Freshdesk

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.

Pros: Through a simple platform usability, Freshdesk provides tools for those companies that provide technical support or sales support by call. It has practical customer contact sections such as good database connectivity and private chats with customers, and offers a detailed template to expand information about new and old customers.

Cons: Something that is disliked among companies that hire this program is its price, as it is above average and objectively does not present a greater extent of tools worth its price. At the same time, in the development of communications Freshdesk does not seem concerned to improve the experience of its customers or improve failures.

Overall: It may have its flaws within the framework of providing quality and good experience, but it should be noted that using Freshdesk as the main option to establish a telephone support tool is a good idea to optimize the operation and proximity of your company with regular and future customers.

Pros: Freshdesk is a platform that allows us to provide support in case of doubts, inconveniences and problems through comprehensive messaging for customer service, focused on the service for mobile devices, thus facilitating communication with our advisors and optimizing the loyalty of our customers. Freshdesk offers many communication management for customer service, which becomes more efficient and easier to get, meet and satisfy the needs of our customers.

Cons: The interface could use an update to be more compact and show more information on a single screen. The search filter fails many times. The filter must be configured and it does indeed perform the search, but it does not save the parameters on a first attempt.

Overall: We were able to have different functionalities in the same platform and therefore manage our company in a centralized way. It allows us to visualize in the main section the ongoing conversations with our customers where they are connected to an available artificial intelligence agent that responds immediately and in an orderly manner.

Pros: The best platform to give your customer five-star support service. My favorite thing about Freshdesk is it streamlines the different channels to the Freshdesk dashboard allows the agent to work without switching the tool. Its ticket view screen organizes the open tickets for the quick action and reply.

Cons: The tag-based support email routing is not effective.

Overall: Freshdesk is a vital solution for our help desk. It streamlines the conversations and makes everything accessible from the Freshdesk panel. Highly recommended this helpdesk panel.

Pros: I really like that, this platform allows my organization to have a multi-channel help desk to effortlessly interact with customers.
Self-help services integrated and well-organized ticketing.

Cons: Category-based support routing should be there.

Overall: Overall, Freshdesk is an incredible help desk platform suitable for any size of business. The user interface is fairly intuitive. By far we are very happy with the Freshdesk platform.

Pros: Freshdesk significantly helped in reducing the support time for vetting connected and managing tickets. It's an intuitive platform, not only for us its also for our clients. The chat room is well designed and offers useful integrations.

Cons: No downside I ever experienced. It's worth a try.

Overall: Overall, the ease of communication and broad features makes Freshdesk the best solution for client help Desk. It has the best chatting and ticketing management system. Loved by our support team.

Pros: The ability to manage mass tickets are great. You can integrate Freshdesk with a business social media account to give instant support. The knowledge-based and chatbot is a great addition to its power. Clients can easily create tickets. Freshdesk also makes it easy to assign ticket as per support requests.

Cons: Reports are not good, it's difficult to analyze support performance.

Overall: Freshdesk is a versatile helpdesk tool. I liked the option, that users can easily request support tickets from multiple platforms including email, chat, social media messages. The knowledge-based queries and chatbot come in very handy to reduce support requests. Our clients also loved this platform.

Pros: Freshdesk is engagement oriented CEC. Which helped us achieve our record fast settlement and tracking of issues of our customers. It is one of the most filtered software available for customer support desk. It supports forced SLA policy implementations based on set up policies. It has ticket huddle option with internal chat based discussion on organisation level.

Cons: Freshdesk offers much more than a standalone customer engagement center. Nothing to criticize.

Overall: Freshdesk is very innovative software designed for Customer support helpdesk. It is very customisable in terms of categorisation, automation, routing of tickets. Which saves a lot time of assigning and categorisation of tickets. I have created multiple service level agreement policies, which assign the due time automatically to close the tickets based on the predefined policy. It creates tickets in automation for every call and chats and can be used in future for reference. Freshdesk helps us a lot to efficiently manage and resolve the customer issues.

Pros: #1- It provides a complete solution for business and customer helpdesk.
#2- It also integrates with the Slack app, gives effortless to access, and assign tickets for customers within the slack app.
#3- Customer feedback to rate contact sessions.

Cons: #1- We had an overall positive experience with it.

Overall: Freshdesk is a very productive platform. We are very much impressed and have an overall positive experience with this helpdesk platform. It provides us an excellent platform to solve our customer's issues.

Pros: Real time without lag chat feature. Easy integration. Precise nature. Prompt notification system. Dashboard provided is very easy to use. Classic interface. Reliable customer service. Video calling. Customisable features. Cloud based software.

Cons: This help desk is working great for me so till now no cons for me.

Overall: This software works beautifully on daily basis and it's a best option for customers to connect with customer support on a live window. Its prompt notification system alert me to check the status of the ticket. There is auto populate of tickets which help by creating tickets and saving chat transcript for future references. The dashboard and its classic interface makes both freshers and experienced easy to use while working with tickets. The tickets have different header option to categorise them on basis of their status, agent, priority etc.

Pros: Freshdesk allows my business to connect with clients using live chat. Very convenient FaQ section, which allows us to solve the issue without contacting support. It allows us to generate and track ongoing tickets. Compatible with a mobile version also.

Cons: Freshdesk is the best helpdesk tool, I didn't have any cons to share. It does its job very well.

Overall: Freshdesk is best of all in terms of business helpdesk tool. Its capabilities and performance are mind-blowing. I switched from other helps desk tool and it was one of my best decision. It gave me a way to connect and solve client problems effortlessly.

Pros: Easy way to set up a customer support system on your website including with live chat abilities.

Cons: It's very basic and doesn't have a lot of advanced features.

Overall: Overall it's a good tool and works well for those needing a simple way to have live chat on their site.