TrustRadius
https://media.trustradius.com/product-logos/aA/P4/O750T2T3N4XT.PNGFreshworks IncTrack your tickets and take care of your clients!2019-08-21T14:12:42.300ZWe use Freshdesk to open tickets for our internal help desk and reporting platform errors but we also use it to communicate with clients. They report platform bugs sometimes. But mostly it is used to keep the communication nice and trackable, as in the past we only use e-mails and a lot of them got lost or were difficult to track and led to misunderstandings with our clients.,Keep track of tickets.
The tickets are easy to find on the platform, and the interface is nice and neat.
Allows users to redirect tickets, to add notes, etc. It makes the experience of solving problems better.,The tool to make lists of receivers etc. is not so intuitive and not so easy to configure.
When the company starts to grow and more users are needed it could turn into an expensive tool.,Now we can really track our client's requests and solve them quickly, so our relationship with them is better too.
It has become easier to redirect requests and prioritize them, letting us be able to see when something is urgent.
It's easier to find old requests or bugs reports.,7,,Asana, Google Drive, WordPress,100 to 500 per weekMaría Lucía SantagataA very well designed helpdesk app with great potential2019-08-04T01:47:29.623ZWe have been running Freshdesk for the past 3 years to assist our clients, vendors, and external consultants.
Freshdesk is a cloud ticketing system, which works great both internally and externally as a helpdesk solution for all incoming queries. We receive requests regarding a wide array of information, such as projects, pricing, support, payments, invoices, holidays, and more.,It's easy to keep track of all incoming tickets.
It has a great system for documenting a complete history of a contact by being able to quickly bring all the recent tickets.
A decent and helpful customer support team.,There are limited options for the customization of scenarios, keyboard shortcuts, and automations.
The statistics dashboard is nice, but we would like to customize it for our needs by dropping the fields we have no use for instead of those we would like to see.
Many useful features are available only for the higher price brackets, forcing the users to upgrade them also, along with the features that are not needed.,We were able to streamline all incoming queries into one tool, which saved us a lot of time and resources in the long run.
Our clients appreciate the timely responses from us, making our agency look more professional.
As the system is quite polished right out of the box, we did not have to spend outrageous amounts of time on the initial set up.,9,Zendesk, LiveAgent and JitBit Help Desk,Adobe Campaign, Microsoft 365 Business, Malwarebytes, G Suite, Squarespace, MyMediaRoom, DocuSign, Justinmind, Weebly, Evernote, PushApps, Asana, Amazon S3 (Simple Storage Service),100 to 500 per weekAdam FarrellThe best tool for Services Helpdesk2019-05-14T18:36:10.757ZWe are using from the end 2018 when we find some solutions for Ticket Helpdesk, Devices Management and License Management. This system provides support to all employees to register their ticket, propose their equipment and for IT Department to manage. Almost all IT at the company have some services to support their employee but we cannot calculate total time, cannot know exactly how many tasks they take do it usually. After applying this tool, we can control it by:
- Logging all of the tickets to the system
- Managing License compliance
- Managing Devices
- Doing an audit can be supported anytime.
- Real-time to get the report and no need to prepare for the server.,Ticket helpdesk: Can register ticket to The system by email or Portal link
Manage IT Assets: Can manage by agent or agentless. It can scan all devices on your network
License Compliance: The system will record all software installed on your devices
Contract Management: can manage all contract and notify the expiration date to I T,License Management: Fresh Service is still developing its application on SAAS, it should have more detail to make a license report
Services catalog: it is not full and easy support for admin
Contract Management: should have some add-in support for budget calculation,The First ROI: Ticket support - It supports all IT departments register their job and send it to the manager
The second ROI: License management - Support is quick for audit from Group and Financial,10,ManageEngine AssetExplorer,Azure SQL Database, Microsoft Azure,100 to 500 per week,1400,3,Ticket helpdesk
Manage all assets
Manage all license,We haven't used some function on it(Project),Contract management
Budget management,10,Yes,Product Features
Product Usability
Analyst Reports,1. I am always trial product first, sometime I will work with some tool
2. Send the result and trial to boss and Team
3. If it is enough for company, I will propose,Implemented in-house,No,Change management was minimal,Training for end users
IT gets a ticket and close ticket
Provide the tool with other department,10,Yes,10,- When I have a problem with ticket helpdesk tool, I am looking someplace and this tool is supplied me,Submit a ticket to get support from IT Team,Integrated Freshdesk with other product,Yes,10Victor VũFreshdesk is great for managing tons of requests!2019-05-13T20:26:38.789ZUHM uses it across the whole organization. We use it heavily in our IT and Marketing Dept. It's our way to filter out and track requests. We also track how long it takes to solve issues. It provides valuable insights into how we work internally. This tool allows us to remember to follow up with our partners and engage other people within the dept or other departments.,User-friendly
Holds users accountable
Creates great follow up activity,No project management board
Spam filters can be effective or hurt the user
Sometimes limited features,Requests get seen all the way through.
