previous technical knowledge, the setup is simple and yet includes a wide range of settings options.
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