Freshdesk

What differentiates Freshdesk from other similar products?

Freshdesk has a wide range of essential services, including live chat, email, phone, and social media support channels. The software is cloud-based and easy to use, with clever automation capabilities that guarantee things are done easily and quickly, resulting in more efficient corporate operations and a better customer experience.

What is your favorite aspect of this product?

Our staff were able to automate and monitor a number of our process workflows thanks to Freshdesk's help. In addition, it is a better choice than emailing support questions and concerns. Freshdesk allows our clients to see their ticket status and ticket history, as well as submit their comments and rating, which simplifies the process of providing excellent customer service.

What do you dislike most about this product?

Upgrades to Freshdesk's reporting feature are, in my opinion, overly pricey for individual agents and users. There is a good thing about Freshdesk's free trial plan since it allows us to test out their vast variety of services before making a decision on whether or not to upgrade our business.

What recommendations would you give to someone considering this product?

As a customer service platform, Freshdesk has the ability to give a top-notch Service Level Agreement. Customer emails are instantly converted into support tickets in Freshdesk and may be organized in various ways. Agents will be able to easily locate the issue type by tagging tickets accordingly. Every time a modification is made to a ticket, a notification will be sent to the client and agent.

What differentiates Freshdesk from other similar products?

To get things done fast, the menus are easy to use, but there is still a lot of power and functionality available to power users who dig a little deeper. Our group has had great success with it. Notes may be sent by users, which is a great feature. In addition, the API was simple to integrate with our existing tools. The software's appearance and user interface (UI) are both pleasing to the eye and intuitive to use.

What is your favorite aspect of this product?

The ticketing system works wonderfully, and there is a lot of assistance available to help you learn how to utilize it. I've had zero downtime since implementing the program, which is critical. I've been using it for many years to keep track of all my tickets, and it's worked flawlessly without the trouble of maintaining an internal system.

What do you dislike most about this product?

When you need help from customer service, it might be difficult to get it, and when you do, it can take a long time for them to respond.

What recommendations would you give to someone considering this product?

Tracking ticket requests through email is a useful feature. Allows for a more efficient approach for assigning tickets and resolving them without having to check an email inbox.