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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.
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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.
Great cost-effective product
What do you like best about the product?
It is price competitive and loaded with features.
What do you dislike about the product?
The UI isn't great, but trying ou the beta version of Mint, this will change! Great update.
What problems is the product solving and how is that benefiting you?
Needed chat support for a client and it worked effectively.
HIghly recommended
What do you like best about the product?
The ability to have control of my service desk with information.
What do you dislike about the product?
It's not that easy to customize its categories and actions.
What problems is the product solving and how is that benefiting you?
Customer Service and task management. I've achieved control of where the problems are.
Reliable and Flexible Support Desk tool
What do you like best about the product?
Quick, responsive interface, flexible. Knowledge Base function
What do you dislike about the product?
Not a lot, some competitors interfaces look a bit slicker, but that's not the be all and end all of a support tool
What problems is the product solving and how is that benefiting you?
Internal and customer support in one tool, reporting and intergration with other business tools
A one stop solution to all your needs.
What do you like best about the product?
It automatically convert all the emails from the customers to tickets and respond to them faster. Never miss another email in the clutter.
What do you dislike about the product?
Time trackker should be improved. and there should be functionality to add timer on multiple tickets at a time.
What problems is the product solving and how is that benefiting you?
Emails, social media platforms, internal mails, and many more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
Recommendations to others considering the product:
Yes, it is worthy enough to use.
Great but as with anything can be improved
What do you like best about the product?
The quick support response when needed.
What do you dislike about the product?
Not as easy to see new tickets coming in vs the old version of fresh desk.
What problems is the product solving and how is that benefiting you?
Great way to keep track of tickets/problems.
Recommendations to others considering the product:
Be prepared for change, change is good.
Very pleased with experience
What do you like best about the product?
The way in which everything is logged in front of you and allows you to refer to older emails easily.
What do you dislike about the product?
There are still some issues with smoothness I have noticed freezes from time to time.
What problems is the product solving and how is that benefiting you?
It allows us to log everything we do when it comes to support, gives us more transparency as a company which other companies who want to deal with us would find attractive.
Recommendations to others considering the product:
Support are very helpful and it is a perfect support desk solution
Good quality support
What do you like best about the product?
quick responses and that we speak with our own technical manager that knows our case
What do you dislike about the product?
technical issues that take a while to be resolved
What problems is the product solving and how is that benefiting you?
ticketing and system integrations
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