Freshdesk

What differentiates Freshdesk from other similar products?

When I was working for a company, we utilized Freshdesk to manage support situations from customers who had problems with a wide range of goods. Clients used to submit tickets on Freshdesk when they ran into problems with the implemented products (ERP software, for example) and wanted our help fixing them.

What is your favorite aspect of this product?

If you only use one platform for incident management, make it this one. It will provide you with a wealth of useful tools, such as the ability to easily create tickets, track their progress, collaborate with colleagues internally, set and monitor service level agreements, and view real-time information about who is viewing tickets.

What do you dislike most about this product?

Truly, I am unable to recall ever having seen any. It worked well for me, but there was one snag: as a developer, I occasionally needed to transmit code, but Freshdesk's internal security screening prevented me from doing so.

What recommendations would you give to someone considering this product?

Since I am a happy customer, I have used this app for a long time to deal with client issues. I find it particularly useful since the time I began receiving alerts whenever someone reported or updated an incident that involved me; these notifications allow me to coordinate with my team without alerting the client.

What differentiates Freshdesk from other similar products?

We use Freshdesk to respond to client inquiries and resolve problems, such as when a customer texts us about an issue they're having; however, we've run into troubles with the software since its most recent upgrade; for instance, a previously successful programmed response no longer sends, and I have to reload the page before it will send.

What is your favorite aspect of this product?

The employee's ability to quickly learn and use the system, as well as the presentation method, are both strong points. However, after the most recent update, we began experiencing issues with messages not being sent; in order to send them, we had to reload the page, which takes a significant amount of time every day. Our company's ability to swiftly respond to and keep tabs on inquiries has directly contributed to higher levels of customer satisfaction and retention. Analyze records to fine-tune administration.

What do you dislike most about this product?

It may be necessary to restart the website in order to send a message if it was not included in the most recent update. Being in the dark about who is and isn't available to work at any given time. There was a delay in the message, but I can't tell if it was because of our internet or because of Freshdesk.

What recommendations would you give to someone considering this product?

In order to efficiently handle questions and complaints from customers, businesses can use Freshdesk, a ticketing system. You may optimize your business's operations and policies for the benefit of your customers with the help of its numerous analytical reports and dashboards.

What differentiates Freshdesk from other similar products?

We can work from this program with ticketing tools that help us to effectively connect and manage our customer inquiries and complaints. It serves as a data or time tracking system that we use to serve our customers. It has a great analytics platform where various reports are available to analyze the data quickly and present it in a meaningful way.

What is your favorite aspect of this product?

The look and feel of their web interface is very attractive, We have an advantage of options for customization of everything in conjunction with their mobile app which is very simple in addition to the browser version Even though we are on the free plan, we have had to contact support a few times and they have been absolutely responsive in a timely manner immediately.

What do you dislike most about this product?

Their search functionality could be more extensive because their filters on search terms are quite limited as sometimes the control panel doesn't load, it's just a gray screen. And the fact that you can't modify signatures based on the email address you reply to The tool doesn't know how to override the source address when there is another agent assigned.

What recommendations would you give to someone considering this product?

We strongly recommend Freshdesk, by companies with direct support needs, as for us it meets the standards, In our case we got their free trial to find out if their system had what it takes which corresponds to: customer satisfaction survey, ability to monitor tickets (Open, Solved, On Hold, etc.) and getting the ticket and reports easy to configure and share.