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Freshdesk... The Zendesk Replacement
What do you like best about the product?
Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.
What do you dislike about the product?
No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)
What problems is the product solving and how is that benefiting you?
I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
Recommendations to others considering the product:
Unlimited agents, lots of add-ons and features... for free.
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Very Easy Tool
What do you like best about the product?
Allmost everything daily. we use it every day
What do you dislike about the product?
not exactly like dislike but please allow us to view and zoom the picture attachments rather download always.
What problems is the product solving and how is that benefiting you?
Support Operations, very swift in getting in touch with customers, solutions are very handy to distribute. New mint GUI is superb
Recommendations to others considering the product:
Please keep us same enthu and continue the good work you guys are already doing. thanks much
It was a wonderful helpdesk product
What do you like best about the product?
The ease of use in handling the product. Freshdesk consists of various features like Team Inbox, SLA Management,Agent Collision Detection and Custom Ticketing but out of all these Agent collision Detection was the best.
What do you dislike about the product?
Although almost all its features were quite good but still there are some lacunae to fill like the calling feature that they don't have can be incorporated into it.
What problems is the product solving and how is that benefiting you?
We are able to address our customer queries and also track the conversations while assigning/auto assigning the tickets to our customer service reps. The benefits include our customer churn rates have been reduced by over 20 percent.
Recommendations to others considering the product:
The most appropriate recommendation would be to test the product for 30 days before actually purchasing it. In the free trial period, you will get access to most of the features that they offer. This is the best product available in he market for HelpDesk.
Only have it for 4 days in use but till now meets my expactions
What do you like best about the product?
Only have it for 4 days in use but till now meets my expactions. I like the gamification a lot where you can give your agents rewards. But as I said, i do not use it that long.
What do you dislike about the product?
It is rather strange that if you once selected your primary language you are not able to change them anymore
What problems is the product solving and how is that benefiting you?
Ticketing and Knowledge Base (internal and external)
Excellent support!
What do you like best about the product?
Freshdesk helps us keep track of customer complaints, inquiries, service requirements and much more. It is an excellent tool for providing timely support to our customers. And the best part is that no matter what time of day or night, there's always someone available on Freshdesk help to answer a question or help you thru an issue.
What do you dislike about the product?
Nothing much to dislike as of now. If the system is not set up properly from the beginning, changing things later becomes challenging.
What problems is the product solving and how is that benefiting you?
Teamwork to help solve issues reported by our customers. Provide knowledgebase to customers to self-solve issues. Keeping track of issues to ensure customers are responded to and issues resolved on time. Monitoring agent performance. Zeroing in on majority issues being faced.
Recommendations to others considering the product:
Spend more time on planning. Go thru Freshdesk's "Best Practices" videos to learn more about setting up the system for best results. Changing things at a later stage becomes challenging.
Great service!
What do you like best about the product?
I like the layout and simplicity for the most part. Easy to track my work.
What do you dislike about the product?
Sometimes it can be slow. One day I started receiving notifications for every note added into the ticket and I am unable to change that in my settings. Multiple tickets created when title changes. Saving attachments one by one is painful.
What problems is the product solving and how is that benefiting you?
Tracking workload and correspondences.
Great CRM solution and amazing thorough support always!
What do you like best about the product?
Speed and thorough answers when I need help the most.
What do you dislike about the product?
nothing, maybe more AI which is on its way
What problems is the product solving and how is that benefiting you?
Automating service process, centralizing service in one place! Our customers can help themselves through self service instead of having to call and email every single time they have questions!
Pretty good straight out of the box
What do you like best about the product?
Client support through multiple channels (Fb, emails, chat, etc)
What do you dislike about the product?
No customization of the dashboard and need to have internal users tickets not visible without having to create another company.
What problems is the product solving and how is that benefiting you?
The ability to have both internal and client facing tickets in one system. The ability to create complex ticket relationships that allow for parent-child with existing tickets.
Excellent customer reviews and great support.
What do you like best about the product?
The Freshworks crew are constantly adding new features which work well.
What do you dislike about the product?
Customization of the agent dashboard is limited. Some of the email notifications are not customizable (i.e. watchlist notifications).
What problems is the product solving and how is that benefiting you?
Support tickets allow traceability of customer problems and resolutions. Solutions to common problem provided in articles customers can use to resolve problems on their own.
Straightforward and Effective Way of Managing Team Emails
What do you like best about the product?
The interface is clean and intuitive, making inducting new users very easy. The system itself works exactly as one would expect it to and allows a good level of customisation via the Dispatch'r and Supervisor tools.
What do you dislike about the product?
The search could be improved; for instance it is not possible to search by date or reorder results by status, creation date or last modified. The process of merging tickets works, but could be slightly more presentable in its execution.
What problems is the product solving and how is that benefiting you?
We used to receive emails into a shared Outlook inbox. It was never clear which of our team had responded to a message or not (resulting in duplication of effort) and if one of our team did respond, we couldn't identify the status of the enquiry/issue unless everyone had been cc'd (a waste of time!).
Recommendations to others considering the product:
For a simple implementation with a smaller team, just go live! Overlap with email whilst you build your confidence. Gen Y and trailblazers will pick up the system quickly and bring other users with them.
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