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easy to use ticket management system with flaws
What do you like best about the product?
client portal
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
What do you dislike about the product?
anyone can edit anyone else's notes in a ticket and even delete
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
What problems is the product solving and how is that benefiting you?
the fact that tickets are automatically created allows resources to focus on value adding work instead of documentation
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The greatest Supporting Tool!
What do you like best about the product?
The ease of use, the fact that you can manage all of your client requests, issues and questions in one area. The reporting system is very powerful and allows us to make informative decisions based on that data.
What do you dislike about the product?
I wish the support could be a little better, I experienced a issue where they shut down access to our portal because we missed a payment. Our AP clerk was on PTO, therefore she was not receiving the emails. However if they had reached out to me, since I am the main account user I would have pushed it to the right person to get it processed.
What problems is the product solving and how is that benefiting you?
It has helped us manage client questions in a more productive and organized manner. We are able to provide knowledge based videos and guides to help our clients serve their needs.
Freshdesk is a great helpdesk platform
What do you like best about the product?
Allows us to see what each other is working on. Let's us help customers by setting priorities and due dates.
What do you dislike about the product?
Sometimes the tickets do not come through from our website to the Freshdesk system and the Freshdesk support team is less than helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk has allowed us to completely customize our user experience by creating quick canned responses and automated responses. They allow us to quicky respond to customers - and see who has not been responded to - quickly.
Simple and easy!
What do you like best about the product?
I like how I can search through tickets using emails / name (requester) / Ticket number. It helps me comb through the tickets easily if I need to make certain tickets a higher priority. I also like the bulk action button which assists with multiple tickets that are redundant.
What do you dislike about the product?
I wish there would be more than 3 searches at a time for requesters so I can search all of them at once.
What problems is the product solving and how is that benefiting you?
I send in any requests for updates that are needed to be done for a location. I send out these request for our fulfillment team and make sure that I also let the client know that the task has been completed.
Looking for a multi-channel system to support your business ? Do not exitate, look to freshdesk !
What do you like best about the product?
Freshdesk helps you to build a support system quickly, and let yu to custom it in a very simple and intuitive way.
Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
,
Multichannell support capability, from telephone to mail, mobile and socials: all under your full and complete control, while price plans allow you to tailor the system to your real needs
On the other end, if you need more you have the possibility to get it through additional scripts
And, last but not least, support is very efficient: ask a question and you'll get an answer before your coffee get cold !
,
What do you dislike about the product?
IVR definition should allow to set a tree for non-business ours int the same way available for business ours
Shifts should be managed during business ours
Customization should include some private language dictionary
Shifts should be managed during business ours
Customization should include some private language dictionary
What problems is the product solving and how is that benefiting you?
Multi-product multi-channel support
Great helpdesk software enabling increased productivity for company
What do you like best about the product?
Ability to help staff efficiently manage inbox and statistics to continuously improve customer service. Ease of use for administrators to manage account.
What do you dislike about the product?
Limited features for lower tier plans, especially for Reporting. If we want to see more statistics, we would have to upgrade to an advanced plan.
What problems is the product solving and how is that benefiting you?
Business problems we are trying to solve is enhanced customer service and increased staff productivity. We have seen more efficiency in their daily work life and more transparency for managers to see how long it takes to reply to customers. We are able to better allocate the workload to all our agents after seeing how the tickets are distributed.
Recommendations to others considering the product:
Great value for helpdesk software. Amazing attentive support team. Highly recommended for SMEs.
Freshdesk is awesome
What do you like best about the product?
I like Freshdesk support team, they are professional and their service is awesome. I know some of their names, and no matter I sign the contract yet or not, their attitude is still the same, very enthusiastic.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
And they always recognize me even I or my colleagues approach them from serveral email accounts, they still know them all come from our company.
What do you dislike about the product?
I hope that I can see you guys from some TVC videos in future.
What problems is the product solving and how is that benefiting you?
We use Freshdesk service to integrate with our corporate management system. I like their reports, it's so helpful that I can check out all important index to improve our customer services.
Freshdesk is just what our customer support was missing!
What do you like best about the product?
We only use Freshdesk to manage emails, but for that type of use Freshdesk is easy to use and it really doesn't take long to get used to it. It offers a great overview of all active tickets and the customizability and automation it offers is really useful.
Their support is also top notch - incredibly responsive and helpful.
Their support is also top notch - incredibly responsive and helpful.
What do you dislike about the product?
There is really nothing I can think of that would bother us. Maybe the search function could use some improvement, as it is sometimes a bit hard to find what you are looking for. But that is just compared to Gmail search anyway, which is probably not really fair when there Google standing behind it.
What problems is the product solving and how is that benefiting you?
Providing customer support to our customers and representatives regarding our software and hardware products.
Quick and easy to use
What do you like best about the product?
Freshdesk is simple to use and even contains a few advanced features not found in more expensive help desk solutions.
What do you dislike about the product?
Sometimes the notification from my iPhone does not work as I expected. Maybe it is a problem from my iPhone/ internet connection / or maybe the problem is from FreshDesk. This is a very important feature for us to get a notification in real time because we want to solve our user's problem immediately.
What problems is the product solving and how is that benefiting you?
We communicate with our customers very easy
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
We are responding to our customers also from mobile phones
We are using also our help desk feature and our customers do not contact us anymore because they find already the answers there.
Intuitive to use and easy to self-manage.
What do you like best about the product?
Intuitive to use and easy to self-manage.
What do you dislike about the product?
Not much. It does exactly what I need. Recommendation - Allow for easier import/export of the data base.
What problems is the product solving and how is that benefiting you?
Helps create a customer friendly face for the company. Enable us to move away from an email-based system to a tool based.
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