You can see who on your team is working the hardest to complete tasks.
Items don't get lost.,9,Trello,Adobe Captivate, Adobe Illustrator CC, Hootsuite, MS SharePoint, Zillow, Airtable,Fewer than 100 per weekRachael OssovickiOrganize customer support with Freshdesk!2019-04-20T22:24:13.073ZWe are using Freshdesk as the hub of our client service process for the whole organizations. Our goal is to have all electronic communications go through Freshdesk and then assign the tickets once they are reviewed. This solves the problem of client communications being buried in our associate's email boxes.,Freshdesk is a great repository for communications from customers, leads, etc.
Freshdesk allows communications from many different channels.
The application is totally cloud-based.,I would like the ability to customize default information to fit my industry.
Include more social network channels.
Increase the number of integrations.,Freshdesk has reduced the amount of time we spent looking for emails in our Gmail.
Has allowed us to scale when needed via the day pass function.
Firm productivity has increased due to spending less time chasing data.,9,Zendesk,Freshsales CRM, Adobe Acrobat DC, AWeber,100 to 500 per weekJames E. Heyward CPAStop Wasting Time in Gmail and Get FreshDesk2019-05-11T22:29:07.445ZSimply put, we use FreshDesk because typical email platforms don't get the job done well. When working with hundreds of customers, to get their feedback or resolve an issue, organization of those emails becomes a priority. Setting up some folders in GSuite isn't the best way to get it done. FreshDesk offers canned responses, filters, and categories to organize email inquiries. My favorite part is being able to open an email from a user and see if they have emailed us in the past. It helps to read a little history to better address the current request.,Canned Responses. Ready-to-go emails that will serve you better than copy/paste.
Organizing emails by priority and topic. I can see what I need to respond to quickly or not.
Email due dates. Encouragement to make sure you are replying to users within a reasonable amount of time.,Nudge reminders would be nice. Sometimes because of the filters set, emails can get lost.
Better U/I to know what profile/filters are able to be made.,7,500 to 1,000 per weekVerified UserFreshdesk for team efficiency!2019-01-08T20:57:51.474ZWe use Freshdesk to aggregate support requests from clients. I've added several key members of my team as Agents, so tickets can be assigned directly to them and they can communicate directly with the client for resolution. Freshdesk streamlines team communication and allows for expedient resolution of client issues. Agents can tag each other in notes and easily hand-off or collaborate as needed. It also allows clients to feel confident that a member of the team will be monitoring the support inbox, whether I'm directly involved or not. Adding my team to Freshdesk provides me the flexibility to run my business without being overwhelmed by it, so I can do things like travel or manage other projects without being derailed by daily requests. My team includes a WordPress support technician, a developer, myself (business owner/designer/developer) and typically a project manager who can field/assign requests to specific team members as needed. However, I have it set so that Agents can see all tickets that come through, so they can pick them up as they see fit, without relying on designated assignments.,The new interface is very clean and easy to navigate.
Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
Easily integrates with custom domains for seamless client experience.
Tagging and reassigning is easy.
Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
Lots of great features within the free plan.
The free plan allows for a fair amount of branding/customization of client portal.,The login solution drives me nuts. As an Agent, I have to login at a separate domain than my branded portal, which is confusing for new team members and adds several steps to the login process. This is particularly cumbersome when trying to use 3rd party integrations that require Freshdesk login (like Shift App for Gmail).
Integration with Asana is clunky and doesn't allow for easy use when there are a lot of clients/projects in Asana, so we end up just manually adding tickets as tasks in Asana.
A style refresh to the client-side portal would be great. It's a bit clunky and even with customizations, the default solution feels a bit dated.,Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
Ease-of-use minimizes the need for individual training and shortens onboarding time.,10,,Copper (formerly ProsperWorks), Hubstaff, Asana, Everhour,Not available,9,9,,4Jennifer HessFreshdesk: a leading solution for service desk management for small business2018-12-15T17:40:50.450ZFreshdesk is a market leader in the space of helpdesk solutions. It allows management of tickets, knowledge base for staff and community functionality for users. It helps in managing multi-channel support over phone, email, and live chat. It has features to convert email to tickets. It allows customers to vote on ideas which can then be incorporated into the product. It integrates well with other business apps.,Freshdesk is easy to use and setup.
