Freshdesk is a force multiplier for a tiny customer service team!

I'm a huge fan of Freshdesk, and we're not even using the full functionality yet!

Prior to Freshdesk we were managing customer service via email and social media, and it got very messy whenever more than one person needed to touch a request. Lots of requests got missed, and it was very difficult to check what interactions we'd had with a customer previously.

We implemented Freshdesk with email and Facebook integrations, and it was an immediate improvement that got even better over time as we set up canned texts and internal processes. We're also looking at implementing the customer portal in the future, although we didn't have the time to look at it previously.

Some of the most valuable features include: threaded messages, tickets automatically reopen when a customer replies (automation available for Growth and above), being able to search the history by name, email, and keywords, being able to filter by ticket types and tags, being able to set up custom canned text to answer all our most common inquiries quickly, and the ability to bulk edit tickets to reply when there's an incident that causes a flood of people all asking the same questions and needing the same update.

I haven't made use of the AI-powered automations yet, but being able to handle both email and facebook messages/posts from one platform with an easily searchable history, the ability to set up easily applied "canned text" answers, and the ability to bulk edit when needed, has been a great tool for improving customer satisfaction and also gathering feedback for product improvement.