Overall Satisfaction with Freshdesk
Since 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.
There are many limitations in both ticketing application software we want a low-cost application for a small solution here the following things
By Cost: Zendesk needs basic plan cost and Zoho Desk basic version is free to use.
Features: Since Zoho's provides basic free cost solution I found various limitation in the customization like categorization in KB which struck me.
Knowledge Base: Foud Freshdesk Knowlege Base is much better than the others.
By Cost: Zendesk needs basic plan cost and Zoho Desk basic version is free to use.
Features: Since Zoho's provides basic free cost solution I found various limitation in the customization like categorization in KB which struck me.
Knowledge Base: Foud Freshdesk Knowlege Base is much better than the others.
Not available