Ticket management for tracking issues works very well.
Multi-channel support includes live chat, email, and Phone, which is very useful.
The product support team is responsive.
The product is customizable and you can setup the customer portal based on your needs.,Dashboarding functionality is relatively basic and can be improved.
The ability to detect duplicates/collisions is not available in cheaper versions of the product.,Usage of Freshdesk has lead to increased productivity of the support desk.
It has also led to increased customer satisfaction and easy to track issues reported.,9,,Zendesk, JIRA Software,Fewer than 100 per week,9,10,9,8Naveen GabraniFreshdesk helps me do my job well.2018-11-27T14:37:28.578ZMy company uses Freshdesk to help quickly address and reply to any questions, comments, or issues our clients may be having in our app. Freshdesk is a great tool that allows anyone with a login to see a queue of tickets which can be easily grabbed and assigned out. This way, no messages that are received slip through the cracks.,Great dashboard view for displaying easy to read data.
Great tools like "Discussion" which allows me to "chat" with my team about certain tickets.
A fun point system which tries to make you want to stay on a positive end so you receive positive feedback from clients.,Freshdesk could offer a dark view to bring down the brightness of the app. Reddit has done this recently with "Night Mode." It's easier on the eyes when the background is black instead of a bright white/gray main view.
I'd like to see some improvements on the Suggested Solutions option when replying to a Contact. We use our help pages a lot to link articles to a Contact so they have extra information as needed. If I need to link multiple articles, there are multiple clicks required to achieve this.,Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
Positive: Freshdesk is very simple to use and easy to get started on.
Positive: Their API works well with the applications we use in between our app and theirs.,10,Zendesk,Hatchbuck, Zoom, Zapier,Fewer than 100 per week,10Eric WeissUsing freshdesk in a startup2018-11-23T16:58:20.377ZWe use Freshdesk for various kinds of customer support tickets. We have an integration via API with some forms that customers use to change specific data in our platform. We also receive feedback from direct consultations via email and a textbox in our platform. As we are still a startup Freshdesk is being used by the whole organization as we want to provide a great customer service. We have a room in Google Chat that receives the tickets and we classify the tickets with the type of consultation. Then we assign an agent that is going to take care of the case. It really works well for managing tickets and the new UI makes it easier to work on.,Managing customer support tickets.
Assigning agents to a ticket.
Integration with the whole suite of Freshworks.,Re-assigning the customer that wrote.
Identifying the customer that wrote with a client (account) that you have.
Having two agents on one ticket.,It was very easy to implement.
We managed to reduce the time of response as we organized who had to answer the tickets.
Integration with our main communications channel (first Slack, now Google Chat).,8,Freshsales CRM, Desk.com, Pipedrive and Insightly,Freshsales CRM, Google Ads (formerly AdWords), Trello, Google Drive, OneDrive, MailChimp, Calendly, Facebook for Business, Zopim by Zendesk,Fewer than 100 per week,,10,8,Ignacio CruzFreshdesk is our best buddy in dealing with customer support tickets2018-11-23T16:51:47.100ZWe use Freshdesk to answer all tickets that are coming from our clients. We assign the tickets to the relevant member of our team who can address the issue that the customer has sent to us to resolve. It helps us in having a centralized area where we gather all messages from all of our active clients and deal with their requests and complaints.,Freshdesk allows us to set the priority level of all ticket request from low to high then urgent.
Each of the users sees who is handling a specific request as of the moment.
It allows us to set the status of the ticket from Open to Waiting on Third Party. This is really helpful since we can track which ones is closed and which ones still needs our attention.,It allows you to add a "Note", but I believe there's must be a discussion box for each ticket for any tickets that may need inputs from multiple people.
It should also to add more than one assignee, so that if the ticket needs input from two or more people then everyone will be updated with the progress.
I'd like to see a more appealing user interface because customer support people are stressed sometimes, they should see a more lively or bubbly design.,It has allowed our team to focus on things that matters most on each project so it did increase our efficiency.
Overall, we did have more happy clients which increased our client retention percentage and increased our client's lifetime value.
