Freshdesk

Freshdesk is one of the best support tools that I have used. It helps me and my organization to communicate with our clients regarding the issues they are facing by converting the emails into tickets. Based on the different tags, created date range, priority, etc., we can easily filter the tickets as required. It also contains knowledge base navigation where one can share the files as a solution. The interface is so simple and easy to use. It also allows us to create our canned responses. Not only that, I can easily view all of the contacts and their contact detail. It also has [the] feature of integration with Facebook and other social media apps.

This customer support engine configuration tool has a design adaptable to technical support services, with management and reporting tools that are very easy to configure. What we like most about Freshdesk is that there are many options to choose from within the channels that the platform allows us to add to our management, and in our case, our favorite of these channels is the customer chat system.

Freshdesk features powerful suite of tools that sustainably grow the customer base and continuously drive growth of the entire business. The sales agents work on tickets that are appropriate to their expertise by using the Freshdesk ticketing module to drive customer happiness. It has a ticketing helpdesk that includes several channels of engaging customers such as chat, email, forums, phone and social media.

We used Freshdesk for over 10 years and it became the hinge at the center of our process for supporting clients and tracking our [team's] response. Freshdesk makes managing incoming requests simple. Routing, merging, tracking, and reporting on tickets [are] set up to make your job easy and not make you a slave to data. Our creative team with hundreds of clients used the system all day every day.

We use Freshdesk only within the advertising department. We use it as a ticketing system and for operational purposes. We use Cognito Forms in conjunction with Freshdesk. Freshdesk serves as our service hub for account managers, sales representatives, advertising operation managers, and the fulfillment team. We get sales orders and they go through Freshdesk to be fulfilled. We use tags and other features within the platform.

Customer service solution that is used to manage omnichannel customer engagement, ensure quick query resolution and monitor customer communication conviniently.

We 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 helped us with customer queries and ticket resolution. Our Customer-Facing department used it for customer queries and complaints. it is can be integrated with email and sheets. it has an auto reference system and very easy to use. It has a follow-up system and also it helps us to track complaints and issues.

We use Freshdesk to support all departments with issues that arrise. Users report issues and support staff are able to review the issues and triage based off of need and importance what to focus on. The system is used to request approvals for equipment and/or repairs. The system also holds all of our FAQs for users to easily access information without having to interrupt someone else.

All-in-one customer service platform used to empower customer service teams so that they can deliver unified customer service experience and elevate customer service across all support channels. There is intuitive collaboration across the organization to solve customer issues faster and automates agent workflows.

It is excellent that the base price proposed by the Freshdesk platform is only $19 per month. This is more than enough to give us complete control of all the finances of our organization entirely from its web extension, without the need for installations, which at the same time facilitates the transfer of information from our accounting books to the cloud.

It is a nice helpdesk tool. The main problem that I solved was addressing the tickets to the right agent using automations. The reports also help me to have a visibility of what is going on with my team. The other feature that I like is Field Service Management.

Freshdesk allows us to track issues and roadblocks for our many customers and with a decentralized workforce very efficiently. Every incoming contact gets put into a ticket where we can keep track of progress towards resolution as well as communicate back to the customer any troubleshooting steps we have or notification of a resolution.

We utilize FreshDesk for our customer support division as our primary communication tool for our customers. Prior to this, we utilized Salesforce, and prior to that we utilized ManageEngine SupportCenterPlus. Freshdesk offers a modern UI and features that were either lacking, or too expensive to implement with Salesforce. Along with being user friendly for our support personnel, it has been easier to get customer's onboarded to the system to view their ticket statuses and provide updates right from the system. Freshdesk allows us to channel many emails from across our national customer base all within a system that can delegate them to the right support rep and specialists without missing a beat.

We use Freshdesk as our ticket management tool for inbound support requests from our B2B and B2C customers. Our organization only handles electronic interactions via email, no chat or phone support, so we haven't explored Freshdesk for these support channels. For our needs, Freshdesk strikes a great balance of features, reliability and cost. The user interface is simple, intuitive and easy to learn, making onboarding simple; it is the easiest tool we use in our stack, which is great. It's also the one we use the most given that it is a running record of customer communications.

We needed a help desk solution for a small team at a website hosting and support startup. We needed a solution to help ensure that support requests didn't slip through the cracks and go un answered, and Freshdesk helped us gather and process support requests from our customers and respond to them in a timely manner.

Freshdesk was previously used within our company as our CRM, external email software, and to create tickets between teams. Although primarily used by our client-facing functions, most teams within the business have some day to day use of Freshdesk. We have since moved on to to use Salesforce for these functions.

Every department uses Freshdesk - we have different groups and within them are the different representatives within those departments. We use this to allow customers to create tickets, and we are able to move and assign them between departments easily. We can communicate to clients and internally within each ticket. You can attach files and track work flow transitions.

We use Freshdesk for our email ticketing system. It allows incoming emails to be diverted to correct teams where individuals on that team can take and respond to the emails. It also integrates with our online chat system (SnapEngage) to record our completed chats as tickets for easy accessibility and quality assurance purposes.

It is only being used at the department level, not by the whole organization. It is being used mainly as a helpdesk system, for tracking requests from users. We have not really taken advantage of yet of some of the other features of the system, such as the knowledge base or forums. It addresses the business problem of having a good tracking system for keeping track of all user requests and being able to easily assign the requests to technicians, or other teams within the organization. It is a central place for not only keeping track of requests, but also adding notes for each request, and having a record of those.

Freshdesk is being used by our organization mainly for the knowledge base. It addresses many problems for both the customer and internally for FAQS, how-to's, customer service and technical info.

Freshdesk is a very flexible platform for customer relationship, very well suited for sharing and gathering information with our external customers via different common channels such as forums, chats, and the social media. We receive (or convert from channels) tickets from our customers, route and notify them the respective agents and the customer, and track their lifecycle - all automated inside Freshdesk. As it's a Cloud-based, web-accessible application, you'll have no problem at all using it through a wide array of web-enabled devices such as mobile phones, tablets, etc, and without the need for a VPN (Freshdesk provides you with your own SSL-secure URL, and gives you the option of using your own if you want to), and it has a native integration with Facebook and Twitter, among others, so your FB page can convert automatically all, or selectively, your customer's posts into Freshdesk tickets. We use Freshdesk across our entire organization because of this interesting and flexible feature; we used to depend on Community Managers before to surf through our customer's inquiries in Facebook, and now we have automated such process.

We 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.

Freshdesk is our current IT ticketing system. We have opened it up to Workplace, and I believe one other department uses it on a different instance. The system allows us to track the amount of work done, and provides a resource to refer back to in case we have repeat issues. We have started using the Solutions feature to provide users links to easy-fix solutions

Typically the sales and support teams are the primary Freshdesk users. We forward specific questions to our technical team when necessary and sometimes they will respond from Freshdesk as well. This mainly helps us keep track of the different support queries and bugs that might pop up as well as incoming leads.