EasyVista Service Manager is the New York company's ITIL / ITSM service solution.
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Freshdesk
Score 8.6 out of 10
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Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support…
It is well suited for a service-based department, but it can sometimes offer confusion for non-technical users because of the amount information the form fields require. Most customers don't want to write the equivalent of a book to simply say that " I want to obtain a license of Adobe Acrobat and charge it to the department."
Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.
Documentation is very important for any technology department. We can easy attach quotes, screenshots of issues, or invoices so that any one looking at the work order once closed can see that the task was completed quickly or may require more resources if needed again.
Tracking the progress of your team is also important when considering pay scales or promotions. Reports help you see which employees are going above and beyond and those that are needing extra motivation.
Universities have to work as cohesive unit to be successive. Our customers tell is us what is needed for them to do their jobs and we are able to divide the work amongst our staff to continue the quest quickly.
Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Customization without the need for lengthy contacts with tech support. Non-technical team members should be able to resolve malfunctions with the interface and its components.
A mobile app would make resolving work orders in the field easier. Without the need for a PC-like device to access the program. Many times, weather conditions are not kind to tablets. A cell phone is more reasonable.
I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
It's hard for me to speak in detail about implementation since I don't overlook that part of the business, what I do know, however, is that on the day my business partner said we were getting, we got it, and were using it the very next day. Knowing my business partner like I do, if there were any problems I'd have heard about them, several times, and with increased frustration. His silence tells me all I need to know. Since then, there's been absolutely no problems whatsoever.
There has been less downtime due to incompatible upgrade elements in our environment. EasyVista is takes hours not days to troubleshoot and resolve any functionality errors. Tech Support has been more helpful and reachable.
Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base CRMs. Zendesk Support Suite is good in time-tracking but not really effective in calculating turnaround times. Freshservice is very technical. Freshdesk is a combination of all three. It is a one-stop shop and is great for its price.
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
Our resolution time and turnaround time have decreased dramatically.
We are able to easily keep track of our support performance.
