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Excellent software for support management
What do you like best about the product?
Simplistic approach to support management.
What do you dislike about the product?
Felt like i had to pay a lot to get some of the higher level features.
What problems is the product solving and how is that benefiting you?
Customer Support. Support Management
Recommendations to others considering the product:
Was an excellent product and was fairly easy to learn and support. I really like the look and feel of the UI.
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Comfortable and useful app
What do you like best about the product?
I can manage all the tickets just by this simple app anywhere anytime. The free plan is really good for starter to try this.
What do you dislike about the product?
It's a little slow sometimes. Tickets can't be tracked to assets. Mobile users have not enough features
What problems is the product solving and how is that benefiting you?
I want to manage customer tickets everywhere by my phone and this app is my choice
Recommendations to others considering the product:
Try free plan then you will love this
A great tool for Software and Technical Support
What do you like best about the product?
I like the customization tools and the ability to bulk assign attributes. It is very easy to auto assign tickets to individuals and I like being able to create Scenarios.
What do you dislike about the product?
Some things are not intuitive, like merging tickets and the Customer portal could be improved. Sometimes our users end up with more than one account and it gets difficult to merge accounts etc.
What problems is the product solving and how is that benefiting you?
FreshDesk serves as our Help Desk for a variety of software solutions. We field thousands of support tickets a year with this system and it has streamlined technical support in our organization.
Great Support Ticketing Platform
What do you like best about the product?
The best part is that its cloud based. Additionally it's easy to setup and use. User Interface is friendly and allows for smooth automation of tasks. The support assistance and availability is great. Every interaction has been fulfilled and the agents are very helpful.
What do you dislike about the product?
Development request or enhancement requests for application improvements take too long to actualize.
Some features are hard coded and workarounds might not be available all the time.
Some features are hard coded and workarounds might not be available all the time.
What problems is the product solving and how is that benefiting you?
Management of customer service desk portal to assist with business support queries. Gained knowledge on process improvements and in depth client metrics. The solutions portal offers a very useful knowledge repository for internal documentation.
Fresh sales best product to communicate with the users
What do you like best about the product?
Bulk mailing is the main feature I like the most of the product, also it is very suitable to follow up with the customers in closing the deal
What do you dislike about the product?
Bulk mailing restriction is set to 250 users which should be increased - hope this is not based on the plan we are currently using
What problems is the product solving and how is that benefiting you?
I am using the fresh sales tool to interact with the users to close the deal, we are selling our product to the customers through fresh sales by bulk emailing and following up with them.
Recommendations to others considering the product:
You will never feel disappointed for using freshsales as your primary tool to engage with your customers.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
My two cents on Freshdesk
What do you like best about the product?
It is simple to use and easy to keep track of the helpdesk work orders and requests. Easy enough to train new users.
What do you dislike about the product?
Simple can be good, but it is not really detail driven to issue or the process. If your company need fully equipped problem, incident, change management systems... I would look else where. This tool was not at the level of what I use to from IBM or Dell for sure.
What problems is the product solving and how is that benefiting you?
Basically I use the tool to do/track of problem & incident management. Although it looks like the change management feature to it, but it was not fully utilized for my current company.
Recommendations to others considering the product:
Depends on their requirement level, and it all depends what features individual company is loooking for.
UI isn't the friendliest, but it does the job
What do you like best about the product?
It's easy for our customers to use as it's integrated with our support email - as soon as a client emails support a ticket will be created and assigned to someone on our team. It's also great for viewing the status of each ticket, who's court the ball is in, and assigning priority to tickets based on urgency.
What do you dislike about the product?
It can sometimes be a challenge if a client tries to use the actual freshdesk interface, as the ticket is only usually visible to the requester. If someone else on their team tries to access, for example if the main requester is out of office and someone else needs to pick up where they left off, they won't be able to view the details. The workaround for this is you have to manually check off the box that allows them to see all tickets from the same company, however it's not the most streamlined process. Additionally, replying to a ticket via the UI is also not the most intuitive, especially as the message signature is automatically set to whoever the agent is on the ticket, and you have to manually change the signature if you're cc'd on the ticket but not the agent it's assigned to.
What problems is the product solving and how is that benefiting you?
Great for prioritizing and connecting the support team with our client, helps to make sure that the ball isn't dropped on any tickets
Freshdesk has good intentions
What do you like best about the product?
Easy for clients to use, good user interface, their support is always available when I need them.
What do you dislike about the product?
Sync with Salesforce is not reliable, hard to read tickets with multiple replies.
What problems is the product solving and how is that benefiting you?
Customer support tool, allows clients to open tickets and have multiple agents working on tickets.
Always improving - just like the product it supports!
What do you like best about the product?
We’ve seen a lot of change with Freshdesk and have upgraded plans to take advantage of great add-ones like live chat.
What do you dislike about the product?
The interface could be more appealing. Also their customer success team is on the opposite side of the planet.
What problems is the product solving and how is that benefiting you?
Connecting our support team, customer success managers, and engineers.
Good to Start
What do you like best about the product?
its free for a single technician and has a mobile app
What do you dislike about the product?
It Gets quite pricey when you have more than 5 techs
What problems is the product solving and how is that benefiting you?
growing company
Recommendations to others considering the product:
you will switch again
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