eXo Platform vs. Freshdesk vs. Stack Overflow for Teams

It is especially suitable for working together remotely or from disconnected locations, allowing them to access collaborative work and tools to facilitate communication. Internal and cloud options also seem to offer a flexible adoption roadmap. It addresses the problems of efficient collaboration and effective communication between employees, particularly with regard to working and completing projects

Incentivized

I believe Freshdesk is well-suited for companies that manage multiple accounts, such as those in the Business Process Outsourcing industry. It has all the necessary capabilities, such as ticket management that uses omnichannel to receive ticket requests from service requests (managed internally) in the system, emails, etc. There are also several workflow automations that can be built within the platform/system. What is lacking is the API documentation, which limits the possibilities for further automations. Overall, it is a highly recommended tool for managing employee productivity and timeliness.

Incentivized

In my opinion, Stack Overflow for Teams is well suited for an organization that is on a hiring spree for the engineering teams. The reason for it is because instead of catering to doubts of new joinees individually, they can be asked to refer to the Stack Overflow and hence will save a lot of time for both new joiners as well as the existing employees.

Incentivized

• I personally love the user-friendly interface. Often you find software which is difficult to learn, and not utilized as often as it should be because of this. With eXo Platform, the interface is easy to understand, and is not particularly challenging to new users and non-tech savvy individuals.
• It allows you to get work done, without feeling like using the platform is part of the actual work. It feels more like a natural system you would use in your leisure time to connect with friends and family, rather than a social intranet designed to facilitate employee communication and help you meet project deadlines.
• The cloud platform allows users to easily share information and files, and collaborate on project work. Another benefit to this is it makes mobile collaboration possible.

• No prior experience with similar platforms is required to use Freshdesk. I found its interface to be quite intuitive, at least for the end user.
• It's easy to connect with other platforms, so you can sync and manage data from other platforms because the integrations work correctly.
• Freshdesk's technical support is quite responsive, with short and effective response times. They have easily handled my questions and issues.
• It has tools for customizing automated chats, answering frequently asked questions before transferring to an agent. Its configuration is extensive and highly customizable.

Incentivized

• Sharing technical solutions to problems we encounter in our internal development environment.
• Sharing best practices we find in external resources.
• Discussions on design patterns and conventions we can use in our projects.

Incentivized

• As the platform appears to be packed with features and functionality it may be a bit daunting at first to get used to it.
• The initial adoption in a corporate setting would involve a number of questions, such as integration with other applications, data migration and security and the optimum adoption road map in order to maximise the benefit from the platform.

• Freshdesk is buggy, full stop. I don't know how many support tickets I submitted related to user login.
• There can be a language barrier with support and sales.
• There were a couple of hours-long outages that significantly impacted my company's customer experience.

Incentivized

• I would recommend an increased engineering focus on the Microsoft Teams integration.
• It would be nice to make more medals.
• Easier ways to earn points.

Incentivized

It is a stable platform that has uniquely solved my issues.

New support agents can learn the system quickly, minimizing training time and maximizing productivity from day one. Agents are more willing to use a system that is simple, reducing resistance to change and ensuring all interactions are logged (a common problem with complex systems). The platform is known for being easy to set up and customize, allowing teams (especially smaller ones) to get started with minimal technical expertise.The platform makes it easy to set and monitor Service Level Agreements (SLAs), ensuring customers get timely responses and helping managers enforce performance standards.

Incentivized

This platform has a pleasant user interface, is very easy to use, and offers a lot of useful accessories and add-ons. At first it can be a little intimidating, but it doesn't take long to get used to it. It is considerably reliable and safe. Facilitates connection and collaboration with coworkers. It provides tools that allow you to capture, organize and act according to the internal knowledge of your team.

Incentivized

Freshdesk is extremely easy to use as implemented it on our own with average technical skills. A lot of the options are straightforward and Freshdesk provides easy-to-understand explanations for some of the more complex-sounding ones. We recently onboarded new specialists and they were able to learn Freshdesk with minimal training.

Incentivized

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.

Incentivized

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.

Incentivized

The eXo platform offers a high quality support, which satisfies the requirements of our company, especially when the platform begins to be used, due to the amount of tools that can be overwhelming. Support responses are made in a short period of time.

Incentivized

Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support

Incentivized

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.

Incentivized

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.

Incentivized

Was a fairly quick implementation for us. However, we are only doing email integration and not some of the more complex integrations that are possible. One clarification on an earlier question. I selected that Freshdesk doesn't have a given feature, but this is not true. I selected this because there wasn't a selection for I don't use the feature. This is a weakness in the survey.

Incentivized

We selected this product firstly because it's easy to use for end-users, even if it's not so simple to configure from an administrative point of view. Managing and tracking overall activities is quite easy and it's also possible to have an immediate vision of everything that is done on the platform. Users feel confident and are encouraged to share resources.

Incentivized

Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our team to grow.

Incentivized

It's easier to use Stack Overflow for Teams Q&A to maintain our knowledge base over time, over the Confluence wikis that we also maintain. You don't need to bother about folders, filenames, templates - just ask a question and answer it or get it answered. It feels less formal, so developers feel more free to add content.

Incentivized

I was not very involved with the purchase/contract (my company purchased Fresjdesk before I was brought on), but I will say that pricing per agent made it difficult to grow our support team. Additionally, we were kind of disappointed after our upgrade because it didn't solve our pain points as much as we expected.

Incentivized

My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.

Incentivized

- good customer support

- personal contact

- usage limited to basic product features, individually designed solutions seem unlikely

Incentivized

• The eXo platform is a great agile tool for concentrating internal human capital.
• It is excellent for improving communication and collaboration between the company and group members.
• It generates an effective collaborative work and maximizes productivity with the improvement of teamwork.

Incentivized

• Increased response times - Client Success maintains at 98% SLA for resolution
• Categorization of feedback and issues - custom ticket fields make it easier for us to review why clients contact us on a high level
• Standardization of internal procedures via templates, canned responses and automations

Incentivized

• It makes the search for answers more efficient, so devs can focus in more important things.
• Knowledge is not lost, even if people leave the company.

Incentivized