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It gets the job done with a nice set of features
What do you like best about the product?
I really like the interface and how easy it is to interact with. The fact that's web-based is a major plus since I don't have to worry about keeping software up to date. The support is really good. I don't need them much, but when I reach out to them, they reply promptly - which is very appreciated.
What do you dislike about the product?
I notice that the app sends too many emails and I haven't been able to tune it down. If a ticket is reopened then I receive about 3 emails due to the reply received, the ticket being reopened, and the ticket reassigned to me (as an agent). I also have experienced some downtimes which are not good, although they do a good job of keeping us informed when this occurs.
What problems is the product solving and how is that benefiting you?
I use freshdesk on a daily basis to manage tickets created by our clients. I can easily add screenshots, as well as public/private notes. It presents a user friendly and modern interface to work with.
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Still needs a lot of work
What do you like best about the product?
Great concept. I love the idea of having one central hub to be able to track all client tickets from live chat conversations.
What do you dislike about the product?
Software still has lots of bugs and the support is not helpful. We have been using for almost 10 months and have put up with hundreds of chats dropping, disappearing, not being able to transfer when capability was advertised. Their development team and our internal teams have had many scheduled calls which they have flaked on our only temporarily resolved the issues we have communicated to them.
What problems is the product solving and how is that benefiting you?
In theory, this solution would solve accountability issues from our internal customer support and sales channels so we can see all chat history as well as keep a detailed record of our customer interaction with our business.
Recommendations to others considering the product:
Freshdesk support can be very difficult to work with, they have made improvement to their software over the last year but I still believe they have quite a ways to go.
Great Helpdesk Tool
What do you like best about the product?
Ease of use when it comes to creating automation and lightweight nature of tickets/workflow. The reporting module is also great with perfect out of box reports and is also very easy to use.
What do you dislike about the product?
Some limitations around automation- such as restrictions on the fields which can be included in SLA and limitations around having a contact be associated with many companies (caps at 20)
What problems is the product solving and how is that benefiting you?
Communication consolidation, ticket organization and automation. Through all of the workflow automation and ease of reporting, we will be able to improve workflow bottlenecks, provide data insights to the wider business, and create a more scalable support team model.
Recommendations to others considering the product:
Very easy to use and setup. New UI changes are great in the Mint Experience.
Unrealized Potential
What do you like best about the product?
I like the simplicity of the product. It does what it is designed to do.
What do you dislike about the product?
It only does what it was designed to do. The support team is friendly but not flexible to customization.
What problems is the product solving and how is that benefiting you?
We have been using this tool for our support desk and the syncing between Salesforce and FreshDesk is incredibly minimal. Very little information syncs between the two databases.
Recommendations to others considering the product:
This may be the right tool for your team if your sales org is completely detached from your support org. Otherwise, if you have a hybrid approach where your sales team is the first line of support or the hands that massage a client, you're going to work extra hard to keep everyone up to date on support tickets.
Very happy so far
What do you like best about the product?
We use Freshdesk for internal IT requests.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
It meets our needs:
- Staff can make tickets through an easy to use portal or via email
- Staff can login with Google SSO
- Tickets can be CCed to others as needed.
- Easy to attach images and files.
- Can view ongoing and completed tickets based on various criteria (including custom fields).
- Good search functionality for tickets.
- Support portal for documentation for staff.
And there are a lot of features we do not use.
But with a very affordable cost for a small company. We have 5 agents on the basic (Sprout) plan, and only pay $30 per month.
What do you dislike about the product?
Sending and CCing of emails can't be controlled on a per-email-type basis. So as the manager, CCed on everything, I get 5+ emails for even the simplest ticket.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
Ticket lists cannot be limited by date range.
The customisation available on ticket request page is good - but we'd like to be able to do more. That functionality is actually available, but for significant extra cost. We'd be prepared to pay extra for it, but not $1000 extra per year.
What problems is the product solving and how is that benefiting you?
Our company has expanded recently and we now have staff in separate offices to the IT team. Freshdesk's interface is easy to use for non-IT staff to make tickets, and include screenshots, etc - even just by sending an email. Communication back-and-forth is easy and for me, monitoring ticket progress is straight forward.
I would certainly recommend for a small to medium company.
I would certainly recommend for a small to medium company.
Recommendations to others considering the product:
I would certainly recommend for a small to medium company.
Excellent but have patience
What do you like best about the product?
The adaptability to make the system work for our exact requirements
What do you dislike about the product?
If you're good at writing program coding you should be fine, if not (like me) it can take a little while to get very detailed/specific requests communicated in a way that the support team can action for you. That being said, it's nice to have a support team that will write any coding you need regardless of just needing a little patience!
What problems is the product solving and how is that benefiting you?
Streamlined reporting of our business centre activities and simplified filing system.
Recommendations to others considering the product:
With the endless amount of editing you can do to the program, it is very likely it can make your life easier in one way or another - you just have to have a bit of patience to start.
Excellent Small Business Tool!
What do you like best about the product?
