Provides Efficient Solutions and Services to Customer’s Queries.
What do you like best about the product?
It helps in providing customer support services and provides better solutions to queries of businesses. Many organizations worldwide prefer freshdesk for managing and increasing customer engagement. It has the support of multiple automated channels for better productivity and efficiency. It builds up pro efficient collaboration between teams by streamlining contacts and conversation between customers. You can set notifications for reminding you about your important tasks or meeting so that you can easily meet up your deadlines.
What do you dislike about the product?
Portal themes need to be updated as it needs more customization functions. Image uploading may be difficult sometimes. It must be integrated with social networking platforms for making communication better. Tools that are provided for making customers list should be more intuitive. It must support various languages as translating these languages wastes a lot of time.
What problems is the product solving and how is that benefiting you?
It manages and track incoming tickets from customers and provides solutions to help them. You can set certain deadlines and set priorities to give the response of customer’s tickets based on their businesses hours and categories of their businesses. Automated replies are embedded in it to give an immediate response to customers when tickets received. You can share or discuss them with your other team members to get more ideas for providing solutions. It also allows you to communicate through whatsapp for immediate responses.
Ticketing tool
What do you like best about the product?
DIY Integration so we can use the tool without any help
What do you dislike about the product?
Support system requires great attention.
What problems is the product solving and how is that benefiting you?
User queries & feedback
FreshDesk
What do you like best about the product?
We got our daily assignments and is very well organized to send emails and/or create tickets
What do you dislike about the product?
Nothing I think it is great and do not have anything I dislike
What problems is the product solving and how is that benefiting you?
complaints and we get to do our daily assignments and is very well organized
Freshdesk review
What do you like best about the product?
It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.
What do you dislike about the product?
Contact management and search is awful. It is really difficult to avoid creating duplicated clients with slightly different name
What problems is the product solving and how is that benefiting you?
It is a good tool for tracking and organizing emails and support issues with a simple user interface and tools to automate many support tasks.
Easy to use and handle tickets
The ticketing software for SME's
What do you like best about the product?
Bifurcation of issues and analytics that help on agent level resolution
What do you dislike about the product?
Responses to multiple comments on a single ticket.
What problems is the product solving and how is that benefiting you?
Day to day complaint managment
A very helpful tool for generating reports and managing customer inquiries
What is our primary use case?
I used it within my team because the team came from different locations. So we used FreshStack as part of our CRM. When it came to our clients, we used it for anything customer-related. If there was any increase for the client, we used it.
We used Freshdesk as a customer service platform. We used it to deal with client inquiries, log issues, and requests. We used it to answer any questions that the customers might have about the LMS platform that we built because the platform was integrated with Freshdesk. If they had any inquiries, they would log into our platform, and we received them through Freshdesk.
We had about ten Freshdesk users in our company, and anywhere between a hundred and a thousand customers using it.
What is most valuable?
What I found the most valuable about Freshdesk is that it generated reports for us, which helped us identify the status of requests and the aging of requests. There are certain levels to a ticket depending on the category. Whenever we downloaded the report, we were able to see the aging of the tickets, ensuring that we were 100% with the SMAs that we've committed to your client.
What needs improvement?
I would say that Freshdesk is a little blunt. I would like to see a little bit more color in the solution. Other than that, I had no other issues with it. Our company didn't need anything highly technical, and Freshdesk was a helpful tool that did whatever we needed at the time. Even though we are located in the Philippines, we were able to assist our clients in Singapore and Indonesia through Freshdesk.
For how long have I used the solution?
I've used Freshdesk for about three years.
What do I think about the stability of the solution?
Since it was cloud-based, we didn't have any issues with the stability of the solution at the time. It was a really good tool for us.
What do I think about the scalability of the solution?
We did not have any issues with the scalability of Freshdesk. We had anywhere from a hundred to a thousand users but never had any problems with the solution.
Which solution did I use previously and why did I switch?
Before switching to Freshdesk, I had used Zendesk. I used Freshdesk for about three years and then started using Mojo Helpdesk.
How was the initial setup?
Freshdesk was set up by our tech team. We needed the tech team to integrate it with our platform since we could not do it ourselves, but I would say that the setup was user-friendly and that the solution does not require much maintenance.
What's my experience with pricing, setup cost, and licensing?
I don't know much about Freshdesk's pricing since my managing director was the one who purchased the solution.
Which other solutions did I evaluate?
If I were to choose from Freshdesk, Zendesk, and Mojo Helpdesk, I would opt for Freshdesk just because I was using it more extensively than other solutions. Zendesk was also good but I only used it for a year. When it comes to Mojo Helpdesk, the onboarding was not very extensive, and there were questions I had that were not answered. That was not directly the fault of Mojo Helpdesk, but the people who made us use it. Additionally, some of the functions ended up not working properly.
What other advice do I have?
I think good onboarding and good training are key to ensuring that the person using the solution will be able to understand all of its features and maximize its use. In addition, a good onboarding program for the client and for the user is crucial in order to optimize the platform.
Overall, I would rate it a nine out of ten.
Very User Friendly Product
What do you like best about the product?
Its use full in all the aspects, Could not find a better product than this ever.
What do you dislike about the product?
API Integrations are much more needed for any of the software products.
What problems is the product solving and how is that benefiting you?
making process very simple to communicate with the client.
Great tool for ticket management and asset management
What do you like best about the product?
It's an easy to use ticketing tool with many features and different categories and easily integratable
What do you dislike about the product?
It can progress in the field of project management process
What problems is the product solving and how is that benefiting you?
It helps to provide good customer support to serves best to provide the relavant solution to solve customer's problems
The worst customer experience one would never hope for
What do you like best about the product?
Freshdesk comes with plenty of features, options and marketplace apps to customize your company's service desk. Alltogether is a very verstalie solution and probably capable of handle most of your company's needs.
What do you dislike about the product?
We wanted to move from an omni plan to stand-alone plan as we were not really using Freshcaller and Freshchat. The entire process took several months and included several people from Freshworks. We had to explain over and over again any of our business-critial requirements. In the end we had to cancel the process because of the delay. We did not have the impression that those responsible at Freshworks had coordinated sufficiently.
What problems is the product solving and how is that benefiting you?
Generel service desk tasks / service ticketing.
My Freshdesk Review
What do you like best about the product?
Freshdesk offers a unique experience in customer support. While being a user-friendly product, the simplicity and elegance of the screens make you feel excellent while working.
What do you dislike about the product?
Freshdesk is free from complex structures but offers a long way in terms of customization. Those with some knowledge of such products can do everything, but for beginners, there is a path, albeit a short one.
What problems is the product solving and how is that benefiting you?
It helps us a lot in solving our customers' problems. Both our customers share their requests with us very comfortably, and we feel at ease understanding customer requests.
