Freshdesk

The FreshDesk ticketing system is quite efficient

Comments: Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.

Pros:

Freshdesk is a smart, easy-to-use, and intuitive business solution. The user interface is clean, which makes it easier to concentrate on giving a proper response. Smooth customer communication leads to expert support. For years, Freshdesk has been an indispensable tool for me, and I have often touted it to friends and colleagues in the business world.

Cons:

The news that the Legacy Reports page will be removed and replaced with Analytics makes me unhappy. Some of the cool stuff in Legacy Reports isn't in Analytics yet, but I'm having a joy with that tool.

Comprehensive and User-Friendly Helpdesk Solution

Comments: Overall, my experience with Freshdesk has been positive. It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries. The tool's multi-channel support and automation capabilities help reduce response times and ensure that customers get timely help. While there are some limitations regarding pricing and advanced reporting, it’s a solid choice for businesses that need a reliable, easy-to-use, online customer support platform.

Pros:

Freshdesk replaced our previous support solution that was not visible for our clients. The switch to Freshdesk was a very positive step as it has intuitive and user-friendly interface. It is a platform to kake it easy to manage customer support tickets in one centralized place. The automation tools allow seamless workflows that save time and boost productivity. The ability to assign tickets, set priority levels, and create custom workflows ensures that no ticket is missed. We also intergate it with our contract system, so we can imemdiately book the time spent ona ticket. We also store our knowledge base in articles in the "Solutions", which is nicely searchable.

Cons:

One of the drawbacks of Freshdesk is that it can become quite expensive as you scale up, especially when you need advanced features that are only available in higher-tier plans. Some reporting and analytics features, while useful, could be more customizable for complex business needs. At times, it feels like there is a bit of a learning curve to fully unlock the platform's potential.

Freshdesk is a perfectly acceptable ticketing system

Comments: Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be added with ease, but at its heart, its limited, with poor filtering, updating and notifying capabilities

Pros:

Interface resizes nicely for screen sharing

Cons:

Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant ! update pop ups when nothing has actually changed

Stable and reliable.

Comments: Better than average. It checks all the boxes with various levels for companies to determine what is liked.

Pros:

Simple to use. HTML email. Fast customer support.

Cons:

Not a very current looking Dashboard. Also lacks ability to change what is seen (or tracked).

Alternatives Considered: SysAid

Reasons for Switching to Freshdesk: reliability, stable, no major bugs, HTML email system.

Thums up Freshdesk- overall great experience with freshdesk.

Comments: Great over all experience with Freshdesk we 55 engineers are working on it, we are very well satisfied Freshdesk.

Pros:

Wonderful Product to manage your staff bandwidth. also easy to manage and use.

Cons:

GUI of this product, Freshdesk can better with it.