Freshdesk

Pros: Efficient with ticketing issuance to streamline the service delivery.
The templates are a great with ease of customization.
Simple, robust and intuitive.

Cons: Excellent templates with customization to suite users needs.

Overall: Exemplary with service delivery with ticketing.
Incredible with collaboration as teams.
Terrific with streamlining business process.

Pros: Good looking, smooth working and highly adaptable. Works like a charm!

The app is responsive on the desktop and mobile app.

Cons: Until now, nothing. Ok, the price is a bit high bit worth it

Maybe an integration of the articles in WordPress blog.

Overall: Great addition to your customer aftersales. The customers love it and the appreciate the fact that they can review their tickets in WooCommerce account.

Pros: It is good in terms of resolving queries for service provider companies of mid level. Assign your queries, reply and resolve.

Cons: There are a few automation with cannot be done in Freshdesk and it doesn't seem quite optimised.

Overall: It is overall a good software to use for resolving user queries however, few things can be optimised.

Pros: One feature that I really liked about Freshdesk Chat is that the platform has an automated system for the management and creation of new support tickets, since every time a customer accesses this live chat and there is no agent available to assist them , the customer can always fill out a form to create a new ticket along with their contact information, Freshdesk automatically generates a new ticket number with all the customer information and stores it in the cloud. Freshdesk also allows you to add roles, manage tickets for each agent and thus reduce the time it takes to answer these tickets, in addition, it allows you to add automated responses and add automated emails depending on the requirement. New ticket escalations can also be created, to add investigations to specific tickets.

Cons: Integrating this platform for the first time within a website is quite a complicated process, you have to set up automated responses, set up chat integration on the home page and on other web pages, and many other settings that make the process to implement this software is complex. Another negative aspect is that Freshdesk Chat does not allow you to send such large files through live chat, there is a limit on the number of files that customers can send through this chat and also administrators, also you cannot send images in such a resolution high, which somewhat limits the sharing of information through this chat.

Overall: Freshdesk Chat has helped a lot to correctly establish the customer service system, this chat has allowed us to receive notifications every time a customer tries to contact us through the website, we have correctly distributed the number of agents so that they attend to the requests from our clients at different times of the day, so that we have 24-hour support. I have loved my experience within Freshdesk, I consider that it has worked perfectly since we have attended more than 100 tickets daily to offer our real estate services and meet requirements, in addition, Freshdesk has managed to correctly manage each ticket, assign a special agent , assign a response time and automated responses.

Pros: What I like about Freshdesk is the way it works to constantly improve the customer service and provide a nice and easy experience for the agents in our company. Between all these features that are available in Freshdesk, there are a few that stand out and are my favorite ones:
It is a SLA management software, this means that our work is being automated by a professional configuration and it provides constant monitoring of the work we do to ensure that all goals are met between the time frame that we set every task. It is important that this software functions with the SLA policy, that way we maintain everything within legal terms and all needs of our customers are met in the time required and everyone is doing their tasks in a timely manner, it automatically adjusts all our settings and inboxes to the SLA method and it provides a great management of all the incoming messages.
The collaboration available in Freshdesk is very neat and clean, we are able to enable collaborative tools and it is possible to work with other team members on multiple tasks or tickets, because sometimes it is more convenient to work as a team in order to bring the best support and finish everything quickly. It is important that this feature is available because we are constantly using it to speed up work.
In addition to the collaboration aspect of Freshdesk, it also enables tools that help get rid of mistakes made by the human error and confusion, it detects when a person has already claimed to work on a ticket so another member doesn't work on the same ticket, this avoids confusion and helps team members advance with new tickets and messages without getting caught up on only one.

Cons: The only thing that I feel is a bit of a downside to Freshdesk is the cost of implementation, I feel like it is a bit higher than other solutions out there, however we are very happy with the use of Freshdesk in our company and we feel there are many benefits to it, it is constantly improving many aspects and updating to add many more features that help automate the customer service and the collaboration and work in team. It would be great to see some more options when it comes to the pricing of this software so we can adjust it some more to our business' size and save more money.

