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Freshdesk - The all in one ticketing platform
What do you like best about the product?
This ticketing platform serves as a single source of truth to all your queries handling.
It comes with a capability to integrate queries we recive from multiple source.
The implementation process is so smooth. In most of other product the we introduce to users this is the only one which had very minimal adoption issue due to its ease of use.
Definatively they have a greater customer support. For all the queries that i have raised so far they helped throught out the process to sort it out / clarified the issue asap.
It comes with a capability to integrate queries we recive from multiple source.
The implementation process is so smooth. In most of other product the we introduce to users this is the only one which had very minimal adoption issue due to its ease of use.
Definatively they have a greater customer support. For all the queries that i have raised so far they helped throught out the process to sort it out / clarified the issue asap.
What do you dislike about the product?
The one downside that i see with this product is the customer succes team. they rarely get in touch with us. when product keep evolve someone has to reachout to the to the customer and explain the new capability of the product. That may lead to new business opportunity to both the teams. I personally doesn't find any issues with the feature capability.
What problems is the product solving and how is that benefiting you?
Earlier in our organisation we didn't had any ticketing tool. Now we have integrated our organizationofficial contact mails. per day we receive around 200 queries mix all request, complaint, feedback. Before implementing freshdesk the managemnet were not sure is all these request are addressed, at what time they responded, is the complaint got reolved what CAPA has taken. now we are tracking all these metric which has led to better customer service.
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Great Ticketing Tool
What do you like best about the product?
The ability to group agents, automate redundent ticket tasks and customize ticket views
What do you dislike about the product?
when customers create tickets via email there is no way to configure the ticket details via email. We have tried having them put a priority within the subject but everything comes in as 'low' and none of the mandetory fields are filled out like they would be if the customer had created the ticket within the portal.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as an IT ticket support portal for our clients
"Practicality, robust and effective," these words summarize all of Freshdesk.
What do you like best about the product?
Ease of interacting with customers.
What do you dislike about the product?
Documentation for integration with Python.
What problems is the product solving and how is that benefiting you?
Service with the entire team, service with the clients
NICE
What do you like best about the product?
Easy ticket system. Easy to help other team members out.
What do you dislike about the product?
to many hands in the cookie jar. both or all team members can be on the same ticket.
What problems is the product solving and how is that benefiting you?
Tacking tickets
Freshdesk automation boosted our referral Leads by 33% and Revenue by 25%
What do you like best about the product?
Freshdesk's automation workflows have been a game-changer for our referral generation process. By setting up a tailored workflow, we've streamlined our operations, leading to a 33% boost in referral lead generation and a 25% increase in revenue from referrals. The platform's intuitive design made it easy to customize workflows to our specific needs, automating repetitive tasks and ensuring timely follow-ups. This efficiency has not only saved us time but also enhanced our team's productivity. Freshdesk's robust automation capabilities have significantly contributed to our business growth.
What do you dislike about the product?
While Freshdesk's automation workflows have significantly enhanced our referral generation process, the dashboarding and reporting features could benefit from more advanced customization options and real-time data visualization to better monitor and analyze performance metrics.
What problems is the product solving and how is that benefiting you?
Freshdesk has streamlined our referral process, boosting lead generation by 33% and referral revenue by 25%. Its automation of repetitive tasks has enhanced our team's productivity, allowing us to focus on strategic initiatives.
We reduced first response time by 80%
What do you like best about the product?
We use automations to do quick clean-up, and are better able to collaborate across teams.
What do you dislike about the product?
Not being able to change the TO field on a reply.
What problems is the product solving and how is that benefiting you?
Analytics - we're able to track our SLAs
A user friendly platform that's easy to use which will give you the results you need
What do you like best about the product?
The flexibility setting up the board to your needs.
What do you dislike about the product?
There isn't anything that comes to mind that I dislike
What problems is the product solving and how is that benefiting you?
Streamlined support system.
Supporting Customer with Freshdesk
What do you like best about the product?
Great automation abilities, cross departmental abilities and reporting.
What do you dislike about the product?
AI tools are not particularly usefull. Some legacy things like manditory default status that could be improved.
What problems is the product solving and how is that benefiting you?
Ability to run our support desk and call centre all from freshdesk
Increased Understanding of Root Causes, Trends and Inter-Business Interactions
What do you like best about the product?
The reporting elements and capabilities are massively detailed and can be tailored to provide whatever data is needed.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
What do you dislike about the product?
Being web-based, it can be a bit clunky.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to monitor my team's productivity to a certain degree, but most importantly it allows me to delve into summaries of query types, root causes and resolutions.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Super Useful Tool
What do you like best about the product?
The important one is automation and saved responses. It saves up time and manpower so the right people can work on the more important tickets instead of blank or spam mails from the customers. This has made us improve our customer satisfaction level and we are also able to track the satisfaction level through surveys. The reporting is super easy on freshdesk, you can compare a large data in very short time because all the options are available in one place. The security is also amazing on if we keep the freshdesk ideal for 30 minutes, it logs you out which ensures safety of data.
What do you dislike about the product?
The time it takes to load the bulk files, and the pre-filled date of the report while exporting as 7 days.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping solve the customer complaint management, which is an extremely important aspect of the company where their customers are completely satisfied and they are not being ignored. The cost that freshdesk is providing is really nice and competitive, the price is completely justified when it comes to features.
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