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Good quality support
What do you like best about the product?
quick responses and that we speak with our own technical manager that knows our case
What do you dislike about the product?
technical issues that take a while to be resolved
What problems is the product solving and how is that benefiting you?
ticketing and system integrations
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Superb
What do you like best about the product?
It actually saves my time. I can keep control on my agents and stop them from making mistakes. The best thing I like is Dispatch'r, I need not to reach to a ticket or assigned individually to my agents, it automatically happen. Also, observer. Because of Freshdesk, we are able to create a healthy relationship and able to maintain it. Customer service/support part is also superb when its come to solving an issue/query.
What do you dislike about the product?
I didn't find anything as of now.
What problems is the product solving and how is that benefiting you?
We are able to reach more customers in less time and high accuracy. It helped to build a relationship between customer and us.
Very cool features
What do you like best about the product?
The ability to requeue tickets from any queueⁿⁿ9||ê
What do you dislike about the product?
The ability to lock a ticket Someone else is working on a ticket.
What problems is the product solving and how is that benefiting you?
We are solving the problems of not forgetting items for our clients when on the phone. Retimeing tickets.
A perfect ticketing system, with really neat workflows
What do you like best about the product?
I like the fact that freshdesk is minimal, it's elegant user interfaces, and simple easy to understand settings management.
What do you dislike about the product?
I think freshdesk mobile apps could be a valuable tool for customers to check on their existing tickets
What problems is the product solving and how is that benefiting you?
Our support system relies on a manual log book, and this creates a lot of chaos. missed deadlines, issues not attended to and proper task assignment and team management is lacking. Freshdesk is the answer to this.
My experience on Freshdesk
What do you like best about the product?
It's ease of use. It's easy to hover over icons and see what they all mean and more, there is a link to so many new features and you cna really dive deep into information
What do you dislike about the product?
Still just learning my way around new Fresh Mint but getting easier each day
What problems is the product solving and how is that benefiting you?
I came from Salesforce. This is WAY better. We use it to really get an understanding of the customer experience.
Great chat, great service
What do you like best about the product?
Option to chat over skype, as I'm living overseas. The ease at which I can categorise (assign) tickets to groups
What do you dislike about the product?
Very little - I haven't found a glitch yet that prevents me from doing what I need to do
What problems is the product solving and how is that benefiting you?
Customer service
Overcrowded interface, helpful features but limited posible analysis within platform.
What do you like best about the product?
Features such as options for automated rules.
Metrics calculations for resolution times of cases.
Metrics calculations for resolution times of cases.
What do you dislike about the product?
Metric calculations regarding case content, we use tags but it is very manual.
Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format.
There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases.
Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format.
There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases.
What problems is the product solving and how is that benefiting you?
We use freshdesk as our primary medium to communicate with clientes, but are looking at other platforms.
Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients.
Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients.
Great product, highly customization.
What do you like best about the product?
I like the Free Tier option to check out the product
What do you dislike about the product?
Dashboard should have nicer charts and visualizations
What problems is the product solving and how is that benefiting you?
We converted 4 different help desk parts of our organization into 1 centralized place: Freshdesk.
Works very well for our needs
What do you like best about the product?
A complete solution at the lower prices. Opportunities with other product offerings like their CRM.
What do you dislike about the product?
At this time there is not much to dislike. We evaluated 12 products and performed detailed review and research on the final 3 including long-term trials before making a decision.
What problems is the product solving and how is that benefiting you?
We are managing product support and product requests.
Recommendations to others considering the product:
Do a proper evaluation. Look at features you need and get the most value for the least cost. Too often ticketing systems save great features at a higher per seat cost. If you jump 30 per user; you can start at a couple grand and end up spending 10 times as much for features you really do not need.
Fantastic System with a great support team
What do you like best about the product?
The support is great, always someone to answer your questions and there's not really anything you can't do
What do you dislike about the product?
I would like the report to be better. I would like to be able to amend what the client sees.
What problems is the product solving and how is that benefiting you?
It's a great way to organise requests.
Recommendations to others considering the product:
The reporting could be better. I would love to see an option to choose what you show clients. i.e response time or not etc
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