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This ticketing system works seemlessly.
What do you like best about the product?
UX is wonderful and with proper tracking of all the tickets can be done.
What do you dislike about the product?
If we could have a cloud calling integrations it would be great.
What problems is the product solving and how is that benefiting you?
Fast tracking of tickets.
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So far so good
What do you like best about the product?
The UI and the smoothness between pages, fast response of the web.
What do you dislike about the product?
Haven´t had any issues so far; the last time I had one, the help team was swift in helping me, maybe some tutorials when accessing the first time to new areas of it.
What problems is the product solving and how is that benefiting you?
It really helps our team when it comes to help desk support, having identified most of our cases, letting us categorize and customize the tickets, and fast replied to our team, having that private note feature is really handy too.
Freshdesk has massively helped the way my work is processed and managed on a day to day basis.
What do you like best about the product?
The most helpful thing about Freshdesk for me, is the integration with other apps that help us massively that we use on a daily basis, as well as the notifications that get sent to you via email, asthis really helps to prevent things from being missed.
What do you dislike about the product?
Sometimes the amount of emails you get from Freshdesk per ticket can be quite difficult to manage, as sometimes you can get say 3 emails per ticket which can make it hard to navigate and control in your inbox.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to keep on top of tickets, for example if I email a customer and they have not yet replied, I should chase them on this, but it can be easy to forget this when the ticket is in the status of Waiting on Customer, however Freshdesk automatically sends an email to the customer to ask for a reponse.
User-friendly with best data analysis
What do you like best about the product?
Most user-friendly helpdesk tools provide real-time updates and a detailed dashboard.
What do you dislike about the product?
I have not observed anything negative or that should be improved in the Freshdesk tool.
What problems is the product solving and how is that benefiting you?
Freshdesk is a ticketing system that creates tickets in real-time based on the emails received from end users and suppliers. Upon ticket creation, it automatically sends a response to the email sender, providing them with a reference number for easy tracking. Freshdesk maintains a record of the entire lifecycle of each ticket and offers a dashboard that displays SLA metrics for efficient monitoring and management. Additionally, Freshdesk facilitates the measurement of end-user satisfaction through CSAT surveys, allowing for a pulse check on the overall customer experience.
Complete, easy and free/cheap
What do you like best about the product?
We use the ticketing system and the knowledge base to answer our partners
What do you dislike about the product?
There is no automated to do task, or a close mentions of the mail response
What problems is the product solving and how is that benefiting you?
When we need to solve an ticket it's easier to see who anwered it, or do any action, all the responses, also you can assing to an user the ticket,and the remembers of what they have to do.
Freshdesk Review from user
What do you like best about the product?
It can speed up and simplify our work. By utilizing this website alone, we are able to respond to consumer inquiries and provide reports. It is accessible from any device also.
What do you dislike about the product?
The disadvantage of Freshdesk at this time is that it logs you out automatically. That's what I'm observing right now. As of this moment, Freshdesk's service is nice. Just keep up the good service
What problems is the product solving and how is that benefiting you?
When there's an issue on the service that we are handling and we need to create a report. We can use the Freshdesk to count all the affected customer by creating Jira. This is very big help because the manegement can take an action right away.
A powerhouse for customer support
What do you like best about the product?
It is very easy to use, especially for people that might not be the most familiar with IT. You can set up everything you want to make an agents life easier. Probably the best customer support tool I've used so far.
What do you dislike about the product?
There is not really much that isn't working. Sometimes it can be a bother to get support from the Indian-Team, since there is a natural language barrier but most of the time they really put a foot down for you and help you get your issues resolved.
What problems is the product solving and how is that benefiting you?
Not really problems per se, it is more like they put everything a company needs to provide excellent customer support in one package and here it is. And we're not even using half its features.
Sharing my experience
What do you like best about the product?
The best part about the freshdesk is that it has made work more simplified and easy to understand. Before, we were using Google form which was not that reliable or convenient but on contrary to that Freshdesk has been unbelievably amazing. We are able to mention all the customer's details in 1 ticket and select any query and also we can fill up any offer form directly without sharing it with supervisor or updating the same in Google sheet which was very hectic.
What do you dislike about the product?
Actually there's not a single reason for me to dislike about freshdesk. It works so good and easy to access. So nope, I have nothing I dislike while using the freshdesk.
What problems is the product solving and how is that benefiting you?
When we're using Google form, we needed to fill out many forms but now we can just add note and check all the work that's been going on customer's complaints without having to check all the forms and which data was also hard to maintain.
Great software!!
What do you like best about the product?
1. Efficient ticket management: Automated ticket assignment and intelligent routing ensure prompt and accurate handling of customer inquiries from various channels.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
2. Robust knowledge base: Extensive library of articles, FAQs, and self-help guides empowers customers to find solutions independently, reducing support tickets.
3. Effective collaboration tools: Seamless communication and collaboration among support agents improve teamwork and problem resolution.
Overall, Freshdesk offers streamlined ticket management, a robust knowledge base, and effective collaboration tools, making it an invaluable tool for businesses to enhance their customer support operations.
What do you dislike about the product?
One aspect that could be improved in Freshdesk is the pricing structure. While the software offers a range of features and functionalities, the pricing plans can be relatively costly for small businesses or startups with limited budgets. It would be beneficial if Freshdesk could introduce more affordable options or flexible pricing tiers to accommodate businesses of all sizes.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of efficiently managing and providing personalized customer support across multiple channels, enhancing customer satisfaction and streamlining the support process.
Lifesaver for Agent Occupancy and workload distribution
What do you like best about the product?
FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.
What do you dislike about the product?
Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can.
What problems is the product solving and how is that benefiting you?
We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future.
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