Freshdesk Software

History of contacts with customer

Pros

A complete service desk portal, accessible to customer (if authorized) and agent.
The solutions are a very useful knowledge repository with public section and internal section.
The canned responses speed up and standardize the response to customer.
Collect all contact and tickets from a company makes Freshdesk a little CRM

Cons

Sometime a customer reply create a new ticket. The merge function creates many automatic notes that make the ticket reading difficult.

Pros

An easy way for me to submit requests to our webmaster and graphic designer. Allows for attachments and detailed info.

Cons

I have to enter my info in every time - there's no way to login and have the site remember my info.

low cost and low risk to implement. lots of cool features at fraction of price of ZenDesk

Pros

Our support technicians really like the ease of logging cases, metrics to manage defects and cases and the game system built into the product to reward tech's who get customer recommendations

Cons

There currently is no SugaCRM integration, so its difficult to track cases and see the case attached to the customer account record

It is very useful to my job is a customer service representative in dealing with customer's concern and coordinating with the team to resolve problems and different requests received from customers on a daily basis.

Pros

It is a user-friendly and easy to navigate customer service platform suitable for team management whether in a corporate or remote environment. Each ticket created are being tracked from open, pending, closed or resolved status. It also has the functionality to send emails to customers, suppliers and internal members of the team. It is quite flexible in adding different categories which are very useful for the entire organization in different departments in sales, customer service, accounting, billing and higher management.

Cons

To make it more perfect to use is probably add the functionality to be able to send SMS notification and response to different recipients in order to provide maximum customer service support.

The ticketing system workflow is pretty clear and efficient.

Pros

The best feature of FreshDesk is the overall ease of use. On-boarding new CS rep's is a breeze since the software is simple to configure and use.

Cons

My only complaint would be that the one time I called in for an issue, the hold time was roughly 7 minutes

Pros

Having the ability to check and create tickets at ease means that all clients can do so, without any confusion. Being able to customize the fields that are usable by visitors means that we can be really specific in the queries and it helps to know which queries are high priority and which are of a lower priority. It makes the customer support 10x easier.

Pros

First thing I like about freshdesk is easily availability trial, everyone doesn't like to provide credit or debit card detail to try a product or tool. It converts your email into a ticket for fast support.

Freshdesk has a great feature of integrating with apps like Google Apps, YouTube, Slideshare and other widgets that can increase your knowledge and help in providing best possible solution.

It has integrated Live Chat, Phone Support, and others. It also works with productivity tools and your CRM when you need to pull out customer information.

It is worth trying out.

Cons

Is lacking core functionality if your business adheres to ITIL. Some pricing ranges might be costly for some firms.

It streamlined our customer support management, aided in automation of support tickets and helps develop future plans for minimising issues.

Pros

Absolutely love the ease and customizability of setting up and regular daily use. The tools available mean you can completely set up the platform to your own individual business needs.

Cons

The platform pricing is a bit restrictive, it's completely free for unlimited agents yet if you want to upgrade it becomes vastly more expensive.

Pros

Easy to setup and use. Good value for the price. Many of the same features as ZenDesk. Lots of pricing options to fit different needs.

Cons

Included chat has many limitations, some features/functions are harder to configure, phone connection is costly.

Pros

Freshdesk is easy and excellent to use from the administrative / technical agent side. The software is pretty flexible and has excellent escalation metrics.

Cons

I dont liek the way the way customer facing portal requires a login unique to the system, but this is a fairly small nitpick.

Up and running in no time. We're happy we made the move from Zoho Desk to FreshDesk.

Pros

How easy it is to train staff and start using it. We were up and running within a day for most of our support staff. The customer service both phone and email are excellent. Probably one of the fastest and most helpful customer service I have encountered for a cloud-based system thus far. I almost always get through to somebody right away who can help me. It's also great that they have a number of integrations included in most of their plans.

Cons

The navigation is a bit odd at times. While it is simple, some functions such as adding new contacts or companies from tickets should be easier. Also, would be best if it would be possible to remove the "check ticket" button from the included knowledge base if we don't give customers access to tickets. Creates a number of questions otherwise.

We used it for
1. Customer ticket logging
2. Help content distribution

Pros

I mostly used its free version but even in free version freshdesk provide amazing customization and features. Even it has resources section which can act as a FAQ or general help.

Cons

I am looking towards more of a customization where the URL for the resources will not be publicly available but only available to signed in users (my website users not freshdesk users). Freshdesk provides some open-standard customization where this feature can be made available.

I gave a presentation on this software to my co-workers.

Pros

Loved the overall look and feel of Fresh Desk. It was also cheaper than a lot of other Help Desks. They had a lot of really cool features.

Cons

Almost too many features? It was a bit confusing to navigate sometimes, wasn't sure how to hook up employee directory to Fresh Desk.

This software has given our company greater visibility over our customer requests and helps us to prioritize and complete tasks in an efficient manner.

Pros

This software was relatively easy to set up, has many features, and has multiple different pricing options to get the exact functionality you need.

Cons

While there are loads of extra functions, sometimes it may require a higher price point to get a specific function you need without needing all of the other things that come with it. The ability to purchase certain specific features would be nice.

We are able to respond to our customers quickly it's easy for managers to ensure that no one was left without a reply.

Pros

Freshdesk has an integrated customer portal and help docs. The UI is pretty modern and friendly but there can be lots of clicks to get what you want.

Cons

The integration with zoho crm is not good.
Lots of clicking all around.
The customer satisfaction rating system isn't the best so we don't use it.

Streamlined processes in our customer service department. Ease of communication between agents, vendors and clients. Great mobile app!

Pros

The interface is quite flexible and easy to use. Tickets appear in a readable format with great preview features. Sharing information amongst agents and writing internal notes makes communication seamless. The mobile app is the perfect way to manage tickets on the go and keep everyone on the team in the loop.

Cons

There are so many features that sometimes it's a bit technical to understand how to do something, but their customer service quickly helps us to come up with a solution!

We get direct feedback from the customer and our 3 agents provide timely repose to customers.

Pros

Easy to configuration and very quick into production. Even a free version has a lot of features. The product has many advanced configurations but the basic system doesn't require a user to go in details. Thank you Freshdesk team.

Cons

Has some bug. Already reported too. If JavaScript disabled on a website system doesn't work properly.

More visual way of articulating customer requests and gauging needs

Pros

I love the watch feature that allows you to see if another analyst is responding to a ticket. This really help reduce duplicate responses and cuts down on conflicting info being shared. I also enjoy how easy it is to search for tickets using tags, ctegories and names

Cons

Sometimes merging tickets caused threads to be hidden or overlooked. This was mostly problematic when attachments were searched but resided on different ticket numbers though.

Pros

This software is very easy to use. When we rolled it out to our company I didn't need any training to begin using it immediately. The UI is easy to navigate and determine what you need to do to get your ticket submitted.

The system was super easy to submit a ticket through and track tickets I have submitted in the future to get a status. It is also very easy to close out a ticket or to add another individual to a ticket so they can view / comment on the ticket as well.

Cons

I can't think of anything major right now. I believe the software is configurable on the back end to add or remove any questions you need, which is nice. I am only a user but it is super easy for me to use.

Organization of types of problems end users face, training gaps and what time of skills required to manage and resolve these issues. Shared Knowledge base for other techs so they don't re-invent the wheel when it comes to solutions

Pros

Quick setup time and configuration. Right out of the box, does the majority of what people need in a system.

Cons

Can misinterpret general email (spam) as actual tickets. Requires some training on rule creation around handling those exceptions