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Great product with no-cost entry
What do you like best about the product?
Freshdesk allows a feature rich demo period with a very usable free account option.
What do you dislike about the product?
The new user interface looks nicer, but does not seem to be as user friendly.
What problems is the product solving and how is that benefiting you?
Help desk responses and documentation management
Recommendations to others considering the product:
Evaluate other products - make sure to evaluate the mobile apps as well.
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Collection of Information
What do you like best about the product?
This is a great place to be able to access discussions, questions, training materials. The platform is good but I believe that they way VIPKID was using the platform wasn't to the best of their ability. I think that is what made it so difficult to search and use and why they are not using it much anymore
What do you dislike about the product?
Difficult to search and find information. Not being able to access the specific solutions I was searching for. Not being updated regularly. No functioning "search" feature that would search all the different solutions and information in FreshDesk. My main reason for not liking this platform was the way that VIPKID had implemented it. We weren't really given any training and it was difficult to search to find solutions for what I was searching for. And much of the information was out of date or incomplete
What problems is the product solving and how is that benefiting you?
A specific place to go to access training materials. Teachers were able to review and go back to get information from their original training
Recommendations to others considering the product:
Request training materials so that you have a better understanding of what can be found and how two use it.. I didn't get much help from the "help" section and it was difficult for me to navigate. I had a difficult time searching for what I was wanting answers to.
FreshDesk Information Hub
What do you like best about the product?
It’s very easy to search for what you’re looking for. Everything feels very organized. I love the ease of writing tickets and the email alerts.
What do you dislike about the product?
It is impersonal without photos and profiles.
What problems is the product solving and how is that benefiting you?
Guidelines are very clearly laid out.
Recommendations to others considering the product:
It’s an easy way to share information and create discussion.
Fresh Desk - help at your fingertips
What do you like best about the product?
Access to so much! I can send in tickets, request help, connect with other teachers, search teaching topics, guidelines and lessons. Fresh desk allows you to connect with not only administrators and help, but also with colleagues.
What do you dislike about the product?
Site can be overwhelming and confusing. So much information - which is a good thing - but it's not all organized in a user-friendly manner. THe search bar does not always provide the desired outcome of search and sometimes takes some fine-tuning.
What problems is the product solving and how is that benefiting you?
The ability to communicate with people on the other side of the world - China. I am able to ask questions, submit needs for help - all without having to make a phone call and waste time on hold. This is especially great as a stay-at-home parent. It also provides a one-stop-shop for all teaching needs from lessons, rules, guidelines and suggestions.
Recommendations to others considering the product:
This is a great way to communicate with a large number of people. I suggest making the search option more user friendly, and utilizing all drop down box options to help for more specific options.
Easy to submit a ticket to my client
What do you like best about the product?
The ease of the buttons to make my decision on my tickets I submit.
What do you dislike about the product?
Not always are the buttons on the list of choice to use for submitting my questions or concerns
What problems is the product solving and how is that benefiting you?
I'm not solving any business related problems at this time
Freshdesk needs a Fresh Look
What do you like best about the product?
The search bar does a good job of finding key words and locating information
What do you dislike about the product?
If you don't have the correct keywords to use, the search bar doesn't do any good. This can make it
What problems is the product solving and how is that benefiting you?
If I am unsure of a solution to a policy problem, I can turn here to find out. It is the housing for tickets that require assistance through the company.
Recommendations to others considering the product:
It is a great place to house documents and information for a smaller business. Once a business gets too large, it seems difficult to navigate.
It does the job
What do you like best about the product?
This is am effective tool to manage support tickets.
What do you dislike about the product?
It does not store or keep a record (that I know of) of tickets that have been solved or closed.
What problems is the product solving and how is that benefiting you?
My company is using it as a communication tool, which is strange.
Freshdesk Review
What do you like best about the product?
I like that I can easily submit tickets.
What do you dislike about the product?
I do not like the forums have moved to Hutong sign.
What problems is the product solving and how is that benefiting you?
I'm able to fix salary problems and track my referrals. It's a convenient way to communicate with VIPKID.
Recommendations to others considering the product:
none at this time
This platform can be difficult to navigate.
What do you like best about the product?
Overall, as a VIPKID teacher, Fresh Desk hasn't been too difficult to figure out. However, there isn't always a good way to find the information that you.
What do you dislike about the product?
I dislike the menu options. Sometimes there needs to be another option or other. The company has decided to move the forum and discussions to a different website. I am unsure of whether that is to better see what the teachers are discussing or if it meets the needs better of a social community and is reducing the number of support tickets sent in.
What problems is the product solving and how is that benefiting you?
Freshdesk is a place for the teachers to get problems solved. It is helpful in that not every questions requires the teachers to contact the company directly. It allows VIPKID time to help with the tickets submitted.
Recommendations to others considering the product:
I would just suggest that you train your employees and customers on how to navigate Freshdesk. Videos are your best friend.
This is a problem-solving operating system for VIP kid teachers.
What do you like best about the product?
That I have options for what my topic and emails and issues. That we can create personal signatures.
What do you dislike about the product?
I have to wait for a response, and the responses are from random staff. I would like to be able to specify a staff member I have worked with before.
What problems is the product solving and how is that benefiting you?
I am able to communicate with my business even though they are across the world. I have made personal connections with several staff members.
Recommendations to others considering the product:
I like this system! I'd like to be able to choose who you contact and maybe a live chat feature would be cool!
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