Ticketing Tool That Fulfils Business Needs But Need Support Improvement

This is the tool that we had integrated into our business since we started a business. This is a free forever tool that every business can use for their help desk portal. This tool is used by lots of companies due to its cheap plans and features. We are also using this help desk tool in our business for a specific category. If you want to provide support on the social media platforms and convert social media messages, and comments as tickets then this will help you to integrate with your social channels easily. We are using another tool Raiseaticket for creating tickets but it has limited to social channels. So hele Freshdesk helped us. As per my experience, their support system is very bad. They don't respond to live chats or tickets on time. Sometimes they ignore your queries and close ticket from their end without any information. Team management is easy and you can add multiple agents here with a free plan also. With a free plan, it is providing the required features that are best for SMEs.

Yes completed agreed that Freshdesk has helped us to achieve customer satisfaction. With fast ticket creation, agent assigning, knowledge base tool, social media integration, etc it helped us to resolve customer queries in a proper way. With canned responses, it is easy for agents to reply to customers fast. You can manage tickets from the dashboard. On resolution, you can mark the ticket as closed. Due to Freshdesk we decreased our customer queries and increased sales queries which moved our business to the next level.