We have been more organized in dealing with all the requests so it did lessen our stress level.,9,Zendesk,Fewer than 100 per week,8,10,6,6Brent Lionel MausisaFreshdesk - Simple and Easy to use. Easy to expand. Reporting could use enhancing.2018-11-21T15:48:37.081ZWe started using Freshdesk about a year ago and it was just for use in our IT department to track issues and enhancement requests. It was so useful and liked that several other departments became very interested in it. It was expanded to our commissions department, HR and accounting rapidly. We are actively developing integrations with outside partners so we have one location for users to go to address their issues or requests, even with the solution is completed outside our company walls.,We use Freshdesk to track issues that are reported to us. We want to make sure that nothing falls through the cracks.
We also use Freshdesk to store our knowledge base articles so that there is one place to go to for finding solutions to individuals issues. These articles can also be published to the self service portal.
We like how Freshdesk allows us to distribute the workload among our agents. The reporting allows us to see who is carrying their load and who is not. The numbers just don't lie.,There is a bit of work and technical expertise needed when doing API calls to pull and push information automatically into and out of Freshdesk. The good news is that they have the API to allow this.
There were times we struggled getting the automatic assignment of tickets to go to the right location using the dispatcher. We found the order of the rules makes a huge difference.
It does take a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets it gets easier.,The best return we have received is having one place to store the tickets
We like how we only have to pay for the agents who work on the tickets and not for everyone who could potentially open a ticket.
We can now more easily understand our most common issues that reoccur and allows us to put time and effort into coming up with solutions to solve the root cause of the problem.,9,SharePoint CRM and Freshservice,Amazon Redshift, Amazon Elastic Compute Cloud (EC2), Toad Data Point,100 to 500 per week,8,9,6,7Gary PopeFreshdesk is a great customer support app2018-11-20T18:10:22.490ZFreshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.,You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
All the tickets can be managed in one location.
After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.,Automatic closing of tickets when a customer doesn't respond to a request for more information.,We are able to track repeat problems to identify if there is an ongoing issue.
Our Facilities Department is now held accountable for their performance and taking care of requests in a timely manner.,10,Dude Solutions Asset Essentials,Microsoft System Center Configuration Manager, Google Classroom, Aruba Networks Wireless, Cisco Meraki Systems Manager,Fewer than 100 per week,10,10,12,4,Replacing a projector bulb.
Electrical outlet not working.
Setting up new computers for a lab.
Installing new outlets for a computer.,Tracking repeat problems from the same user to identify the need for training.,Set up bots to answer the most common questions posed to the help desk.,10,10,No,Not really because they are always exceptional.Jeffery AlbertsonFreshDesk to help manage technical issues for customer satisfaction2019-01-31T21:27:22.527ZI've used FreshDesk for two organization that I work for.
We use Fresh Desk to help users with technical questions and issues that they have when using the website and applications. Sales and customer support are the primary users of FreshDesk. Those who send in tickets are free and subscribed users. Questions range from password reset requests to users experiencing issues or bugs.,Keeps track of all notes associated with a ticket.
Easy to manage an insert canned messages.
Keeps tickets organized and monitored.,When I'm typing, my cursor moves from where I am to another place on the screen. Sometimes above the text or back a few spaces. I've seen it do it with without me touching keys or the mouse.
Does not work well with page translations. One site I use is French-based. The site runs slower with page translations turned on.,It helps us separate help tickets from sales tickets.
Easy to manage and customize to our specific needs.
Easy to make notes and communicate with remote colleagues within a ticket.,8,,Fewer than 100 per week,,9,5,Erin HarrisFreshdesk is fresh and easy to use!2019-01-25T17:36:01.562ZFreshdesk is being used by our inbound technical support team. We can receive emails even outside of business hours when our phone lines are off. It then allows us to set parameters to make sure our support team is getting back to customers as quickly as possible. It is user-friendly.,Email
Social media
Self service,Formatting in emails
Formatting for FAQs,Freshdesk has helped us have more satisfied customers.
Freshdesk is easy to use for our agents which translates to their work.
Freshdesk made it easy for us to build a self-service portal which alleviates some customers from calling in.,10,osTicket,Zoom, 8x8 Virtual Office, Join.me,Fewer than 100 per week,9,10,10,10Chianne ShepherdFreshdesk Review2018-12-20T14:17:18.498ZFreshdesk is a tool we use to allow clients to submit help desk tickets to our business. Fresh Desk is very easy to use and has helped not only our productivity, but our communication with our client base ten fold. It allows us the freedom to communicate and help our clients at a manageable pace and takes away the email phone call chain head ache.,Creates support tickets.
