Freshdesk

My main use case for Freshdesk  is for integration with the service desk, where I integrate it with Site24x7 to receive tickets based on notifications triggered by Site24x7.

A specific example of how this integration helps my team is that Site24x7 is a monitoring tool that monitors my endpoints, servers, and network devices for their availability and performance, and whenever there is a spike in critical metrics or the status of devices, it triggers a notification that can be seen as a support ticket in Freshdesk .

This setup has greatly changed my team's response and workflow compared to before, as it has drastically reduced the time we have to wait to report issues, allowing us to automate the process so that technicians receive notifications about problems immediately.

The best features Freshdesk offers, in my experience, are the out-of-the-box integration with various tools and the automatic assignment of tickets to technicians.

These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.

Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce.

I have noticed significant changes in productivity, response times, and customer satisfaction; productivity has improved, and as I mentioned earlier, the time we spend on each ticket has now been reduced to just a few hours, allowing us to resolve level one tickets before the end of the day.

Freshdesk works great, and I do not have any suggestions for improvement; however, I do expect more features to come in the near future.

I wish for improvements related to the pricing point to enhance the overall experience.

Before using Freshdesk, I previously used ServiceNow , but I switched because I wanted a better solution.

My experience with pricing, setup cost, and licensing was smooth and better, and I do not have any complaints.

I do not have anything else to add about how I use Freshdesk; I have shared everything that we do.

I would rate Freshdesk a seven on a scale of one to ten.

I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product.

On-premises

Amazon Web Services  (AWS )

What do you like best about the product?

What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.

What do you dislike about the product?

What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.

What problems is the product solving and how is that benefiting you?

Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.

What do you like best about the product?

This is a more modern alternative to Zendesk for software support and help centers.

What do you dislike about the product?

Integration pool is on a more limited side compared to Zendesk and Intercom

What problems is the product solving and how is that benefiting you?

Organizing customer support and knowledge center for mobile products

What do you like best about the product?

Freshdesk stands out for its user-friendly interface, interface is getting better day by day. We get recent product updates to make the software better

What do you dislike about the product?

Nothing as of now, its working great. Sometimes it takes too long to load

What problems is the product solving and how is that benefiting you?

Reviing recent issues raised and working on it to solve on priority and and get releasing product updates to make it more efficient and reliable

What do you like best about the product?

I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.

What do you dislike about the product?

I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.

What problems is the product solving and how is that benefiting you?

I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.