Effortless Multi-Channel Support with Freshdesk
What do you like best about the product?
I use Freshdesk to manage customer support across multiple channels like email, chats, and messages, all from a single dashboard. I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations. The ability to manage tickets efficiently is also a big plus for me. Setting up Freshdesk was incredibly easy; I just had to add my work email, name, and it was ready to go.
What do you dislike about the product?
Freshdesk could improve its dashboard to be more user-friendly, especially regarding colors and design.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support across channels like email, chats, and messages, all in a single dashboard. Using AI features helps draft responses efficiently, manage tickets, and improve business operations.
One step for you tickets
What do you like best about the product?
tracking every details captured by any one in the organization all the history will be available
What do you dislike about the product?
sometimes i feel its very time consuming
What problems is the product solving and how is that benefiting you?
we can easily track the tickets recording and helpful for any query of the call
Intuitive UI and Seamless Collaboration Features
What do you like best about the product?
1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
What do you dislike about the product?
1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.
2. The mobile-based application of this tool is not as smooth as it should be.
What problems is the product solving and how is that benefiting you?
Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets.
The plans and pricing are also very reasonable compared to the previous tool.
Effortless Customer Query Management with Freshdesk
What do you like best about the product?
Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.
What do you dislike about the product?
The mobile app could be easier to use, and the login process should be more straightforward.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.
Automated alerts have transformed ticket handling but pricing and usability still need refinement
What is our primary use case?
My main use case for Freshdesk is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.
A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk.
This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.
What is most valuable?
The best features Freshdesk offers, in my experience, are the out-of-the-box integration with various tools and the automatic assignment of tickets to technicians.
These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.
Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.
I have noticed significant changes in productivity, response times, and customer satisfaction; productivity has improved, and as I mentioned earlier, the time we spend on each ticket has now been reduced to just a few hours, allowing us to resolve level one tickets before the end of the day.
What needs improvement?
Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.
I wish for improvements related to the pricing point to enhance the overall experience.
Which solution did I use previously and why did I switch?
Before using Freshdesk, I previously used ServiceNow, but I switched because I wanted a better solution.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was smooth and better, and I do not have any complaints.
What other advice do I have?
I do not have anything else to add about how I use Freshdesk; I have shared everything that we do.
I would rate Freshdesk a seven on a scale of one to ten.
I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
User-First Experience with Excellent Support
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Modern Alternative to Zendesk for Software Support
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
User friendly interface
What do you like best about the product?
Freshdesk stands out for its user-friendly interface, interface is getting better day by day. We get recent product updates to make the software better
What do you dislike about the product?
Nothing as of now, its working great. Sometimes it takes too long to load
What problems is the product solving and how is that benefiting you?
Reviing recent issues raised and working on it to solve on priority and and get releasing product updates to make it more efficient and reliable
Efficient Ticket Management with Minor Reporting Limits
What do you like best about the product?
I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.
What do you dislike about the product?
I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.
Easy way to get support
What do you like best about the product?
It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.
What do you dislike about the product?
Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.
