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One of the easiest and flexible cloud Helpdesk solution
What do you like best about the product?
- Highly flexible - almost everything from the portal design, SLA, support product, etc. can be configured
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
What do you dislike about the product?
- Some functionalities still not available (you can read about them in their support forum)
What problems is the product solving and how is that benefiting you?
We used to have a tough time tracking ticket resolution with SLA and ensuring that we are answering customer's (end user) questions on time and effectively ... now we can!
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Fresh Desk review
What do you like best about the product?
Web base, easy access , trial version of the product
What do you dislike about the product?
report is not that accurate, not user friendly, chat tab are not organized
What problems is the product solving and how is that benefiting you?
Technical issue of home base teachers
I expected more
What do you like best about the product?
I liked the ability for a customer to check their status and communicate with the reps.
What do you dislike about the product?
I was disappointed with the reporting capabilities.
What problems is the product solving and how is that benefiting you?
We were trying to give access to customer support, where they didn't have it before.
Recommendations to others considering the product:
Think about your model and what you are trying to achieve. If this is a first access for a fresh team just starting, this can be a good solution. Consider scaling and long term goals though.
Great for Solopreneur HelpDesk
What do you like best about the product?
I love that FreshDesk gives me the ability to setup automated email responses; as a software developer, I can set up an email that 1) responds to the client in a customer-centric way by identifying their domain; and 2) creates a card in my Trello board with the issue.
What do you dislike about the product?
Nothing really - it's great. Asking too much to have simple CRM to manage potentials? :-)
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to simply manage my client enquiries without pfaffing around looking for the last link I sent out; if they report a bug, it gets emailed into a bug list in Trello; if they need a download link they just include a particular subject and the auto-email sends the link for that organisation. Simple. For any common 'how to' enquiries, I have referrals to the forum for step by step instructions. I look professional, and I look like I have a team. What's not to love?
Recommendations to others considering the product:
Great for software developers needing to manage multiple client deployments.
Freshdesk Rocks!
What do you like best about the product?
Cloud based, has all the basic features you expect from a ticketing system, great support and sensible product management driving enhancements based on customer feedback.
What do you dislike about the product?
Would like more criteria available when searching tickets.
What problems is the product solving and how is that benefiting you?
We needed a scalable ticketing system to grow with our company, that is accessible to our clients and offers a knowledge base as well. The automation features are great, and we just recently enabled calling through Freshdesk as well.
Simple Ticket Management
What do you like best about the product?
Clean integration of external sources. Availability of open API for further analysis
What do you dislike about the product?
can't currently integrate with our internal communication platform of choice.
What problems is the product solving and how is that benefiting you?
A clean easy system for deploying and managing support tickets. Allowed the management of emails to be moved out and cleaned up our support management flow.
Recommendations to others considering the product:
Cloud based solution gives good flexibility in use
Freshdesk Review - IT Level
What do you like best about the product?
Ease of use of the system for both the service provider (Company) and users of the software (Customer) and at a relatively low pricing
What do you dislike about the product?
The lengthy registration process, it is complex as well.
What problems is the product solving and how is that benefiting you?
We were facing complaints related issue with IT department, it was very hard to keep track of the problems reported and the solution proposed. By freshdesk we have sorted that issue and using that we can manage the issues and solutions very easily
Decent, but tried to nickel and dime for anything extra
What do you like best about the product?
The software was easy to configure and simple to use. The reporting was fairly decent and you could easily output into Excel for data manipulation.
What do you dislike about the product?
There were a few scenarios that I felt like we were being nickeled & dimed by FreshDesk. For example, built into their second-tier account layer is built-in functionality that allows a user to send an email from a shared mailbox (support@....com) if the user manually switches the configuration on the individual email. If you want this to be the default, you need to upgrade to the highest tier to gain access to their entire email server suite for approximately 3x the cost.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for tracking interactions with clients. This allowed for an organized way to track the flow of inbound tickets, identify the frequent users, determine the impact of the initiatives, and easily communicate the status of issues.
Recommendations to others considering the product:
Simple solution out of the box with many easy-to-use settings. Unfortunately, you might be surprised to learn what is an add-on.
Excellent support desk for small business
What do you like best about the product?
Great features, really easy to setup, superb support.
What do you dislike about the product?
doesn't integrate with Salesforce without API support
What problems is the product solving and how is that benefiting you?
We were missing tickets, customers weren't getting replies. Helps me monitor support staff and make sure we have high customer satisfaction.
Great app for read respond and manage your tickets anytime.
What do you like best about the product?
It Great app for respond and manage your tickets anytime. Helping us to solve clients issue in point and click, best feature is we can create many knowledge articles for clients so it reduces the client's issues and increases better understanding with the product The agent can also improve their performance and we can monitor the agent's performance, can generate report easily. Great feature keep it up
What do you dislike about the product?
Filter options are limited, notification for the new ticket is also missing
What problems is the product solving and how is that benefiting you?
Clients issue and response management, we can generate the reports and we can monitor the agent's performance.we can also create and manage many knowledge articles for clients and easy to share with them, the client can also give us feedback for our articles on freshdesk.
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