Freshdesk

We use Freshdesk as helpdesk tool to support our clients on various of topics. It is easy to configure and use, great UI.

We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.

Freshdesk is used by our support agents to track software bugs and feature requests across our 4 major product offerings. Our Clients also use the support portal to track their own tickets.

I have implemented the Freshdesk solution, quite early in its inception, for another company prior to implementing it in the current one. At the time, it was the only ticketing application that offered multilingual support and at a very competitive price, an important criterion because it was a small company and being a Canadian company, it needed to support both official languages, i.e. English and French. Prior to using Freshdesk, customers requests were done by developers, when they could make themselves available, with no ticketing mechanism and no data was kept about them. It is easy to understand the problems related to this very limited support, no follow up, no knowledge base, no information on previous calls, no SLAs, etc. Now, I work for an international company, dealing with multiple languages, multiple business hours, with agents in various geographic locations and supporting 3 product lines. Freshdesk can handle all of this brilliantly. Here is a very skimmed list of the Freshdesk capabilities and features: Single point of contact (SPOC) for Clients (aka requesters) Automatic ticketing from email or from Chat, Social medias and via Client Portals Multilingual Client Portals with Self-Service Easy to use single support environment Searchable knowledge base (aka Solutions) with articles versioning Basic Incident and Problem Management Tracking solution for all incoming incidents Scenarios automation Powerful yet easy to configure Automations on events "Ticket Creation", "Time Triggers" and "Ticket updates" Issues ownership Various ticket assignment methods (Round robin, Skills based,...) Problem resolution and escalation procedures Multiple agents groups Multiple Business Hours Multiple Service Level Agreements (SLAs) Multiple Products Multiple Agents and Clients Portals based on Product Reporting and very sophisticated Analytics Multiple applications' compatibility (DevOps, Dynamics, Teams and many others) If that was not enough, we regularly receive Newsletters or invitations to free seminars keeping us informed on coming up new features, new releases content, tips on how to improve Customer Experience (CX), what is trending in the support domain. And to top it all, Freshdesk support seems to ignore the expression "The shoemaker is the worst shod" because their support is top-class. Very responsive, professional and obviously, they train their agents very well. I believe Freshdesk offers the best value for the money, and I am very confident in recommending this application.

We migrated from Outlook 365 to Freshdesk as the volume of emails and subfolders was getting very difficult to manage, we deal with an average of 1400 cases/request weekly, the storage and filing of this ship specific request via freshdesk was very easy and simple.

We use Freshdesk mainly to deal with Customer Support - but with some suppliers it also makes sense as many users can access the information regarding Purchase Orders etc. Having several sales platforms globally and being one of the largest companies in our sector, we have three staff who use Freshdesk every day to maintain communications and relationships with both customers and suppliers alike. Before we had Freshdesk it was chaos trying to manage such information using email or Slack - we wanted a service that could consolidate these important communications and give us instant access to them in a organized and time sensitive manner.

Used as a ticketing system and knowledge base. It allows us to handle issue tracking and create articles used for external support and in our apps.

We do all our customer support through Freshdesk. Tickets come in through email, Facebook, and twitter.

I have been using the services of this company for many years and am very happy with their level of service. They always deliver what they promise on time and within budget, which is more than I can say for other companies I have used in the past. Freshdesk is the main ticketing portal, and we created API and Automation to use with other products; this is a good platform for our company.

We use it to find specialist resources required to complete projects for our clients or for an internal development project. Software development and market research primarily. We have also, on occasion, used it for finding marketing people or customer support staff.

Freshdesk gives us a very good solution for handling tickets for our IT Department, our EMR Application, and our HR application too.

I used Freshdesk for the knowledge base, chat, and tickets in the learning management system. Our users can access it directly at the knowledge base or within the learning management system inside a widget. It gives our customers another method of support outside of office hours. I support my customers via Zoom, email, phone, knowledge base, ticket, and chat.

I am the Performance and Reporting Manager and I track and report many metrics to track our performance and quality of customer support delivery. We use FreshDesk as our CRM Ticketing system for Calls, Tickets, and Chats. This product works very well for us. It's very stable and the user interface is easy to teach and understand. I mainly use the Analytics (Reporting) portion of the system. It works very well and sharing reports is easy and can be automated. Even better than the product is the Customer Support. It is world-class and no matter what size your company is, FreshWorks will make you feel important and a high priority. I would recommend them to any company.

Customer support for clients. Support tickets and knowledge base articles.

We use Freshdesk as both a customer support desk and a sales CRM for a team of 20. We used to use Zendesk and Zoho Desk from 2015 to 2017 and moved to Freshdesk in 2017. The product is great. We are an ecommerce store in India that sells high-end headphones to a passionate growing audiophile community. Freshdesk has strong automation features and a simple and comfortable UI for our use case.

We use Freshdesk to manage support tickets from our customers. We also use Freshdesk to provide answers to frequently asked questions and to access longer how-to articles on various topics about using BoardSpace. Freshdesk is embedded in our application, enabling users to request support as they encounter any issues with our software. Automatic responses from Freshdesk reassure our customers that their request has been received. Ticket request notifications are integrated with Slack to ensure that my team receives them even when away from their desks or on weekends.

We are a tracking and reporting software that helps online marketers understand traffic trends and the associated costs. We use freshdesk as our support ticketing system for our customers. Support issues include items such as software bugs, general questions, requests to enable new features, and more. We also use Freshdesk to host our knowledge base of help articles.

This platform is good for managing the client database regarding their queries and solution.<br>I can give a good reply with Freshdesk in-built formatting options. This also has the option to annotate the uploaded images. Also It saves the typed message in case we reload the page somehow. Overall I found a good platform for customer service.

We use Freshdesk for Customer Support. Our complete customer support is based on Freshdesk. Our Apollo 247 app and website " Help Section" is integrated with Freshdesk. The complete process for handling a query happens over Freshdesk with the support of internal tools which are integrated into Freshdesk.

I have used the Freshdesk in my organisation as a support incident management system where we were handling incidents comes from various clients based upon different implemented products. The client used to raise incidents based upon different errors which day get or encounter in the implemented products which is like ERP softwares and based upon the issue our job was to solve and all those activities which were involve raising the tickets and acting upon on the tickets was on the Freshdesk itself.

Freshdesk is used to answer customers and fix issues like sending us a text message about the issues they are having, but our problem is the recent update of Freshdesk, and its new setup is an example: canned response doesn't send, and I must make a refresh for the page to send it happens form many times in few mins.

Freshdesk is a ticketing tool that helps connect and heal and manage customer queries and complaints effectively. This helped the organization to improve customer experience by doing data analysis and quickly improving processes and policies. It has a great analytical platform where you can have various reports available to analyze data quickly and present it in a meaningful way.

As an outsourcing company, Freshdesk is vital in our performance management. This serves as the data in or time-tracking system we use to serve our clients. We also use it in catering services for outsourced members. We implement this system in our client's businesses so that they get reports helpful in assessing their offshore team.

We utilize the user-friendly functionalities of Freshdesk for managing our Operations and Customer Support. The CRM offers multiple features that enable our agents to keep track of queries, add notes & tags, share across teams and resolve them in a timely manner. It also offers embedded forms, and responses to be sent to the requester along with the CSAT surveys, essentially helping us understand the general problems that our customers face while conversing/purchasing or engaging with us. Facilities such as scenario automation, merging of tickets, and custom statuses help us quickly take relevant actions in real-time to get the cases resolved within defined TAT.

I am a newer user to Freshdesk, but this allows the active tracking and follow up of our clients needs and noting for fellow team members. This is far superior to the previous system I used at my last job.