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It was great ride for a year
What do you like best about the product?
Freshdesk was easy to setup and had enough features to get us running within 24 hours. Application sees constant improvements and new features are being added on monthly basis which is something rare. Price tag for this support desk is extremely appearing at to my knowledge offers best price to features ratio. Support desk is always enthusiastic and ready to help which is good thing. Another thing which is worth mentioning is that they seems to be focused on getting feedback from customers to get application up and running.
What do you dislike about the product?
We been super happy for a year using Freshdesk afterwords everything went south. We started experienced performance issues and stability problems both on Freshphone system and support desk end. Problem was visible regardless of work environment, network or machine. We reached point where we had issues on weekly basis and some of those problems been core reason why we are looking into switching to different solution. Price tag on phone system is insane, after switching to 3CX our bills for calls went down about 75%. Few years back this was great tool for great price, now based on issues we had and current prices of different solutions there are better tools.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed us to scale up and almost triple volume of submitted tickets and double client base. It's right tool for small businesses for a descent price. Thanks to this tool we been able to work more efficient than going through outdated support system/email.
Recommendations to others considering the product:
If you are looking for something for tech startup or small team this is it. Basic functionality should be something to help you out on daily basis. Problem starts when you are trying to utilize API or 3rd party apps. Usually integration is just one way meaning only one node is getting updates while second is in the dark. There is still limited amount of integrations making hard to get whole company on the same page. If you want to run this product during trial connect EVERYTHING you need to verify stability of system and usability of such solution.
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Better customer experience
What do you like best about the product?
The best thing about Freshdesk is the customer friendly layout. It is modern, yet not too fancy (using the standard layout) Out customers find this new system way easier than our old ticket system. It was well received when we introduced this new addition to our customers. Our support team now has a better overview of incoming tickets, and they like the fact that they can use each others solutions as answers for a quicker/better support experience. For our part, it takes some getting used to, but it is the customers experience that is most important for us.
Very friendly support from both Sooraj and Prashanthi from Freshdesk
Very friendly support from both Sooraj and Prashanthi from Freshdesk
What do you dislike about the product?
Freshdesk was a big step forward. No doubt, but! I had hoped that we could use the system in both our support team AND in our developer team. But the Developer manager finds Freshdesk lack a basic feature. The ability to arrange/order tickets per agent. Our old system had this feature through customisation
What problems is the product solving and how is that benefiting you?
Customizing the system is a lot easier in Freshdesk.
Freshdesk is great!
What do you like best about the product?
Freshesk is very easy to setup and customize for both a novice or a tech savant.
What do you dislike about the product?
I did not like how it didn't integrate into our Project Management Software (www.teamwork.com) and that was our only reason for leaving.
What problems is the product solving and how is that benefiting you?
Management hundreds of support tickets.
Recommendations to others considering the product:
make sure it integrates with your CRM / Project Management Software.
Great product, amazing support
What do you like best about the product?
There are lots of pieces to a company's support process. Freshdesk was probably the one product in the market which allowed us to meet our specific workflow, and at reasonable prices.
Importantly, I continue to be impressed and amazed by their promptness and quality of service whenever we need their help with a customization or guidance.
Importantly, I continue to be impressed and amazed by their promptness and quality of service whenever we need their help with a customization or guidance.
What do you dislike about the product?
I can't think of anything to add here. Maybe their logo could do with brushing up!
What problems is the product solving and how is that benefiting you?
We basically have different segments of customers, each with specific needs, each with specific support requirements. Freshdesk is amazing for its ability to manage these different "support channels" through the same support hub.
Best tool for customers and agents
What do you like best about the product?
First advantage of Freshdesk is simplicity use solution for both - customers and agents. What makes it a serious business tool? It can grow as your company grows. It can also automate and track necessary work flows in IT. In addition, I used to test Freshdesk support and I was pretty satisfied.
What do you dislike about the product?
At this point of view there is a little I dislike. Nothing is perfect but as a typical customer, there are always areas that I would like to be improved. I noticed inability to handle proactive support by posting messages to customers. Even so, if I’m well informed, it’s in progress so I hope it will be solved soon.
What problems is the product solving and how is that benefiting you?
There are a lot of issues I worked out. At first, Freshdesk helps in fulfilling my business needs to quickly respond to customer reported issues. Accordingly, I am now closer to my customers and can keep track of issues, offer a personalized or self-serve support. Problems can now easily be escalated, solutions can be created from the tickets data and I can generate reports that give me a clear view of how well I serve to my customers. I have to make a reference to mobile application and reporting on inquiries, too.
