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A Great ticket management tool
What do you like best about the product?
The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
What do you dislike about the product?
Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses several key challenges for our team, primarily streamlining our customer support processes. Before implementing Freshdesk, we struggled with managing incoming support tickets efficiently, resulting in delayed responses and frustrated customers. With Freshdesk's intuitive ticketing system and automation features, we've been able to organize and prioritize incoming queries more effectively. It has not only improved customer satisfaction but also increased our team's productivity.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
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Fairly good. I’m an account admin and it meets our business needs mostly
What do you like best about the product?
Fairly easy to use - can't complain to much. The support is very good. They are quick to respond and knowledgeable
What do you dislike about the product?
Merging tickets and contacts could be cleaner
What problems is the product solving and how is that benefiting you?
Helps us manage inbound communications and respond to customers in a timely manner
Freshdesk for Fintech
What do you like best about the product?
Some amazing out of the feature like hidding unnecessary ticket fields for agents, making fields mandatory etc.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
Agent BOT is very cool feature which is easy to use and make life of agents sorted if built correctly.
What do you dislike about the product?
When it comes to customisation as per compliance limited and complicated solutions are available.
Data storage and reporting is something they can improve upon.
Data storage and reporting is something they can improve upon.
What problems is the product solving and how is that benefiting you?
Ticket management tool with very cool features, the best one for me is Agent Assist BOTs and AI driven summary.
Excellent user platform for Customer Support
What do you like best about the product?
The simplicity of managing tickets for Customer Support
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
What do you dislike about the product?
Cannot upload large videos and content in the Support articles
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
What problems is the product solving and how is that benefiting you?
Integrations, helping to ease the complexity of this usage
Integrating AI within tickets - please add this feature for creating new emails too
Integrating AI within tickets - please add this feature for creating new emails too
Managing my Workflow with FreshDesk
What do you like best about the product?
The ability for multiple people to collaborate and work on a single ticket as well the feature to merge multiple tickets into one so as to avoid confusions
What do you dislike about the product?
The time taken to sent and receive new tickets, sometimes it takes a lot more time than normal emails. Also the overall performance of the application needs to be enhanced to be able to work faster
What problems is the product solving and how is that benefiting you?
Need for separate softwares for emails and chat, multiple user access
Using Freshdesk for close to a year with mixed feelings
What do you like best about the product?
Freshdesk covers most basic needs from a piece of software you would expect. For everything it does offer the configuration is easy and can be done without a large team of specialists.
What do you dislike about the product?
If features are missing the options of 3rd party add-ons is limited. Also a strong dislike is the sometimes incorrect documentation.
What problems is the product solving and how is that benefiting you?
Basic phone and email/ticketing services.
Fresh Desk Ticket System
What do you like best about the product?
Very easy to use! It was already in use before I started but I have found it to handle all of our ticketing needs. Our team can easily submit tickets via email for assistance and the ability to communicate via email make the process very quick. When I have had questions or needed help, the Customer Support team has been very responsive and easy to work with. They are able to connect to the system and assist with questions I may have.
What do you dislike about the product?
Some of the settings can be a bit confusing.
What problems is the product solving and how is that benefiting you?
Making the process of communication about needs very simple and easy to follow up on!
Best tool for Support team
What do you like best about the product?
It is very easy to navigate. A user can effortlessly use it without any prior training. The design is simple and subtle.I have been using it for more than a year now without any prior experience. I have never found it to be difficult. Great tool for support team.
What do you dislike about the product?
The only challange I faced in Freshdesk is setting up signature from an agent account. I could not find any option to set up my signature for the tickets.
What problems is the product solving and how is that benefiting you?
It made the tickets very organised.
FreshWorks: Everything all in one
What do you like best about the product?
FreshWorks is by far the best customer support software for everything. There are many intergrations and the pricing is the best that I've seen.
What do you dislike about the product?
I have been using FreshWorks for a while and I have not encountered any errors or problems with the product. It is a great option for customer support software
What problems is the product solving and how is that benefiting you?
FreshWorks is solving our customer support and now we have a support desk, email, and people can use chat.
Robusta Tool for DCSP, Live Chat, CCM & Customer Self-service
What do you like best about the product?
Retaining customers is one of the greatest goal of all times. Freshdesk offers customer self-service tools that help resolve issues for 24/7/12/365.
What do you dislike about the product?
I use Freshdesk on a daily-basis and I seldom encounter challenges at all.
What problems is the product solving and how is that benefiting you?
It enables me to offer support to customers from anywhere with just few clicks via live chat.
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