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Decent for the Money but Buggy and Glitchy
What do you like best about the product?
Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.
What do you dislike about the product?
I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
What problems is the product solving and how is that benefiting you?
We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.
Recommendations to others considering the product:
Test it out before converting.
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Freshdesk
What do you like best about the product?
I enjoy using freshdesk instead of having to keep track of issues via email
What do you dislike about the product?
i dislike when i get a response that the ticket reopens itself
What problems is the product solving and how is that benefiting you?
site issues and questions
Fresh desk Review
What do you like best about the product?
best customer service platform out there. I would not leave Freshdesk for anything.
What do you dislike about the product?
There is really nothing I would change. The only thing I would change is that they have to tell people when they are recording calls because it is illegal in the United States to not tell people when a call is being recorded.
What problems is the product solving and how is that benefiting you?
We needed an easy way to do customer support. Freshdesk has really helped us do support.
Get the most out of providing support for your customers with Freshdesk
What do you like best about the product?
The filtering feature allows for us to see tickets located in the many different departments on our team. We are also able to categorize tickets accordingly and move them into their designated queue which allows us to organize tickets, and stay efficient.
What do you dislike about the product?
There are times where running the report feature can be a bit 'janky' in the sense that it does not present accurate data or sometimes, no data at all. This is a rare occurrence however. Apart from that, Freshdesk is practically always in an operative state.
What problems is the product solving and how is that benefiting you?
My particular department specializes in providing technical support for end users and clients, as well as internal support for employees within our company. Freshdesk allows us to classify the tickets in a very granular manner. You can specify the product the ticket is pertaining to, the team it should belong to, and you can update the ticket once it has been resolved or closed.
Recommendations to others considering the product:
Classify your tickets in as granular a manner as possible to help keep them organized.
easy to use ticket management system with flaws
What do you like best about the product?
client portal
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
What do you dislike about the product?
anyone can edit anyone else's notes in a ticket and even delete
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
What problems is the product solving and how is that benefiting you?
the fact that tickets are automatically created allows resources to focus on value adding work instead of documentation
The greatest Supporting Tool!
What do you like best about the product?
The ease of use, the fact that you can manage all of your client requests, issues and questions in one area. The reporting system is very powerful and allows us to make informative decisions based on that data.
What do you dislike about the product?
I wish the support could be a little better, I experienced a issue where they shut down access to our portal because we missed a payment. Our AP clerk was on PTO, therefore she was not receiving the emails. However if they had reached out to me, since I am the main account user I would have pushed it to the right person to get it processed.
What problems is the product solving and how is that benefiting you?
It has helped us manage client questions in a more productive and organized manner. We are able to provide knowledge based videos and guides to help our clients serve their needs.
Freshdesk is a great helpdesk platform
What do you like best about the product?
Allows us to see what each other is working on. Let's us help customers by setting priorities and due dates.
What do you dislike about the product?
Sometimes the tickets do not come through from our website to the Freshdesk system and the Freshdesk support team is less than helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk has allowed us to completely customize our user experience by creating quick canned responses and automated responses. They allow us to quicky respond to customers - and see who has not been responded to - quickly.
Simple and easy!
What do you like best about the product?
I like how I can search through tickets using emails / name (requester) / Ticket number. It helps me comb through the tickets easily if I need to make certain tickets a higher priority. I also like the bulk action button which assists with multiple tickets that are redundant.
What do you dislike about the product?
I wish there would be more than 3 searches at a time for requesters so I can search all of them at once.
What problems is the product solving and how is that benefiting you?
I send in any requests for updates that are needed to be done for a location. I send out these request for our fulfillment team and make sure that I also let the client know that the task has been completed.
Looking for a multi-channel system to support your business ? Do not exitate, look to freshdesk !
What do you like best about the product?
Freshdesk helps you to build a support system quickly, and let yu to custom it in a very simple and intuitive way.
Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
,
Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
,
What do you dislike about the product?
IVR definition should allow to set a tree for non-business ours int the same way available for business ours
Shifts should be managed during business ours
Customization should include some private language dictionary
Shifts should be managed during business ours
Customization should include some private language dictionary
What problems is the product solving and how is that benefiting you?
Multi-product multi-channel support
Great helpdesk software enabling increased productivity for company
What do you like best about the product?
Ability to help staff efficiently manage inbox and statistics to continuously improve customer service. Ease of use for administrators to manage account.
What do you dislike about the product?
Limited features for lower tier plans, especially for Reporting. If we want to see more statistics, we would have to upgrade to an advanced plan.
What problems is the product solving and how is that benefiting you?
Business problems we are trying to solve is enhanced customer service and increased staff productivity. We have seen more efficiency in their daily work life and more transparency for managers to see how long it takes to reply to customers. We are able to better allocate the workload to all our agents after seeing how the tickets are distributed.
Recommendations to others considering the product:
Great value for helpdesk software. Amazing attentive support team. Highly recommended for SMEs.
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