A feature-rich application that can improve both your Customers' and Agents' Experience

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 have 60 automation rules defined in our Freshdesk instance, allowing to specify multiple AND/OR conditions either at ticket creation, on Time triggers or Ticket Updates. This allows our client's tickets to be routed very fast to the appropriate group, thus limiting the manual dispatching. Administrators can broadcast messages to agents. Advanced ticketing features allow sharing tickets Ownership, link tickets with common issues via one single tracker ticket (so status updates are distributed to all, at the same time), Parent-child ticketing for more complex issues. This is a very feature rich application.