Freshdesk

Pros

Our company has been using Freshdesk for a while now, and overall, we have had a positive experience with the software, Here are some of the things that we liked most about Freshdesk:- Comprehensive and Impactful Features, Freshdesk offers a wide range of features, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, These features have been very impactful for our business and have greatly improved our customer service and support.- Easy integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort.

Cons

Some of the features in Freshdesk are less customizable and difficult to tailor to our specific needs, Also remote access and control feature is limited and not as robust as we would like.

Alternatives Considered

Jira, Kayako and Zendesk Suite

Reasons for Switching to Freshdesk

After evaluating a number of alternative products, we ultimately chose Freshdesk because it offered the best combination of features, pricing, and overall user experience for our company, Freshdesk offers a wide range of features that are tailored to our specific needs, like ticket management, scheduling, sales pipeline management, lead management, knowledge base management, project planning, task management, contact database, service history, content management, support ticket management, and contact management, Also Freshdesk is more customizable as compared to other products we evaluated.Freshdesk's integration with other tools and applications was very easy, we were able to integrate it with our existing tools and systems with minimal effort, and this was a major factor in our decision to choose Freshdesk. Cost-Effective: Freshdesk's pricing plans were more cost-effective than some of the other alternative products we considered, which was an important factor for our organization. Positive User Experience: Our team had a positive experience during the evaluation process and we found Freshdesk to be user-friendly, which was also an important factor for our organization.

Pros

Freshdesk is very easy to use and to train staff on. The program is simply built without a ton of confusing information or unnecessary additions I found the tracking to be sufficient and as a whole it worked well for the company.

Cons

I would have liked to see when staff was online or off and a way to better track who is answering tickets and the length of time it took to answer each of them.

Alternatives Considered

Salesforce Sales Cloud

Pros

Freshdesk’s user interface is a breath of fresh air. It is incredibly intuitive and user-friendly, making it easy for my team to navigate through tickets, customer information, and various features.

Cons

Tickets frequently got misplaced or disappeared entirely from the system, leading to frustrated customers and a decline in our service quality.

Pros

I love the automations and integration in the Helpdesk portion of the OmniChannel. I can really introduce a lot of quality of life features to the team to help them focus on supporting and not repetitive tasks and triage.

Cons

The chat feature has less automations on the backend like the need to add Labels manually as well as the lack of tags. With the introduction of ChatGPT I hope to see more automated tasks. Also the addition of tags as another form of chat categorization will help as the Labels provide a more general placement into a category and the tabs will really help define every chat issue.

Alternatives Considered

Zendesk Suite

Reasons for Choosing Freshdesk

Freshdesk offers more options to scale the team

Switched From

HelpDesk, LiveChat and Chatbot

Reasons for Switching to Freshdesk

Better pricing plans for the features we are looking for

Pros

Freshdesk made tracking support tickets so seamless. The ability to receive support ticket updates via email, and then respond in Freshdesk was incredibly important to our company. At any given time, multiple users could jump into a ticket, and provide notes/background, attach files which helped our company stay on top of tickets.

Cons

Freshdesk metrics could use some help to better quantify the workload that is attributed to an individual user. It was difficult to say how many tickets a PM or support manager had closed/responded to at a glance.