Freshdesk

What differentiates Freshdesk from other similar products?

When I was working for a company, we utilized Freshdesk to manage support situations from customers who had problems with a wide range of goods. Clients used to submit tickets on Freshdesk when they ran into problems with the implemented products (ERP software, for example) and wanted our help fixing them.

What is your favorite aspect of this product?

If you only use one platform for incident management, make it this one. It will provide you with a wealth of useful tools, such as the ability to easily create tickets, track their progress, collaborate with colleagues internally, set and monitor service level agreements, and view real-time information about who is viewing tickets.

What do you dislike most about this product?

Truly, I am unable to recall ever having seen any. It worked well for me, but there was one snag: as a developer, I occasionally needed to transmit code, but Freshdesk's internal security screening prevented me from doing so.

What recommendations would you give to someone considering this product?

Since I am a happy customer, I have used this app for a long time to deal with client issues. I find it particularly useful since the time I began receiving alerts whenever someone reported or updated an incident that involved me; these notifications allow me to coordinate with my team without alerting the client.

What differentiates Freshdesk from other similar products?

In terms of handling inquiries, problems, customer service and post-service requests, Freshdesk allows a variety of operational activities to be carried out on tickets, and the user experience is good, to allow agents and supervisors to work in the instance efficiently.

What is your favorite aspect of this product?

Ticket automations and updates, Link with social channels, excellent handling of Outgoing Emails, Possibility to create templates, The web interface is very nice, We have the options to configure everything as it suits us best.

What do you dislike most about this product?

Browser-based app has some issues with shortcuts for canned response links and support articles

What recommendations would you give to someone considering this product?

customer service emails, FOH and BOH are areas in which he performs very well. Provides a personalized experience, especially when more than one support agent may serve a customer

What differentiates Freshdesk from other similar products?

With Freshdesk we have been able to give a faster and more timely response to our customers and our agents work in a more organized and efficient way, being able to handle more requests in less time, thanks to the issuance of customizable tickets. Just what the company needed to build trust and have a smoother workflow.

What is your favorite aspect of this product?

The best thing about this software is that it is multichannel, allowing us to be always in touch with customer demands by any electronic means: Gmail, social networks, telephone and even forums. Also all reports, requests and incidents that arrive through the different channels, are converted into a ticket achieving an efficient workflow.

What do you dislike most about this product?

Its technical reports could be better and with more details to know the progress and progress of the department. It also does not allow surveys, a very useful tool to know the customer experience with our services.

What recommendations would you give to someone considering this product?

It has helped us a lot in terms of customer service. It is a fairly easy to use software and all its functions are very useful and necessary to make the work of the agents and customer service agents much easier and faster. We highly recommend it to small and large companies.