Overall: Freshdesk has continuously helped us keep on track of all our work and not miss any important tasks that are the key to improve as a business, it is a tool that helps you organize all the influx of messages and tickets that come from customers and keep them all managed without going crazy, this way everyone is happy and all customers' doubts are resolved very quickly without any complaints. It is a software that has helped us become more of a team and stop working so individually, it has unified us as a business and it constantly improves our communication.

Pros: + It is very complete to track support tickets for both clients and employees, when a complaint or doubt arises, this allows everything to be clarified more easily since its interface is very practical, being able to filter the tickets both by order of arrival and also the frequency of a user likewise tickets can also be classified in order to have a high or low priority depending on the problem in question. This provides greater workflow by being able to provide support in a more sophisticated way and being able to meet the needs of customers or employees who need help.

+ The interface and user experience has been most comfortable to be able to function within this platform. My work team has been able to approach Freshdesk well from the first moment of integration of this platform to my company. In addition, I liked that it could not only be used as an individual platform but also can be combined with native systems that allow a better connection with the data, such as being able to have CRM within this same platform, thus having better contact with customers more who always contact my company to find real estate solutions.

+ I really like its price, it is very flexible for any type of company, from small businesses that seek to provide good support to their customers, as well as having the capacity and tools necessary to meet the needs of my company and also large companies, as well its ease makes the price even more rewarding by not having to spend time and money preparing for the correct use of this platform.

+ I like the transparency that this platform has since, in addition to tracking tickets, it is also possible to track which person from my work team is responsible for providing the solution to a client, being able to solve internal problems when there are misunderstandings or not gave a correct answer or solution when someone asked for help. This gives me better visibility when it comes to seeing the performance that is being had when providing support to a client or worker.

Cons: - It does not have a frequent update, I feel that it is falling behind in relation to platforms with similar characteristics. Despite having a modern interface design and a pleasant user experience, it does not stop having certain obsolete or slightly orthodox tools for daily work with this platform. I like Freshdesk enough to leave it due to lack of updates, but if this problem continues like this I will have to move my team to replace this platform with one that offers more tools for customer support.

- The reports of the performance that is being obtained within this platform should improve a little. The information that is obtained is very limited, so much of the performance has to be measured in a semi-automatic way, having to use other platforms which are not compatible with Freshdesk and this makes measuring response and customer service performance a difficult task. long and tedious task.

- The mobile application has a great limitation, it also has the modernity, ease and accessibility that the desktop version has. However, similar to many apps Freshdesk tends not to display all the tools on mobile devices. Limiting this to not being attractive to manage tickets through my phone since it becomes a bit complicated and more when there are tools that I use that are not available for the mobile version.

Overall: I have been able to open more doors for clients by being able to cover their needs in providing the right support when a question or problem arises. My company has been able to deal with a large number of clients at the same time thanks to the fact that this platform improves the workflow regardless of the large number of requests that my company's support has. I have been able to track the tickets and this has allowed me to know which client or worker I am dealing with, which allows me to provide more personalized support, thus being able to understand the needs of the person on the other side. In addition, I have been able to keep all the communication channels of my company integrated into Freshdesk without any problem, allowing communication not to lose its thread by having different platforms which my company communicates with each other, also allowing to provide a quick and effective solution. to the employees.

Pros: Ticket management system is pretty good and useful, it allows you to assign tickets to agents, track progress, and prioritize tasks.
I also think the automation system is fairly robust.
You can automate many customer service tasks, such as ticket routing and follow-up emails.

Cons: Freshdesk is more expensive than some of its competitors, making it less affordable for small businesses.
Scalability might also be an issue depending on your growth stage.

Overall: Overall Freshdesk is a very good option for startups, can’t say too much about how it scales as you continue to grow but it does cover a lot of use cases businesses look for.

Pros: The user interface is intuitive on both user ends. It centralizes the support request from different paths (email, social media, app and live chat) in one place. Tickets can be generated right from the reply page. You can add pre-saved comments to reply faster by just selecting them from the saved list.

Cons: The account linking process with Social media is not seamless.

Overall: Freshdesk facilitates our support process and enables my team to resolve queries as soon as possible. I loved the way it combines different support paths in a centralized home page. Support representatives can handle multiple requests. Overall, it's a highly functional and easy-to-use help desk product.

