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New department start up - supported by Freshdesk
What do you like best about the product?
Throughout the system selection stage of our Customer Hub start up, Freshdesk kept good contact, were incredibly informative during questioning about the service and what we could get from it and most of all had a can do attitude to supporting the requirements of my business.
What do you dislike about the product?
I am not able to add additional templates that mirror the initial ticket template but are specific to a different business area e.g. drop-down options that relate to tickets of a certain nature. You can only have one ticket creation option.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to centralise our customer support functions and to also increase our ability to support sales and recruitment. Freshdesk has allowed us to create channels to do this and the reporting function is key to us measuring our growth.
Recommendations to others considering the product:
API Development with existing systems is possible but more technical than just developing webhooks or using a bridge system like Zapair.
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It's intuitive, stable, and efficient.
What do you like best about the product?
The overall usage of the ticketing system, and being able to receive tickets via email.
What do you dislike about the product?
The pricing model. If you move up to the next tier, you get charged per Agent per month. Also, the reporting is lacking. I wish there was an easier way for me to report on the tickets
What problems is the product solving and how is that benefiting you?
We're able to provide support to our clients anywhere in the world by using a system that is easily accessible by our clients.
Quick resolution is always appreciated!
What do you like best about the product?
The support team is always courteous and responsive. They seem quick to tackle even the most difficult problems. They are responsive in that they let you know of any progress or delays, so you're not left out in the cold.
What do you dislike about the product?
So far I have not had a bad experience. Nice work guys!
What problems is the product solving and how is that benefiting you?
We provide our customers with prompt support service using a complicated software engineering program. FreshDesk helps us to keep our customers satisfied.
Recommendations to others considering the product:
Ease of use and setup. Certainly worth your effort to evaluate.
Happy Customer
What do you like best about the product?
Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.
What do you dislike about the product?
A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.
What problems is the product solving and how is that benefiting you?
More efficient Helpdesk over our previous system. Very happy.
Great product for all your customer service needs!
What do you like best about the product?
We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.
What do you dislike about the product?
I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.
What problems is the product solving and how is that benefiting you?
We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.
Recommendations to others considering the product:
Make sure you have a designated person or team able to help with implementing all aspects of the software
Help for locating missing incoming phone calls to freshdesk
What do you like best about the product?
The thorough help and assistance for solving my issue
What do you dislike about the product?
The time and tedious process to reach the final step where I got to explain my problem to the customer service in person.
What problems is the product solving and how is that benefiting you?
CRM tool for the company in a efficient package
A real asset to customer service!
What do you like best about the product?
The clarity in the admin menu. The decor is really easy and easily implemented without prior technical knowledge.
What do you dislike about the product?
The integration of own telephone systems is not possible via external connections. For this, the own supplier of Freshdesk must be used at the moment.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for customer service inquiries and internal support.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Recommendations to others considering the product:
Especially for the foundation of a new company or brand I can highly recommend FreshDesk. Even if you do not have any previous technical knowledge, the setup is simple and yet includes a wide range of settings options.
Paid support helpdesk system
What do you like best about the product?
User interface is simple and understandable for first time user also.
Everything is online (web-based) so its easy to access anytime anywhere.
Can be integrated with social media also like FB and twitter.
It gives customization capabilities as per requirement.
Everything is online (web-based) so its easy to access anytime anywhere.
Can be integrated with social media also like FB and twitter.
It gives customization capabilities as per requirement.
What do you dislike about the product?
Price(cost) is not suitable for small businesses.
Customer support of freshdesk is not good.
Lots of configuration for custom site.
Customer support of freshdesk is not good.
Lots of configuration for custom site.
What problems is the product solving and how is that benefiting you?
It create ticketing for each query/complaint from customers. Also customers can read FAQ's about service. Agents (employees) can respond to tickets created by customer and take actions accordingly.
Recommendations to others considering the product:
You can use it as ticketing tool for customer support. Price for small businesses is not friendly.
Working with Freshdesk and Freshworks for a while
What do you like best about the product?
Freshdesk implement their systems remotely, and can assist remotely with every question and need. They are available to assist almost always and will give you an estimation to perform the task if it takes a while to perform.
What do you dislike about the product?
Freshdesk strive to perfection. I think that sometimes this can cause a task to take longer, since they wish to make sure what you request will be done the best way. They will never say "No, we can't do that", they will always try their hardest which I appreciate.
What problems is the product solving and how is that benefiting you?
Freshdesk help us consolidate customer support ticketing from two platforms, both in website and app. Never before were we exposed to a variety of options when it comes to filtering service requests, managing queue for our agents, performing actions in bulk, getting accurate reports with which to perform self assessment and improvement. Freshdesk is smooth, clean, efficient and easy to use.
Recommendations to others considering the product:
Make sure you assess your needs correctly, see examples of what Freshdesk can offer, dedicate enough time to implement and experiment and learn the system.
Excellent Helpdesk Plaform
What do you like best about the product?
Ease of use. Method of cascading external inquiries to relevant teams within an organisation. Creating of self-serve solutions articles for customers reference
What do you dislike about the product?
Some field references are kept in separate silo's so cannot be cross references - e.g. company and contact information. Requires CSV download to connect data sets
What problems is the product solving and how is that benefiting you?
Customer support and customer retention - Freshdesk is a key driver of customer satisfaction
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