Freshdesk

Great ticket management software

Comments: I would gladly recommend FreshDesk as a very competitive option if you are evaluating ticket management software. The whole implementation could be done by us in a manner of hours and they have an academy where you can get a certification and learn how to deploy it.

Pros:

FreshDesk is one of the greatest ticket management software. It has a marketplace with addins that can expand it's features and possibilities and is easy to use. We deployed FreshDesk looking to upgrade how we managed out customers.They are now impproving with AI features.

Cons:

The customer portal is a little bit dissapointing and can't be customized for every client. The contact management and arcade (gamification) features could be better, although they work.

Alternatives Considered: Jira, Zoho Desk, and Help Sumo

Reasons for Choosing Freshdesk: We needed a better way to support our clients and SLAs and time tracking where urgent.

Switched From: Trello

Reasons for Switching to Freshdesk: Cost +features and it should cover the most important requirements we had at the time.

Excellent customer support ticket system

Comments: Our team 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.

Pros:

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.

Cons:

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.

Great service for use within small companies.

Comments: Overall we have enjoyed using fresh desk (Free) we do not plan to upgrade in the near future. Although we are looking at some of their other solutions

Pros:

Freshdesk has a free plan that is very useful for our internal use. it is simple and easy to get along with

Cons:

there is some limitations of the free plan. not major for our company

Lacking rudimentary filter/show by date range feature, terrible for recordkeeping

Comments: Mediocre at best - it does what every other support desk system does - assign & distribute tickets, some automation etc. etc. I've submitted the above feature request for very basic date based filter & displays that any email system should have and what is supposed to be an advanced business management tool completely lacks this.

Pros:

For years I've been asking for date filters - something as simple as "see all emails sent by this client between 2020-04-10 to 2020-04-15" - NOTHING. To make matters worse, when looking at older emails in a list, it doesn't even show the date - it will show some ambiguous phrase like "About a year ago" which lumps in a 6 month period. If you want accurate tracking of communication, forget it. If you have one off emails that you'll never need to see again once resolved, maybe. If it weren't for the fact we have so many existing records with this company we'd switch but we are stuck, and years of asking them for a simple feature to either allow date based searches OR at least display actual date of email, has been futile. Regret having chose this as our support desk provider for our team of 8!

Cons:

The lack of basic and very simple features such as filtering emails/communication by date, or even displaying an accurate date. What business runs on emails that show the date on a list as "About A Year Ago"? Absolutely horrible for business management or record keeping. If you want to manage long term relationship with clients and be able to look up conversations quickly, DO NOT USE FRESHBOOKS.

Freshdesk is very helpful

Comments: The overall experince with Freshdesk did for me is combine all channels customer flow at one place, now every comment/ post/ Dm turns into a proper ticket and assign to a dedicated support staff, doing this way we never missed any single query from customers and we have properly self help automation and data export options.

Pros:

-combine all the chanells to one place - Turning every query into ticket - Self help automation - dialer integration - - data export options

Cons:

Nothing so far, every time i reached out to support they always proved the best possible resolution to the query. and price is little high