Pros: º I like that I can help clients in various channels in order to maintain greater contact with clients who need help regarding my company. I can help my clients either through social media, phone, live chat or email, making it easy to help my client no matter where they want to contact me.

º With this platform I can create automatic messages to easily resolve the concerns of customers who need an immediate response before they require help from experts that my company has. This is very useful in case several clients have had the same problem and it has a solution, so with automatic responses it facilitates the work of employees and also provides solutions almost instantly.

º I can have a database of frequent customers in case I can determine if that customer needs priority or requires a standard response time to be served. This helps a lot with the clients who most use the services of our company and thus take them more into consideration when looking for a solution for them.

º The interface is very complete and orderly, no matter how many customers you have with concerns, it is ordered by date or how to order it through the filters that this platform has, it also shows me the requests from different channels so I know where they are contacting me from customers and thus apply the most optimal solutions depending on the channel. I can follow the thread of the conversation very easily when it comes to a client with several questions on different dates.

º I can also generate tickets within the company so I can solve internal problems that I can also classify with a high priority since they are concerns of the company that I can solve so that everything goes as it goes and continue delivering a high quality of my services to customers with high requirements.

Cons: º It has a performance problem when many requests arrive at the same time from clients, when I have too many ticket entries the system starts to slow down so I have to wait for everything to return to normal so I can respond to all incoming requests and cover all customer concerns.

º The implementation has been cumbersome since there were things that were not necessary to do for the wizard to start up, so we had to configure everything, although it is not necessary to be able to start everything without being hindered in the process of putting an assistant online for the company.

º The user interface that the mobile application has should improve and implement functions that are in the desktop browser version. For me, a virtual assistant should not be prevented from being able to work wherever and whenever, as long as he has all the necessary tools, he will not need to be sitting in front of the computer to be able to solve the clients' problems, and that also gives him more mobility in case of be necessary. Therefore, I would like the user experience to be improved to make it easier and more practical to work within this platform.

º The ticket system is generated by 1 ticket for each email sent and this can confuse customers a lot when the thread or follow-up of any concern that this customer has. In addition, there is a problem that when the ticket is closed it reopens when the same thread is sent to another email and it is somewhat tedious since if I have already closed a case solving the client's problem, it should not be reopened.

º The cost per user is one of the highest costs compared to other remote assistant platforms, it is incredible how I have to reduce expenses to cover the needs that the company has regarding the fact that I need users within this platform and that each agent too expensive to cut corners.

Overall: Freshdesk has been able to automate the response time we have with customers because when someone contacts our support service, they already have all the possible solutions that my work team can provide. I can see all the entries of all the clients with their respective tickets without any problem and it helps me to have an overview to be able to create solutions to the problems that frequently arise within the company. I have also been able to solve work areas of my company when an employee has a concern or problem and it needs to be addressed so that my employees have optimal performance within their work. I have not missed any requests from clients as with this platform I have successfully covered all the channels I can count on to get in touch with different clients in different mediums like calls, mails, chat, social networks, etc. Freshdesk has allowed me to improve the customer service area, thus being able to provide better solutions efficiently and directly to all users who want to contact my company for any concern.

Pros: The program has a live chat that is authentic, speedy, and friendly for customers.
More so, the program increases the search efficiency, where proper marketing is well conducted.
More so, the deployment speed from the developer increases the value for business customers.

Cons: The features of Freshdesk allows customers to have an easy time for business communications. There are numerous mechanism to offer solutions and answers to the customers using the platform without failure.

Overall: The communication between customers and company is well enhanced by Freshdesk. Further, there are ticketing features, that allows business to increase the order of solving business needs. The conversational analytics from the program is accurate and precise.

Pros: Freshdesk is a platform that will help your company have better customer service, it will also allow you to attend to the number of tickets you receive in less time, this platform offers you advanced tools so you can manage all the tickets you receive, it provides a general inbox to receive tickets from various sources will undoubtedly help you to serve your customers at any time. The things I liked the most were:

- One of the main positive features is that it is integrated and configured very easily with your website, it is the integration of helping to insert a Live Chat for all your clients who visit the website, the integration is very simple and job done in a few minutes, linking to your website is a breeze.