Recommendations to others considering the product:
Before you make any decision trial version for 30 days is the first step. Taking tours with other solutions was wasting time. FreshDesk is the right thing for my requirements. One of the reason is that the support for custom fields and API integration at the low-end plans. From my experience this is one of the best CRM tools (cloud based) that I have come across and is available at cost effective rates to help address to business needs to support your customers. I ensure my customers satisfied which is my priority.
Perfect Customer Service solution
What do you like best about the product?
ichhelfe.jetzt has been using Feshdesk for the past 6 months and we're extremely happy with the features provided. Freshdesk allows us to run our customer service smoothly, while maintaining a tight turn-around-time.
We especially like the ease of customization, the ability to leave notes for another admin/rep and work collaboratively on an issue, and the functionality to get notified about changes on a ticket. The later especially helps us to respond to our customer inquiries very quickly and stay on top of it even if a rep is absent for a period of time.
Another useful tool is the ability to create new Emails via the system and send it from different email addresses. This allows us to use Freshdesk not only for incoming inquiries but also for outreach initiatives.
Our latest discovery was Freshdesk's integration with Github. This has proven to be really handy for us since we now can connect a ticket with an potential action item, further helping us with organization and productivity.
Lastly, Freshdesk's customer service is outstanding themselves. Their amazing support has helped us to adapt to the service quickly and provide great service to all ichhelfe.jetzt customers. Thank you Freshdesk team for all your help!
We especially like the ease of customization, the ability to leave notes for another admin/rep and work collaboratively on an issue, and the functionality to get notified about changes on a ticket. The later especially helps us to respond to our customer inquiries very quickly and stay on top of it even if a rep is absent for a period of time.
Another useful tool is the ability to create new Emails via the system and send it from different email addresses. This allows us to use Freshdesk not only for incoming inquiries but also for outreach initiatives.
Our latest discovery was Freshdesk's integration with Github. This has proven to be really handy for us since we now can connect a ticket with an potential action item, further helping us with organization and productivity.
Lastly, Freshdesk's customer service is outstanding themselves. Their amazing support has helped us to adapt to the service quickly and provide great service to all ichhelfe.jetzt customers. Thank you Freshdesk team for all your help!
What do you dislike about the product?
The only recommendation we'd have is an improvement to the ease of set up and use of custom responses (CRs). Maybe we still haven't found the correct way. :) It would be awesome to have a search field to search for a CR and perhaps even search for abbreviations. This could improve our efficiency even more.
What problems is the product solving and how is that benefiting you?
- Centralized communication with our customers and partners
- High customer satisfaction and quick TATs
- Team collaboration on issues
- Professional, long-term customer service set up
- High customer satisfaction and quick TATs
- Team collaboration on issues
- Professional, long-term customer service set up
Recommendations to others considering the product:
We can highly recommend Freshdesk!
The best support ticket system I came across
What do you like best about the product?
Freshdesk has all the features I needed: Time base ticketing management, ruls, Public web base ticket system, very easy interface and great support team!
What do you dislike about the product?
As for now nothing! We are very happy from it I hope I will keep on making us happy!
What problems is the product solving and how is that benefiting you?
We have a utility tool for gamer, so we support our tool via the Freshdesk help desk
Easy to use and excellent customer service
What do you like best about the product?
Its very easy to use and set up. The support staff are accessible for questions and or demos. They provide guidance fairly quickly.
What do you dislike about the product?
Nothing so far. Still in trial. Many features to still discover but I suppose I will do that with time.
What problems is the product solving and how is that benefiting you?
Ensuring a customer touch is not missed.
forgood's experience with Freshdesk
What do you like best about the product?
The Helpdesk Agents are always so quick to assist. They are professional and friendly, and never fail to answer my questions. They are very knowledgable and eager to help.
What do you dislike about the product?
I wish we could merge 2 separate Freshdesk accounts, that's my only problem at the moment
What problems is the product solving and how is that benefiting you?
Keeping track of queries from our users
Recommendations to others considering the product:
Great to gather all our queries into one place.
Very pleased so far.
What do you like best about the product?
Very reliable. Decent feature set for a reasonable price. You can customize responses to help tickets, setup you own subdomain for your helpdesk, the knowledge base looks and operates per industry standards and you can filter certain users to particular kb articles based on their login. This is great for us because, being a school, we like to filter kb articles between faculty and staff and agents. The setup was friendly and knowledgable, especially with getting our SSL certificate setup.
The iOS app is very handy and works well.
The iOS app is very handy and works well.
What do you dislike about the product?
I would like a more compact ticket interface. That's the one feature I miss from Spiceworks.
What problems is the product solving and how is that benefiting you?
See above. We had been using the free Spiceworks help desk but were having reliability problems with the VM we were hosting it on. We needed a cloud-based solution that we could access from anywhere with a knowledge base that we could use for different constituencies.
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