Freshdesk

All-in-one solution and gradually extendible

Pros:

The analytics are very insightful, it solves for us support management/knowledge base management/customer success (a CRM software provider with 12k clients) The knowledge base management in 6 different languages is very user friendly and easy to manage. We were able to gradually extend the functionality, first developed ourselves to integrate with our backend. Then integrated Chat management/integrated JIRA/ review management (we are still able to extend with chat bot and forums if we want).

Cons:

Maybe the search functionality could be extended, the filters on top of search terms are quite limited.

Great product, bad customer support

Comments: It's quite expensive for small teams which needs advanced features, but in comparison with alternatives, the price is OK. We use it for more than 2 years and it made our work easier.

Pros:

Freshdesk offers a broad list of features you can use in your day-to-day work and is really powerfull tool for your customer service team.

Cons:

Definitely the Customer support of the product. Sometimes it works OK, but sometimes you really wait more than you should to get help with easy to solve problems.

Alternatives Considered: Daktela and Zendesk

Reasons for Choosing Freshdesk: Podio is not really made for customer support teams. We wanted some professional, easy-to-use tool.

Switched From: Podio

Reasons for Switching to Freshdesk: Price, features, contact center

Keep track of prios and tasks using freshdesk

Pros:

The software is easy to use and a great way to keep track of internal team priorities and tasks.

Cons:

The search feature left a lot to be desired.

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.

Good Ticketing System for Small IT Department

Comments: For our small IT department, FreshDesk is a cost-effective ticket solution that works well with our existing IT systems and allows us to keep a mostly-internal knowledge base up to date easily.

Pros:

I really appreciate the fact that FreshDesk allows you to copy other users on return emails; it allows me to use the email system inside FreshDesk and keep things connected to a ticket while allowing other users to just see updates in their normal inboxes.

Cons:

A few defaults (like having to have a defined area for a ticket) are annoying but not burdensome.