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Best Ticketing system
What do you like best about the product?
made it simpler to view all support enquiries in an unified form.
What do you dislike about the product?
Cannot run multiple automations on a specific ticket.
What problems is the product solving and how is that benefiting you?
able to prevent two agents from responding to the same email.
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Great Experience
What do you like best about the product?
Automation and auto response to the ussual emails.
What do you dislike about the product?
Discountinuation of Twitter tickets, Thanks
What problems is the product solving and how is that benefiting you?
automation and auto response
Enhanced ticketing
What do you like best about the product?
Assigning tickets to streamline the work flow has never been easier with any other platform compared to freshdesk
What do you dislike about the product?
Price could be a bit lower to accommodate more agents
What problems is the product solving and how is that benefiting you?
Ticket management and agent assigning
Great automations and Customer portal
What do you like best about the product?
Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated.
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
What do you dislike about the product?
Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking.
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
What problems is the product solving and how is that benefiting you?
Ticket management
Efficient and Simple
What do you like best about the product?
The ease of use, easy to implement and ticket automations
What do you dislike about the product?
There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations.
What problems is the product solving and how is that benefiting you?
Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well.
Their Self Explanatory Products allows anyone with basic knowledge and implement the system
What do you like best about the product?
Support, Product Features, Uptime and Availability
What do you dislike about the product?
Nothing as such. They might have to compare other products and implement them
What problems is the product solving and how is that benefiting you?
Their Better Reporting and Automation tools helped us to do faster deployments.
Transforming Customer Support: How Freshdesk Streamlined Our Service Operations
What do you like best about the product?
Freshdesk has streamlined our customer support processes by centralizing ticket management, making it easier for our team to track, prioritize, and resolve issues efficiently. With insights into metrics like ticket volume, conversation count, and assignment distribution, we’ve been able to allocate resources more effectively and identify recurring issues for proactive solutions.
What do you dislike about the product?
The reporting features, though useful, can be somewhat limited in customization, making it challenging to get specific insights without additional configuration. Additionally, the interface can feel cluttered at times, especially when handling high ticket volumes, which can slow down navigation.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key challenges in our customer support workflow by providing a centralized platform for managing tickets, tracking conversations, and assigning tasks efficiently. By consolidating all customer inquiries into one place, it eliminates the need for our team to juggle multiple communication channels. This has led to faster response times and improved accountability, as tickets can be prioritized and assigned based on urgency and workload. Freshdesk’s automation tools also help us streamline repetitive tasks, like tagging and routing, freeing up our team to focus more on complex inquiries. Overall, these solutions have boosted our team’s productivity and contributed to higher customer satisfaction.
Easy to use, good reporting analytics
What do you like best about the product?
Easy to configure and automate
It helped us to to automate the self distribution of the tickets among different levels of support
It helped us to to automate the self distribution of the tickets among different levels of support
What do you dislike about the product?
It can be a bit more helpful if there would be more integrations available
What problems is the product solving and how is that benefiting you?
It is easy to automate and also with the mobile app it is easy to use and work on different tickets and reply back
A powerful tool designed to boost employee productivity and streamline their daily tasks.
What do you like best about the product?
Automations
Analytics
Number of Features
Analytics
Number of Features
What do you dislike about the product?
There are some quirks --example: anytime you add a new ticket field, tag, ect it does take longer than desired for you to be able to use feature.
Delay is also a little longer than desired when updating user roles.
Delay is also a little longer than desired when updating user roles.
What problems is the product solving and how is that benefiting you?
Tool that streamlines ticket management, enhances team collaboration, and provides full visibility into client tickets, ensuring better organization and efficiency across teams.
Freshdesk Review
What do you like best about the product?
Great ability to create tickets/automation between multiple teams.
What do you dislike about the product?
Wish we could save queries by URL so you could easily share between users. It's time consuming manually creating each query for each individual user.
What problems is the product solving and how is that benefiting you?
multi team visiblity into tickets/organization
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