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We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
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Long-term Freshdesk User
What do you like best about the product?
Easy to integrate to internal platforms, reporting is good. The UI is great and easy to use. Permissions can be adjusted and ticket scope.
What do you dislike about the product?
Old slack integration works better but gets broken often. The new Slack app doesn't offer features of linking to slack channels from the app which is a big downside.
What problems is the product solving and how is that benefiting you?
Allows our customers to reach out to us for support related issues agents can pick up on more easily.
A Great Choice for a Flexible and Highly Customisable Customer Service Solution
What do you like best about the product?
We have been using Freshdesk for over two years; it is the main tool the Customer Solutions team uses every day. It has proven to be highly customizable and easy to integrate with the different applications we use in the company. Various automations are easy to create, even for non-technical personnel, and have helped my team become more efficient. Additionally, their customer service is very helpful and fast, making issue resolution effortless.
What do you dislike about the product?
There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives.
What problems is the product solving and how is that benefiting you?
Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations.
Seamless Transition and Exceptional Support Freshworks Delivers Outstanding Service for Over 3 Years
What do you like best about the product?
We've been using Freshworks for over three years now, and it's been an excellent experience overall. The platform is easy to use and learn, thanks to a wealth of knowledge base videos and an intuitive interface. The transition from regular emails to Freshworks was seamless, and the onboarding team was incredibly supportive throughout the process. Their communication is great, and the reporting tools are top-notch. The account managers we've worked with have all been professional and amazing. I would highly recommend Freshworks for businesses looking to elevate their operations to the next level
What do you dislike about the product?
No 24/7 urgent contact line, which can be inconvenient for users in different time zones, like New Zealand.
What problems is the product solving and how is that benefiting you?
Prioritizing customer complains and trying to resolve the issue within 3 responses.
All I need is available in Freshdesk
What do you like best about the product?
esclations, autmation,Collaborators users
What do you dislike about the product?
nothing, so far all good , only the invosing and intgration with freshsales
What problems is the product solving and how is that benefiting you?
Orgnaizing the helpdesk with our customers
Good Entry-level Support system
What do you like best about the product?
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company.
What do you dislike about the product?
It's a little difficult to integrate, and exporting data from the system is not great.
What problems is the product solving and how is that benefiting you?
It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too.
A few minor changes would make it great
What do you like best about the product?
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication.
What do you dislike about the product?
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets.
What problems is the product solving and how is that benefiting you?
Our Service departments support tickets
Great
What do you like best about the product?
I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform.
What do you dislike about the product?
They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet.
What problems is the product solving and how is that benefiting you?
Email, chat, text, and phone support
Todos los servicios necesarios en un mismo sitio
What do you like best about the product?
Lo mejor de freshdesk es la cantidad de personalizacion que ofrece, no solo se reduce a crear tickets, si no que hay un monton de caracteristicas que hacen que sean super faciles de visualizar y ordenar en esta interfaz super limpia, por lo que reduce en gran cantidad el tiempo de resolucion de los mismos.
What do you dislike about the product?
Al principio es un poco tedioso de incorporar y usar, pero es normal en aplicaciones con tantas caracteristicas, pero al cabo de unos dias ya te haces al sistema.
What problems is the product solving and how is that benefiting you?
Sobre todo nos resuelve el tener que usar el mail como metodo de tickets, que por mucho que uses filtros y alias nunca sera tan ordenado como una aplicacion dedicada, a parte de poder aplicar agentes y soluciones que ayudan mucho.
Works great to record and for us to respond to user issues.
What do you like best about the product?
Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting.
What do you dislike about the product?
Deep, technical reporting is quite week. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker.
What problems is the product solving and how is that benefiting you?
It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements.
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