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Helpful
What do you like best about the product?
It is very useful to connect with our customers. We can get proper update from customers. We can view all tickets separately.
What do you dislike about the product?
To access this it is very difficult. To open tickets it take too much time. Sometime it is different to check our tickets
What problems is the product solving and how is that benefiting you?
Via fresh desk we solve customers query easily.
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User Friendly
What do you like best about the product?
Almost all the features in the fresh desk
What do you dislike about the product?
Cannot change the Sender mail ID if we have already created.Instead we have to create new one.
Eg. If I keep abc@gmail.com in To by keeping cc to xyz@gmail.com. Next time When I wanna change xyz@gmail in to and cc abc@gmail.com it is not getting changed.
Eg. If I keep abc@gmail.com in To by keeping cc to xyz@gmail.com. Next time When I wanna change xyz@gmail in to and cc abc@gmail.com it is not getting changed.
What problems is the product solving and how is that benefiting you?
mentioned above
Great product - excellent customer service
What do you like best about the product?
We are starting our relationship with Freshdesk, and so far support has been understanding, friendly and helpful.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
Every organization has its own needs and quirks. So far we have found Freshdesk to be quite adaptable to our needs. It does take some work to set up, however at every stage, we have received excellent advice and help from the Freshdesk support team.
What do you dislike about the product?
Not much to dislike. It IS a little challenging to adapt your process to a software system, but that is true of any system. Challenges we have faced so far have been solved or assisted by the Freshdesk team.
What problems is the product solving and how is that benefiting you?
We have multiple help emails and a variety of people answering (in two languages). We are still in the starting stages, but the Freshdesk system is a huge improvement over email.
Recommendations to others considering the product:
Test the heck out of it during the trial period - throw your emails in and use it as if you were responding to live customers.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Be flexible. Almost no software will meet 100% of your needs.
And reach out to Freshdesk support with any questions.
Support Management Software
What do you like best about the product?
The look and feel of Fresh Desk is great. Easy to create and track your support inquires. We went from the free tier to the next level for more reporting needs. The best thing about Fresh Desk is the support responsiveness and problem solving abilities. Aravind S. helped me figure out a reporting solution within 24 hours!
What do you dislike about the product?
Some of the download and reporting options aren't user friendly so you have to play around with the parameters at first.
What problems is the product solving and how is that benefiting you?
We are able to respond to our clients quickly and efficiently with product inquiries. The 'solutions' feature let's me respond to clients with FAQs within my response very easily.
Great Support Tool
What do you like best about the product?
Simple to navigate, not much training required. Agents can just login and start working. Has various customization to suit each business needs and not to forget, has an awesome support team who work with great TAT.
What do you dislike about the product?
The software is at times slow, especially with Live Chat.
What problems is the product solving and how is that benefiting you?
Purely for email and Chat support.
Freshdesk Support
What do you like best about the product?
Jai is always willing to go above and beyond in assisting and getting answers for our questions. He reaches out to make sure our needs are met with this solution.
What do you dislike about the product?
Needs more customizable reports. Our team milestones and goals are based upon how many tickets are closed and how long it takes to close them. We also have benchmarks based upon surveys and wish there were integrated reports. Jai is working with us on this.
What problems is the product solving and how is that benefiting you?
Freshdesk is a wonderful ticketing solution for our support staff. Jai is always helpful when we have questions.
Recommendations to others considering the product:
They have outstanding support and customer service. The product does everything we need it to.
Rating for Freshdesk
What do you like best about the product?
Presentation and ease of use is the strength.
What do you dislike about the product?
nothing specific. Every thing is fine in it
What problems is the product solving and how is that benefiting you?
Support
Recommendations to others considering the product:
Its a nice application backed with excellent support staff
One stop shop to manage the support portal
What do you like best about the product?
Amazing reporting features, Automations could be smoothly managed
What do you dislike about the product?
UI is not smooth and could be worked upon
What problems is the product solving and how is that benefiting you?
Managing customer support. Automating lot of internal support processes through various functions and rules.
Good product
What do you like best about the product?
The reporting section of Freshdesk is very useful to us. As well as the open REST APIs are always a plus.
What do you dislike about the product?
The UI and UX can be improved a lot. As well as there are some corner cases which could be handled in a better way.
What problems is the product solving and how is that benefiting you?
We use it for the support system and customer survey.
Good Ticketing System
What do you like best about the product?
It links with Olark and other systems so that you can input data from databases without having to manually input everything.
What do you dislike about the product?
Sometimes when you manually add a contact it can take up to 30 minutes to come up in a search. Also it send you messages saying that you didn't close a ticket in 48 hours even over the weekend. Sometimes it takes longer to resolve a ticket and also of course we wouldn't close a ticket over the weekend when we aren't in the office. It's just annoying but to my knowledge you can't turn it off.
What problems is the product solving and how is that benefiting you?
It is easy to search for old tickets.
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