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Freshdesk Support Tools
What do you like best about the product?
We recently switched over from a less expensive but pretty decent helpdesk solution but were looking for a more complete package. We looked at quite a few and being a small company we weren't sure if any of them were worth the price.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
We had always heard good things about freshdesk from people that used the free product so we decided to give it a shot. We started out with the free version just to give the basic features a try and really liked the layout, ease of use and the responsiveness of the software so we decided to take the plunge and upgrade our plan.
If I had to list my favorite features for me as a manager, it would be the reporting, automation of tickets and scenarios (triggers). The chat is also a huge bonus as nobody puts that together like freshbooks. The super customizable SLA rules are huge for me as well so I can stay on top of tickets that belong to some of our more high profile customers. Turns out that I cannot name just a few features that I like because they have done a really good job covering most if not all bases when it comes to the needs of a support team.
While I am at it, I might as well mention the support portal. It's phenomenal. Adding solutions on the fly as you are creating a response to a ticket is a huge time saver, not only right then, but in the future when your customers are searching for answers and can help themselves. You can also take a ticket for feature requests or changes and add them to the forums as you are replying to the ticket, so other customers can vote on and see things in our development cycle.
I could go on and on, but I would suggest that you jump on a demo or try out the free version like we did.
What do you dislike about the product?
There were a couple nice things about the old software that we miss in freshbooks, but those features were a part of a separate piece of software that only did one thing and that was chat.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
The freshdesk chat is a bit limiting by it not being able to be popped out from the browser, not having a continuous ring (we've missed a couple chats this way) and by not having a desktop version of chat.
I think the chat feature is a bit new so I'm confident that they will get that in line with the progressiveness of the rest of the software.
The other thing is the phone/voice that is built into the software seems to be hit or miss in our situation. The calls drop every once in a while and almost all of the time we have some kind of voice delay/latency issues.
Other than that, it is a solid, worth the money and at least a look piece of support software.
What problems is the product solving and how is that benefiting you?
Were filling the need to support our software and the customers that use it. Just one of the benefits is that we can identify which customers are having the most trouble and offer training or add a level of service for them to be better equipped to handle issues they are having.
With the forums and support portal, we are also training our customers and new employees at the same time.
With the forums and support portal, we are also training our customers and new employees at the same time.
Recommendations to others considering the product:
Give it a try, more than likely you are going to find a way to fit it into your support system.
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Just amazing
What do you like best about the product?
The support team are always available to help
What do you dislike about the product?
The reporting need a big improvement otherwise the rest is good
What problems is the product solving and how is that benefiting you?
Better FCR
Fantastic ticketing system!
What do you like best about the product?
I love the way you can gamify the ticketing. The system has games built in that give awards and ranks for service people, to help motivate them to serve the customers better.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
A really useful part of Freshdesk is the tags that get applied when a ticket is updated; in your ticket view, you'll see a blue tag on each ticket that has received a response, and a red dot on the ones that are overdue, so you can really focus on the issues that need attention most urgently..
I also like being able to filter the tickets to see only those assigned to a specific agent. Even better is the ability to purchase 'day passes' which you can give to anyone so they can be an agent for a day - saves you having to buy another agent seat if you just need someone to view a ticket or two but they won't be handling tickets on a regular basis.
What do you dislike about the product?
sometimes tickets can get ridiculously long and hard to find new entries, since they quote the old email strings. Especially when someone adds a note, it creates another note automatically from an agent that says a note was created, so it makes it hard to see the new entries and who wrote them.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
One minor dislike is that after I'm finished with a ticket and I close or resolve it, it doesn't take me back to the ticket view so I can see all the other tickets I'm working on, nor does it give me a link to go to the Dashboard, where I can see a history of the tickets that are currently open and choose to go to one based on how recently it was updated. Would be nice to have that function, or at least a link to go to the Dashboard after closing a ticket.
Occasionally one of the screenshots I include in a ticket is unable to be viewed by a recipient, though this may be a setting on their browser more than a failing on Freshdesk's side.
What problems is the product solving and how is that benefiting you?
all our support emails are now contained in the ticketing system so the entire team can handle them. We also have service levels and reminders so that not only do customers get an acknowledgement of their issue, the service reps get notified as soon as a new ticket is created.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
The automations and canned responses are huge time savers. I use canned responses ALL the time, and the automations are fantastic for helping us stay organized and get repetitive tasks done automatically.
Recommendations to others considering the product:
Fill out your canned responses with step-by-step instructions and screenshots - it will save you TONS of time and headaches.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Take advantage of the arcade - it's a fantastic way to motivate your support team, and the leaderboard really helps keep them engaged.
Excellent Help Desk Software!
What do you like best about the product?
Cloud hosted, so can access from anywhere, including my phone. The phone apps in themselves are excellent. Also, customer service is very very good, with quick responses and eager to help.
What do you dislike about the product?
There's not much I dislike. If I had to be picky, I've thought about leaving because of lack of sub-tickets or children tickets feature. I'd like to take a task and be able to template several parts of the task into separate tickets. I suppose that's more of a project management feature, but it would be nice to have.
What problems is the product solving and how is that benefiting you?
(1) Keeping up with issues. It's difficult to track issues with only email, etc. So the help desk tracking features are excellent for me. (2) Tracking past issues. I like to reference what solved similar issues in the past. Freshdesk has a good search function.
Recommendations to others considering the product:
Grad a trial and give it a try. It's excellent and I highly recommend it!
Great support desk service, great for small teams
What do you like best about the product?
We were able to use this service for free for under 3 users which was key in searching for support desk software.
The UI isn't the best but it's friendly enough for the average user.
The UI isn't the best but it's friendly enough for the average user.
What do you dislike about the product?
Sometimes there is no name to fill in when you reply to a ticket.
What problems is the product solving and how is that benefiting you?
Easily tracking support tickets in one place. Easier communication between internal teams of issues that arise for users.
Recommendations to others considering the product:
Definitely a good alt. to bigger support desk services.
Confort et productivité
What do you like best about the product?
L’automatisation liée au scénario, même si j’aurai souhaité que ces derniers puissent être accessibles depuis une demande ouverte manuellement.
What do you dislike about the product?
L’enregistrement automatique des mails rechargeant l’historique des conversations à chaque échange, ce qui peut créer de long fil nuisant à la clarté. Des reportings un peu trop « rigides » à mon goût, car l’ensemble des informations ne peuvent être croisées.
What problems is the product solving and how is that benefiting you?
Nous avions des failles au niveau de la traçabilité. Avec Freshdesk, nous gagnons en visibilité auprès de nos clients, chaque demande obtient une référence et est disponible immédiatement sur le portail. Le suivi s’est donc amélioré, ainsi que l’interactivité avec nos clients qui s’est nettement améliorée.
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.
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.
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