The mobile app! My business is all mobile so I do not bring my laptop with me everywhere I go. So any tool that I look into that has a well-developed phone app usually wins me over. Freshdesk has an awesome app that is incredibly easy to navigate around and also is very similar to the desktop version. This allows for ease when handling several issues at once.
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
Fabulous app, Wonderful customer service, and incredible experience with Freshdesk so far!
What do you dislike about the product?
So far I can't say that I dislike something.
What problems is the product solving and how is that benefiting you?
Keeping up with our support email address. I need this service but do not use it enough to pay for it. It is awesome to have access to this tool even though we are still less than 5 staff (1 of those helps with this task in particular). Now I won't miss out on helping a client. This builds a positive reputation that has been an area where we have struggled in the past. Looking forward to adding more features as we grow.
Recommendations to others considering the product:
Be patient and know that it can take a day or two to get this completely set-up.Don't hesitate asking questions. Their support rocks!
FRESHDESK : Rapide et efficace
What do you like best about the product?
Les fonctionnalités que nous préférons chez Pagesjaunes Resto sont les automatismes et les scénarios.
Les automatismes nous permettent d’orienter les mails de façon automatique, en fonction des mots contenus dans la demande du client ou de la provenance. La demande est cernée automatiquement et transmise au bon service. Quant aux scénarios, ils nous permettent de gagner en productivité et en temps dans le transfert des demandes entre services tout en étant le plus complet possible dans l’historisation (tant au niveau client que pour le service qui prend le relais sur la demande).
Les automatismes nous permettent d’orienter les mails de façon automatique, en fonction des mots contenus dans la demande du client ou de la provenance. La demande est cernée automatiquement et transmise au bon service. Quant aux scénarios, ils nous permettent de gagner en productivité et en temps dans le transfert des demandes entre services tout en étant le plus complet possible dans l’historisation (tant au niveau client que pour le service qui prend le relais sur la demande).
What do you dislike about the product?
Une personnalisation plus poussée des enquêtes de satisfaction serait un vrai plus
What problems is the product solving and how is that benefiting you?
Avant l’utilisation de Freshdesk, nos 25 agents étaient répartis en 3 services (Service client, Service restaurants, Assistantes commerciales) et se partageaient un accés commun.
Nous n’avions aucun suivi sur les mails en cours de traitement, il nous était impossible d’avoir les chiffres précis sur les temps de traitement, le nombre de demandes reçues ou encore le nombre d’échanges.
Grâce à Freshdesk, nous avons optimisé notre temps de traitement sur l'ensemble de l'activité. Nous avons une vue sur l’ensemble de l’activité, et nous sommes capable de maîtriser et chiffrer notre relation client. Le temps de résolution d’un ticket a été réduit de 33%. Nous avons augmenter notre performance en termes de SLAs : tout nos indicateurs sont en hausse.
Nous n’avions aucun suivi sur les mails en cours de traitement, il nous était impossible d’avoir les chiffres précis sur les temps de traitement, le nombre de demandes reçues ou encore le nombre d’échanges.
Grâce à Freshdesk, nous avons optimisé notre temps de traitement sur l'ensemble de l'activité. Nous avons une vue sur l’ensemble de l’activité, et nous sommes capable de maîtriser et chiffrer notre relation client. Le temps de résolution d’un ticket a été réduit de 33%. Nous avons augmenter notre performance en termes de SLAs : tout nos indicateurs sont en hausse.
Cheap, complete and user friendly
What do you like best about the product?
There might be a lot of cool customer care services but I found out that Freshdesk offered a lot of value already with its free version with all the main functions that a Start Up requieres to set up a support portal: automated tickets management and online support for customers.
I also love the integration with other related services like Freshrelease or Freshsales for example
I also love the integration with other related services like Freshrelease or Freshsales for example
What do you dislike about the product?
Probably there are some other similar tools in the market that look like a little bit more fresh than freshdesk (ironically). But I wouldn't pay a more expensive fee just for the design, all in all Freshdesk is a platform for work and it's quite usable.
What problems is the product solving and how is that benefiting you?
I converted a simple mail inbox into a full service to collect tickets with bugs, doubts, questions and a reference for customers to always get an answer from our support team. Apart from this we are building an effective online help with a lot of automated cross-links to let our customers discover our product, step by step
Good product, bad search
What do you like best about the product?
Integration with JIRA for product development when reporting user bugs and submitting tickets is the most useful feature for my team. Also enjoy how every agent can setup their own custom sorted/filters for a variety of tickets, and the tagging functionality.
Mobile SDK integration is also great.
Mobile SDK integration is also great.
What do you dislike about the product?
Their ticket search needs a lot of work. There's no good method of advanced searching tickets which is problematic for a company with millions of users.
What problems is the product solving and how is that benefiting you?
Allows us to quick tag and batch identify different support tickets and the analytics reported are nice. Also enjoy being able to quickly see which agents on my team are closing more or less tickets than others.
Recommendations to others considering the product:
Discuss your company and team needs directly with their biz dev staff and support staff on different integrations before diving in.
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