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The Easy way of working on mails
What do you like best about the product?
First of all, the feature of Freshdesk of viewing the data in card or details form is extremely helpful when you have loads of work mail to tackle. In addition, the filters are very customizable as per your requirements. In conclusion, I would like to say that Freshdesk has definitely made customer support easier.
What do you dislike about the product?
I wanted to highlight that the shortcut (/c) used to copy the email clippings to the new email becomes difficult if in case there are 2 or more clippings with similar subject lines - It would be better if we have a popup at the right side to explore the clippings before using them.
What problems is the product solving and how is that benefiting you?
Freshdesk sorts the emails in numbers which makes it easier to analyze the amount of work pending.
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Simple and UI friendly
What do you like best about the product?
Freshdesk simplifies my work tasks and definitely is user friendly and easy to use. More companies should implement this product for optimal customer service
What do you dislike about the product?
Sometimes the program will lag when it comes to sending emails
What problems is the product solving and how is that benefiting you?
The fact that we can save canned responses for each customer scenario is amazing which helps with finishing tasks quickly
Easy to use and navigate
What do you like best about the product?
It is so easy to use and navigate. They have thought of everything, and continue to do so! It is easily customized and is by far the best system I have used in the last 10 years.
What do you dislike about the product?
I really dont have any issues. It is always improving in ways we didn't k ow we needed :)
What problems is the product solving and how is that benefiting you?
It allows us all an easy way to be able to reply to the customers, loop in different departments, set up, responses to frequently asked questions for the customers, history of all customer tickets
Wonderful
What do you like best about the product?
It is so easy to use and it helps agents answer more tickets.
The platform is user-friendly.
Adding canned responses just makes the agent's job way easier.
You can track the performance.
The chat function is also great for customer service.
The platform is user-friendly.
Adding canned responses just makes the agent's job way easier.
You can track the performance.
The chat function is also great for customer service.
What do you dislike about the product?
Sometimes I'm not able to add notes and the "new ticket" message doesn't appear.
What problems is the product solving and how is that benefiting you?
Easier communication with customers and partners.
Options are unlimited!!!
What do you like best about the product?
Amazing tracker, I am to track any orders or requests from the past in just seconds!
What do you dislike about the product?
Customer and sales reps responding to closed tickets, tickets remain closed and they should re-open when there is a response to any tickets whether they open, pending or closed.
What problems is the product solving and how is that benefiting you?
Looking up order confirmations/contacts, any issues can be resolved very quickly
Improved Internal Communication!
What do you like best about the product?
I like the dashboard and the ability to be able to see all the tickets. Also when we encounter an issue their customer support team is very helpful.
What do you dislike about the product?
I wish there were a few more integration abilities into our currect software.
What problems is the product solving and how is that benefiting you?
Internal communications between our different stores.
Freshdesk is flexible and can be made to work the way you do.
What do you like best about the product?
I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier (help@yourdomain.com).
What do you dislike about the product?
The help and documentation system is not laid out well and often i have to ask support how to do things.
What problems is the product solving and how is that benefiting you?
We have an excellent, searchable history with all of our clients, reports to show our metrics and automations to make life work faster.
Freshdesk making PreSales simpler
What do you like best about the product?
Ability to have multiple fields so I can log activities by multiple criteria including country, partner, employee, subject and more
What do you dislike about the product?
Different users in different "Groups" assigning to other email groups means that sometimes the tickets don't get to the right people as they always stay with the same group if they're using Freshdesk with that email address but the user doesn't know this.
What problems is the product solving and how is that benefiting you?
Stops multiple people looking at the same issues
Freshdesk is the best
What do you like best about the product?
Easy to setup to setup.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
What do you dislike about the product?
Ability to freely wire it to Azure Dev Ops.
What problems is the product solving and how is that benefiting you?
Creates a central spot for the support staff to gather requests and issues. Keeps an easy to view list with days overdue etc.
Easy support tracking and documentation repository
What do you like best about the product?
Freshdesk is very intuitive. Management of features is extensive and flexible. Ticket tracking has unlimited labels and tags and the automation based on subjects makes for quick routing to the correct agent. Auto responses can be used to inform your clients of the timetable of answers and what to do if an emergency situation needs immediate attention. Finding help articles is easy because of the multiple ways to tag articles. Embedded links in the articles make for a robust system of documentation for any use cases that are relevant to your audience.
What do you dislike about the product?
It is easy to bury yourself in emails. Understanding how and when agents are notified takes time to adjust and optimize communication rather than flooding inboxes with unnecessary notifications.
What problems is the product solving and how is that benefiting you?
Documentation of our software and how-to steps for all our users is a huge undertaking and Freshdesk is working well for this purpose. Quick response time to client needs is possible because if the extensive features of FD.
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