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Freshdesk freshening up my workplace
What do you like best about the product?
The ticketing system is by far the best part!
Keeps us all very organized!
Keeps us all very organized!
What do you dislike about the product?
No dislikes that I can think of off the top of my head
What problems is the product solving and how is that benefiting you?
We used to be all over the place when tickets would come in but with freshdesks ticketing system we have resolved most all of those issues!
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Plug & play at its best
What do you like best about the product?
Was up & running in a couple of days. We use the ticketing, bot and freshchat.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
What do you dislike about the product?
Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless.
What problems is the product solving and how is that benefiting you?
Reducing response time.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Freshdesk - simplifying our Customer Services
What do you like best about the product?
Freshdesk unites our emails, tickets, calls and chats in one easy to access system. We use this system throughout our work day and I cannot fault it one bit. The support we receive from the customer support team is top notch, and we are currently looking at integrating chat with our in-house systems. I can't wait.
What do you dislike about the product?
The main bug bear for me is the consistency in terminology. A type in tickets is a tag in calls, but a tag in tickets is different. A group in freshdesk is a team in freshcaller. Can make it confusing to explain to other people what to do.
What problems is the product solving and how is that benefiting you?
Reporting - we can now easily see the types of queries that we are getting and monitor how changes affect our customers
Ease of use - having all our communications through one platform makes config easier to handle
Ease of use - having all our communications through one platform makes config easier to handle
Very precise and user friendly
What do you like best about the product?
The filter option to differentiate the ticket types.
What do you dislike about the product?
The interface, I think it can be improved to make it even more user friendly.
What problems is the product solving and how is that benefiting you?
Operational Challenges issues
Senior Manager
What do you like best about the product?
Easy integration and usage and very logical flows
What do you dislike about the product?
Too many steps to action on tickets and also disadvantage of being able to create Pop ups for SLA tickets
What problems is the product solving and how is that benefiting you?
Easy comms, freddy's ability to reduce effort
makes everything easier, seamless and efficient
What do you like best about the product?
It makes everything easier, seamless, organized and efficient.
What do you dislike about the product?
I have none for now. I think there's more to enhance but I like all aspects at the moment.
What problems is the product solving and how is that benefiting you?
Freshworks provides tools that streamline customer support processes, helping teams respond faster and manage inquiries more effectively.
Freshdesk has streamlined our operations and boosted customer satisfaction. Highly recommended!
What do you like best about the product?
It is user friendly and it's customizable options. Also, it has greatly improved our customer satisfaction.
What do you dislike about the product?
Although the interface is user-friendly, new users may still face a learning curve, especially with advanced features.
What problems is the product solving and how is that benefiting you?
It helps me enhanced customer satisfaction through timely response and makes tasks more organized and efficient
Great and easy to use
What do you like best about the product?
Ease of use, common questions answered quickly
What do you dislike about the product?
Analytics difficult to understand and decipher
What problems is the product solving and how is that benefiting you?
Solving customer queries for speedy resolution
Practicality in personalization and customization.
What do you like best about the product?
What I like most about Freshdesk is its practicality in customizing fields and using automations.
Create automation to facilitate agent action and make service faster in classifying or responding.
And use is very easy! Both for the administrator to carry out maintenance and for the agent to act.
Create automation to facilitate agent action and make service faster in classifying or responding.
And use is very easy! Both for the administrator to carry out maintenance and for the agent to act.
What do you dislike about the product?
The limitation of the ticket creation form is that I can't customize it or add fields with specific filters.
What problems is the product solving and how is that benefiting you?
In this case it is not benefiting me directly.
It is benefiting my clients who I implement.
The customer is benefiting from a reduction in service time and a reduction in errors when creating a ticket by up to 50%, because the automations are already classifying automatically and facilitating the process.
It is benefiting my clients who I implement.
The customer is benefiting from a reduction in service time and a reduction in errors when creating a ticket by up to 50%, because the automations are already classifying automatically and facilitating the process.
Fresh Desk
What do you like best about the product?
The many features it has. When I get a email I get a notification quickly.
What do you dislike about the product?
The updates take a long time to come through.
What problems is the product solving and how is that benefiting you?
They are updating alot of the policies , I don't like how sometimes I don't get the response from customer.
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