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Convenient
What do you like best about the product?
Knowledge Base is the most helpful as a source of information
What do you dislike about the product?
SMS Feature is a good feature but it needs premium?
What problems is the product solving and how is that benefiting you?
Source of Reference Materials
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Freshdesk is a convenient system for all users. Furthermore, very friendly system as well.
What do you like best about the product?
You can see the information of customers for reference of the user/Agents. Also, easy to find old transactions once you search the name of customers or Ticket number.
What do you dislike about the product?
For me, I dont have any bad comments about freshdesk. It's perfect to use it for all users.
What problems is the product solving and how is that benefiting you?
All complaints of customer you can see the narrations for all agents for reference of everyone. Furthermore, even you close the ticket once the customer have response the ticket will open again.
A great alternative to other ticket systems
What do you like best about the product?
Freshdesk is one the quickest ticket systems to set up I have ever worked with. We are still on the Garden plan, which is old and still supported. Freshdesk is always there to help us if we run into an issue.
What do you dislike about the product?
Since we are on the old plan, they build new features for other projects and do not include them in the Garden plan. Some of the requests we had were very basic. It feels like they are forcing us to move to the next plan to increase a simple request.
What problems is the product solving and how is that benefiting you?
We have one place to look for all requests coming from customers. We use to use email for support, but at times, emails got lost or files away in the wrong place. If I need to find a ticket of one customer, all I have to do is enter the email address, and I will see all tickets related to FreshDesk.
Customer service management made easy
What do you like best about the product?
Here at Freshdesk, it becomes easy for us to manage the tickets and work on them accordingly. It helps us automate many tasks which makes work more efficient and easier.
What do you dislike about the product?
There is some automation that is not possible. In some instances, I have seen a perceived delay in response times and issue resolution from the Freshdesk support team.
What problems is the product solving and how is that benefiting you?
At Freshdesk, managing tickets and efficiently addressing them is made simple. The automation features provided by Freshdesk enhance work efficiency and streamline processes, making our tasks easier to handle.
Easy to use CRM
What do you like best about the product?
Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment
What do you dislike about the product?
Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email.
What problems is the product solving and how is that benefiting you?
As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended
Convenient and Easy to use system
What do you like best about the product?
How user-friendly is the system, and easy to understand how the system works. I usually use the Freshdesk when we need to set up something or look for better ways to make the process easy, and it was never hard for me to use it. Also, with fast customer service resolution, every time I ask or raise inquiries, they can help and assist promptly.
What do you dislike about the product?
Sometimes we encounter tickets not being integrated at Freshdesk in minimal instances. It was also much better if Instagram and Viber access can be integrated into Freshdesk for free, like Facebook and email.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us in getting all the brands and channels we have into one platform, it categorises everything for easy access and delegation of work to different groups and individual.
Integrated platform with a lot of potential
What do you like best about the product?
Integrated Channels
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
Great account management
Lots of plugins
One integrated platform for CRM/Tickets/Calls/Chats
What do you dislike about the product?
Lack of automation between modules
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
The reporting function is left wanting
Some data discrepancies
Some core functions limit desired outcome
What problems is the product solving and how is that benefiting you?
It is helpful to have one platform for all communications. My team doesn't need to switch between a phone system, a chat system and an email ticketing system. It's all in one, which helps lower the context-switching my agent goes through. This also consolidates the reporting so you can see every call, email chain and chat with one contact within the system.
Very efficient tool, I would recommend
What do you like best about the product?
Freshdesk makes it easy to organise tickets into categories, triage, assign agents and resolve quickly.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
The automations are particularly useful. Tickets are automatically triaged to the right people. Rules can be set up on numerous things meaning not many tickets have to be manually triaged.
What do you dislike about the product?
Using APIs on automations can be tricky. There can be room for automations to fail, resulting in lots of failure notifications. For example, automatically adding tags.
What problems is the product solving and how is that benefiting you?
It makes cross functional working easier. Freshdesk agents sit in multiple teams across the business who don't otherwise work with one another. Automatic assignment and quick re assignment and internal notes makes this cross functional operation easier.
Easy and effective helpdesk system
What do you like best about the product?
- Ability to use several channels
- Easy to configure
- Efficient tools for agents
- Friendly UI
- High customization options
- Cost-effective solution
- Mpdern technologies
- Easy to configure
- Efficient tools for agents
- Friendly UI
- High customization options
- Cost-effective solution
- Mpdern technologies
What do you dislike about the product?
Some times one can experience time lag, still the Freshworks team address issues as soon as possible
What problems is the product solving and how is that benefiting you?
- We use it as our internal helpdesk system
- With advanced agent performance tool we reduced time to reply
- One can easily create dashboard and reports - great analytics options
- With advanced agent performance tool we reduced time to reply
- One can easily create dashboard and reports - great analytics options
Best Support Desk for SMB
What do you like best about the product?
Freshdesk is an excellent platform for support ticket management. It is relatively easy to use and robust in its overall feature offerings. It allows for customization of your specific forms and will enable you to tailor the design to your specific product.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
There are many integrations and apps that can be used to integrate with your current systems and ability to customize your own widgets for your companies specific needs.
What do you dislike about the product?
We have been with Freshdesk almost since their beginning years and as my company has grown, we have had more need for advanced features that require upgrading my subscription plan. We sit in some Classic plan that doesn't align with the current day plans and it is tough to see what features we have access to and which ones we do not have available to us.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
It is almost impossible to change our Forms to fit our needs not without losing all of our past service history and starting over. If we modify one field the wrong way it will wipe out the history for that field.
Support is 100% overseas and connectivity issues, and language barrier can be problematic if you need live support. Stick to a chat window if possible.
What problems is the product solving and how is that benefiting you?
Being able to direct all of our customer questions and repair needs to one central system is critical to effectively managing our help desk operations. We will look to further integrate freshdesk with our systems or adopt other Freshservice products.
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