Communicates with clients and reminds us about tickets status.
Allows us to manage our team and their support of our clients in an effective and easy to use environment.,The ability for multiple custom auto responders based on type of client would be nice.,Freshdesk has allowed us to increase productivity.
Freshdesk increases our ROI and provides added value to our clients and team.,10,QuickBooks Online, Insightly,Fewer than 100 per week,10,10,10,10Megan De SalvoFirst choice for a quick support channel2018-11-21T23:28:56.241ZSince we are in the technology department of organization we receive many requests to resolve tech issues by employees. so that we are using Freshdesk for raising tickets and resolving the issue through the platform. We also made many knowledge bases which decrease the number of tickets we receive in a day. We also build a knowledge base(KB) that contains known issues in the various applications used in the organization.,Automated ticket generation and sent customize templates.
Build a knowledge base with unlimited categories.
The suggestion in ticket creation: suggest and knowledge base page when I tried to create a new ticket, if a subject word match in any KB.,We haven't found very many cons but I think it should have theme feature so that we can customize theme on the Freshdesk site because in few sections like resolved tickets very less visible in all tickets.
Need more customization features for support portal like increasing fields etc.,It's excellent. Receiving issues in the email are too complicated for us but now we receive all issues or queries in a well-developed platform.
Now we are able to answer all queries on time.
It increases our work efficiency, and after resolving issues we build our knowledge base which helps other to find a solution instead of making more tickets.
The Dashboard and recent activity really help a lot to quick review our work.,8,Zendesk and Zoho Desk,Zoho Desk, Zendesk,Not available,9,8,8,8ayush dwivediI have used and love Freshdesk2018-11-20T17:54:32.149ZIt was used across the entire organization as the main form of a ticketing system and problem solving. We had a large number of emails coming in that needed to be routed to different people and areas and needed a solution to speed up the process and help reduce missed emails.,Automation
Assignments
Tracking,Hard to set up
Training needed
Duplicated some of the correspondence,Helped reduce errors and made us more money
Increased customer retention
Increased our effectiveness of closing issues,8,,Canvas, MailChimp, AWeber, Box,500 to 1,000 per week,5,9,7,9Chris WilkeyClient Request/Ticket Management for Small Business2018-11-19T21:56:45.230ZAs a small business owner with many clients and contractors who service their needs, Freshdesk was an answer to prayer. I was able to solve the issue of client requests getting stuck at the bottom of the email queue. I am not able to prioritize client emails, see their needs, assign them to the best independent contractor who can help them, and no one goes unnoticed or ignored!,Great way to use the service at any level for a great price
Efficient way to catalog all client requests
Simple way to institute a knowledge-base and have canned responses ready to go.,I would like to see my tickets on a calendar view perhaps.,Easier access for clients
Able to give priority to current clients
Fewer emails every day,10,Zoho Assist,Canva, LessAccounting, Squarespace, MailerLite, Dropbox Business, Calendly, Square Invoices, Square Payroll, WiseStamp,Fewer than 100 per week,10,10,10,10Elizabeth PampaloneFresh start to your customer support function - Freshdesk2018-11-18T00:06:59.449ZWe are a product company in business for the last 10 years.
Freshdesk is being used by the entire organization to log tickets from internal users as well as our customers. The tool is primarily being used by the support team to track and manage problem tickets and capture enhancement requests from customers.
Freshdesk provides a holistic solution to address the majority of our needs and it is a single location where internal and external users go to manage their issues, problems and enhancement requests.,Freshdesk is a plug and play solution which does not take a long time to get started
Most features related to a problem management tool are available in the basic version as well
Chat functionality is one of the most impressive features available with Freshdesk. Also, it provides a mechanism to send automated emails to users logging a ticket.
The knowledge management feature is pretty sleek and easy to implement. This provides a lot of value to our customers.,In a ticket if there is a lot of communication then the tool hangs and slows down and using it becomes difficult
Customizing the tool is not very simple. It needs involvement from Freshdesk team.
Access control layers are at a high level, multiple roles for access control will be better.,Freshdesk has enabled our internal teams to be more effective and efficient in performing their duties.
Freshdesk has multiple mechanisms to generate alerts and for people to follow up.