- Another thing I like is that all tickets are received immediately, everything works in real time, every time a new ticket is created, it will be received in your main inbox within the platform, you will also receive an email notification, so you can attend to the ticket in less time.

- I also love the fact that this platform generates a queue in an automated way, it generates a queue by ticket creation order, organizing each one of them and providing you with the most recent ticket so that you can attend to it instantly, this platform allows you to order the tickets in an automated way, showing you the tickets that have been received enough so that you can attend to each one separately.

- Another thing that I like is that you can integrate several agents at the same time, there is no type of limit regarding the number of agents that you can add within the platform, agents will help you attend to all the available tickets, you can assign a ticket to each agent or several tickets.

Cons: Really the only negative feature that I have to mention about this platform is that the Live Chat does not allow to send attachments or images, it is a real problem since sometimes we need the client to show us something specific, for example, if we need you to show us some image, they can't send it from this Live Chat, it's really important that we simply this feature or tool as soon as possible. Regarding the functionalities that this software has offered us during all this time, from Bonnie Tyler that we have not presented any type of failure, customer service has always been constant and stable, in addition, I have been able to assign a person to each of tickets without any problem, the administration of tickets has not presented any failure since we started using this platform.

Overall: Freshdesk has behaved absolutely well, since I started using this platform I have noticed the circumstantial changes in customer service, in addition, previously we did not have software that would help us use a Live Chat for customers or visitors in another website, thanks to this platform we have integrated a Live Chat in the room where our clients can communicate with us, in addition, this platform has allowed us to configure a Chat with service hours, every time the client accesses this Chat, they will be able to see if we are in business hours or not, in case we are not in business hours, the following will be able to fill out a form to create a ticket and that will be stored in our inbox. On the platform it has been key to attend to all the help of our clients and visitors, I have assigned many people within our company so that all our clients can receive immediate attention when they have any questions or any requirements. I loved the experience obtained with this platform, without a doubt it has enhanced and optimized customer service.

Pros: For an industry which is more focused towards client relationship management and providing the best solutions, Freshdesk helps a lot in management of the grievance handling and ticket management. This tool helps in management of the customer queries received offline or through website can be accumulated at a single place. Provision of SLA is there which helps in timely completion of the issues and provide the best resolution to the customer. Proper ticket can be assigned to team members and dashboard helps in real time tracking of the workings.

Cons: Implementation time can be reduced by providing the framework management to the website as most of the web developed in various languages. Support team is good, but JS framework need enhancement. Dashboard can be supported with validation rights and various sort of format downloads can be added further.

Overall: Freshdesk helps in management of the customer queries by well distribution of tickets and assign proper SLA to them. Various products can be added with preset policies and help-desk arrangement as post sales service. It helps in recognition of all the unresolved cases and can be inform customer too about the status of the resolution. Support team is very helpful and user interface of the system can be used easily with a little training.

Pros: Freshdesk is an excellent option to consider if you are looking for a software to integrate with your website and that can receive the support request of your customers. What I like the most about this software is that it offers a fairly complete free trial that lasts a long time, it lasts approximately 21 days, in which you will be able to access all the functions of this platform without having to pay additional fees, you will be able to get to know each one of the functions and familiarize yourself with the platform. Another thing that I like is that it has a ticket assignment system, in this way the platform has an auto-response system in which it sends a ticket number to each person who accesses our Live Chat from the website , when this live chat is inactive, the system sends an automated e-mail with the assignment of the ticket number, it also assigns a ticket to the people who send a support message directly to our inbox. Finally, I love being able to view all the cases that are being handled in real time, I can view all the agents that are working at a specific time on the main panel, I can see which cases are being handled and which cases are pending.

Cons: One of the negative things that you do not know about this platform is the implementation time, it took us approximately a week to correctly implement the platform within our website, for the implementation to be successful, we had to choose to hire a trained team on which will help us to integrate it with our website, I think that this platform should be much easier to implement within the website, in this way the implementation process would be much simpler and it would not take so much time. Another negative thing to notice is that this system does not have an anti-spam functionality, which is capable of blocking malicious people or robots that are trying to send spam to our support inbox.

