Freshdesk

What differentiates Freshdesk from other similar products?

We can work from this program with ticketing tools that help us to effectively connect and manage our customer inquiries and complaints. It serves as a data or time tracking system that we use to serve our customers. It has a great analytics platform where various reports are available to analyze the data quickly and present it in a meaningful way.

What is your favorite aspect of this product?

The look and feel of their web interface is very attractive, We have an advantage of options for customization of everything in conjunction with their mobile app which is very simple in addition to the browser version Even though we are on the free plan, we have had to contact support a few times and they have been absolutely responsive in a timely manner immediately.

What do you dislike most about this product?

Their search functionality could be more extensive because their filters on search terms are quite limited as sometimes the control panel doesn't load, it's just a gray screen. And the fact that you can't modify signatures based on the email address you reply to The tool doesn't know how to override the source address when there is another agent assigned.

What recommendations would you give to someone considering this product?

We strongly recommend Freshdesk, by companies with direct support needs, as for us it meets the standards, In our case we got their free trial to find out if their system had what it takes which corresponds to: customer satisfaction survey, ability to monitor tickets (Open, Solved, On Hold, etc.) and getting the ticket and reports easy to configure and share.

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?

Using the same administration panel, we are able to serve our clients across all channels, social networks, phone calls, emails, websites and SMS messages, ensuring that no request is neglected. You can monitor SLAs, provide self-help, automate workflows, measure metrics, and control everything related to customer support. Find out the average rate of the number of conversations happening in the company and perform the analysis.

What is your favorite aspect of this product?

It helps us connect, heal and manage customer inquiries and complaints effectively. AI-powered support chatbot. Create requests and tickets automatically. Ability to prioritize requests according to their importance. Analytics and dashboard platform. Track SLA and help control the customer experience.

What do you dislike most about this product?

By agency or user, I think it's a bit expensive. The mobile app needs to be improved.

What recommendations would you give to someone considering this product?

Freshdesk is a great ticket management app that allows businesses to efficiently handle customer inquiries and complaints, so I highly recommend it. Numerous analytics reports and dashboards are at your disposal to aid in data analysis, process and policy improvement, and a better customer experience.