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Freshdesk help scale our SMB without costing us a fortune
What do you like best about the product?
Freshdesk has a ton of upside for small to medium-sized businesses. Their support staff is amazing anytime you need their assistance. In our years of using Freshdesk we were overall happy with their services and product.
The ticket system for support was our primary reason for use.
The ticket system for support was our primary reason for use.
What do you dislike about the product?
No complaints, our company would have continued using Freshdesk, however, we were switched over to a new solution upon a merger.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps the CRM industry affordable because they offer their platform for almost a fraction of the price and the software itself is worth every penny if you need to start building out a remote support team.
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Good, but problematic issues are not solved.
What do you like best about the product?
It's mostly a good product that we're happy about. It's orderly and the amount of customization that's possible is very much to our satisfaction. While it isn't perfect and we need to use a whole separate Freshworks program for live chat, we are overall happy with the functionality.
What do you dislike about the product?
The things we are not happy about are problematic and take ages to solve (if they ever are). They are so problematic we seriously consider switching.
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
What problems is the product solving and how is that benefiting you?
Freshdesk lets us have shared ownership of multiple mailboxes and gives us the tools to meet our SLA. We use a few integrations for booking time on a ticket, and for linking with JIRA.
Best CRM tool user friendly
What do you like best about the product?
1. It is very user friendly
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
What do you dislike about the product?
Need little work on reminders if the ticket is not closed as per the TAT.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the sorting of email flow distribution.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Freshdesk was a good customizable system.
What do you like best about the product?
What we like most about Freshdesk was the ability have many customizable fields and the ticketing itself was very professional looking. It had decent integrations as well.
What do you dislike about the product?
I think if I had to pick the one thing I disliked about Freshdesk the most would be the price. With having to pay per agent, it got expensive for the features we needed, so we could not justify purchasing it anymore as a public school. We should have went with Fresh Service over this instead since that is more aimed at internal helpdesk than Freshdesk was.
What problems is the product solving and how is that benefiting you?
Freshdesk was solving the one thing we needed most in IT, a centralized repository of help tickets so that we could quickly work on them and assign them to agents that could help out the best.
Freshdesk experience
What do you like best about the product?
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
What do you dislike about the product?
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
What problems is the product solving and how is that benefiting you?
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
Excellent experience with Freshdesk
What do you like best about the product?
Very easy to use user interface and gives great ability to help business to improve out customer service. It allows multifarious features like ticket management, sales pipeline management, task management, service history etc. It's easy to track tickets & engage with them at the same time. Furthermore, it also offers a range of reporting and analytic features.
What do you dislike about the product?
Integration with the existing process is quite a tedious process sometimes and some of the features are comparatively less customizable like ticket forms. Reporting options available are limited too.
What problems is the product solving and how is that benefiting you?
It is a great customer service platform that helps us sort out customer queries and resolving issues. Overall, our experience has been positive. It helps us in timely management of complaints and in project management. It is a valuable asset.
Great product and good customer service.
What do you like best about the product?
There are always people to address your needs. They constantly check on you, and each customer has a dedicated POC. I like their customer service. I'd recommend this product.
What do you dislike about the product?
I'm trying to build a system here for our future business needs. All my queries are still running through emails. I use this for solutions and I do not have a point until now for negative feedback.
What problems is the product solving and how is that benefiting you?
I use this product mainly for writing user guides, and the tools to write this is a free tool. It is easy to use and easy to navigate, launch, and edit. Easy to add screenshots.
The Go-To CRM for Customer Support Teams
What do you like best about the product?
Wide range of customer support features: Freshdesk offers a variety of tools for managing customer interactions, including a ticketing system, self-service customer support portal, and a knowledge base. It also allows businesses to handle multiple channels (e.g., email, phone, chat) from a single dashboard.
What do you dislike about the product?
While Freshdesk does offer some customization options, some users may feel that they are limited compared to other CRM platforms.
What problems is the product solving and how is that benefiting you?
The platform's self-service customer support portal and knowledge base can also help to reduce the workload of customer support teams by providing customers with the information and resources they need to resolve issues on their own.
Provides optimal service to our customers!
What do you like best about the product?
Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites, and SMS messages, ensuring that no request is
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.
What do you dislike about the product?
Reporting - We have to spend time manually hacking other reports because the reporting sometimes lacks certain essential capabilities or output and I believe that more updated video tutorials should be added covering each aspect of Freshdesk.
What problems is the product solving and how is that benefiting you?
FreshDesk provides transparency and strong control possibility for our team leaders. Multiple reporting and export options and features such as “Add yourself as a watcher to a ticket” makes sure that you never miss any important information regarding what is going on in your supporting or project team.
Brilliant solution for ticket management across a global organization
What do you like best about the product?
- Tickets can be assigned/received across the organization but also customized with a workflow to pivot into the correct capabilities and teams
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
- Feedback is well documented on each ticket - it also sends an email as a reference
- Multiple team members can have transparency and visibility into specific tickets
- Easy to use
What do you dislike about the product?
- Reporting can be improved
- Potentially could be costly to smaller organisations
- Potentially could be costly to smaller organisations
What problems is the product solving and how is that benefiting you?
- It solves help desk and ticketing across the organization
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
- Projects and all types of work are well documented across the organization which allows effectiveness and efficiency
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