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Fresh Desk for IT support team
What do you like best about the product?
It is easy to use, to track tickets and manage the daily activities
What do you dislike about the product?
It is not easy to integrate with other applications like ConnectWise.
it is NOT easy if i want to reply to all and if i want to change the recipient. Like if the Ticket was initiated by Mr. A and Mr B and Mr C were CC and if i wanted to reply to all but change the primary recipient to Mr. B; it is almost impossible, that is annoying.
it is NOT easy if i want to reply to all and if i want to change the recipient. Like if the Ticket was initiated by Mr. A and Mr B and Mr C were CC and if i wanted to reply to all but change the primary recipient to Mr. B; it is almost impossible, that is annoying.
What problems is the product solving and how is that benefiting you?
helps in keeping track of tickets, prioritizing tickets and categorization
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Good tool for supporting customers
What do you like best about the product?
Everything in one portal. We have chat, calling function, email. No need to have multiple apps installed and open on your PC.
What do you dislike about the product?
If I can put it as one thing it is the metrics page where the display is not the best
What problems is the product solving and how is that benefiting you?
Not having multiple apps and instead having one portal to have everything in order to communicate with our customers
The All in One CRM Tool!
What do you like best about the product?
Freshdesk CRM has a user-friendly interface and robust ticketing system for efficient customer support. It supports multiple channels and offers automation capabilities which is a great support and useful tool.
What do you dislike about the product?
Customization can be challenging, and reporting and analytics features are basic. Integration options are limited compared to other CRM tools, and advanced marketing automation is not a strong suit that can be made better in the upcoming versions.
What problems is the product solving and how is that benefiting you?
Freshdesk effectively solves several challenges related to ticket resolution and customer query management, benefiting your company in various ways. With its centralized platform, Freshdesk streamlines the process of capturing, organizing, and prioritizing customer tickets, ensuring efficient ticket resolution. By consolidating tickets from different channels, including direct emails, Freshdesk simplifies ticket management, making it easier to track and respond to customer queries promptly. This timely responsiveness leads to increased customer satisfaction, as users receive quick and satisfactory resolutions to their issues. Additionally, Freshdesk's knowledge base feature empowers customers to find answers independently, reducing the need for creating tickets for every minor query. This self-service capability saves time for both customers and support agents. Furthermore, Freshdesk facilitates streamlined communication by providing agents with access to ticket histories, notes, and previous interactions, enabling personalized and context-aware responses. Overall, Freshdesk's solutions improve customer support efficiency, enhance customer satisfaction, and optimize internal workflows for my company.
Knowledge Base Super Star!
What do you like best about the product?
Fresh desk is incredibly easy to use, intuitive and simple to navigate. When it came to onboarding new team members, the seamless design and easy interface made it a breeze
What do you dislike about the product?
I would like more reporting options, specifically for the knowledge base sessions
What problems is the product solving and how is that benefiting you?
Access to support content and personnel. Chat has made things easier for our customers
Good to use working tools
What do you like best about the product?
It helps me answer the email without any issues.
What do you dislike about the product?
None so far it is working correctly and appropriately.
What problems is the product solving and how is that benefiting you?
It helps us answer all the emails sent by the customers.
Freshdesk
What do you like best about the product?
It is easy to operate, and we can easily track the status of the ticket
What do you dislike about the product?
Sometimes it lags when the multiple user login on the same times and its taking time to load
What problems is the product solving and how is that benefiting you?
we are solving the query regarding the PO and customer complaints regarding their delivery.
Great helpdesk
What do you like best about the product?
Freshdesk is a user friendly platform that allows us to keep all our knowledge and tickets in order.
What do you dislike about the product?
Nothing - all works fine for our requirements
What problems is the product solving and how is that benefiting you?
Hosts training materials and guides for users that save us having to repeat messages - simply send a link
Love the product and the support team is awesome and knowledgable.
What do you like best about the product?
Managing support tickets and queries coming in daily has never been so easy. Also reporting and analytics is a must for any support team manager. The graphs are designed in a way that it is easy to read and set up.
What do you dislike about the product?
I think there should be more automation processes and easier ways to set up different ticket types that require specific information. Maybe also bring in some kind of BOT assistance in the raising of a ticket :)
What problems is the product solving and how is that benefiting you?
The management of critical challenges that needs to be addressed sooner than later and making sure our customers are always up to date with the status of their challenge - they feel special.
Excellent help desk software for growing businesses
What do you like best about the product?
Comes with a handy mobile app for those who are on the move. As the main product person, support needs help here and there, having mobile access is a big advantage for us
What do you dislike about the product?
Integrations with third party tools like slack could be improved (applies to Freshsales as well)
What problems is the product solving and how is that benefiting you?
Customer support and help desk
A must have ticketing management tool
What do you like best about the product?
Easy to use. Good UI/UX. Writing automation for processes is not very difficult. A non technical person can do it.
What do you dislike about the product?
Social Media support needs to be enhanced. Faced lot of issues when Twitter stopped free API support.
What problems is the product solving and how is that benefiting you?
We never had a ticket management system. Freshdesk solved 95% of the gaps at that level. We are now more productive and monitoring of queries is much efficient basis the reports.
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