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A very efficient way to manage service tickets
What do you like best about the product?
The functions about assigning tickets to other team members or other teams within the organization, and the user friendly way of tracking previous service tickets.
What do you dislike about the product?
I cannot think of any downside. I would only add one filter for my completed tickets.
What problems is the product solving and how is that benefiting you?
It provides a platform to locate and resolve issues that users experience. It offers a versatile communication route to update users about the resolution of their problem.
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Excellent features at a competitive price.
What do you like best about the product?
We're a busy digital agency, and FreshDesk allows us to manage all our client support questions and issues in a single place. We can discuss internally and track tickets to ensure we're providing timely, accurate support for our clients.
What do you dislike about the product?
I've been using FreshDesk for 5+ years and have no complaints or issues at all.
What problems is the product solving and how is that benefiting you?
We used to answer all client questions via our regular email inboxes. This was obviously not scalable, and also not trackable in terms of response times, status, etc.
FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.
FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.
A Lifesaver
What do you like best about the product?
Hands down, Freshdesk has been one of the best things we have instituted at our company. The ability to successfully track short and long-term issues has resulted in a more stable network environment and improved user trust in our IT department. We also love that we can tailor the ticket fields to track the trends of issues our users are having. This feature lets us see the bigger picture and work towards finding and fixing root problems.
What do you dislike about the product?
Our biggest hurdle has been training staff to start using and depending on a new ticketing system, which we have not used before. There is also some confusion about setting up the customized email address for our account. The default Freshdesk emails always go to the junk box, so users are unaware the ticket has been received, is being worked on, or has been resolved until IT can fix that hurdle.
What problems is the product solving and how is that benefiting you?
It helps us see what user error is versus actual software and hardware issues in our business. Now we know what training deficiencies we may have, and apply other fixes more quickly to prevent work-flow disruption.
Ease of Use
What do you like best about the product?
A very simple and easy-to-use Ticketing Tool. Being an administrator and an agent the tool is very simple to understand and configure, especially the automation of tickets.
What do you dislike about the product?
The software doesn't have any negative points except that the Knowledge-Based Section can be improved and if there would have been a option to customize the dashboard as the agent requirement.
What problems is the product solving and how is that benefiting you?
The Freshdesk portal is used by the Developers. They raise tickets based on their requirements and needs. They raise it even when they are blocked or having issues on performing their daily activities. As the Freshdesk is used by the IT Department, the developers are restricted to few use.
FreshDesk is easy to use and very helpful to manage support tickets
What do you like best about the product?
The ticket system is very user-friendly. The merge function is very useful to group related tickets.
What do you dislike about the product?
There are too many scroll buttons sometimes, depending on how many windows are open.
What problems is the product solving and how is that benefiting you?
makes it easy to keep track of tickets and communicate status of these tickets, keeps communication all in one place
Review Freshdesk
What do you like best about the product?
its a tool, that let us to combine the Level 1 team with other teams like N2 and specialist, and attend for multiples inputs
What do you dislike about the product?
I cant assing to multiple teams to tickets
What problems is the product solving and how is that benefiting you?
I one only app to attend all tickets by varios means
Great Ticketing System for Small Businesses
What do you like best about the product?
I have been using Freshdesk as a ticketing system for IT support as a freelance consultant for several years now. It was easy to set up, I find it quick and easy to manage tickets, I can easily track time on each job, it's pretty easy to create help pages either for self-service by clients or (more commonly, since they rarely bother to look themselves!) to provide as links to answers when clients have a question or problem. I find it mostly intuitive to use. I love the fact it automatically saves draft replies as you type. Unlike some other reviewers, I find pages always load quickly. Of course there are a few things I would like it to do differently, but that's true of every system. Overall I remain a very happy customer, particularly as the annual cost is very competitive.
What do you dislike about the product?
I'd like to be able to open a larger reply window - it's fine for short replies but sometimes you need to say more and the fixed size pane feels cramped. And it's really annoying that they delete draft replies after a couple of days (especially over a weekend).
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
I'm on a legacy plan. As other reviewers have said, it's very hard to see how my plan compares in terms of features with current plans and whether it would be worthwhile to upgrade.
However my gripes are pretty minor. The main thing it lacks for my use case is the ability to turn monthly reports of time spent for each client into invoices.
What problems is the product solving and how is that benefiting you?
It acts as my ticketing system for all IT support, projects, sales activities, etc. So it helps me to track and prioritise work, and communicate with my clients.
FreshDesk great potential
What do you like best about the product?
I love the omni channels and how you can take care of a client through the multi-facets, such as ticketing, chatting and calling. In addition to Freddy, IA assists you to make your job easier (little things like suggestions of what type of ticket or helping formulate an email are amazing)
What do you dislike about the product?
I would prefer if the FreshDesk side housed a client profile where all of the ticketings would be directly housed and managed within the profile instead of our agents needing to change the contact's email to apply the tickets to the merchant. IE A third party emails our company about a mutual client, but it is not tied to the contact yet because it's the third-party email, not the contacts email, and we have continued to reply to the third party, so the ticket stays in limbo
What problems is the product solving and how is that benefiting you?
Ticketing and tracking progression of clients complaints to ultimate solutions to their complaints
Freshdesk makes my small business seem much larger
What do you like best about the product?
Made us highly productive very quickly. Very easy to set up and even easier to create time-saving standard responses and workflows. We provide complex procurement tools and services, and Freshdesk made supporting clients and vendors fast and easy - for them and us.
What do you dislike about the product?
When I have to reauthenticate, I don't particularly appreciate going through two logins to access the platform. Make it more straightforward, like Monday.com.
What problems is the product solving and how is that benefiting you?
Supporting major procurement projects demands timeliness, precision, and uniformity of support. To fail in any of those aspects can be disastrous. Freshdesk facilitates a clear line of communication with vendors and customers who need help and a way to do so with quality, consistency, and speed. As a result, we are able to maintain our excellent reputation and are more profitable.
It is a great platform to use for working purposes.
What do you like best about the product?
Using Freshdesk allows your team members to be in constant communication in between coworkers and most importantly in between customer. You can learn all about a client without having to ask any one, just simply go through their emails.
What do you dislike about the product?
If you sent an automated email from outside, you cannot find it unless the person replies back on that email.
What problems is the product solving and how is that benefiting you?
I´m not that involved with the platform.
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