Like I have mentioned before functionalities like real-time chat, knowledge management portal, automated email system make the team look very professional and elegant to global customers.,10,Zendesk,Salesforce App Cloud, Expensify, Strikedeck, Basecamp, Zoho People, Zoom,Fewer than 100 per week,9,9,10,4Nipun MohantyFreshdesk is the best ticketing software I have ever used, Hands Down!2018-09-12T17:25:56.599ZWe use Freshdesk for our entire school district, we give students and staff the ability to enter support tickets or create a chat for their technology issues.,Freshdesk’s automation features are amazing, we have specific dispatch rules set to automatically assign tickets to an agent based on the category selected for the ticket
We utilize the customer satisfaction portion of Freshdesk to see how well our agents are presenting solutions to our students and staff
The interface and design of Freshdesk is easy to use and gives us tons of information to work with
I utilize Freshdesk's API with our metrics dashboard to show how many tickets each agent has,The API documentation could be a little better. I had some trouble at first utilizing the API the way I wanted to
Some of the interface areas could be a bit more detailed. Some of our less tech savvy employees have trouble finding features if they are not labeled.
I've had some trouble in the past with some third party integrations.,Freshdesk has given our technology department a whole new life when it comes to being about to support our customers, we are able to communicate much more effeciently on each ticket.
Our customers are more happy with the details they receive compared to our previous ticketing systems and they love rating their interactions.
Overall switching to Freshdesk has been one of the best decisions our department has ever made.,10,Spiceworks,FileMaker Pro, Jamf Pro,Not available,8,10,10,10Justin ReevesClean and simple - maybe too simple2018-12-28T18:59:53.188ZWe use Freshdesk as our customer service portal. We use it to manage support tickets, and to make sure all customer issues are taken care of.,Good UI - Freshdesk is very clean and easy to use.
Lots of features that are really useful.
A free plan is really nice to have.,It can be hard to find a setting.
Need to upgrade for a custom domain.
Poor documentation.,Freshdesk has made customer service easier.
It hasn't cost us anything.,6,Zendesk,Chrome DevTools, Amazon Elastic Compute Cloud (EC2),Fewer than 100 per week,5,7,4,3Steven JoeFresh 'til Desk2018-08-28T18:54:28.408ZWe use Freshdesk in the technology department of our school district, and students, teachers, and staff all submit tickets via Freshdesk to receive support from the IT staff. This has been working great for us for about 3 years. This gets all support needs in one location, instead of emails to multiple members of my team.,Ticket Management: This allows me to see all my team members' tickets and see who has what and who may need help. It also allows me to track trends.
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!,Customizable data on the dashboard. I would love to see different types of date available to choose from on the dashboard.,Helping make sure all needs are addressed in a timely manner.
Team accountability
Trend tracking,10,Fewer than 100 per weekSteven SmithFreshdesk - the go-to software for Customer Service2018-08-29T18:22:30.647ZWe use Freshdesk for two different Customer Service related uses.
1. Orders from our WooCommerce install get piped to Freshdesk for archival purposes (there is some info that doesn't appear elsewhere for those without access to Woo's Admin side.
2. All Customer Service inquiries. Again for archival purposes.,Easy to search
Easy to setup basic autoresponders or ticket modifications
Easy to do basic training,Tying together multiple responses on the same ticket
The screen UI flow can be improved,Since we have the Sprout (or Free) version - 100% ROI
It has come in very handy for our Distribution Center (see previous comment about info that can't be see w/o Admin privileges on Woo).
We have multiple people doing Customer Service and now there is one place to see what's transpired.,6,,Avalara, Xero, Gusto,Fewer than 100 per week,5,8,10,5,1,Customer Service
Distribution Center Shipping needs
Email archival,10Wayne SpivakGreat tool for great customer success2018-11-27T15:44:28.633ZFreshdesk is our helpdesk platform for all the products we offer. Although sometimes the users write us to our individual accounts, we try to centralize every contact in Freshdesk, to make the best us of it. We are a small startup so it's the only one we are currently using and it is used by about 5 of us. The emails sent by users to our main contact address go directly there and is the way we have to make sure all the questions get responded.,The user interfaces is fast and easy to use (specially the new one they have rolled out not long ago). We could get up and using it right away. It's pretty easy to visualize the unanswered tickets with the predefined filters (at least if you keep some level of "tidiness")
It manages very well and clearly the assignation of agents so you don't mix up the answers. The tickets, even the long ones, are easy to read.
Ticket merging is very useful, because it is usual that the people who contact you write answers in different threads,We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.,Excellent customer experience. We have been able to have a great response timing with a very little team. Of course, it also depends on your team, but it has helped a lot.,10,,Not available,,8,8,Verified User
Unspecified
Freshdesk
129 Ratings
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