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Freshdesk Support
What do you like best about the product?
I like that they are really quick in response.
What do you dislike about the product?
There is nothing I dislike about Freshdesk so far, I am new to freshdesk so I am hoping that by making this change. Their will be less issues than my previous helpdesk service.
What problems is the product solving and how is that benefiting you?
Not sure yet but I am hoping to solve the quick turn around time on resolving tickets.
Recommendations to others considering the product:
Very easy setup and very easy to navigate.
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Friendly Staff and Prompt Response
What do you like best about the product?
When I had an issue with the Freshdesk application itself, it was nice to know that there are staff members eager to assist. They were very friendly and were curious as to the root cause of my issue.
What do you dislike about the product?
The response time could have been a bit better.
What problems is the product solving and how is that benefiting you?
We have a helpdesk where our users can submit tickets when they have issues.
Freshdesk ticket system
What do you like best about the product?
Tickets and problems are tracked in one location.
What do you dislike about the product?
Cannot undo a merged ticket. You should be able to undo any action by a supervisor.
What problems is the product solving and how is that benefiting you?
Customer tracking of orders, their questions and concerns as well.
Recommendations to others considering the product:
The system has been automatically reassigning tickets which creates problems.
Excellent in the product they sell
What do you like best about the product?
You sell a customer service product and Freshdesk gives the best example how to treat their customers. Fast and clear answers and quick contact.
What do you dislike about the product?
I am sad to say that i don't like the pricing system. I would have gone op long ago if it was not forced per user. Because of this you cant go for features you want just for a selected group of users.
What problems is the product solving and how is that benefiting you?
I can focus on what my company is good at and i can use Freshdesk to support me in the customer support department. With this everybody does what he or she is good at
Recommendations to others considering the product:
First take a good look at what you need and will need in the future. It is important to know your features before you start
A solid platform with only a few minor drawbacks
What do you like best about the product?
An extensive functionality of the platform. Whatever functionality I ever think of - I can find it already implemented there.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
Ability to integrate Freshdesk into our mobile app.
A great search in the self-help page.
What do you dislike about the product?
The fact that our account has been suspended because of being late with the payment. Even though banks were not working in our country due to Christmas Holidays that is the biggest holidays throughout Europe.
What problems is the product solving and how is that benefiting you?
We are solving business - end user communication problem.
Recommendations to others considering the product:
Staff is very helpful in the very beginning which is really important as it's not very easy to setup the platform and customize it yourself.
A great tool
What do you like best about the product?
My favourite support tool. I've seen a number and none of them was better. I like it as the head of customer support, as a supervisor and as an agent (I believe in doing part of the job myself to feel the customers' and agent's pains). I've migrated to Freshdesk a third company already, and it's always a relief.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What do you dislike about the product?
I miss the OTRS structure of queues and sub-queues, we used it a lot and I was a big fan.
What problems is the product solving and how is that benefiting you?
It's structuring the customer support work. We can manage all of our customer communications with one tool.
Recommendations to others considering the product:
Just love it, honestly.
Over 3 years of great support
What do you like best about the product?
Our company has been using Freshdeks for more then 3 years now. It has been a huge asset to our support team. I personally think it's the best ticketing system out there, as it's seamless for our agents to use and provides so much reporting.
What do you dislike about the product?
I wouldn't say there is something I dislike. I do have some suggestions that would help benefit our account, and would love a domain where I can submit such suggestions.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our email platform. This past year we've answered over 200,000 emails via Freshdesk and things couldn't have ran smoother!
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Recommendations to others considering the product:
If you are debating between using Freshdesk or another ticketing system, trust me Freshdesk is the right route.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
Submitted a comment on the updated version of FreshDesk
What do you like best about the product?
The attention given to my comment asking for more details.
What do you dislike about the product?
My experience was short and sweet. Nothing to dislike
What problems is the product solving and how is that benefiting you?
We are using it as a helpdesk app for two application admins
Freshdesk Experience
What do you like best about the product?
I like that we never miss any customers inquiries because of all the features freshdesk has.
What do you dislike about the product?
I dislike the learning curve it takes for employees to get up to speed. But for people who have customer support experience it is easy for them to get started
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer every customer inquiry all on one single interface. I enjoy how freshdesk is integrated with Facebook and Twitter.
Freshdesk works great
What do you like best about the product?
Easy to use and setup. Good collaboration between departments.
What do you dislike about the product?
No html emails for canned messsges at this time.
What problems is the product solving and how is that benefiting you?
Easy to use across departments.
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