Overall: The main feature that should be improved within this platform is the anti-spam, it is necessary that this system be implemented to ensure that we have a much more comfortable experience, as I mentioned previously, on several occasions we have received spam attacks within our system of support, which has caused our inbox to be filled with spam-type messages. Despite what I mentioned previously, we have had a fairly good experience, we have been able to attend to all our clients and give them much closer support, we have been able to attend to all kinds of doubts in less time. The system investments and that in an automated way has helped our clients to obtain a ticket in which we can give them much more precise support, Katy wants to be stored within the platform, and we serve them in order of arrival, so it is easy Handle several tickets daily. I must also highlight that I feel, using the platform, I can handle all kinds of tickets within the platform without any problem, the general interface is quite attractive.

Pros: UI is good, very easy to navigate and makes our work easier. The product is very flexible and handle a lot of load without any fuss.

Cons: Works good for us and don't find any cons with its usage.

Overall: Overall, Freshdesk is a very good customer support software with lot of integrations and consistent customer support to help us with all our product queries. A huge thumbs up.

Pros: It is possible to use this tool for my own technical tickets and in the same time, for the technical tickets for my white-labelling business.

Cons: It is a bit complicated to configure everything but with some times and small knowledge, it is possible to build a very strong support tool for your company.

Overall: It is a tool that i use everyday in order to manage the technical tickets of my company, and it is very efficient for that purpose. Well done!

Pros: Freshdesk has great email threading for projects, and it's easy to follow up with customers in the system without using external email. The automations are fantastic, and one can add custom fields as needed to the tickets.

Cons: The ability to view open tickets is pretty limited. There's a list view, and that's about it. Products like ClickUp have multiple views and that would go a long way to really improving FreshDesk. Also, time tracking is not really usable, at least not for billing customers, so we use Avaza for that piece.

Overall: Overall the experience is positive. We've run thousands of tickets through Freshdesk and it's helped us serve a lot of customers.

Pros: This product has changed our customer support that used to rely on distribution email groups. The ability to stream specific requests to users with automation, share customer tickets, SLA tracking etc. has been a huge turnaround for our support team.

Cons: The pricing tiers get very expensive fast, and one feature (Custom Reports) should really have more options at the lower tier levels.

Overall: Overall the system is wonderful. This is exactly what we needed to get out of our own way using email as support system for our clients. I would love some more custom reporting options but the basics are doing us fine as of today.

Pros: I like this product for several reasons. I can mainly use it as a support and ticket management system for my customers. Its interface is exquisite and extraordinary. It is worth mentioning that I can communicate with my customers for free thanks to the non-paid version. Another element that adds as an advantage is that I can add notes and improve the user experience to resolve conflicts about my products. Its deployment is robust; there are no errors when using it, Freshdesk is at a much higher level.

Cons: I want to point out that I'm not too fond of the initial configuration of the software; it must be much easier when performing this part of the software to save time and avoid stress. It should be more accessible.

Overall: We use it as a support system for our company; we can manage customer request tickets and new prospects. We have also been able to have constant feedback from our customer's thanks to Freshdesk; we have been able to learn from them and make the necessary adjustments, and in turn, they from us. It syncs well with other platforms and makes our job much more manageable. It is a success for any company if you use it because you will get a tool with support and ticket management functions, the purpose of which is essential for customer interaction and resolution of project cases or user demands.

Pros: From affordability to capability, there is a lot to like about Freshdesk. It is easy to use and highly customizable. Managing and using this software is easy which makes handling customer support seamless.

Cons: No issues whatsoever with Freshdesk. It is a powerful and very helpful for business.

Overall: Since Freshdesk has been working well when it comes to customer support, my experience has been great. It is an amazing software and very capable.

Pros: Freshdesk's design automates the communication that is maintained with customers who contact us through e-mails, from the ticketing system of our online page, to a general platform where we can segment and store messages in an orderly fashion, depending on the type of problem they present.

Cons: If you are going to work with roles, Freshdesk does not show a sufficiently adequate performance, and the automatic response system does not show enough intelligence so that the answers it sends are sufficiently complete, forcing us to choose to answer the requests manually from the first moment.

Overall: Freshdesk is a useful software for large call centers. In our case it was very useful, but we felt that we could exploit it even more if our company grew. Its reports are professional enough to be able to provide information from different channels and support sessions in a single temporary file.